iPhone 12 and iPhone 12 Pro Overview

Scope of this Document

iPhone 12 and iPhone 12 Pro troubleshooting steps, take-apart procedures, and other information about these models only.
Separate service guides cover other iPhone models.

Finishes

iPhone 12 is available in:

Black
White
(PRODUCT)RED
Green
Blue

iPhone 12 Pro is available in:

Silver
Graphite
Gold
Pacific Blue
Features

iPhone 12 features:

A14 Bionic chip with third-generation Neural Engine

Super Retina XDR display
6.1‑inch (diagonal) all‑screen OLED display
5G Cellular
Dual 12MP Ultra Wide and Wide cameras
5.78 ounces (164 grams)
12MP TrueDepth camera
Splash, water, and dust resistant
64GB, 128GB, and 256GB

iPhone 12 Pro features:

A14 Bionic chip with third-generation Neural Engine

Super Retina XDR display
6.1‑inch (diagonal) all‑screen OLED display
5G Cellular
Triple 12.7MP Ultra Wide, Wide, and Telephoto cameras
6.66 ounces (189 grams)
12MP TrueDepth camera
Splash, water, and dust resistant
128GB, 256GB, and 512GB

iPhone 12 and iPhone 12 Pro

1. Volume up/down buttons

2. Ring/silent switch
3. Proximity sensor
4. Ambient light sensor
5. Receiver (stereo speaker) and microphone
6. Front camera
7. TrueDepth cameras
8. Side button
 1. Bottom microphones
2. Lightning connector
3. Stereo speaker

iPhone 12

1. Cameras
2. Microphone
3. True Tone flash

iPhone 12 Pro
 1. Cameras
2. True Tone Flash
3. Microphone
4. LiDar scanner

Service Considerations

Important: Before servicing a device, ensure that the user has disabled Find My iPhone (HT201365) and removed any
transit cards (HT209495) in Settings.
5G: Prepare and activate for 5G on iPhone (HT211828).
Two-Factor Authentication: If performing a whole unit replacement for an iPhone that is a trusted device for two-
factor authentication (HT204915), do not erase the device until the user has set up a replacement iPhone.
Post-Repair Diagnostics: After a battery, display, and camera replacement the device must be configured through
System Configuration (TP1818) in AST 2.
Serial Number: There are several ways to find the iPhone serial number and IMEI/MEID (HT204073).
VMI: Refer to the Visual/Mechanical Inspection (VMI) Guide for specific model numbers and configuration codes.
Reset and Recovery Mode:
Reset: Press the Volume Up button. Then press the Volume Down button. Then press and hold the side button
until the screen goes black and the Apple logo appears.
Recovery Mode: Plug the device into a computer with iTunes open. Press the Volume Up button. Then press the
Volume Down button. Then press and hold the side button until the screen goes black and the recovery mode
screen appears.
Stereo Speakers: The receiver and bottom speaker are used together as stereo speakers. The left and right sound
channels are routed to the speaker or receiver based on the orientation of the iPhone.

New Tools and Fixtures

There are new tools necessary to remove the display from the iPhone. Caution: These tools are not backwards
compatible and previous tools and fixtures are not forward compatible.
1. The Heated Display Removal Fixture (661-17619)

2. The Heated Display Pocket (661-17617)

3. Display Adhesive Press Plate (923-04911)

After opening the device, use the new 6.1-inch Repair Tray for iPhone 12 and iPhone 12 Pro (923-04908) to support it.
The Repair Tray for iPhone 12 and iPhone 12 Pro is identified by a clover on the upper-right corner.
Visual/Mechanical Inspection (VMI) Guide for iPhone

Visual/Mechanical Inspection (VMI) Guide for iPhone

The Visual/Mechanical Inspection helps you determine whether a user's described iPhone issue was caused by a defect in
materials and workmanship, accidental damage, or intentional tampering and then determine which service type to use.
Devices with defects in materials and workmanship are eligible for service under Apple's Limited Warranty or applicable
consumer law. Devices with some forms of accidental damage may be eligible for service under an AppleCare Protection
Plan or AppleCare+ (where available) or eligible for out-of-warranty service at a cost to the user.

Apple warrants iPhone against defects in materials and workmanship, when the device has been used normally following
Apple's published guidelines, for a period of ONE (1) YEAR globally, except in Turkey where the period is TWO (2) YEARS,
from the date of original retail purchase by the end-user purchaser. The warranty covers issues caused solely by
manufacturing defects, regardless of accidental damage. The warranty doesn't apply to cosmetic damage, including but not
limited to scratches, dents, and broken plastic on ports, or to issues caused by normal wear and tear or aging of the device.

Service Eligibility
Eligible for Service (Returnable Damage)

A device with any of the following conditions is eligible for service:

Defects in materials and workmanship

Some forms of accidental damage, such as liquid contact

See Service Eligibility Guidelines section in the model-specific articles listed below for examples of damage eligible for
service under the warranty, an AppleCare Protection Plan, AppleCare+ (where available), or applicable consumer law or
eligible for out-of-warranty service at a cost to the user.

Ineligible for Service (Nonreturnable Damage)

A device with any of the following conditions is ineligible for service under the warranty or an AppleCare Protection Plan and
ineligible for out-of-warranty service:

Mismatch between the configuration code and the model, capacity, or color
Intentional tampering or damage
Disassembled device or missing parts
Catastrophic damage

Devices with catastrophic damage may be covered for AppleCare+ users.

Non-Apple Parts

Non-Apple parts, defined as all third-party parts and counterfeit parts, affect warranty and service eligibility as follows:

The presence of non-Apple parts doesn't affect service eligibility or warranty eligibility if the presence of the non-Apple
parts hasn't caused the issue for which the user is seeking service.
If the issue for which the user is seeking service is caused by a non-Apple part, the device is eligible for out-of-warranty
service.
Verify Backup of User Data

Verify Backup of User Data

Before troubleshooting a user's device, determine whether it is backed up with iCloud or iTunes.

iCloud Backup

An iCloud backup can be verified in one of the following locations:

Choose Settings > Apple ID > iCloud > iCloud Backup

Choose Settings > Apple ID > iCloud > Manage Storage > Backups
Learn more about iCloud and what iCloud backs up

User data syncing to iCloud

Some important user data can sync to iCloud separately from a backup. If a device needs to be erased and set up as new for
software troubleshooting, user data synced to iCloud can be downloaded to the device without the software issue returning.

Choose Settings > Apple ID > iCloud. Verify that any App containing data important to the user is syncing to iCloud.

Finder on user’s computer (macOS Catalina and later)

 1. Connect device to the user's computer with a Lighting to USB cable.
2. Open the Finder on the user's computer.
3. Choose the device from the Locations section of the left column of the Finder window.
4. Verify the latest backup in the Device backups pane.

iTunes on user’s computer (macOS Mojave and earlier)

1. Open iTunes on the user's computer.

2. Choose Preferences > Devices.
3. Verify the latest backup in the Device backups pane.

Important: To avoid syncing or backing up a user's device to a test computer, open iTunes, choose Preferences > Devices,
and then select "Prevent iPods, iPhones, and iPads from syncing automatically."
Cleaning Procedures

Contents
This article includes the following sections:

Required Tools
Dock or Lightning Connector (iPhone, iPad, iPod)
Headphone Jack
Speaker and Microphone
Receiver (iPhone)
Cleaning Putty (iPhone)
Antenna Band
SIM Tray
Loop Holder (iPod touch (5th generation))
Lightning Connector for AirPods Charging Case
Internal AirPods Charging Case
Sanitize AirPods

Required Tools

Lighted otoscope (or lighted magnifying glass)

ESD-safe brush (922-9918)
ESD-safe tweezers
Microfiber cloth
Compressed air (for AirPod lightning connector only)
Foam swab
Isopropyl alcohol (IPA) wipe
Nitrile gloves
Cleaning putty (923-03045) (for iPhone only)
PVC eraser

Caution: Never use compressed air to clean an iPhone, iPad, or iPod, as it can damage components.

Dock or Lightning Connector (iPhone, iPad, iPod)

Debris in the dock or Lightning connector can cause the following performance issues:

Unable to charge battery.

Device not recognized by computer or accessory.

Perform the following steps to clean the device:

1. Turn off the device.

2. Use a lighted otoscope or magnifying glass to inspect for debris.
3. Use an ESD-safe brush to delicately brush out debris. Be careful not to damage any metal contacts.
Note: Avoid brushing debris into the speaker or microphone on either side of the dock or Lightning connector.
4. Use ESD-safe tweezers to carefully remove any large pieces of debris. Be careful not to damage any metal contacts.
Headphone Jack

Debris in the headphone jack can cause the following audio or functional issues:

Device is stuck in headphone mode and no audio is heard from receiver or speaker.
Headphone audio is distorted (static or crackles) or is not functioning.
Headphone audio is only heard in one channel.
Headphone microphone has distorted sound or no sound.
Headphone connector will not fully fit into the headphone jack.

Warning: Do not use long metal tools (such as screwdrivers or dental picks) to clean inside the headphone jack as this could
puncture the battery.

1. Use a lighted otoscope or magnifying glass to inspect for debris.

2. Use an ESD-safe brush to brush out lint or debris. Use just enough bristles to fit inside the headphone jack. Twist the
bristles to loosen and lift out debris.
Speaker and Microphone

Debris blocking the speaker and microphone openings can cause the following audio performance issues:

Low or distorted volume audio from the speaker.

Muffled, low volume, or distorted audio recorded from the microphone.

Cleaning Procedure:

1. Use an ESD-safe brush to gently brush cover openings of the speaker and microphone.
Note: Brush debris away from the connector to avoid brushing debris into the dock or Lightning connector.

Receiver (iPhone)

Debris blocking the receiver opening can cause the following audio performance issues:

Muffled, low volume, or distorted audio through the receiver

Cleaning Procedure:

1. Inspect the receiver for loose debris.

2. Use an ESD-safe brush to gently brush the cover mesh in the receiver opening to remove debris.
Caution: Use extreme care to avoid damaging the microphone embedded within the receiver opening. Avoid using
large sweeping motions across the glass, as this could lead to scratches.
3. Use a microfiber cloth to wipe away the loosened debris.
Cleaning Putty (iPhone)

Important: Cleaning putty is only for use on iPhone. Do not use cleaning putty on any other product. Cleaning putty is not
intended to replace the ESD-safe brush. Before using cleaning putty, try cleaning the speaker, microphone, and receiver
grilles with an ESD-safe brush as described in the cleaning procedures above.

Cleaning putty should only be used on an iPhone that fails the AST 2 Audio Diagnostic test after following the ESD-safe
brush cleaning procedures. For more information about AST 2 for iOS, search for article title "AST 2 for iOS Reference
Guide."
Note: This procedure can be performed in front of the customer.

Debris blocking the speaker, microphone, or receiver grilles can cause audio performance issues such as:

Low or distorted volume audio from the speaker and/or receiver.

Muffled, low volume, or distorted audio recorded from the microphone.

Important:

Cleaning putty is only for use on iPhone. Do not use cleaning putty on any other product.
Do not use the same piece of cleaning putty on more than one device.
Use the cleaning putty only as described in this procedure.
Wear nitrile or lint-free gloves.
Do not use excessive force. Pushing too hard into the speaker, microphone, or receiver grilles can cause damage to
the device.

1. Remove the cleaning putty from the package.

2. Knead the cleaning putty until it is roughly 0.5-inch (1.3-cm) round.

3. Press the cleaning putty firmly into the speaker/microphone grille at the bottom of the iPhone.
4. Pull the cleaning putty directly away from the iPhone.
Important: Do not roll the cleaning putty off the iPhone. This could leave small amounts of cleaning putty in the
openings.

5. Repeat the process five times for both the left and right speaker/microphone grilles.

6. Follow the same process to clean the receiver. Repeat the process five times for the receiver.
 7. Follow the same process to clean the rear microphone. Repeat the process five times for the rear microphone.

