iPhone X Face ID not detecting face

[nattK]

Is anyone experiencing times where Face ID just simply fail to detect your face? As in it doesn't detect a face in front of the camera at all, rather than failing to authenticate your face with its face data. I could swipe up to unlock my phone, and the locked paddock does nothing at all before defaulting to the number pad. It's not like it's failing to match my face, because the paddock would have at least jiggled then.

When attempting to set up Face ID after I've reset it, the camera doesn't detect my face at all. It'll tell me to position my face in the frame, which I was already doing. I don't have bright light shining behind me, and my surroundings are not reflective at all. Do you think it's a problem with the TrueDepth camera/dot projector/IR sensor?

 

[Hendribjerring]

I have same problem but when I’m the cold weather ,but in normal temperatures it’s not have problem ,but when I’m outside the temperature fall until under 5 Celsius my Face ID failed and must be restarting iPhone and work again

 

[Newtons Apple]

Is anyone experiencing times where Face ID just simply fail to detect your face? As in it doesn't detect a face in front of the camera at all, rather than failing to authenticate your face with its face data. I could swipe up to unlock my phone, and the locked paddock does nothing at all before defaulting to the number pad. It's not like it's failing to match my face, because the paddock would have at least jiggled then.

When attempting to set up Face ID after I've reset it, the camera doesn't detect my face at all. It'll tell me to position my face in the frame, which I was already doing. I don't have bright light shining behind me, and my surroundings are not reflective at all. Do you think it's a problem with the TrueDepth camera/dot projector/IR sensor?

Does not happen often but there have been a few reports where the TD camera is not working. I would go to the Apple store and show them and they should replace your phone.

 

[cheekyjeremy]

I am going through this now. Yesterday they replaced the entire screen as they said the guts for the face ID etc are all in the screen. They handed me my phone back and the problem remains. As with most things apple, while they are helpful, they all seem to tow the party line and say that they’ve never heard of the problem even if the forums have 380,000 comments on the particular problem . Anyways, I am now into day two without my phone and now they are replacing the camera housing. At this point I’d prefer a new phone and start over, but let’s see if this latest thing fixes the issue when I pick it up in 30 min.

 

[cheekyjeremy]

As I suspected, replacing the camera housing failed to fix the issue, so finally they gave me a new phone. All good now

 

[ac921ol]

haven't had any issues with mine or the wife, so will keep an eye out with it, thanks for the heads up.

did it just happen randomly? dropped it? what?

 

[cheekyjeremy]

haven't had any issues with mine or the wife, so will keep an eye out with it, thanks for the heads up.

did it just happen randomly? dropped it? what?

I’m not aware of a drop, and I keep it in the apple leather case. It just didn’t work one morning

 

[DaveOP]

I am going through this now. Yesterday they replaced the entire screen as they said the guts for the face ID etc are all in the screen. They handed me my phone back and the problem remains. As with most things apple, while they are helpful, they all seem to tow the party line and say that they’ve never heard of the problem even if the forums have 380,000 comments on the particular problem . Anyways, I am now into day two without my phone and now they are replacing the camera housing. At this point I’d prefer a new phone and start over, but let’s see if this latest thing fixes the issue when I pick it up in 30 min.

You have to realize, these are retail employees who are trained by the book. I used to work there years ago, the manuals are not updated because of "forum complaints", and front line geniuses are not engineers. They will do what they can, but they only have access to so much. Don't hold it against them

 

[cheekyjeremy]

You have to realize, these are retail employees who are trained by the book. I used to work there years ago, the manuals are not updated because of "forum complaints", and front line geniuses are not engineers. They will do what they can, but they only have access to so much. Don't hold it against them

I don’t, just sharing the information. I find apple folks to be pretty helpful in general