Troubleshooting iPhone

Troubleshooting iPhone hardware

• Last Modified: September 27, 2010
• Article: TS2802

• Old Article: 305689

Symptoms

If you have issues with your iPhone, try these tips first.

Products Affected

iPhone

Resolution

Note: Installing the latest version of iOS may resolve the issue. Verify the iOS version installed and update if necessary. See these documents for assistance:

• iPhone, iPad, iPod: How to find software version
• iOS software update page

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Acoustic-speaker/microphone/receiver

No Audio on FaceTime, speakerphone, or video recording on iPhone 4
or: People hear noise when I call them on iPhone 4

Can't hear through the receiver or through speaker, and can't be heard

Low microphone volume

Sound from the speaker is low or muffled or I sound muffled or low when speaking into the mic¹

No sound through stereo headset¹

Power/Battery

Battery does not charge from the iPhone charger

Battery life seems short

iPhone acceptable temperatures

Will not power on

Display

Display image issues

Display does not go into landscape mode

Multi-Touch display not responding to touch

Display has no backlight or dark screen

Display does not adjust brightness automatically

Display shows a white screen

After finishing a call the display remains black

Screen will not lock or go black when answering calls

General phone use

Unable to make or receive calls

Interference while in carrying case

Will not go into airplane mode

The "No Service" message appears in the upper left corner of the display

Connectivity/Networking

No cell signal strength anywhere

Intermittent service in an area with good coverage

Wi-Fi issues

Not seen in iTunes/USB connection issues

See these articles for help with troubleshooting this issue:

• iPhone: Not recognized in iTunes for Mac OS X
• iPhone: Not recognized in iTunes for Windows
• iPhone: Troubleshooting USB connections
• Phone not recognized by computer because of improperly installed or out-of-date USB drivers

Buttons and Switches

Sleep/Wake button will not lock or unlock iPhone

1. Normally, to lock the phone, press the Sleep/Wake button. Note: By default, if you don't touch the screen for a minute, iPhone locks automatically.
2. Normally, to unlock iPhone, press the Home button or the Sleep/Wake button, then slide the slider.
3. If either of the above doesn't work, try turning iPhone off and then on again. Press and hold the Sleep/Wake button on top of iPhone for a few seconds until a red slider appears, and then slide the slider. Then press and hold the Sleep/Wake button until the Apple logo appears.
4. Try to lock or unlock the phone.

The Home button is slow to respond

1. If the Home button is slow to respond when exiting one application, try another application.
2. If the issue exists only in certain applications, try removing and reinstalling those applications. For further assistance in installing and troubleshooting applications see this article
3. If the issue continues, turn iPhone off and back on.
4. If the issue continues, reset iPhone. Press and hold the Sleep/Wake button and the Home button at the same time for at least ten seconds or until the Apple logo appears.
5. Restore iPhone. Follow the steps the steps in the iPhone Troubleshooting Assistant.

The Home button is not working

1. Put the iPhone to sleep.
2. Wait a couple of seconds.
3. Press the Home button.
4. iPhone should wake up.
5. If iPhone does not wake up, then iPhone should be serviced.

Camera

Camera is not functioning

1. If you do not see Camera on any of your Home screens (you may have more than one), check to make sure that Restrictions are not turned on by tapping Settings > General > Restrictions. If they are, set Allow Camera to ON or tap Disable Restrictions (in iPhone 2.1 software or later).
2. Ensure the camera lens is clean and free from any obstructions. Use a microfiber polishing cloth to clean the lens.
3. Third-party cases can interfere with the autofocus/exposure feature and the flash (iPhone 4 only); try removing the case if you have image-quality issues with photos.
4. Try turning iPhone off and then back on.
5. Tap to focus the camera on the subject. The image may pulse or briefly go in and out of focus as it adjusts.
6. Try to remain steady while focusing:
   1. Still images: Remain steady while taking the picture. If you move too far in any direction, the camera automatically refocuses to the center. Note: If you take a picture with iPhone turned sideways, it is automatically saved in landscape orientation.
   2. Video: Adjust focus before you begin recording. After recording begins, you cannot readjust focus until you stop recording. Exiting the Camera application while recording will stop recording and will save the video to the Camera Roll. Note: Video-recording features are not available on original iPhone or iPhone 3G.
7. On iPhone 4, if the issue is with the main camera, try using the front camera to see if the issue persists, or vice versa if you are using the front camera.

