Apple issued an updated support document to Apple Stores and third-party authorized service providers this weekend. In the document, Apple outlines the repair process if the user experienced iPhone X Face ID failures.
What the document is saying that employees should first to run diagnostics and determine if the face ID of the customer's iPhone X can be fixed by servicing the rear camera. If there is still a problem after servicing the rear camera, staff are authorized to perform a whole unit replacement for iPhone X with Face ID issues, instead of a display repair.
Although it seems there is no conjunction of some kind links between failure of the iPhone X's rear camera and front TrueDepth system, however, several users wrote that they have noted that when their rear camera fails, Face ID also fails, which the phone itself displays a message reading “Face ID is not available, try again later.”
Image Credit Highsnobiety
What the document is saying that employees should first to run diagnostics and determine if the face ID of the customer's iPhone X can be fixed by servicing the rear camera. If there is still a problem after servicing the rear camera, staff are authorized to perform a whole unit replacement for iPhone X with Face ID issues, instead of a display repair.
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. 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.
Although it seems there is no conjunction of some kind links between failure of the iPhone X's rear camera and front TrueDepth system, however, several users wrote that they have noted that when their rear camera fails, Face ID also fails, which the phone itself displays a message reading “Face ID is not available, try again later.”
Image Credit Highsnobiety
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