8. Run the AST 2 Audio Diagnostic test again. If the iPhone fails the diagnostic test, use the same piece of cleaning putty
and repeat the entire cleaning procedure. If the iPhone passes the Audio Diagnostic, discard the used piece of cleaning
putty.
9. Use a microfiber cloth to clean away any loosened debris or residue.

Antenna Band

Discoloration on the antenna band can sometime occur after a repair. If you see discoloration on the band:

Use a white PVC eraser to gently buff the area.

Use a microfiber cloth to clean away any debris left by the eraser.

SIM Tray

Dirt and debris around the SIM tray can cause the following issues:

Difficulty opening or closing the SIM tray.

Dirt and debris entering the device when SIM tray is ejected and removed.
 1. Eject SIM tray from device.

2. Use an IPA wipe to gently wipe around edges of SIM tray to remove dirt from edges.
3. Use an IPA wipe to gently wipe around edges of SIM tray slot on device to remove dirt from edge.
4. Inspect the SIM tray to verify that dirt has been removed.
5. If any dirt still remains, repeat steps 2 and 3.

Loop Holder (iPod touch (5th generation))

Debris blocking the loop holder can cause the following functional issues:

Loop holder does not respond to touch.

Loop holder does not open/close.

1. Use an ESD-safe brush to delicately brush out lint or debris. If needed, use ESD-safe tweezers to pull out any large
pieces of lint or debris.
Go to top

Lightning Connector for AirPods Charging Case

Debris in the Lightning connector can cause the following performance issue:

Unable to charge the case battery.

Cleaning Procedure:

1. Use a lighted otoscope or magnifying glass to inspect for debris.

2. Blow away any loose debris with compressed air.

3. Use an ESD-safe brush to delicately brush out any remaining debris.

4. If needed, use ESD-safe tweezers to carefully pull out any large pieces of debris.
Caution: Be careful not to damage any metal contacts.
5. Use compressed air to remove any remaining loose debris.
6. Clean the outside of the case with a microfiber cloth.

Internal AirPods Charging Case

Contaminated contacts or debris in the AirPod wells can cause the following performance issue:
 AirPods will not charge

Caution: Do not use compressed air to clean inside the AirPod wells as this can cause debris to get stuck behind the
contacts.

1. Use a lighted otoscope or magnifying glass to inspect the AirPod wells for debris and the contacts for contamination.

2. Open an IPA wipe packet and insert the foam swab.

3. Press the foam swab inside the IPA wipe packet to transfer enough alcohol to moisten it.

4. Use the foam swab to gently rub the contacts in a vertical up-and-down motion.
Caution: To protect the spring finger contacts, do not twirl the swab or excessively force it on the contacts.

5. Gently clean out any other debris in the wells and charging case.
Sanitize AirPods

1. Place AirPods on a clean surface.

2. Clean the surface of each AirPod with an IPA wipe.
Important: Avoid getting any liquid on the microphone and speaker meshes and ports marked in the image below.
iPhone 12, iPhone 12 mini, iPhone 12 Pro, and iPhone 12 Pro Max
Accessories

Accessories included:

USB-C to Lightning Cable

Additional accessories (not included):

20W Power Adapter

Lightning to USB Cable (0.5 m)
Lightning to USB Cable (2 m)
Lightning to 3.5 mm Headphone Jack Adapter
Lightning to Micro USB Adapter (some countries)
Lightning Digital AV Adapter
Lightning to VGA Adapter
Lightning to SD Card Camera Reader
Lightning to USB Camera Adapter
Lightning to USB 3 Camera Adapter
Leather Case with MagSafe
Silicone Case with MagSafe
Leather Wallet with MagSafe
Clear Case with MagSafe
AirPods
MagSafe Charger and MagSafe Duo Charger

*Service strategy for leather and silicone cases: Leather and silicone cases are available as out-of-warranty service parts.
Refer to Visual/Mechanical Inspection (VMI) Guide for Apple Cases and Covers (SM268) to identify conditions that may
affect warranty coverage.

EarPods

Built-in remote to adjust volume, control music and video playback, and answer or end calls
Designed to rest comfortably inside a variety of ear sizes
Speakers inside are designed to minimize sound loss and maximize sound output

Lightning to USB Cable

USB 2.0
Connects iPhone, iPad, or iPod (with Lightning connector) to a computer’s USB port to sync and charge, or to a USB
Power Adapter to charge from a wall outlet
Reversible design
Lightning to 3.5 mm Headphone Jack Adapter

Connects devices that use a 3.5 mm audio plug to a Lightning device

Compatible with iPhone 5 and later using iOS 10 or later

Lightning to Micro USB Adapter

Connects iOS devices with a Lightning connector to micro USB cables and chargers to sync and charge device

Lightning Digital AV Adapter

Supports mirroring of a device’s screen to an HDMI-equipped TV, display, projector, or other compatible display in up
to 1080p HD
Requires an HDMI cable (sold separately) for connection to a TV or projector
Supports both video and audio output

Lightning to VGA Adapter

Supports mirroring of a device’s screen to a VGA-equipped TV, display, projector, or other compatible display in up to
1080p HD
Requires a VGA cable (sold separately) for connection to a TV or projector
Does not support audio output
Lightning to SD Card Camera Reader

Downloads photos and videos from a digital camera

Supports standard photo formats, including JPEG and RAW, along with SD and HD video formats, including H.264 and
MPEG-4
Compatible with iPhone 5 and later
Note: The Lightning to SD Card Camera Reader supports data transfer up to USB 3 speeds on the 10.5-inch and 12.9-
inch iPad Pro. All other iOS devices transfer at USB 2 speeds.

Lightning to USB Camera Adapter

Downloads photos and videos from a digital camera

Supports standard photo formats, including JPEG and RAW, along with SD and HD video formats, including H.264 and
MPEG-4
Compatible with iPhone 5 and later

Lightning to USB 3 Camera Adapter

Transfers photos and videos from a digital camera

Supports standard photo formats, including JPEG and RAW, along with SD and HD video formats, including H.264 and
MPEG-4
Compatible with iPhone 5 and later
Note: The Lightning to USB 3 Camera Adapter transfers data at USB 3 speeds when connected to a 10.5-inch and
12.9-inch iPad Pro. All other iOS devices transfer at USB 2 speeds.
Apple Watch and iPhone 6 and later Apple Pay Demo (Retail in Apple Pay
countries)

The Apple Pay demo only tests the functionality of Apple Pay hardware in Apple Watch and iPhone 6 and later. It does not
affect cards or bank accounts connected to Apple Pay.

Perform the following steps to run the Apple Pay demo:

1. Launch the EasyPay app.

2. Select Apple Pay Demo.
3. Hold the Apple Watch or the top of the iPhone near the back of the Isaac above the PIN pad display. If you are testing
an Apple Watch, then double-click the side button to activate Apple Pay.
4. Ask the user to authorize Apple Pay. Note: This will not charge the user’s card.

Results:

If the EasyPay app displays a green check mark, then the hardware is functioning correctly.
If the EasyPay app displays “No Response,” then retest. The hardware or software may not be functional, or a
compatible card may not have been set up on the device.
If the Isaac sled displays the “Card Not Accepted Swipe Card” error message and the EasyPay app displays “No
Response,” then the device hardware or software may not be functional.
If the EasyPay app displays a red X, then confirm that other point-of-sale (POS) transactions in the store are
completing successfully and try a different Isaac. If POS transactions are completing successfully and you are still
seeing this error on another Isaac, then the hardware or software may not be functional. The Apple Pay demo requires
fully functional POS systems.
Contactless Payment Reader

The Apple Pay test only verifies the functionality of Apple Pay hardware in Apple Watch and iPhone 6 and later. It does not
affect cards or bank accounts connected to Apple Pay.

Perform the following steps to run the Apple Pay test:

1. Connect the contactless payment reader to an open USB port on a computer.

2. Hold the Apple Watch or top of the iPhone near the contactless payment reader. If you are testing an Apple Watch,
double-click the side button to activate Apple Pay.
3. Ask the user to authorize Apple Pay. Note: This will not charge the user’s card.

Results

If the user authorizes Apple Pay: The contactless payment reader will beep and its light will turn green, indicating that
the hardware is functional.
If the user does not authorize Apple Pay: The light on the contactless payment reader will stay red and the iPhone will
continue to request authorization, indicating that the hardware is functional.

If neither of the above results occurs, then the hardware may not be functional.
iPhone USB Microscope Camera Setup

The Microinspection Procedure requires the USB Microscope tool (923-03299).

Setup and Use

Important: Do not use the supplied installation CD.

Note: The live video shown in Photo Booth may be inversed if effect is not applied, or if the Photo Booth Camera Flip
package was not downloaded and installed.

1. Download the [Link] at SD119: Camera Flip Effect Installation Package for USB Microscope
Tool.
2. Open the Photo Booth Camera Flip Installer and follow the onscreen instructions.
3. Open the USB Microscope box and unpack the USB Microscope. Note: Remove the protective lens cap from
microscope before use.
4. Plug the USB Microscope into an available USB port on a workstation computer.
5. Open Photo Booth.
6. In Photo Booth, select Camera in the top menu bar.
7. Choose Venus USB2.0 Camera.
8. Click the Effects button.
9. Choose the last page of effects, select Flip.
10. If the Shutter button in the center (below the live video) is not red, click it.
11. When you are ready to take a picture, click the red Shutter button.

USB Microscope Overview

Note: Snapshot Button will not work with Photo Booth. Click the Shutter button in Photo Booth to take a picture.

1. LED Light Control Wheel

2. Snapshot Button
3. Focus Wheel
4. Magnification Ruler
iPhone, iPad, and iPod touch Common Troubleshooting Procedures

When troubleshooting, attempt the common troubleshooting procedures in the order listed in the table below. Click the name
of a quick fix procedure for detailed information.

Important:

The following steps may not be effective for all issues. Apply only the steps necessary to isolate and resolve the user’s
issue.
Before servicing a device, verify that the customer has disabled Activation Lock on the device.

Procedure Action
Minimal Risk for Data Loss
Go to Settings > General > Software Update, if available; or
Update to
Connect the device to a computer and use the latest version
Latest
of iTunes (macOS Mojave and earlier) or Finder (macOS
Software
Catalina) to check for the latest software.

Connect to a known-good power outlet, using a known-good

Apple USB Power Adapter and Lightning to USB Cable to
charge the battery. Do not use a computer port or wireless
charging to charge.
Charge
Battery Note: The device may have entered a deep discharge state
that requires 20 to 30 minutes of charging to turn on. The
charging screen should be visible after two minutes of
charging.

iPhone with Face ID and iPad with Face ID:

1. Swipe up from the bottom of the screen to see the App

Switcher.
2. Swipe the app’s preview screen up to close the app.
Force an App
to Close iPhone 8 and earlier, iPhone SE, iPad with Home button,
and iPod touch:

1. Double-click the Home button to see the App Switcher.

2. Swipe the app’s preview screen up to close the app.
 A restart forces the device to close all open files and turns
off all hardware components.

For devices running iOS 11 and later:

1. Choose Settings > General > Shut Down.

2. Drag your finger across the slider to turn off the device.
3. Turn on the device by pressing and holding the
Sleep/Wake button or side button until the Apple logo
appears.

iPhone with Face ID and iPad with Face ID::

1. Press and hold either volume button and the side

Restart button until the power off slider appears.
2. Drag the slider, then wait 30 seconds for your device
to turn off.
3. To turn the device back on, press and hold the side
button (on the right side) until you see the Apple logo.

iPhone and iPad with Home button, and iPod touch:

1. Press and hold the side button or top button until the
power off slider appears.
2. Drag the slider, then wait 30 seconds for your device
to turn off.
3. To turn the device back on, press and hold the side
button or top button until you see the Apple logo.

Greater Risk for Data Loss

Perform a reset only if you are unable to do a restart.

iPhone 8 and later and iPad with Face ID: Press the
Volume Up button. Then press the Volume Down
button. Then press and hold the side button until the
screen goes black. Finally, press and hold the side
Reset button until the Apple logo appears.
iPhone 7: Press and hold the side button and Volume
Down button until the Apple logo appears.
iPhone 6s or earlier, iPad with Home button, and iPod
touch: Press and hold the Sleep/Wake button and
Home button until the Apple logo appears.

