iPhone 6 bricked by iOS 9.3.2 update

Discussion in 'iOS 9' started by Mac-captive, May 29, 2016.

  1. Mac-captive macrumors newbie

    Joined:
    May 29, 2016
    #1
    Similar to some well-publicized iPad problems, updating to 9.3.2 OTA resulted in a screen directing me to iTunes. This resulted in a failure to upload the update software at the firmware update stage. Also unable to restore to factory default settings. On all attempts I receive error code "50". I've spoken with AppleCare twice, including escalation to a higher level of technical support. No fixes found with that so brought to Genius Bar. No fixes found including trying to restore with the battery removed. Error code 50 is very general but does not mention anything about iPhone hardware. Update has failed with multiple MacBooks and cables, so it's not a USB port/cord issue. I have no security programs running. All MacBook software and OS up to date. Hard reboot/restore attempts unsuccessful. The final conclusion from the Genius Bar tech was that it must be a hardware failure based on their "internal documentation" about error code 50, and the logic board replacement will be $299. I would appreciate any responses that:

    1) can help me gauge whether this is a more widespread problem (seen some random posts suggesting iPhone 4's have had problems). Responses to the effect of "worked on mine" are less helpful since I assume those are the vast majority.

    2) can support/refute the notion that this is some hardware failure "unmasked" by the update. Phone was working like a charm prior to update attempt and never had a single problem. It stands to reason if a large enough number of iPads had a problem to make Apple pull the update for those devices, then there may be something intrinsic to the update that's incompatible with other devices. I don't have a CS or EE degree, but Apple's attempts to explain away this problem sound like total BS to me.

    I am a longtime Mac user, partly because I want all of my devices to interface easily, and partly because they tend to be more reliable machines. This experience is making me rethink the latter.
     
  2. bandofbrothers macrumors 601

    bandofbrothers

    Joined:
    Oct 14, 2007
    Location:
    Uk
    #2
    Hi

    May I ask what suggestions the guys at the Genius Bar made ?
     
  3. iOSUser7 macrumors 6502a

    iOSUser7

    Joined:
    Jun 23, 2014
    #3
    Seems like you had a very bad experience with this Apple Store. Maybe you could try getting an appointment in another one and see how the Genius bar react this time ?

    If they still ask for 299$, maybe you could ask for a manager and explain him/her your problem. Sometimes managers are more willing to replace your device for free than Genius bar technicians.

    Or you could try making a scene and show them how you are angry and how this issue should have never happened in the first place. This often works too.

    That's a shame, having a perfectly functioning device and ending up with a brick because of a software update. This, my friends, is why sometimes we just don't want to upgrade even if "we should always run the latest" or "the update fix a lot of bugs and flaws" or "why stay on a outdated version, this is stupid" because these days with Apple, you are never sure what your device will turn into after a software update. Even if the update works well for you doesn't mean it will for everyone.
     
  4. imlynxy macrumors 65816

    Joined:
    Mar 8, 2012
    #4
    Write email to Tim Cook at tcook@apple.com . They call you in couple days and give the solution.
     
  5. Mac-captive thread starter macrumors newbie

    Joined:
    May 29, 2016
    #5
    He suggested trying to restore in DFU mode, which didn't work. Then suggested sometimes battery issues can cause problems with firmware updates (the point at which I was getting the error), so tried to restore with battery taken out, which didn't work. He said the inside components were totally clean and dry without evidence of damage. Then he said that his internal documentation about error 50 is suggestive of a hardware problem which is why I need to replace the logic board. It just seems like they blame the hardware by default when they can't figure it out, when this is clearly related to the software update itself.
     
  6. Shirasaki macrumors 604

    Shirasaki

    Joined:
    May 16, 2015
    #6
    I must say I am lucky enough to fluently update my iPhone and iPad. No issue updating.
    After reading news regarding "death threat" to Apple employees, I think, who pushes those unreliable software to market? Customers? Shareholders? CEO? I cannot get the idea at all.
    You would better escalate this issue high enough so that you may be eligible to get a free replacement. My Mac had a defect SSD and repair cost was a whopping 800 AUD, but that Apple Store ended up replacing defect SSD for free to me.
     
  7. newellj macrumors 603

    Joined:
    Oct 15, 2014
    Location:
    Boston, MA, US
    #7
    If this were a wide-spread problem with the iPhone 6, places like MR are the place where you would see that - the nature of a forum like this is actually to over-emphasize the frequency of problems like that, not to obscure it.

    One-off issues do happen. I would try a different Apple Store, or escalate at the same store. It's their hardware and their firmware/OS - it ought to "just work." I don't know what to say other than be persistent.

    FWIW, there seem to be lots of issues with the 6S, as you can see in this forum. The 6 seems to have been very trouble-free, based on personal experience and reading this forum. Lightning sometimes strikes - Apple needs to step up.
     
  8. Mac-captive thread starter macrumors newbie

    Joined:
    May 29, 2016
    #8
    That is exactly why I posted this, to uncover any widespread problem, since someone has to be the first one to post. Based on lack of response, and no one else posting, it seems this is not as widespread, at least as the iPad problems. I don't understand your first statement.

    I followed the suggestion of one of the posters above and emailed Tim Cook. The next day I received an email from the store head, and today I spoke with her and they agreed to replace my phone. Persistence pays off!

    To clarify, I have an iPhone 6, not 6S. My 6 was also very trouble-free until this update wrecked it.
    --- Post Merged, Jun 1, 2016 ---
    This worked to my amazement! They are replacing my phone.
     
  9. MarcusCarpenter macrumors 6502a

    MarcusCarpenter

    Joined:
    Feb 18, 2013
    Location:
    London
    #9
    Just out of interest. Would you mind posting the email you sent? Thanks :)
     
  10. Mac-captive thread starter macrumors newbie

    Joined:
    May 29, 2016
    #10
    I would rather not, but I will say that it was respectful and honest, noted my history as a loyal customer, described the problem, described what had already been tried to fix it, and stated that I expected that Apple fix or replace it for free. I made it clear that if the issue wasn't resolved to my expectations that I would likely not remain an Apple customer in the future, nor recommend Apple products to my family, friends, or colleagues. I think the lesson here is that tech support can only try to find and fix problems. If you need to resolve bigger issues, then you have to go to the highest level possible.
     
  11. newellj macrumors 603

    Joined:
    Oct 15, 2014
    Location:
    Boston, MA, US
    #11
    Very glad that worked out well - shouldn't require emailing the CEO...

    I think "not as widespread" is a massive over-statement. "Statistically non-existent" might be more accurate. ;)
     
  12. kaiseryeahhh macrumors regular

    kaiseryeahhh

    Joined:
    Apr 3, 2013
    Location:
    Spain
  13. Böhme417 macrumors 6502

    Joined:
    Mar 11, 2009
    #13
    Did you not read the post where it said that was already attempted?
     

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