iPhone X - won't activate after 'Carrier Update Failed' pop up.

[BigPaus]

My 7 month old (replacement, so no longer under warranty) iPhone x recently bit the dust for no apparent reason.

I took a phone call, after I ended the call a pop up said 'Carrier update failed, no cellular use or data available' or something to that affect. I connected to a wifi service, updated from 13.2.2 to 13.2.3 with no change. I restored the phone. No luck. Now I can't even get past the activation in order to get into the phone period!

Took it into the Apple store and they are telling me it's a physical issue with the cell baseband system - Full purchase needed is their remedy.

I find this to be a bit odd, as I said the phone is 7 months old as when they provided me with a replacement it was brand new. They advised me that it was not a refurb, but it was new. How can this crippling issue happen just suddenly? From my research, there is an issue with the logic board connection between itself. That would require physical involvement. This was sitting on my desk after taking a call and hanging up.

Any help is appreciated as I am at a loss here on what to do with this phone and Apple.

 

[BugeyeSTI]

My 7 month old (replacement, so no longer under warranty) iPhone x recently bit the dust for no apparent reason.

I took a phone call, after I ended the call a pop up said 'Carrier update failed, no cellular use or data available' or something to that affect. I connected to a wifi service, updated from 13.2.2 to 13.2.3 with no change. I restored the phone. No luck. Now I can't even get past the activation in order to get into the phone period!

Took it into the Apple store and they are telling me it's a physical issue with the cell baseband system - Full purchase needed is their remedy.

I find this to be a bit odd, as I said the phone is 7 months old as when they provided me with a replacement it was brand new. They advised me that it was not a refurb, but it was new. How can this crippling issue happen just suddenly? From my research, there is an issue with the logic board connection between itself. That would require physical involvement. This was sitting on my desk after taking a call and hanging up.

Any help is appreciated as I am at a loss here on what to do with this phone and Apple.

It was remanufactured to “like new” condition. Apple doesn’t replace phones with brand new units unless you returned it within 14 days of purchase and then repurchased again. What’s the exact model# listed in settings/general/about?

 

[BigPaus]

It was a remanufactured to like new condition. Apple doesn’t replace phones with brand new units unless you returned it within 14 days of purchase and then bought again..

He said it to me multiple times when going through the backup and restore on this new one I got. He said it is a brand new unit. Never used. None of the parts internally have been in another phone etc. I couldn't believe it but he said going forward from the iPhone X that was their policy.

 

[BugeyeSTI]

He said it to me multiple times when going through the backup and restore on this new one I got. He said it is a brand new unit. Never used. None of the parts internally have been in another phone etc. I couldn't believe it but he said going forward from the iPhone X that was their policy.

What’s the model#? If it starts with a ”M” it’s a new unit, if it starts with a ”N” it’s refurbished

 

[BigPaus]

What’s the model#? If it starts with a ”M” it’s a new unit, if it starts with a ”N” it’s refurbished

I will confirm shortly. It's at home and I'm at work. That might be quite the conversation piece when I go back to the Apple store as I was hesitant to replace my old one (GPS issues) as I didn't want a refurb unit. They assured me it wasn't.

 

[BigPaus]

What’s the model#? If it starts with a ”M” it’s a new unit, if it starts with a ”N” it’s refurbished

Sorry - I actually can't get the model number it seems. I get the Serial number, but no model. I am stuck now since the store did a full restore and it won't activate.

 

[BugeyeSTI]

Sorry - I actually can't get the model number it seems. I get the Serial number, but no model. I am stuck now since the store did a full restore and it won't activate.

No model#? It’s not listed right above the serial# in “about”?

 

[BigPaus]

No model#? It’s not listed right above the serial# in “about”?

No I can't even activate the phone. This is what I get going past the wifi section. (this isn't my phone, just a google image).

instead of the 4 bars on the right beside the battery symbol. I get them moving, like they are searching for signal.

 

[BugeyeSTI]

No I can't even activate the phone. This is what I get going past the wifi section. (this isn't my phone, just a google image).

instead of the 4 bars on the right beside the battery symbol. I get them moving, like they are searching for signal.

Does the wifi connection work?