Data Loss
Erases all user content and settings, including installed
Erase All apps. From the Home screen, choose Settings > General >
Content and Reset > Erase All Content and Settings. If possible, try this
Settings* before a restore because it is much faster.

Erases all user data and restores the device to factory

settings. Connect the device to the computer, open iTunes
(macOS Mojave and earlier) or Finder (macOS Catalina and
Restore*
later), select the device, click Summary, then click the
Restore button.

Not Recommended
Recovery mode loads only the firmware drivers necessary
for a computer to recognize the device.

Recovery DF Reset and DFU Restore are not necessary to

Mode troubleshoot iOS devices. Restore and Recovery Mode
Restore* Restore take less time to accomplish the same result. If the
device will not go into Recovery Mode or will not charge,
then follow the troubleshooting steps in the Service Guide.

*Caution: Procedures will delete all user data and settings on the device. If saving content is important to the user, a backup
should be made before beginning this process. If restoring user data from either an iCloud or computer backup causes an
issue to return, there is no reason to restore from the other backup method as it will lead to the same result.
Charge Battery

The device must have sufficient battery charge to proceed with troubleshooting. A low battery charge can cause many
issues.

If the device has any of the following symptoms, connect it to the appropriate USB or USB-C Power Adapter to charge for at
least 10 minutes:

Will not turn on

Black screen
Charging screen
Low battery charge

Note: If the device is extremely low on power, the display may be blank for up to two minutes before the low-battery image
appears. To sufficiently charge the battery, use the device-appropriate Apple USB Power Adapter, because it delivers more
power than the USB ports of some computers. Once the device has started up to the lock screen, it can be disconnected
from the power adapter and connected to a computer.

If troubleshooting or testing will be performed without the device connected to power, make sure the device has a sufficient
charge before continuing.

Important:

Before connecting any cable to the dock connector, Lightning connector, USB-C, or headphone jack, check the ports
for debris, contamination, corrosion, liquid, or damage. Clean or remedy these issues before connecting any cables.
If the device becomes too hot while charging, disconnect and replace the device.
Only use a known-good Apple USB Power Adapter with an Apple Lightning to USB Cable when charging from a power
outlet. While other power adapters may appear to be compatible, their lower power output is not sufficient to charge the
device.
The battery icon in the status bar shows the battery charging status and approximately how much charge is left in the
battery. When the device is connected to a power source, a lightning bolt appears beside the battery icon.

Note: An iPad may take longer to charge while syncing or in use. If the iPad is connected to a source that does not
provide sufficient power to charge the device, a “Not Charging” message appears next to the battery icon in the status
bar.
Force an App to Close

The following procedure forces an app that is nonresponsive or not performing as expected to close. Forcing an app to close
is a recommended first troubleshooting step.

iPhone X or later or iPad running software iPhone X or iPad running iOS 11:
version 12 or later:
1. Swipe up from the bottom of the screen
1. Swipe up from the bottom of the screen to see the App Switcher.
to see the App Switcher. 2. Tap and hold the app until the minus
2. Swipe up on the app. button appears.
3. Tap the minus button or swipe up on
the app.

iOS 12 or later iOS 11

iPhone with Home button or iPad running iOS 7 through iOS 10:

1. Double-click the Home button to see the App Switcher.

2. Swipe up on the app.

iOS 9 and 10 iOS 7 and 8

iOS Restart

Restarting saves user data, closes all open applications, turns off all hardware components, and then restarts the device.

A restart can quickly resolve a wide range of issues, including the following issues:

Apps unexpectedly quit.

Battery life is shorter than expected.
Hardware is not performing as expected.
Interface or apps are slow to respond.
A computer does not recognize or sync with the device.

Procedure

For devices running iOS 11 and later:

1. Choose Settings > General > Shut Down.

2. Drag your finger across the slider to turn off the device.
3. Turn on the device by pressing and holding the Sleep/Wake button or side button until the Apple logo appears.

iPhone and iPad with Face ID:

1. Press and hold either volume button and the side button until the power off slider appears.
2. Drag the slider, then wait 30 seconds for your device to turn off.
3. To turn the device back on, press and hold the side button (on the right side) until you see the Apple logo.

iPhone and iPad with Home button, and iPod touch:

1. Press and hold the side button or top button until the power off slider appears.
2. Drag the slider, then wait 30 seconds for your device to turn off.
3. To turn the device back on, press and hold the side button or top button until you see the Apple logo.

Note: If the device is unresponsive and won’t restart, reset the device (TP330).
iOS Reset

If the device is unresponsive and will not restart, try to reset it.

Important: Reset the device only if it will not restart.

Key Points

Resetting the device removes all power for a fraction of a second to turn off the device.
Resetting the device does not close open files or save data before the device turns off.
Caution: Resetting the device can potentially cause file or operating system damage, requiring a restore.

Procedure

iPhone and iPad with Face ID:

1. Press the Volume Up button.

2. Press the Volume Down button.
3. Press and hold the Side or Top button for at least 10 seconds, until you see the Apple logo.

iPhone 7, iPhone 8, iPhone SE (2nd generation), and iPod touch (7th generation):

Press and hold both the Volume Down button and the Side or Top button for at least 10 seconds, until you see the
Apple logo.

iPhone 6s and earlier, iPad with Home button, and iPod touch (6th generation and earlier):

Press and hold both the Sleep/Wake button and Home button for at least 10 seconds, until you see the Apple logo.
Erase All Content and Settings

Erasing all content and settings is a quick way to restore the device to factory settings. Erase All Content and Settings can
resolve software issues more quickly than a time-consuming restore, but it will not reinstall iOS like a restore does.

Caution: Erasing all content and settings will delete all user data and settings on the device.

Important: Before servicing a device, verify that the user has disabled Activation Lock (HT201365) on the device.

Procedure:

1. Choose Settings > General > Reset > Erase All Content and Settings.

If erasing all content and settings does not resolve the issue, proceed with a Restore.
Restore

A restore completely erases the device and installs the latest software version.

Caution: Restoring the device will delete all user data and settings.

Important: Before servicing a device, verify ensure that the user has disabled Activation Lock (HT201365) on the device.

Key Points:

A restore erases all user content, settings, and files, and then reinstalls software only.
A restore is time-consuming, especially if you have to download the restore package.
If the customer’s computer displays an alert with an error code, refer to the following articles:
HT204770: iOS update and restore errors
HT201210: If you see an error when you update or restore your iPhone, iPad, or iPod

Note: When restoring a device with iTunes (macOS Mojave and earlier) or Finder (macOS Catalina) on a customer’s
computer (HT201252), copy or rename the backup folder before proceeding to avoid erasing previous backups.

Procedure for macOS Catalina:

1. Connect the device to a computer.

I

2. Open Finder, select the device from the Locations section of the left column of the Finder window, click Summary, then
click the restore button.
3. When the restore is complete, set up the device as new and test it before restoring a backup or syncing content.

Procedure for macOS Mojave and earlier:

1. Connect the device to a computer running the latest version of iTunes.

If the device is locked with an unknown passcode or is disabled, refer to HT204306: If you forgot the passcode for
your iPhone, iPad, or iPod touch, or your device is disabled.
2. Open iTunes, select the device, click Summary, then click the restore button.
3. When the restore is complete, set up the device as new and test it before restoring a backup or syncing content.
Recovery Mode Restore

If a computer cannot detect the device or a specific restore error appears, check the cable connections. If the issue persists,
put the device in recovery mode.

Caution: If the device is put in recovery mode and then restored, all user data and settings will be erased.

If you cannot restore the device, even when it is in recovery mode, discuss service and replacement options with the user.

Important: Before servicing a device, verify that the user has disabled Activation Lock on the device.

Key Points

Recovery mode loads only the firmware drivers necessary for a computer to recognize the device.

Note: In certain situations, a device will automatically enter recovery mode after an update or restore. If the device is
connected to a computer, updating the software may resolve an issue without erasing user data and settings. If updating the
software does not work, it may be necessary to restore the device, which will erase all user data and settings.

Procedure

Perform the following steps to put the device in recovery mode. If the device is already in recovery mode, connect the device
to a computer and start at step 3.

1. Connect the device to a computer and open the Finder.

Note: You can connect the device to a power adapter instead of a computer and continue with step 2. If you are able to
complete step 2 and put the device is recovery mode, disconnect it from the power adapter and connect it to a
computer. Then continue with step 3.
2. While the device is connected, force restart it with these steps:
iPad Pro 11-inch and iPad Pro 12.9-inch (3rd and 4th generation): Press and quickly release the Volume Up
button. Press and quickly release the Volume Down button. Press and hold the Top button until the device begins
to restart. Continue holding the Top button until the recovery mode screen appears.
iPhone 8 and later: Press and quickly release the Volume Up button. Press and quickly release the Volume
Down button. Then, press and hold the Side button until the recovery mode screen appears.

iPhone 7, iPhone 7 Plus, and iPod touch (7th generation): Press and hold the Side (or Top) button until the
power off slider appears. Drag the slider to turn off your device. Connect your device to your computer while
holding the Volume down button. Keep holding the Volume down button until you see the recovery mode screen.
iPhone 6s and earlier, iPad, or iPod touch: Press and hold both the Home and the Top (or Side) buttons at the
same time. Keep holding them until the recovery mode screen appears.
 3. Use the Finder to update or restore the device. Updating the device may preserve the user data and settings. Restoring
the device will erase all user data and settings.

If the charging screen appears, connect the device to a power adapter for at least 10–15 minutes to ensure the battery has
some charge. Then repeat steps 1 through 3.

If the recovery mode screen does not appear, repeat steps 1 through 3.

If you decide not to do a restore, you may be able to exit recovery mode by resetting the device.

If you are unable to restore the device, see the appropriate service guide for additional troubleshooting.
Accessory Does Not Function
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to
troubleshooting. Check for any service restrictions in the
diagnostic results.

1. Verify that the accessory’s package has a “Made for

iPhone” label and not a “Made for iPod” or “Made for
iPad” label. Refer to HT201619: About iPhone, iPad,
and iPod accessories.
2. Verify that the device is securely connected to the
accessory and not loose, slanted, or partially connected.
“This accessory is not made to work with iPhone” 3. Try the Lightning connector in both orientations.
message when Made for iPhone accessory or no 4. Refer to the following articles:
accessory is connected.
HT203284: If you need help with iPhone, iPad, or iPod
touch accessories
HT208277: If you see an ‘Accessory may not be
supported’ alert
HT208857: Using USB accessories with iOS 11.4.1 and
later

5. Follow all steps in TP880: iPhone, iPad, iPod touch

Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty
and service eligibility.

Important: Only damage

described in the green section of
the VMI is eligible for warranty
1.
service. Damage described in the Go to step 2.
No ${[Link]}
yellow or red section of the VMI
is not eligible for warranty
service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty
Return the
service (yellow section of VMI) or
device to the
is ineligible for service (red
user. Due to
2. section of VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
 Check Result Action Code Commodity
Go to step 4.
Yes ${[Link]}
Service
required.
Proceed with
Check the Lightning connector repair creation
for debris obstruction. Follow to see available
steps in TP320: Cleaning options. If
Procedures to clean the Lightning available,
3. connector. choose a
No modular repair B91 IPHONE
or mail-in repair.
Are you able to clean the Perform a whole
Lightning connector? unit
replacement
only if there are
no other
options.

Check the following articles to Go to step 5.

Yes ${[Link]}
verify that the user’s accessory is
compatible with the user’s
device:

TP1196: iPhone Issue resolved.

Accessories Advise the user
4.
HT201619: About iPhone, to purchase the
No ${[Link]}
iPad, and iPod accessories correct
accessory.

