iPhone XS Max Face ID stopped working today

Maggiep67

macrumors regular
Original poster
Sep 19, 2014
129
10
Hi everyone.

So out of nowhere, my Face ID stopped working on my iPhone XS Max (purchased 9/29/18). Chatted with support who suggested I do the most recent update to see if that corrects the problem. Did that when I got home and nope, didn’t resolve the problem. Began a second chat. While I was waiting for a response, I checked the camera and realized it was dead. They ran a diagnostic test and confirmed it with the following: “ it shows the there is an issue with both the Front and Rear Cameras. The best option to resolve this would be to have the phone serviced.”

Has anyone had this happen? Will it be a repair or will they replace the phone? I couldn’t get an appt until next week and I’m curious how this will possibly play out.

Thanks!
 

Maggiep67

macrumors regular
Original poster
Sep 19, 2014
129
10
Thanks. I thought maybe it was a known problem but I didn’t see anything in the search. I could get an appt sooner (early evening) but I wasn’t sure if they would repair instead of replacing it and I didn’t want to hang around the mall until late in the evening. The appt I do have is on the first day of my vacation.
 

chabig

macrumors 604
Sep 6, 2002
6,775
3,987
I think you just had a weird failure, probably of one the FaceID components. If it were a widespread problem we would have heard about it by now. But really it doesn't matter to your specific case. That's why I usually answer that way. Apple should take care of you. I really expect they'll swap the phone. They don't do component level repairs.
 

Maggiep67

macrumors regular
Original poster
Sep 19, 2014
129
10
Took the phone into the Apple store today. They made an attempt to fix the camera (2 hours). The tech explained that once the camera was replaced, diagnostics came back with "other internal failure", so they replaced the phone. Glad it's resolved.
 

MacDawg

macrumors Core
Mar 20, 2004
19,824
4,507
"Between the Hedges"
Glad it got sorted out for you
I've had very few problems requiring a trip to the Genius, but my experiences have always been good
Hopefully your new phone will serve you well going forward
 
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