iPhone X Face ID not working

Cjallen

macrumors member
Original poster
Oct 28, 2012
42
5
All of a sudden Face ID has stopped working on my iPhone X. It went from pretty much flawless to just not at all. I tried resetting Face ID settings, but now will not register my face. First it was having issues focusing, soft reset, can now focus but still will not even begin the process.

I read some media outlets are reporting the issue since 12.1 but for the XS. Is anyone else having this problem?
 

Velin

macrumors 65816
Jul 23, 2008
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Hearst Castle
Some tips here. If a cold reboot plus these tips won't fix it, try a fresh iOS install. If that doesn't fix it, off to Apple you go.
 

Cjallen

macrumors member
Original poster
Oct 28, 2012
42
5
Yeah, none work. Apple appointment for tomorrow. Can't help but think 12.1 is the culprit though.
 

Velin

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Jul 23, 2008
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So you did a true clean install? That is, plugged it into iTunes, did the fresh install, set it up as new -- and did not install from a backup? I'm asking because, if you did a true clean install and avoided any backups, I'd think about demanding a new iPhone. You may not be there yet, but monitor your repair closely. I know it's an X, but, just be sure they fix it. Last thing you want is out-of-Applecare failures.
 

Newtons Apple

Suspended
Mar 12, 2014
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Jacksonville, Florida
All of a sudden Face ID has stopped working on my iPhone X. It went from pretty much flawless to just not at all. I tried resetting Face ID settings, but now will not register my face. First it was having issues focusing, soft reset, can now focus but still will not even begin the process.

I read some media outlets are reporting the issue since 12.1 but for the XS. Is anyone else having this problem?
Take it to an Apple store, there have been a few that were defective.
 

Cjallen

macrumors member
Original poster
Oct 28, 2012
42
5
So you did a true clean install? That is, plugged it into iTunes, did the fresh install, set it up as new -- and did not install from a backup? I'm asking because, if you did a true clean install and avoided any backups, I'd think about demanding a new iPhone. You may not be there yet, but monitor your repair closely. I know it's an X, but, just be sure they fix it. Last thing you want is out-of-Applecare failures.
No, support never asked me to, and I'd like to avoid that as much as possible due to the massive amounts of media on my iPhone. I've tried around 20 times to set it up again and no joy. Around 50% of the time it struggles to focus on my face, although focus is fine on the FFC.
[doublepost=1542709353][/doublepost]
Take it to an Apple store, there have been a few that were defective.
It's nearly a year old and has been amazing. As 12.1 has affected others I was really thinking it could be related, although it was working great right after installing.
 

Cjallen

macrumors member
Original poster
Oct 28, 2012
42
5
so literally tried to register my face 50 odd times today, and now it's decided to work. would you still go to the appointment, being theres now no fault to show?

EDIT: nevermind that, back to not working again, this time the padlock isn't shaking to show a failed attempt, just static.
 

Velin

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Jul 23, 2008
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You seriously need to do a true clean iOS install, like I recommended, using iTunes and setting up as new. Do not install any iOS software or any app from a "backup." Even a single app could be causing these problems.

Concerning the "media" on your iPhone -- just download it or back it up to a hard drive or USB stick. What good is your "media" if your phone is repeatedly and seriously malfunctioning? You need to do a clean install to see if this is a software-related bork, or a more worrisome hardware-related failure, which you must get fixed.

Also, you'll find doing clean installs of iOS and OSX result in much improved performance and stability on any Apple device. So forget doing an incremental update, or an install from an iCloud "backup." Do it clean and report back. The incremental "updates" that most people do are vastly inferior to truly clean installs.
 
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MisterSavage

macrumors 68000
Nov 10, 2018
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I had this happen to a relative a few days ago. They got a message saying face ID was not available when they tried to go through the face ID setup again in settings. It just started working again so we're debating on whether to take it to the Apple store when they're visiting me soon.
 

akash.nu

macrumors 604
May 26, 2016
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so literally tried to register my face 50 odd times today, and now it's decided to work. would you still go to the appointment, being theres now no fault to show?

EDIT: nevermind that, back to not working again, this time the padlock isn't shaking to show a failed attempt, just static.

I had this happen to a relative a few days ago. They got a message saying face ID was not available when they tried to go through the face ID setup again in settings. It just started working again so we're debating on whether to take it to the Apple store when they're visiting me soon.

Sounds like a hardware issue there. Take it in.
 
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DDustiNN

macrumors 68000
Jan 27, 2011
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You seriously need to do a true clean iOS install, like I recommended, using iTunes and setting up as new. Do not install any iOS software or any app from a "backup." Even a single app could be causing these problems.

Concerning the "media" on your iPhone -- just download it or back it up to a hard drive or USB stick. What good is your "media" if your phone is repeatedly and seriously malfunctioning? You need to do a clean install to see if this is a software-related bork, or a more worrisome hardware-related failure, which you must get fixed.

Also, you'll find doing clean installs of iOS and OSX result in much improved performance and stability on any Apple device. So forget doing an incremental update, or an install from an iCloud "backup." Do it clean and report back. The incremental "updates" that most people do are vastly inferior to truly clean installs.
This is a terrible solution. You should’ve have to lose all of your content and settings just to get your phone to work.

I’ve been setting up from backups since the iPhone 5, and I’m not about to stop. It’s a feature that’s intended to be used.
 

akash.nu

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May 26, 2016
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This is a terrible solution. You should’ve have to lose all of your content and settings just to get your phone to work.