Is the user’s accessory

compatible with the user’s
device?
Connect the user’s accessory to Issue resolved
the user’s device. by cleaning the
Yes ${[Link]}
device.
Test accessory functionality.
5.
Go to step 6.
No ${[Link]}
Does the accessory function
properly?
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
Substitute a known-good similar modular repair
accessory, if available, and or mail-in repair.
connect it to the user’s device. Perform a whole
IPHONE
Yes unit B09
ACCESSORY
6. Test accessory functionality. replacement
only if there are
no other
Does the accessory function options.
properly?
If the user has a
third-party
accessory, refer
to manufacturer
for support.

Go to step 7.
No ${[Link]}
 Check Result Action Code Commodity
Follow the steps in HT201252: Go to step 9.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
7.
Go to step 8.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify
that the user has a backup or has
given consent before proceeding.

Did restore complete?

Go to step 9.
Yes ${[Link]}
Service
required.
Proceed with
Perform the steps in HT201210: repair creation
If you see an error when you to see available
update or restore your iPhone, options. If
iPad, or iPod and HT204770: iOS available,
8. update and restore errors to choose a
attempt to restore the device. No modular repair B0J IPHONE
or mail-in repair.
Perform a whole
Did restore complete? unit
replacement
only if there are
no other
options.

Go to step 10.
Yes ${[Link]}
Service
required.
Proceed with
Substitute a known-good similar repair creation
accessory, if available, and to see available
connect it to the user's device. options. If
available,
9. Retest accessory functionality. choose a
No modular repair B0M IPHONE
or mail-in repair.
Does the accessory function Perform a whole
properly? unit
replacement
only if there are
no other
options.
 Check Result Action Code Commodity
Issue resolved
by restoring the
Yes ${[Link]}
device.

Service
required.
Proceed with
repair creation
to see available
options. If
Connect the user’s accessory to available,
the user’s device. choose a
modular repair
Retest accessory functionality. or mail-in repair.
10.
Perform a whole
unit IPHONE
No B09
Does the accessory function replacement ACCESSORY
properly? only if there are
no other
options.

If the user has a

third-party
accessory, refer
to the
manufacturer
for support.
TV and Video Output Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.
When using video output adapter, such as Lightning Digital
AV Adapter or Lightning to VGA Adapter, the following
1. Refer to HT202044: About Apple Digital AV Adapters for
symptoms may occur:
iPhone, iPad, and iPod touch to verify that the user's
device and video output adapter accessory are
Unable to display device content on TV
compatible and supported.
Unable to display device content on projector
2. Try the Lightning connector in both orientations.
Unable to mirror content
3. Verify that the cables are plugged into the appropriate
No audio over HDMI when mirroring using GarageBand
input jacks and correct input is selected on TV or
or iMovie
projector.
4. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty
and service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section
user. Due to
2. of VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
 Check Result Action Code Commodity
Go to step 4.
Yes ${[Link]}
Service
required.
Proceed with
repair creation
Check the Lightning connector for
to see available
debris obstruction. Follow steps in
options. If
TP320: Cleaning Procedures to
available,
clean the Lightning connector.
3. choose a
No modular repair B91 IPHONE
or mail-in repair.
Are you able to clean the
Perform a whole
Lightning connector?
unit
replacement
only if there are
no other
options.

Follow steps in TP1045: iPhone Issue resolved

Functional Test to test video by cleaning the
Yes ${[Link]}
playback functionality on the device.
user’s device.

Connect the user’s device to the

TV or projector with the user’s
4.
adapter and cable.
Go to step 5.
No ${[Link]}
Test adapter functionality.

Does the adapter function

properly?
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
Substitute a known-good similar
modular repair
adapter and cable, if available,
or mail-in repair.
and connect it to the user’s
Perform a whole
device. IPHONE
Yes unit B09
ACCESSORY
5. replacement
Test adapter functionality.
only if there are
no other
options.
Does the adapter function
properly?
If the user has a
third-party video
adapter, refer to
manufacturer for
support.

Go to step 6.
No ${[Link]}
 Check Result Action Code Commodity
Follow steps in HT201252: Go to step 8.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
6.
Go to step 7.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify
that the user has a backup or has
given consent before proceeding.

Did restore complete?

Go to step 8.
Yes ${[Link]}
Service
required.
Proceed with
Perform the steps in HT201210: If repair creation
you see an error when you to see available
update or restore your iPhone, options. If
iPad, or iPod and HT204770: iOS available,
7. update and restore errors to choose a
attempt to restore the device. No modular repair B0J IPHONE
or mail-in repair.
Perform a whole
Did restore complete? unit
replacement
only if there are
no other
options.

Go to step 9.
Yes ${[Link]}
Service
required.
Proceed with
Substitute a known-good similar
repair creation
adapter and cable, if available,
to see available
and connect it to the user’s
options. If
device.
available,
8. choose a
Retest adapter functionality.
No modular repair B0J IPHONE
or mail-in repair.
Perform a whole
Does the adapter function
unit
properly?
replacement
only if there are
no other
options.
 Check Result Action Code Commodity
Issue resolved
by restoring the
Yes ${[Link]}
device.

Service
required.
Proceed with
repair creation
to see available
Connect the user’s device to the options. If
TV or projector with the user’s available,
adapter and cable. choose a
modular repair
9. Retest adapter functionality. or mail-in repair.
Perform a whole
IPHONE
No unit B09
ACCESSORY
Does the adapter function replacement
properly? only if there are
no other
options.

If the user has a

third-party video
adapter, refer to
manufacturer for
support.
Apple Pay and Wallet Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check
 Symptoms Quick Check
Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

Important: Before servicing a device, ensure that all transit

and student ID cards have been removed from Wallet on the
user’s device. Also ensure Apple Cash is turned off and any
Express Mode-enabled cards are disabled. For more
information, refer to the following:

OP2152: Service considerations for devices with Apple

Pay
RS256: Service considerations for devices with Apple
Pay (for Apple Retail users)
HT205583: Manage the cards that you use with Apple
Pay
HT209495: Use Express Transit with Apple Pay

If the user’s device cannot turn on, have the user go to

[Link] on another computer to perform these steps,
before servicing the device.

Note: If the user’s issue is specific to the Home or Side button

not responding when pressed, select “Home Button Issues” or
“Side Button Issues” from the troubleshooting menu. If the
user’s issue is specific to Touch ID or Face ID functionality,
select “Touch ID Issues” or “Face ID Issues” from the
troubleshooting menu. The following procedure is intended for
Apple Pay issues only.

1. Verify that the user’s device is compatible with Apple

Unable to set up Apple Pay on device Pay.
Unable to make contactless payment using Apple Pay 2. Verify that the user’s payment card is eligible for Apple
on device Pay.
Unable to use transit or student ID cards with Apple Pay 3. Verify that the user’s device has Internet access to
Unable to make in-app payment using Apple Pay on complete Apple Pay setup. Internet access is not
device required for Apple Pay operation.
Apple Pay stopped functioning 4. Have the user delete and then reenroll the same
payment card to the device to verify if the issue is with
the card or the device.

Important: Apple Pay card enrollment and authorization

process can take up to several hours depending on network
conditions.

Refer to the following for more information about Apple Pay:

HT208733: If you see an Update Failed or Apple Pay

Not Available alert after iOS update or restart
HT201469: About Apple Pay
HT204916: Apple Pay participating banks in Canada,
Latin America, and the United States
HT206637: Apple Pay participating banks in Europe and
the Middle East
HT206638: Apple Pay participating banks and card
issuers in Asia-Pacific
HT204506: Set up Apple Pay
HT205630: If you can’t add cards to Wallet for Apple
Pay
HT205583: Manage the cards that you use with Apple
Pay
HT201239: How to use Apple Pay
HT209494: Set up a card in Wallet to ride transit with
Apple Pay
HT209545: Pay for transit with Apple Pay if Express
Transit mode isn’t supported or enabled
HT207958: Where you can ride transit with Apple Pay
HT203027: Apple Pay security and privacy overview
Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty
and service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Determine whether the device is Go to step 3.
Yes ${[Link]}
eligible for out-of-warranty service
(yellow section of VMI) or is Return the device
ineligible for service (red section to the user. Due
2. of VMI). to damage, the
No device is no ${[Link]}
longer eligible for
Is the device eligible for out-of- support.
warranty service?
Isolate the user’s Apple Pay issue Go to step 4.
A ${[Link]}
to one of the following scenarios:

A. The user attempted to make

a contactless payment
using Apple Pay, or the user
attempted to use Apple Pay
3.
for transit or student ID. Go to step 11.
B ${[Link]}
B. The user attempted to make
an in-app purchase using
Apple Pay.

Which issue is relevant?

Run the AST 2 MRI diagnostic Go to step 6.
Yes ${[Link]}
suite on the user’s device to
check the Secure Element chip.

The Secure Element chip is a

4.
crucial component of Apple Pay Go to step 5.
No ${[Link]}
functionality.

Does the device pass all tests?

Restart device. If the device does Go to step 6.
Yes ${[Link]}
not restart, try to reset it.

Rerun the AST 2 MRI diagnostic

5.
suite on the user’s device. Go to step 7.
No ${[Link]}

Does the device pass all tests?

 Check Result Action Code Commodity
Follow steps in the following to
test Apple Pay NFC hardware
functionality on the user’s device:

TP1257: Contactless Payment ESCALATION

Reader REQUIRED.
Yes B5J
or Issue cannot be
duplicated.
TP1282: Apple Pay Demo (Retail
6. in Apple Pay countries) Contact CSS for
additional
Assure the user that the test only support.
checks the functionality of the
Apple Pay hardware within the
device. The test will not affect
cards or bank accounts
Go to step 7.
connected to Apple Pay. No ${[Link]}

Does the device pass all tests?

Follow steps in HT201252: Go to step 9.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
7.
Go to step 8.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify
that the user has a backup or has
given consent before proceeding.

Did restore complete?

Go to step 9.
Yes ${[Link]}
Service required.
Perform steps in HT201210: If Proceed with
you see an error when you repair creation to
update or restore your iPhone, see available
iPad, or iPod and HT204770: iOS options. If
8. update and restore errors to available, choose
attempt to restore the device. No a modular repair B0J IPHONE
or mail-in repair.
Perform a whole
Did restore complete? unit replacement
only if there are
no other options.

Go to step 10.
Yes ${[Link]}
Service required.
Proceed with
repair creation to
Rerun the AST 2 MRI diagnostic see available
suite on the user’s device. options. If
9. available, choose
No a modular repair B5J IPHONE
Does the device pass all tests? or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
 Check Result Action Code Commodity
Follow steps in the following to Issue resolved by
test Apple Pay NFC hardware restoring the
Yes ${[Link]}
functionality on the user’s device: device.

TP1257: Contactless Payment

Reader
Service required.
or Proceed with
repair creation to
TP1282: Apple Pay Demo (Retail see available
10. in Apple Pay countries) options. If
available, choose
Assure the user that the test No a modular repair B5J IPHONE
checks the functionality of the or mail-in repair.
Apple Pay hardware within the Perform a whole
device only. And will not affect unit replacement
cards or bank accounts only if there are
connected to Apple Pay. no other options.

Does the device pass all tests?

Run the AST 2 MRI diagnostic

suite on the user’s device to ESCALATION
check the Secure Element chip. REQUIRED.
Yes B5J
The Secure Element chip is a Issue cannot be
11.
crucial component of Apple Pay duplicated.
functionality.
Contact CSS for
additional
Does the device pass all tests? support.

Go to step 12.
No ${[Link]}

Restart device. If the device does ESCALATION

not restart, try to reset it. REQUIRED.
Yes B5J
Rerun the AST 2 MRI diagnostic Issue cannot be
12.
suite on the user’s device. duplicated.

Contact CSS for

Does the device pass all tests? additional
support.

Go to step 13.
No ${[Link]}
Follow steps in HT201252: Go to step 15.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
13.
Go to step 14.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify
that the user has a backup or has
given consent before proceeding.

Did restore complete?

