IPhone X users facing rear camera, Face ID issues

Posted May 07, 2018

It appears that Apple has finally acknowledged the issue; a new report suggests that the company has sent a support document to retail stores and authorised service providers, which stated the process of dealing with the consumers who are experiencing issues with the Face ID. After discreetly addressing the microphone problem in iPhone 7 and iPhone 7 Plus, Apple is now doing the same for another serious problem in the iPhone X, which was labeled the world's best-selling smartphone in Q1 2018.

Apple Stores and Apple Authorized Service Providers are advised to run diagnostics and try a fix on the rear camera of an iPhone X with a malfunctioning Face ID.

The document, however, doesn't explain the issue in detail. In the past, users have come forward linking failures of Face ID and the rear camera. In a leaked internal document obtained by Mac Rumors, the Cupertino giant has warned Apple Authorized Service Providers that iOS 11.3 and iOS 11.3.1 has been plaguing some devices.

If the speaker button remains "greyed-out", they are then asked to run audio diagnostics.

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On the affected iPhones 7 and 7 Plus, the speaker symbol remains grey during a call and can not be selected. And if that does not turn out to be the case, the employee has to perform a simple unit replacement for the customer. If that doesn't work then it may be time to bring the phone to be fixed. The front-facing camera works perfectly. An affected unit is reported to prompt the message, "Face ID is not available, try again later".

In due course, the user had got his unit replaced with the new device by an Apple Store. The lenses differ on which they do.

As for the relation between the rear camera and Face ID, while there's no official information, an iPhone X user shared on Reddit a few months ago that a Genius Bar staff had confirmed to them that the True Depth camera and telephoto lens are connected. The wide angle did the ones that worked and is connected to the front facing camera.

One Reddit user explained the conversation he had with a Genius Bar personnel - "I was talking to the Genius Bar guy and he said that the cameras are connected".