Accessories

Accessory not working

See About iPhone and iPod Accessories and Troubleshooting iPhone and iPod touch accessories for troubleshooting information.

Works with iPhone compatibility message

See TS1505 for information.

The stereo headset microphone button is not functioning properly

1. Verify the headset being used is compatible with the iPhone.
2. Verify there is no debris in the headset jack.
3. Insert the stereo headset and play audio using the iPod app. Verify both left and right channels are functioning.
4. Press the microphone button to see if it can pause and resume audio.
5. Make a phone call and see if the microphone is working.
6. If the issue persists, try another headset.
7. If the issue persists with another headset, have the iPhone serviced.

Bluetooth headset isn't responding or working correctly with iPhone

1. Third-party Bluetooth headsets may not be compatible with all iPhone models. Before troubleshooting or setting up service, check the product's website and verify that the headset is compatible with your iPhone.
2. Make sure iPhone is set to play sound through the headset. Tap Audio Source and choose iPhone Bluetooth Headset.
3. Make sure the headset and iPhone are charged.
4. Turn the headset off and on.
5. Turn the iPhone off and on.
6. On iPhone, make sure Bluetooth is turned on: In the Home screen, choose Settings > General > Bluetooth and turn Bluetooth on.
7. In the Bluetooth settings pane, verify that the headset is discoverable. (For third-party Bluetooth headsets, refer to the manual for instructions on setup, headset discovery, and default security codes. For the Apple Bluetooth Headset, press and hold the headset button until you hear five quick, high beeps in the earpiece. The status light repeatedly flashes green when the headset is discoverable.)
   • When the headset appears in the list of Bluetooth devices, tap to pair the iPhone with the headset.
   • If the headset does not appear, ensure it is discoverable and not currently paired with another phone.
   • If prompted by the iPhone, enter the security code "0000" and tap connect.
8. If the iPhone still does not pair with the headset, remove all records of other Bluetooth paired devices. Choose Settings > General > Bluetooth and tap the . Then choose "Forget this device".
9. Turn the iPhone off and on.
10. Try a known-good Bluetooth headset.
    • If the issue is solved with a known good headset, the issue is with original headset.
    • If the issue is not solved with a known good headset, and the settings are correct on the iPhone, replace the iPhone.
    • Verify the headset in question works on the replacement phone.

SIM

"No SIM installed" alert

Compass (not available on original iPhone or iPhone 3G)

Compass not functioning

1. Move to a location away from magnetic fields.
2. Recalibrate Compass by waving iPhone in a figure-eight motion. See this article for more information about recalibrating Compass.
3. Verify the compass is functioning by opening Maps, tapping , and then tapping it again. (The icon changes to .)

Note: Maps uses the built-in compass to determine your heading. The white beam shows the accuracy of the compass reading—the smaller the angle of the beam, the greater the accuracy.

Issue not resolved

My issue is still not resolved. What do I do next?

For information on service, go to: apple.com/support/iphone/service/faq/ for information on service.

Additional Information

Avoiding hearing damage

Permanent hearing loss may occur if the receiver, earbuds, headphones, speakerphone, or earpieces are used at high volume. Set the volume to a safe level. You can adapt over time to a higher volume of sound that may sound normal but can be damaging to your hearing. If you experience ringing in your ears or muffled speech, stop listening and have your hearing checked. The louder the volume, the less time is required before your hearing could be affected. Hearing experts suggest that to protect your hearing:

• Limit the amount of time you use the receiver, earbuds, headphones, speakerphone, or earpieces at high volume.
• Avoid turning up the volume to block out noisy surroundings.
• Turn the volume down if you can't hear people speaking near you.

For information about how to set a maximum volume limit on iPhone, see the iPhone User's Guide.

Do not open iPhone

Never attempt to repair or modify iPhone yourself. Disassembling iPhone, including the removal of external screws, may cause damage that is not covered under the warranty. iPhone does not contain any user-serviceable parts, except for the SIM card and SIM tray (micro-SIM on iPhone 4). Service should only be provided by an authorized service provider.

For more information about repairing or modifying iPhone, see the product information and safety guide for your iPhone.

Important: Information about products not manufactured by Apple is provided for information purposes only and does not constitute Apple’s recommendation or endorsement. Please contact the vendor for additional information.