 Check Result Action Code Commodity
Go to step 15.
Yes ${[Link]}
Service required.
Perform steps in HT201210: If Proceed with
you see an error when you repair creation to
update or restore your iPhone, see available
iPad, or iPod and HT204770: iOS options. If
14. update and restore errors to available, choose
attempt to restore the device. No a modular repair B0J IPHONE
or mail-in repair.
Perform a whole
Did restore complete? unit replacement
only if there are
no other options.

Issue resolved by
restoring the
Yes ${[Link]}
device.

Service required.
Proceed with
Rerun the AST 2 MRI diagnostic repair creation to
suite on the user’s device. see available
15. options. If
available, choose
Does the device pass all tests? No a modular repair B5J IPHONE
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
Bluetooth Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Verify that the Bluetooth accessory’s package has a

“Made for iPhone” label. Refer to HT201619: About
iPhone, iPad, and iPod accessories.
2. Refer to HT204091: Pair a third-party Bluetooth
accessory with your iPhone, iPad, or iPod touch for
more information on using Bluetooth accessories with
iPhone.
3. Verify specific Bluetooth functionality is supported as
identified in HT204387: Bluetooth profiles that iOS and
iPadOS support.
4. Follow steps in HT201205: If you can't connect a
Bluetooth accessory not pairing Bluetooth accessory to your iPhone, iPad, or iPod touch.
Bluetooth accessory not recognized 5. If the user’s issue involves pairing the device with a car
Bluetooth option grayed out in Settings stereo, follow steps in HT203412: If your iPhone, iPad,
or iPod doesn’t connect to or work in your car.
6. Go to Settings > Bluetooth and tap the slider twice to
verify that you can turn Bluetooth off and on.
7. If the device is in a case, remove the case. Retest to
verify if the case is causing signal interference.
8. Go to Settings > Airplane Mode and turn it on. Wait 15
seconds, then turn it off. This will reset all wireless
connections on the device. Retest.
9. Reset Bluetooth accessory to delete all paired devices.
Refer to the accessory user manual for instructions to
reset and unpair the accessory.
10. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Determine whether the device is Go to step 3.
Yes ${[Link]}
eligible for out-of-warranty service
(yellow section of VMI) or is Return device to
ineligible for service (red section of user. Due to
2. VMI). damage, the
No device is no ${[Link]}
longer eligible
Is the device eligible for out-of- for support.
warranty service?
 Check Result Action Code Commodity
Run the AST 2 MRI diagnostic Go to step 7.
Yes ${[Link]}
suite on the user’s device.

Check diagnostic results to verify

the presence of Bluetooth
hardware.

Note: You may need to update the

user’s device to the latest
operating system to run AST 2
MRI. Do not restore the user’s
device before running AST 2 MRI.
3.
Go to step 4.
No ${[Link]}
Warning: Verify user has a
backup or has given consent
before proceeding.

If AST 2 is not available, then

follow steps in TP1045: iPhone
Functional Test to test Bluetooth
functionality.

Does MRI detect Bluetooth?

Follow steps in HT201252: Go to step 6.
Yes ${[Link]}
Restore your iPhone, iPad, or iPod
to factory settings to restore the
device using the computer. If the
restore fails, attempt a recovery
mode restore. See TP337:
Recovery Mode Restore.
4.
Go to step 5.
Warning: Restoring the device will No ${[Link]}
delete all user data. Verify that the
user has a backup or has given
consent before proceeding.

Did restore complete?

Go to step 6.
Yes ${[Link]}
Service required.
Perform the steps in HT201210: If Proceed with
you see an error when you update repair creation to
see available
or restore your iPhone, iPad, or
options. If
iPod and HT204770: iOS update
available,
5. and restore errors to attempt to
choose a
restore the device. No B0J IPHONE
modular repair
or mail-in repair.
Perform a whole
Did restore complete?
unit replacement
only if there are
no other options.
 Check Result Action Code Commodity
Go to step 7.
Yes ${[Link]}
Run the AST 2 MRI diagnostic
suite on the user’s device. Service required.
Proceed with
Check diagnostic results to verify repair creation to
the presence of Bluetooth see available
hardware. options. If
available,
6.
If AST 2 is not available, then choose a
No B47 IPHONE
follow steps in TP1045: iPhone modular repair
Functional Test to test Bluetooth or mail-in repair.
functionality. Perform a whole
unit replacement
only if there are
Does MRI detect Bluetooth? no other options.

Issue resolved.
Bluetooth
accessory is not
functioning as
expected. Refer
Yes ${[Link]}
user to Bluetooth
accessory
manufacturer for
Attempt to pair the device with a support.
known-good Bluetooth accessory.
Test for accessory functionality. Service required.
Proceed with
7.
repair creation to
Does device function as expected see available
with a known-good Bluetooth options. If
accessory? available,
choose a
No B47 IPHONE
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
Cannot Play Media
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. If user’s computer is available, verify that it is authorized

Song, video, or other media stored on device will not in iTunes or Apple Music with the user’s Apple ID. Test
play on device. that media plays on the computer. If media does not
play on the computer, this is an issue with the media.
2. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty
and service eligibility.

Important: Only damage

described in the green section of
the VMI is eligible for warranty
1.
service. Damage described in the Go to step 2.
No ${[Link]}
yellow or red section of the VMI
is not eligible for warranty
service.

Is the device in warranty and

eligible for warranty service?
Determine whether the device is Go to step 3.
Yes ${[Link]}
eligible for out-of-warranty
service (yellow section of VMI) or Return the device
is ineligible for service (red to the user. Due
2. section of VMI). to damage, the
No device is no ${[Link]}
longer eligible for
Is the device eligible for out-of- support.
warranty service?
Determine whether the media Go to step 4.
iTunes ${[Link]}
was purchased via the iTunes
Store (or Apple Music), or if the
media was synced directly from
the user’s computer.
3.
User’s Go to step 5.
${[Link]}
Computer
Was the media purchased from
the iTunes Store or synced from
the user’s computer?
Download known-good media Issue resolved.
Yes ${[Link]}
(for example, a free app or song)
to the device to reset the
encryption key.
4.
Attempt to play original media Go to step 6.
No ${[Link]}
that previously would not play.

Does original media now play?

 Check Result Action Code Commodity
Restart device and resync media Issue resolved.
Yes ${[Link]}
from the user’s computer.

Attempt to play original media

5.
that previously would not play. Go to step 6.
No ${[Link]}

Does original media now play?

Follow steps in HT201252: Go to step 8.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
6.
Go to step 7.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify
that the user has a backup or has
given consent before proceeding.

Did restore complete?

Go to step 8.
Yes ${[Link]}
Service required.
Perform the steps in HT201210: Proceed with
If you see an error when you repair creation to
update or restore your iPhone, see available
iPad, or iPod and HT204770: iOS options. If
7. update and restore errors to available, choose
attempt to restore the device. No a modular repair B0j IPHONE
or mail-in repair.
Perform a whole
Did restore complete? unit replacement
only if there are
no other options.

Issue resolved by
restoring the
Yes ${[Link]}
device.

Attempt to play known-good

media on device.
8.
ESCALATION
Does known-good media play? No REQUIRED. ${[Link]}

Contact CSS for

additional
support.
Cellular Connectivity Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

Note: If the user cannot be heard while on a telephone or

speakerphone call, even while using wired or Bluetooth
headphones, then return to the service guide table of contents
and select “Microphone Issues” from the troubleshooting
section.

1. If the device is in a case, remove the case. Retest to

verify if the case is causing signal interference.
2. Refer to HT211828: Prepare and activate 5G on iPhone
for information about iPhone and 5G.
3. Refer to HT201415: If you see No Service or Searching
on your iPhone or iPad to verify device and cellular
network compatibility. Some iPhone models may not be
compatible with come carrier networks.
4. Perform the following steps to verify cellular service on
both SIMs:

a. Use Control Center to check for cellular service and

signal strength on the active carrier.
b. Disable Wi-Fi, then ask the user to open a web page to
verify cellular data.
c. Choose Settings > Cellular > Cellular Data to change
the active data plan to the additional carrier, then repeat
step b.
d. Ask the user to place a test phone call using both
carriers to verify call functionality.

5. Perform the following steps to isolate service and

cellular issues (references to 5G only apply to models
that support 5G):

a. Determine if the user is trying to use dual SIM mode with

5G. If the user is trying to use dual SIM mode, explain
that 5G cannot be enabled when using dual SIM mode.
5G is only available when one SIM is enabled.
b. On the user’s device, check Settings > Cellular >
Cellular Plan > Voice & Data to verify that the device has
the appropriate rate plan (4G, LTE, 5G) available and
can be checked. If not available, ask the user to contact
their carrier to determine if the expected rate plan (4G,
LTE, 5G) has been enabled on their account.
c. Isolate issue to carrier A or carrier B.
d. Ask probing questions about environmental conditions.
Check the coverage maps for the user’s carrier. Verify
there is proper coverage in the testing area and in the
area where the user is experiencing the issue.
e. In Settings, turn on Airplane Mode. Wait 15 seconds,
then turn it off. This will reset all wireless connections on
the device.
f. On the device, go to Settings > General > Software
Update to verify that the device has the most up-to-date
software. If unavailable, verify software by connecting
the device to the computer. Refer to HT204204: Update
your iPhone, iPad, or iPod touch.
Calls are dropped g. On the device, go to Settings > General > About to verify
Cannot make or receive calls that the device has up-to-date carrier settings. If an
Cannot send or receive text messages update is available, refer to HT201270: Update your
Cannot send or receive cellular data while using apps carrier settings on your iPhone or iPad.
such as Maps, Weather, and Stocks h. Place a test call in a different, known-good location. If
No signal strength indicators there are no cellular signal strength indicators visible on
“No Service” message the device, then move to another location and check for
No cellular connection for calls a better signal.
Searching for cellular signal i. Restart the device. If the device does not restart, try to
Signal strength shown on user’s device is always very reset device.
weak
Weak or slow cellular connection 6. On the device, go to Settings > General > About and
Poor, low, or distorted sound during telephone calls verify that the following information is present:
eSIM or physical nano-SIM setup and activation issues
“Activation Not Supported” message Network: network name
“SIM invalid or not supported” message EID: 32-digit number
Locked nano-SIM ICCID: numerical code
IMEI: numerical code

Check for a 32-digit number in the Electronic Identifier

(EID) field. The presence of an EID number indicates
that the eSIM is functioning correctly. If no number is
present, the eSIM is not functioning correctly.

Verify that the numbers for physical nano-SIM and eSIM

are both listed on the iPhone. Note: The user’s iPhone
may have two physical nano-SIMs in some countries
instead of one physical nano-SIM and one eSIM. Refer
to HT204073: Find the serial number or IMEI on your
iPhone, iPad or iPod touch for more information.

7. If there is no carrier bundle (Carrier displays “Not

Available” or ICCID displays “No SIM”), then have the
user contact the appropriate carrier support channel for
additional iPhone cellular plan activation support.
8. Remove and examine the nano-SIM. If the nano-SIM
appears to be cut down from a larger size, inform the
user that cut SIM cards should not be used with this
device. iPhone requires an unmodified nano-SIM. Cut
SIMs may cause cellular issues. Refer to HT201420: If
you see ‘invalid SIM’ or ‘no SIM’ on your iPhone or iPad
for more information.
9. Run the Audio diagnostics suite in AST 2. Check
diagnostic results to determine if this is an audio issue,
and reclassify as appropriate.
10. Perform the steps in the following articles to attempt to
resolve the user’s cellular connectivity issue:

HT201407: If you can't activate your iPhone

HT209044: Using Dual SIM with an eSIM
HT209086: Using Dual SIM with two nano-SIM cards
HT209096: Find wireless carriers that offer eSIM service
HT207126: About models of iPhone 7, iPhone 7 Plus,
iPhone 8, iPhone 8 Plus, iPhone X, iPhone XS, iPhone
XS Max, and iPhone XR and carrier compatibility
HT201270: Update your carrier settings on your iPhone
or iPad
HT201422: If you get an error when trying to activate
iMessage or FaceTime
HT204039: Wireless carrier support and features for
iPhone in the United States and Canada
HT204168: If you can't make a FaceTime call on your
iPhone, iPad, or iPod touch
HT208733: If you see an Update Failed or Apple Pay
Not Available alert after iOS update or restart
HT207354: Status icons and symbols on your iPhone
HT201287: Use Messages on your iPhone, iPad, or
iPod touch
HT204065: If you can't send or receive messages on
your iPhone, iPad, or iPod touch
HT201436: Set up Visual Voicemail on your iPhone
HT207578: Set up cellular on your Apple Watch
HT203032: Make a call with Wi-Fi Calling
Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to
identify conditions that affect
warranty and service eligibility.