I’ve been setting up from backups since the iPhone 5, and I’m not about to stop.
You don’t need to immediately set it up from backup. Restore the phone as new and use it for awhile. If the issue doesn’t reoccur then you know it’s not a hardware issue and getting a new device will not help.
 

Velin

macrumors 65816
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This is a terrible solution. You should’ve have to lose all of your content and settings just to get your phone to work.
Wrong. You won't "lose all of your content." The clean install is the best way to isolate the problem. If a clean install fixes the issue, you likely have ruled out a hardware defect -- and now you can focus on the software, in particular apps.

By the way, if he takes it to the Genius Bar or an authorized third-party retailer, and they can't immediately troubleshoot the problem, guess what they are going to do: they will wipe his iPhone and do a clean 10.14.1 install, start up the iPhone, and test Face ID. So it's going to happen anyway.

What's more, the best way to update older Apple products (iPhone, iPad, Mac) is with a true clean install with every major software update/release. You eliminate the detritus left over by all the incremental updates in iOS or OSX. You also clear out detritus from old apps. Apple products work as new when a truly clean install is performed. (And this was especially true with the Mojave updgrade and moving from +Journaled to APFS.)

So no, it's not a terrible solution. No, you won't "lose" all of your content. No, you won't "lose" all of your settings -- if you have proper data and password backups. Contrary to what you say, a clean install can greatly improve device performance and longevity, especially in a networked environment (which I run). In any event, I don't care if you don't believe me. I manage an entire office of OSX and iOS products, so I have direct knowledge and experience. To say this solution is "terrible" is, in a word, ignorant.
 
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Cjallen

macrumors member
Original poster
Oct 28, 2012
42
5
Again, I thought it had resolved after randomly allowing me to register again, but 10 minutes later it's back to failing. As I'm not sure of Apple's diagnostics for face ID I would be avoiding a full reset unless they deem it necessary. 18k photos, 212 apps, 1081 videos is a looooong restore.
 

BugeyeSTI

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Aug 19, 2017
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I’m sure they’ll run a complete diagnostic on the device and if they find no problem they’ll want you to do a restore without using backup to rule out a software issue. If they find a hardware issue after running the diagnostic, they’ll want to replace the device.. Sounds like a hardware issue so I’d be prepared to have your device replaced. Back everything up and although it may take some time, you’ll have a device that works properly again..
 
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Cjallen

macrumors member
Original poster
Oct 28, 2012
42
5
Going to Apple soon. Do Apple need an original proof of purchase? The phone was bought new in the UK, I currently live in Bangkok and my original receipt is not with me. I have applied for one with my UK network, but this takes 3 working days.
[doublepost=1542876358][/doublepost]It’s under one year old, does have AppleCare too and has only been activated under my own Apple ID.
 

akash.nu

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May 26, 2016
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Going to Apple soon. Do Apple need an original proof of purchase? The phone was bought new in the UK, I currently live in Bangkok and my original receipt is not with me. I have applied for one with my UK network, but this takes 3 working days.
[doublepost=1542876358][/doublepost]It’s under one year old, does have AppleCare too and has only been activated under my own Apple ID.
Think apple warranty is valid worldwide.
 

Cjallen

macrumors member
Original poster
Oct 28, 2012
42
5
Replaced fairly quickly, no reset needed. Showing it wasn’t working was enough. The girl genius was great, but the guy sent by Apple to oversee the new store opening was very belittling. First I was told it was a brand new phone, they brought a refurb. No big deal. Opened it and see a scrape on the bezel, showed the girl, who brought another. The second was much worse, so just stuck with the first, I’d find it embarrassing to open box upon box. The superior stepped into to say I’m wrong, it’s not a refurb and not all iPhones come perfect, we can’t sit and open every box for you.

I’m very grateful in a swap, it also determines my camera has been faulty all along too, the sharpness and exposure now on another level, but to have someone so condescending in a senior retail role was quite surprising.
 

MistrSynistr

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May 15, 2014
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Replaced fairly quickly, no reset needed. Showing it wasn’t working was enough. The girl genius was great, but the guy sent by Apple to oversee the new store opening was very belittling. First I was told it was a brand new phone, they brought a refurb. No big deal. Opened it and see a scrape on the bezel, showed the girl, who brought another. The second was much worse, so just stuck with the first, I’d find it embarrassing to open box upon box. The superior stepped into to say I’m wrong, it’s not a refurb and not all iPhones come perfect, we can’t sit and open every box for you.

I’m very grateful in a swap, it also determines my camera has been faulty all along too, the sharpness and exposure now on another level, but to have someone so condescending in a senior retail role was quite surprising.
You should not be getting refurbs from Apple with obvious defects. That’s bizarre in itself.
 

Cjallen

macrumors member
Original poster
Oct 28, 2012
42
5
You should not be getting refurbs from Apple with obvious defects. That’s bizarre in itself.
It is rather strange. The second one had several scratches, the one I have has one beside the sim tray, you can only see it if you really look for it. Overall, i’m happy enough, just disappointed in how the guy spoke down to me. Right after saying we can’t open every box for you, he told her to make sure she checks for water damage. She already had, it was clear, and having worked a decade in the industry I know he would’ve loved to find some damage to put me out pocket for daring to even question a blemish lol.
 

akash.nu

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May 26, 2016
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It is rather strange. The second one had several scratches, the one I have has one beside the sim tray, you can only see it if you really look for it. Overall, i’m happy enough, just disappointed in how the guy spoke down to me. Right after saying we can’t open every box for you, he told her to make sure she checks for water damage. She already had, it was clear, and having worked a decade in the industry I know he would’ve loved to find some damage to put me out pocket for daring to even question a blemish lol.
You should officially file a complaint.