 

[BigPaus]

Does the wifi connection work?

Yes, I can still get wifi to connect. Shows the symbol there at least.

 

[sarpler]

I think something weird is going on. You've always been able to activate iphones over wifi. Try putting the phone into DFU mode and completely wiping it with a fresh copy of iOS.

 

[BigPaus]

I think something weird is going on. You've always been able to activate iphones over wifi. Try putting the phone into DFU mode and completely wiping it with a fresh copy of iOS.

I have tried that as well with no luck. Same results. Apple store said the cellular baseband chip is gone and that's what talks to the activation service? Seems odd to me. From what I've looked up there could be separation between the two halves of the logic board.

 

[sarpler]

Eeeaaahhh..... I mean maybe? I always assumed Apple's servers were verifying the serial number, but it's possibly they verify the IMEI instead for some reason, and I guess it's possible that the only place the IMEI is stored is the cell chip. That doesn't really make a lot of sense to me but it's possible.

Are you SURE you did a full proper DFU wipe-reinstall, and not just a 'restore the os' from iTunes? When you turned the phone back on, did you log in with your Apple ID or try to sync from iCloud or anything? I still feel like doing a proper DFU wipe and setting the phone up as new (without any kind of sync, login, or restore) ought to fix something like this.

 

[BigPaus]

Eeeaaahhh..... I mean maybe? I always assumed Apple's servers were verifying the serial number, but it's possibly they verify the IMEI instead for some reason, and I guess it's possible that the only place the IMEI is stored is the cell chip. That doesn't really make a lot of sense to me but it's possible.

Are you SURE you did a full proper DFU wipe-reinstall, and not just a 'restore the os' from iTunes? When you turned the phone back on, did you log in with your Apple ID or try to sync from iCloud or anything? I still feel like doing a proper DFU wipe and setting the phone up as new (without any kind of sync, login, or restore) ought to fix something like this.

I haven't had to DFU restore in a long time. But I recall the 2 indicators being black screen, and not having the 'Update' option on the recovery pop up. I had both of those. Is there another indicator to make sure I am in DFU mode to recover?

 

[sarpler]

How exactly you get the phone into DFU and what exactly it does is model specific. Googling the procedure for an X indicates you need to plug the phone into a computer and launch iTunes first, then enter DFU. The phone's screen should stay black (no Apple or iTunes logo) and iTunes should pop up a dialog saying the phone is in recovery mode. That seems to be what you saw, so you probably did it right.

You didn't answer the other question though- after you did the DFU reinstall, at any point in the activation/setup process did you try to restore the phone from a backup or sync it or login with your Apple ID or anything? (I don't remember where in the process it asks for these things). It sounds like the Apple tech was right and one of the chips fried, but there's still a remote possibility that your old settings are corrupted. Try going through DFU again but this time set the phone up as a new owner who's never touched an Apple product before (assuming you get that far).

 

[BigPaus]

-snip-

So I have done a complete restore of the phone. At no point does it ask for any credentials. When it's done, it only shows 'iPhone' with a blank screen on iTunes. On the phone, I get through the first couple steps then after wifi selection it goes cannot activate with the blue exclamation triangle I posted earlier.

 

[konqerror]

Eeeaaahhh..... I mean maybe? I always assumed Apple's servers were verifying the serial number, but it's possibly they verify the IMEI instead for some reason, and I guess it's possible that the only place the IMEI is stored is the cell chip. That doesn't really make a lot of sense to me but it's possible.

The store is correct. The baseband is what gets unlocked in activation. Activation downloads parameters to the baseband like SIM lock status. It is also designed to lock out the baseband to make the phone useless if it is activation locked, i.e. stolen.

 

[Banglazed]

A friend experienced the same issue on an iPhone 7. I troubleshoot it using DFU, recovery or from backup. It could not be activated either.

 

[BigPaus]

The store is correct. The baseband is what gets unlocked in activation. Activation downloads parameters to the baseband like SIM lock status. It is also designed to lock out the baseband to make the phone useless if it is activation locked, i.e. stolen.

So this is a physical repair? Replace the baseband chip? I am going to see a guy this weekend who does repairs as such. Hopefully doesn't kill the bank account. 😭