Important: Only damage

described in the green section
of the VMI is eligible for
1.
warranty service. Damage Go to step 2.
No ${[Link]}
described in the yellow or red
section of the VMI is not
eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Determine whether the device Go to step 3.
Yes ${[Link]}
is eligible for out of warranty
service (yellow section of VMI)
Return the device to
or is ineligible for service (red
the user. Due to
2. section of VMI).
damage, the device
No ${[Link]}
is no longer eligible
for support.
Is the device eligible for out-of-
warranty service?
Examine cellular baseband Service required.
diagnostic results in MRI to Proceed with repair
verify cellular baseband creation to see
presence. available options. If
available, choose a
Alternatively, on the user’s modular repair or
Yes B08 IPHONE
device, go to Settings > mail-in repair.
General > About. Perform a whole unit
replacement only if
Check the Modem Firmware there are no other
3.
section to see if it is blank. options.

If the Modem Firmware section

is blank, it could indicate a
symptom of “No cellular
connection.” Go to step 4.
No ${[Link]}

Is the Modem Firmware section

blank?
Service required.
On the user’s device, go to Proceed with repair
Settings > General > About. creation to see
available options. If
Check the EID section to see if available, choose a
it is blank. modular repair or
Yes B08 IPHONE
mail-in repair.
4.
If the EID section is blank, it Perform a whole unit
could indicate an issue with the replacement only if
eSIM. there are no other
options.

Is the EID section blank? Go to step 5.

No ${[Link]}
 Check Result Action Code Commodity
Go to Settings > General > Issue resolved by
Reset > Reset Network resetting network
Yes ${[Link]}
Settings. settings.

Warning: Resetting network

settings will erase all stored
Wi-Fi passwords. Get consent
5.
from the user before
proceeding. Go to step 6.
No ${[Link]}

Did resetting network settings

resolve the cellular connectivity
issue?
Run the AST 2 Cellular Radio Go to step 9.
Yes ${[Link]}
Frequency Test suite on the
user’s iPhone, using the
shielded box.

Check diagnostic results to

verify that the iPhone cellular
radio is functioning properly.
6.
Note: This test suite requires Go to step 7.
No ${[Link]}
iOS v13.4 or later. You may
need to update the user’s
device to the latest OS to run
this test suite.

Do all diagnostic tests pass on

the user’s device?
Check diagnostic results to Follow AST 2
determine which result diagnostic result
A ${[Link]}
appears: recommendations.

A. Yellow or cautionary
diagnostic result.
7.
B. Red or failed diagnostic
result. Go to step 8.
B ${[Link]}

Which diagnostic result is

shown?
 Check Result Action Code Commodity
Determine which of the Service required.
following symptoms was Proceed with repair
observed on the user’s device. creation to see
available options. If
The following symptoms available, choose a
indicate “No Cellular No Cellular modular repair or
B08 IPHONE
Connection”: Connection mail-in repair.
Perform a whole unit
No signal strength replacement only if
indicators are visible on there are no other
the user’s device options.
“No Service” shown in the
status bar
No cellular connection for
calls or data
“Searching” shown in the
status bar

The following symptoms

8. indicate “Weak Connection”:
Service required.
Proceed with repair
Calls dropped during call
creation to see
Calls dropped when
available options. If
making or receiving calls
available, choose a
The signal strength
Weak modular repair or
shown on the user’s B7B IPHONE
Connection mail-in repair.
device is always very
Perform a whole unit
weak
replacement only if
Weak or slow cellular
there are no other
connection for calls or
options.
data
Audio quality issues
during telephone calls,
such as poor, low, or
distorted sound

Which symptom describes the

issue?
Run the AST 2 Run the Go to step 10.
Yes ${[Link]}
Cellular Voice and Service
suite on the user’s iPhone.

Check diagnostic results to

look for any relationship
between cellular issues,
environmental and device
conditions, and device
behavior and operating
9.
conditions. Go to step 11.
No ${[Link]}
Note: Do not erase or restore
the user’s device before
running this test suite.

Is there any correlation

between diagnostic results and
the user’s cellular issues?
 Check Result Action Code Commodity
Ask the user probing questions The issue is not
about the cellular issue, the related to the user’s
user’s location and iPhone hardware.
environmental conditions, and
the device’s operating Yes Advise the user to ${[Link]}
conditions at the time the contact the wireless
issues arose. carrier for further
support.
Explain to the user that the
cellular issue could likely be
caused by external factors
such as normally changing
environmental or device
10. conditions, rather than any fault
of the OS or the device.

Gain agreement from the user

that the cellular issue is likely Go to step 11.
No ${[Link]}
to be caused by external
factors, and that there is no
service issue with the device
itself.

Does the user agree that the

cellular issue is likely caused
by external factors?
Identify what SIM type is being Go to step 12.
nano-SIM ${[Link]}
used, nano-SIM or eSIM.
11.
Go to step 16.
eSIM ${[Link]}
Is the user having issues with
the nano-SIM or with eSIM?
Go to Settings > Phone > SIM Issue resolved.
Yes ${[Link]}
PIN.

If the nano-SIM is locked,

unlock it. See HT201529: Use
a SIM PIN for your iPhone or
12.
iPad. Go to step 13.
No ${[Link]}

Did unlocking the nano-SIM

resolve the cellular connectivity
issue?
Use the SIM removal tool to Issue resolved.
Yes ${[Link]}
eject the nano-SIM card tray
and reseat the nano-SIM card.
13.
Go to step 14.
No ${[Link]}
Did reseating the nano-SIM
card resolve the cellular
connectivity issue?
Install the user’s nano-SIM Go to step 19.
Yes ${[Link]}
card into a known-good phone.

14.
Did installing the nano-SIM Go to step 15.
No ${[Link]}
card into a known-good phone
resolve the cellular connectivity
issue?
 Check Result Action Code Commodity
Contact the user’s cellular Issue resolved.
Yes ${[Link]}
carrier and ask the following
questions:

Is the SIM card

compatible with the
expected (4G, LTE, 5G)
rate plan?
Is the appropriate rate
plan (4G, LTE,5G)
enabled on the user’s
account?
Is there an account block
related to incompatible
plans?
Are there any billing
15. related issues or blocks?
Go to step 19.
Are there any feature No ${[Link]}
restrictions on the
account?
Is there any localized
outage information?
Is there a specific
resolution to a particular
event in the user’s area?

Perform any updates

suggested by the carrier.

Did contacting the carrier

resolve the cellular connectivity
issue?
Contact the user’s cellular Issue resolved.
Yes ${[Link]}
carrier and ask the following
questions:

Is the appropriate rate

plan (4G, LTE,5G)
enabled on the user’s
account?
Is there an account block
related to incompatible
plans?
Are there any billing
related issues or blocks?
Are there any feature
16. restrictions on the
Go to step 17.
account? No ${[Link]}
Is there any localized
outage information?
Is there a specific
resolution to a particular
event in the user’s area?

Perform any updates

suggested by the carrier.

Did contacting the carrier

resolve the cellular connectivity
issue?
 Check Result Action Code Commodity
Contact the carrier to obtain an Go to step 19.
Yes ${[Link]}
eSIM QR code or customized
URL and move the user’s
account to a known-good,
17. unlocked, test iPhone.
Go to step 18.
No ${[Link]}

Did this resolve the cellular

connectivity issue?
Contact the carrier to Go to step 19.
Yes ${[Link]}
determine if the test phone was
properly set up and whether The issue is not
there are any network errors related to the user’s
that could cause the user’s iPhone hardware.
18. issue on the test or original
iPhone. No Advise the user to ${[Link]}
contact the wireless
carrier for further
Is the cellular call/text issue support.
resolved on the test phone?
Go to Settings > General > Issue resolved by
Reset > Erase All Content and erasing all content
Yes ${[Link]}
Settings. and settings.

Select the option to Erase All &

Keep Data Plans. This will
preserve the eSIM.

Important: If the eSIM is

erased during troubleshooting,
the user will need to obtain a
new eSIM to reactivate cellular
19. service.
Go to step 20.
Warning: Erasing all content No ${[Link]}
and settings will delete all user
data on the device. Verify that
the user has a backup or has
given consent before
proceeding.

Did erasing all content and

settings on the device resolve
the cellular connectivity issue?
Follow steps in HT201252: Go to step 22.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to
restore the device using the
computer. If restore the fails,
attempt a recovery mode
restore. See TP337: Recovery
Mode Restore.
20.
Go to step 21.
Warning: Restoring the device No ${[Link]}
will delete all user data on the
device. Verify that the user has
a backup or has given consent
before proceeding.

Did restore complete?

 Check Result Action Code Commodity
Go to step 22.
Yes ${[Link]}
Perform steps in HT201210: If Service required.
you see an error when you Proceed with repair
update or restore your iPhone, creation to see
iPad, or iPod and HT204770: available options. If
iOS update and restore errors available, choose a
21.
to attempt to restore the modular repair or
No B0J IPHONE
device. mail-in repair.
Perform a whole unit
replacement only if
Did restore complete? there are no other
options.

Rerun the AST 2 MRI Go to step 23.

Yes ${[Link]}
diagnostics suite on the user’s
iPhone.

Note: The user’s iPhone may

have two physical nano-SIMs
in some countries instead of
one physical nano-SIM and
one eSIM.

If the user has activated only

one SIM in the iPhone, then
Service required.
only one SIM should appear in
Proceed with repair
the diagnostic results.
creation to see
available options. If
If the user has activated both
available, choose a
22. eSIM and nano-SIM (or both
modular repair or
nano-SIMs) in the iPhone, then No B33 IPHONE
mail-in repair.
both eSIM and nano-SIM (or
Perform a whole unit
two physical nano-SIMs)
replacement only if
should appear in diagnostic
there are no other
results.
options.
Check diagnostic results to
verify that the iPhone
recognizes the expected
number of physical nano-SIMs
and eSIM, or two physical
nano-SIMs.

Are diagnostic results as

expected?
Determine whether the device Issue resolved by
has returned to normal Yes restoring the device. ${[Link]}
operation after restoring it.

Contact the carrier if eSIM was

used to obtain a new QR code
23.
or customized URL.
Go to step 24.
No ${[Link]}

Did restoring the device

resolve the cellular connectivity
issue?
 Check Result Action Code Commodity
Determine which of the Service required.
following symptoms was Proceed with repair
observed on the user’s device. creation to see
available options. If
The following symptoms available, choose a
indicate “No Cellular No Cellular modular repair or
B08 IPHONE
Connection”: Connection mail-in repair.
Perform a whole unit
No signal strength replacement only if
indicators are visible on there are no other
the user’s device options.
“No Service” shown in the
status bar
No cellular connection for
calls or data
“Searching” shown in the
status bar

The following symptoms

24. indicate “Weak Connection”:
Service required.
Proceed with repair
Calls dropped during call
creation to see
Calls dropped when
available options. If
making or receiving calls
available, choose a
The signal strength
Weak modular repair or
shown on the user’s B7B IPHONE
Connection mail-in repair.
device is always very
Perform a whole unit
weak
replacement only if
Weak or slow cellular
there are no other
connection for calls or
options.
data
Audio quality issues
during telephone calls,
such as poor, low, or
distorted sound

Which symptom describes the

issue?
SIM Card Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Inserting a non-Apple authorized carrier SIM card can

cause SIM alert messages. Verify that the SIM card is
authorized to be used with this particular device.
2. Inserting a SIM card that is not the SIM used for the
device’s current activation can cause SIM alert
messages.
3. A “Locked SIM” message in the iPhone status bar
means that the SIM is locked and a personal
identification number (PIN) is required to unlock. If
“Locked SIM” message appears, follow steps in
“Invalid SIM card installed” message. HT201529: Use a SIM PIN for your iPhone or iPad.
“No SIM card installed” message.
4. Verify that the correct SIM tray is installed in the user’s
“Different SIM detected.” message.
device.

