Apple’s iPhone X has a camera fault that is crippling the face-recognition feature on customers’ devices.
According to a new report from MacRumors, the tech giant reportedly has sent a support document to retailers and authorised service centres addressing this issue.
“In order to provide the best customer experience, if a customer reports that their iPhone X is having Face ID issues, you may be able to resolve the issue with a rear camera repair,” reads the support document. “Run AST 2 on the customer’s device to check the camera. If the diagnostics find issue with the camera, perform the repair to see if the issue is resolved. If the issue is not resolved, perform a whole unit replacement instead of a same-unit display repair.”
The TrueDepth camera system is responsible for Face ID on the iPhone X, but this technology actually lives within the mobile device’s notch. Regardless, Apple’s official instructions require specialists to first conduct a rear camera repair, running AST 2 on the device for a diagnostics test on the camera. If the test identifies a problem, specialists are then asked to perform the necessary repair and see if it addresses the Face ID issue. If not, Apple is asking for a “whole unit replacement” rather than a same-unit display repair.
It’s currently unclear what the exact link between the rear and front camera is, but it sure looks like an issue with the dual-lens camera on the back might hinder Face ID functionality. 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 indeed connected.
The Face ID issue doesn’t appear to be widespread, but if you’re experiencing any problems, you should have your device checked. Start by visiting the customer support page on Apple’s website.
Apple is set to give developers a clearer idea of its future iPhone plans at its Worldwide Developers Conference, scheduled for June 4, where the company is expected to deliver a keynote speech detailing upgrades to its iOS, macOS, tvOS, and watchOS product lines.