Apple has revealed its repair process for instances where customers are experiencing issues with Face ID on the iPhone X. A new support document sent to the Apple retail stores and Authorized Service Providers reveals this information.
The document states that the technician should run a diagnostics which reveals if the Face ID issue could be solved by a rear camera repair. If the problem cannot be solved by changing the camera module then the customer is given a new phone instead.
The replacement of the rear camera to fix the Face ID might sound odd but several users have reported that rear camera and Face ID stop working at the same time. A Reddit user posted that both the rear camera and Face ID had stopped working properly on their iPhone X. According to the user, only the features such as slo-mo, time-lapse and panorama functions were working. This also affected the Face ID as the users would get a message “Face ID is not available, try again later.”
The user got their phone replaced at an Apple Store. The Genius bar representative explained that the True Depth camera and telephoto camera lens are connected
“I was talking to the Genius Bar guy and he said that the cameras are connected. The lenses differ on what they do. The wide angle did the ones that worked and is connected to the front-facing camera. The telephoto is connected to the true depth and was not working.”
The support document distributed this weekend formally instructs the technicians to first check the diagnostics of the rear cameras. Apple says this is “in order to provide the best customer experience.