SIM trays vary slightly in size and shape. Using the

incorrect SIM tray may prevent the device from detecting
an inserted SIM card.

Refer to HT202645: Learn which size SIM card your

iPhone or iPad uses and HT201337: Remove or switch
the SIM card in your iPhone or iPad for more
information.

5. Follow all steps in TP880: Common Troubleshooting

Procedures before performing further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty
and service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section
user. Due to
2. of VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
 Check Result Action Code Commodity
Go to step 4.
Yes ${[Link]}
Service
required.
Proceed with
repair creation
to see available
Use the SIM Removal Tool to options. If
eject the SIM card tray. available,
3. choose a
No modular repair B91 IPHONE
Did the SIM tray eject? or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
options.

Inspect the SIM card tray for Go to step 5.

Yes ${[Link]}
damage.

Verify that the correct SIM tray is

installed in the user’s device.

SIM trays vary slightly in size and

shape. Using the incorrect SIM
tray may prevent the device from
detecting an inserted SIM card.
4. Refer to HT202645: Learn which
Go to step 6.
size SIM card your iPhone or No ${[Link]}
iPad uses and HT201337:
Remove or switch the SIM card in
your iPhone or iPad for more
information.

Does the SIM tray appear

damaged or incorrect in size or
shape?
 Check Result Action Code Commodity
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
IPHONE
Yes modular repair B91
COMPONENT
or mail-in repair.
Perform a whole
unit
replacement
only if there are
Determine if the device has
no other
physical damage that makes a
options.
component repair impossible.
5.
Service
required.
Is the device eligible for a
Proceed with
component repair?
repair creation
to see available
options. If
available,
choose a
No modular repair B91 IPHONE
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
options.

Remove the user’s SIM and Issue resolved.

examine it. If the SIM appears to Replace SIM
be cut down from a larger size, card with the
inform the user that cut SIM cards Yes correct carrier- ${[Link]}
should not be used with this supported SIM
device. iPhone requires the card.
6. proper nano-SIM card. Cut SIMs
may cause cellular issues.

Go to step 7.
No ${[Link]}
Does the user’s SIM card appear
to be cut down from a larger
size?
Reinstall the user’s SIM card. Issue resolved
Verify that the SIM card is fully by reseating
Yes ${[Link]}
seated in the enclosure. SIM card.
7.
Go to step 8.
Did reseating the SIM card No ${[Link]}
resolve the SIM card issue?
Go to step 9.
Yes ${[Link]}
Install the user’s SIM card into a
Issue resolved.
known-good phone.
Replace SIM
8. card with the
No correct carrier- ${[Link]}
Did the user’s SIM work in a
supported SIM
known-good phone?
card.
 Check Result Action Code Commodity
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
IPHONE
Yes modular repair B33
COMPONENT
or mail-in repair.
Perform a whole
unit
replacement
only if there are
Determine if the device has
no other
physical damage that makes a
options.
component repair impossible.
9.
Service
required.
Is the device eligible for a
Proceed with
component repair?
repair creation
to see available
options. If
available,
choose a
No modular repair B33 IPHONE
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
options.
Sync Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Connect the device using a known-good Lightning cable

to a known-good computer running the latest version of
macOS. Verify that the device is recognized by the
computer and has the most up-to-date software.

Important: If the user’s device is running iOS 11.4.1 or

later, the following will occur unless you connect the
device to the computer while it is unlocked or in recovery
mode, or you enter the device’s passcode while it's
connected:

The device will not be recognized by the computer.

The device will not communicate with USB accessories.

Attempt to place the device in recovery mode to verify

that the device is recognized by the computer. Refer to
TP337: Recovery Mode Restore for instructions. Refer
to HT208857: Using USB accessories with iOS 11.4.1
Device is not recognized by the computer. and later for more information.
Device will not sync.
2. Verify that the Lightning cable is securely attached to
both the device and the computer.
3. Try the Lightning cable in both orientations.
4. Try connecting the device to a different USB 2.0 port on
the computer (not on the keyboard or an external hub).
5. Disconnect other USB devices from the computer.
6. Verify that the device accepts power with a known-good
power adapter and cord. If the device does not accept
power, return to the service guide table of contents and
select “Battery Will Not Charge” from the troubleshooting
section.
7. Restart the computer and reconnect the device.
8. If the computer is a Windows PC, refer to HT204095: If
your computer doesn’t recognize your iPhone, iPad, or
iPod and HT203188: Restart the Apple Mobile Device
Service (AMDS) on Windows.
9. Check for third-party software conflicts.
10. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive
 Check Result Action Code Commodity
Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to
identify conditions that affect
warranty and service eligibility.

Important: Only damage

described in the green section of
the VMI is eligible for warranty
1.
service. Damage described in Go to step 2.
No ${[Link]}
the yellow or red section of the
VMI is not eligible for warranty
service.

Is the device in warranty and

eligible for warranty service?
Determine whether the device is Go to step 3.
Yes ${[Link]}
eligible for out-of-warranty
service (yellow section of VMI) or Return the device
is ineligible for service (red to the user. Due
2. section of VMI). to damage, the
No device is no ${[Link]}
longer eligible for
Is the device eligible for out-of- support.
warranty service?
Go to step 4.
Yes ${[Link]}
Service required.
Check the Lightning connector Proceed with
for debris obstruction. Follow repair creation to
steps in TP320: Cleaning see available
Procedures to clean the options. If
3. Lightning connector. available, choose
No a modular repair B91 IPHONE
or mail-in repair.
Are you able to clean the Perform a whole
Lightning connector? unit replacement
only if there are
no other options.

Connect the device to the user’s Go to step 5.

Yes ${[Link]}
computer with the user’s
Lightning to USB Cable (if
available). Check whether the
device is recognized by the
computer.
4.
If the user’s computer or cable is Go to step 6.
No ${[Link]}
not available, then answer “No”
to the following question.

Does the computer recognize

the device?
Issue resolved by
Attempt to sync the device with
cleaning the
the computer. Yes ${[Link]}
device.
5.
Go to step 10.
Was the sync successful? No ${[Link]}
Troubleshooting this issue Go to step 7.
Yes ${[Link]}
completely requires a known-
good Lightning to USB Cable.
6.
Go to step 8.
No ${[Link]}
Do you have immediate access
to a known-good Lightning to
USB Cable?
 Check Result Action Code Commodity
Service required.
Proceed with
repair creation to
see available
Substitute a known-good options. If
Lightning to USB Cable and available, choose
IPHONE
retest. Yes a modular repair B09
ACCESSORY
7. or mail-in repair.
Perform a whole
Does the computer recognize unit replacement
the device? only if there are
no other options.

Go to step 9.
No ${[Link]}
Service required.
Proceed with
repair creation to
see available
options. If
Inspect the user’s Lightning to
available, choose
USB Cable for damage. IPHONE
Yes a modular repair B09
ACCESSORY
8. or mail-in repair.
Perform a whole
Did you find any damage to the
unit replacement
cable or its components?
only if there are
no other options.

Go to step 9.
No ${[Link]}
User needs to
reinstall iTunes or
macOS
(depending on
OS version). If
reinstall is
unsuccessful in
eliminating the
symptom, user
needs to
Connect the device to a known- troubleshoot the
good computer running the latest issue with the
version of macOS and see computer.
whether the device is recognized Yes ${[Link]}
9. by the computer. If the computer is
a Windows PC,
refer to
Does the known-good computer HT204275:
recognize the device? Remove and
reinstall iTunes
and related
software
components for
Windows 7 and
later.

Go to step 10.
No ${[Link]}
 Check Result Action Code Commodity
Put the device into recovery Go to step 11.
Yes ${[Link]}
mode and reconnect it to a
known-good computer. See
Service required.
TP337: Recovery Mode
Proceed with
Restore.
repair creation to
see available
Warning: Verify that the user
options. If
10. has a backup or has given available, choose
consent before proceeding.
No a modular repair B0J IPHONE
or mail-in repair.
Verify if device is now
Perform a whole
recognized by the computer.
unit replacement
only if there are
no other options.
Does the known-good computer
recognize the device?
Go to step 12.
Yes ${[Link]}
Restore device in recovery
Service required.
mode. See TP337: Recovery
Mode Restore. Proceed with
repair creation to
see available
Warning: Restoring the device
options. If
will delete all user data. Verify
11. available, choose
that the user has a backup or
No a modular repair B0J IPHONE
has given consent before
or mail-in repair.
proceeding.
Perform a whole
unit replacement
only if there are
Did restore complete?
no other options.

Issue resolved by
restoring the
Yes ${[Link]}
device.

Attempt to sync the device with

the computer.
12.
ESCALATION
Was the sync successful? No REQUIRED. B0J

Contact CSS for

additional
support.
Ultra Wideband Alert Message
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. An Ultra Wideband Alert message may be displayed

after updating the user’s device. Verify that this
message has appeared on the user’s device by going to
Ultra Wideband Alert message is displayed after
Settings > General > About. If the Ultra Wideband Alert
updating device.
has been activated then you should see it here, or in
Settings > General > About > Important Hardware
Messages if there are multiple messages.
2. Refer to HT208733: If you see an Update Failed or
Apple Pay Not Available alert after iOS update or restart
for more information about this alert.

Deep Dive
 Check Result Action Code Commodity
Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out of warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section of
user. Due to
2. VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
Connect the device to a known- Service required.
good computer running the latest Proceed with
macOS. repair creation to
see available
Try updating the user’s device options. If
again to resolve the issue. To available,
update iOS, refer to HT204204: choose a
Yes B9K IPHONE
Update your iPhone, iPad, or iPod modular repair
touch. or mail-in repair.
3. Perform a whole
Verify that the Ultra Wideband unit replacement
Alert message is no longer only if there are
displayed after updating the user’s no other options.
device.
Issue resolved
by updating the
Does the the Ultra Wideband Alert No ${[Link]}
device.
message remain after updating the
device using the computer?
Wi-Fi Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Go to Settings > Wi-Fi and verify that you can turn WI-Fi
off and on.
2. If the device is in a case, remove the case. Retest to
verify if the case is causing signal interference.
3. Check Wi-Fi signal strength. If signal strength is low,
move closer to the Wi-Fi router or hotspot.
4. Follow steps in HT202639: Connect to Wi-Fi on your
iPhone, iPad, or iPod touch and HT204051: If your
iPhone, iPad, or iPod touch won’t connect to a Wi-Fi
Unable to locate nearby Wi-Fi network
network. Note: If the network is hidden, you must
Unable to connect to Wi-Fi network
choose “Other…” and enter the network name to join.
Unable to access Internet
Wi-Fi option grayed out in Settings 5. Go to Settings > Wi-Fi and tap the blue circle to the right
of the network name. Choose “Forget This Network” and
then connect to a known-good Wi-Fi network.
6. Go to Settings > Airplane Mode and turn it on. Wait 15
seconds, then turn it off. This will reset all wireless
connections on the device. Retest.
7. If the Wi-Fi option is grayed out or dimmed in Settings,
tap General > Reset > Reset Network Settings. All
network settings, including Wi-Fi passwords, virtual
private network (VPN), and access point name (APN)
settings will reset.
8. Follow all steps in TP880: Common Troubleshooting
Procedures before performing further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out of warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section of
user. Due to
2. VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
 Check Result Action Code Commodity
Follow all steps in HT204051: If Issue resolved
your iPhone, iPad, or iPod touch by resetting
Yes ${[Link]}
won’t connect to a Wi-Fi network, network settings.
3. including steps to reset network
settings on the user’s device.
Go to step 4.
No ${[Link]}
Is Wi-Fi issue resolved?
Run AST 2 MRI diagnostic suite Go to step 5.
Yes ${[Link]}
on the user’s device.

