iPhone X Face ID stopped working

Discussion in 'iPhone' started by Jovian9, May 7, 2019.

  1. Jovian9 macrumors 68000

    Jovian9

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    #1
    Today out of the blue the Face ID feature stopped working on my iPhone X. When I turn on the phone and engage it, it does nothing. It looks like it isn't even trying to get my face.

    I've restarted the phone and nothing. Software was just updated a few days ago.

    I tried to reset Face ID and I get the following error:

    Face ID is Not Available
    Try setting up Face ID Later
    OK

    I've done this probably 10x and in different lighting.

    Has anyone seen this issue? My experience with Face ID has always been poor, especially compared to Touch ID. Multiple passwords per day have always had to be entered for me. But it's always worked until now.
     
  2. Lekro macrumors regular

    Lekro

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    Budapest, Hungary
    #3
    Do you still have warranty on it?

    Probably hardware issue. Face ID isn’t jumping from the device due to software glitch. It has tampering detection built in.

    I don’t assume you opened the phone but maybe dropped it and it got screwed?
     
  3. I7guy macrumors Core

    I7guy

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    #4
    Log a support call and see if Apple can run remote diagnostics and pin point the issue.
     
  4. Jovian9 thread starter macrumors 68000

    Jovian9

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    #5
    No drops. My phone is in pristine condition other than the possible “touch disease” which I need to take it in for as sometimes the display seems to not respond.
     
  5. Jovian9 thread starter macrumors 68000

    Jovian9

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    #6
    FYI for anyone who might have this issue after trying all the above steps (restarts, reset face id, reset settings, restore phone): This is a hardware issue. I'm getting a replacement phone.
     
  6. I7guy macrumors Core

    I7guy

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    #7
    How was the fact that this is a hardware issue determined?
     
  7. Lekro macrumors regular

    Lekro

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  8. Jovian9 thread starter macrumors 68000

    Jovian9

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    #9
    Well, by following the steps above (mostly a complete restore without using the backup so the phone is set as new) it was determined there is no software issue.

    The true depth camera or sensors are malfunctioning. When any or all of those have issues it prevents the Face ID software from working or being able to be setup. They didn't determine which part of the Face ID might have the issue as any one of them can cause it as they all work together to recognize the face and send the scan to the chip to approve and make it work. So it could be it can't read my face or it could be the sensors aren't processing it to send it to the chip for a secure approval.
     
  9. steve23094 macrumors 68020

    steve23094

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    Apr 23, 2013
    #10
    Touch disease was present on the 6. It was fixed on the 6s.
     
  10. Lekro macrumors regular

    Lekro

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    #11
    iPhone X has a screen replacement program also for touch disease.
     
  11. itsmilo macrumors 68020

    itsmilo

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    Europe
    #12
    I had this on the first week of getting my XS Max on release (same message about not being available) but I fixed it by removing FaceID and setting it up again
     
  12. Jovian9 thread starter macrumors 68000

    Jovian9

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12 May 7, 2019