Check diagnostic results to verify

the presence of Wi-Fi hardware.

4. If AST 2 is not available, then

Go to step 6.
follow the steps in TP1045: iPhone No ${[Link]}
Functional Test to test Wi-Fi
functionality.

Does MRI detect Wi-Fi?

Follow the steps in TP1045: Issue cannot be
iPhone Functional Test to test Wi- Yes duplicated. ${[Link]}
Fi functionality.
5.
Go to step 6.
No ${[Link]}
Is the device able to join a known-
good Wi-Fi network?
Follow steps in HT201252: Go to step 8.
Yes ${[Link]}
Restore your iPhone, iPad, or iPod
to factory settings to restore the
device using the computer. If
restore fails, attempt a recovery
mode restore. See TP337:
Recovery Mode Restore.
6.
Go to step 7.
Warning: Restoring the device will No ${[Link]}
delete all user data. Verify that the
user has a backup or has given
consent before proceeding.

Did restore complete?

Go to step 8.
Yes ${[Link]}
Service required.
Perform the steps in HT201210: If Proceed with
you see an error when you update repair creation to
see available
or restore your iPhone, iPad, or
options. If
iPod and HT204770: Get help with
available,
7. iOS update and restore errors to
choose a
attempt to restore the device. No B0J IPHONE
modular repair
or mail-in repair.
Perform a whole
Did restore complete? unit replacement
only if there are
no other options.
 Check Result Action Code Commodity
Go to step 9.
Yes ${[Link]}
Run AST 2 MRI diagnostic suite
on the user’s device. Service required.
Proceed with
repair creation to
Check diagnostic results to verify
see available
the presence of Wi-Fi hardware.
options. If
available,
8. If AST 2 is not available, then
choose a
follow the steps in TP1045: iPhone No B45 IPHONE
modular repair
Functional Test to test Wi-Fi
or mail-in repair.
functionality.
Perform a whole
unit replacement
only if there are
Does MRI detect Wi-Fi?
no other options.

Issue resolved
by restoring the
Yes ${[Link]}
device.

Service required.
Follow the steps in TP1045: Proceed with
iPhone Functional Test to test Wi- repair creation to
see available
Fi functionality.
options. If
9.
available,
choose a
Is the device able to join a known- No B45 IPHONE
modular repair
good Wi-Fi network?
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
Cracked Glass
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Refer to TP1924: Visual/Mechanical Inspection (VMI)

Guide for iPhone to determine whether damage is
catastrophic.

Note: A device with catastrophic damage is not eligible

Cracked display or enclosure glass
for service.

2. Verify whether this issue appears to be safety-related.

Refer to HT203291: Addressing cracked iPhone, iPad,
iPod touch, or Apple Watch displays and OP44:
Handling Potential Product Safety Issues for more
information (Apple Retail users refer to RS60: Product
Safety Escalations).

Deep Dive

Check Result Action Code Commodity

Determine whether the device Go to step 2.
Display ${[Link]}
has a crack in the display or in
the enclosure glass.
1.
Go to step 5.
Enclosure ${[Link]}
Does the device have a crack in
the display or in the enclosure
glass?
Determine whether the device’s Hairline Go to step 3.
${[Link]}
display has a hairline crack or Crack
multiple cracks.

Select “Hairline Crack” if the

display has the following
symptoms:

No point of impact
No spiderweb fracturing

Select “Multiple Cracks” if the

2. display has any of the following
Multiple Go to step 4.
symptoms: ${[Link]}
Cracks
Multiple cracks
Spiderweb fracturing
LCD fractures under the
cover glass
Hairline crack with point of
impact

Does the device’s display have a

hairline crack or multiple cracks?
 Check Result Action Code Commodity
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
modular repair
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
IPHONE
options.
Yes B98 COMP
DISPLAY
Refer to the
Service Guide
to complete all
applicable
Determine if the device has any procedures and
physical damage that makes a diagnostic
component repair impossible. suites after part
3. replacement to
ensure that the
Is the device eligible for a new part
component repair? operates
properly with the
rest of the
system.

Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
No modular repair B98 IPHONE
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
options.
 Check Result Action Code Commodity
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
modular repair
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
IPHONE
options.
Yes B92 COMP
DISPLAY
Refer to the
Service Guide
to complete all
applicable
Determine if the device has any procedures and
physical damage that makes a diagnostic
component repair impossible. suites after part
4. replacement to
ensure that the
Is the device eligible for a new part
component repair? operates
properly with the
rest of the
system.

Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
No modular repair B92 IPHONE
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
options.
 Check Result Action Code Commodity
Service
required.
Proceed with
repair creation
to see available
Determine whether the device’s options. If
enclosure glass has a hairline available,
crack or multiple cracks. choose a
Hairline
modular repair B9H IPHONE
Crack
Select “Hairline Crack” if the or mail-in repair.
enclosure glass has the following Perform a whole
symptoms: unit
replacement
No point of impact only if there are
No spiderweb fracturing no other
options.
Select “Multiple Cracks” if the
5.
enclosure glass has any of the Service
following symptoms: required.
Proceed with
Multiple cracks repair creation
Spiderweb fracturing to see available
Hairline crack with point of options. If
impact available,
choose a
Multiple
modular repair B9J IPHONE
Cracks
Does the device’s enclosure or mail-in repair.
glass have a hairline crack or Perform a whole
multiple cracks? unit
replacement
only if there are
no other
options.
Display Anomalies
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.
Pixel anomalies
1. Clean the display with a clean microfiber cloth.
Particles or debris under glass
Important: Do not use liquids, sprays, or abrasives to clean
the device.

Deep Dive

Check Result Action Code Commodity

Use the Visual Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section of
user. Due to
2. VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
Run the Display Pixel Anomalies Go to step 4.
Yes ${[Link]}
diagnostic suite in AST 2 to
generate test patterns that help
identify display anomalies.

Refer to HT202025: About LCD

display pixel anomalies for Apple
products released in 2010 and
3. Issue cannot be
later to determine whether the
No duplicated. ${[Link]}
display anomalies qualify the
device for display replacement.

Do the observed display

anomalies qualify the device for
display replacement?
 Check Result Action Code Commodity
Service required.
Proceed with
repair creation to
see available
options. If
available,
choose a
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
IPHONE
Yes Refer to the B57 COMP
Service Guide to DISPLAY
complete all
applicable
Determine if the device has procedures and
physical damage that makes a diagnostic suites
component repair impossible. after part
4. replacement to
ensure that the
Is the device eligible for a new part
component repair? operates
properly with the
rest of the
system.

Service required.
Proceed with
repair creation to
see available
options. If
available,
choose a
No B57 IPHONE
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
Display Rotation Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Verify that Portrait Orientation Lock is off. Follow steps

in HT204547: Rotate the screen on your iPhone or iPod
touch to disable it.
2. Hold iPhone in an upright position when rotating
between portrait and landscape orientation.
Screen does not rotate when device changes orientation
3. Not all apps are designed to rotate. Some may use only
portrait or landscape, or switch depending on the
content. Follow steps in the Multi-Touch and
Accelerometer section of TP1045: iPhone Functional
Test to test display rotation (accelerometer) functionality.
4. Follow all steps in TP880: iPhone, iPad, and iPad touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section of
user. Due to
2. VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
 Check Result Action Code Commodity
Run the AST 2 MRI diagnostic Go to step 4.
Yes ${[Link]}
suite on the user’s device.

Check diagnostic results to verify

the presence of accelerometer and
gyroscope sensor hardware.

Note: You may need to update the

user’s device to the latest
operating system to run this test.
Do not restore the user’s device
before running AST 2. To update
iOS, refer to HT204204: Update
your iPhone, iPad, or iPod touch.
3.
Go to step 5.
Warning: Verify that the user has No ${[Link]}
a backup or has given consent
before proceeding.

If AST 2 is not available, then

follow steps in the Multi-Touch and
Accelerometer section of TP1045:
iPhone Functional Test to test
display rotation (accelerometer)
functionality.

Does MRI detect accelerometer

and gyroscope sensor hardware?
Follow steps in the Multi-Touch Issue cannot be
and Accelerometer section of Yes duplicated. ${[Link]}
TP1045: iPhone Functional Test
to test display rotation
4.
(accelerometer) functionality.
Go to step 5.
No ${[Link]}

Does the display rotate properly?

Follow steps in HT201252: Go to step 7.
Yes ${[Link]}
Restore your iPhone, iPad, or iPod
to factory settings to restore the
device using the computer. If the
restore fails, attempt a recovery
mode restore. See TP337:
Recovery Mode Restore.
5.
Go to step 6.
Warning: Restoring the device will No ${[Link]}
delete all user data. Verify that the
user has a backup or has given
consent before proceeding.

Did restore complete?

Go to step 7.
Yes ${[Link]}
Service required.
Perform the steps in HT201210: If Proceed with
you see an error when you update repair creation to
see available
or restore your iPhone, iPad, or
options. If
iPod and HT204770: iOS update
available,
6. and restore errors to attempt to
choose a
restore the device. No B0J IPHONE
modular repair
or mail-in repair.
Perform a whole
Did restore complete? unit replacement
only if there are
no other options.
 Check Result Action Code Commodity
Run the AST 2 MRI diagnostic Go to step 8.
Yes ${[Link]}
suite on the user’s device.
Service required.
Check diagnostic results to verify
Proceed with
the presence of accelerometer and
repair creation to
gyroscope sensor hardware.
see available
options. If
If AST 2 is not available, then
available,
7. follow steps in the Multi-Touch and
choose a
Accelerometer section of TP1045: No B5C IPHONE
modular repair
iPhone Functional Test to test
or mail-in repair.
display rotation (accelerometer)
Perform a whole
functionality.
unit replacement
only if there are
no other options.
Does MRI detect accelerometer
and gyroscope sensor hardware?
Issue resolved
by restoring the
Yes ${[Link]}
device.

Service required.
Follow steps in the Multi-Touch Proceed with
and Accelerometer section of repair creation to
TP1045: iPhone Functional Test to see available
retest display rotation options. If
8.
(accelerometer) functionality. available,
choose a
No B5C IPHONE
modular repair
Does the display rotate properly? or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
Multi-Touch, 3D, or Haptic Touch Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Verify that the issue is related to Multi-Touch and not

related to the device being unresponsive. View the clock
on the Home screen or on the Clock app icon to see if
it’s keeping time. The second hand on the Clock app
icon should move smoothly clockwise around the clock
dial. If the clock is not keeping time, this may indicate an
unresponsive device. Return to the service guide table
of contents and select “Unexpected Freeze, Restart, or
Power Off” from the troubleshooting section.
Multi-Touch slow to respond or not responding.
2. If the issue is related to 3D or Haptic Touch, then go to
3D or Haptic Touch not responding. Settings > Accessibility > Touch > 3D & Haptic Touch
Isolated areas not responding to Multi-Touch, 3D or and confirm that the setting is enabled. Note: Not all
Haptic Touch. iPhone models support 3D or Haptic Touch. Skip
Erratic response to Multi-Touch, 3D or Haptic Touch. instructions for 3D or Haptic Touch on iPhone models
Unexpected Multi-Touch response. that do not support these features. Refer to HT205056:
Overly sensitive Multi-Touch, 3D or Haptic Touch
Change 3D or Haptic Touch sensitivity on your iPhone
response.
and HT205269: Use Touch Accommodations with your
Insensitivity to 3D or Haptic Touch response.
iPhone, iPad, iPod touch, or Apple Watch for more
Not responding when dragging slider to power off.
information.
3. Clean the display with a clean microfiber cloth.
Important: Do not use liquids, sprays, or abrasives to
clean the device.
4. Rule out environmental causes by checking for the use
of protective films, cases, gloves, or a stylus. Verify that
the user touches the screen with finger pads and not
fingernails.
5. Quit any apps that are running in the background.
6. Follow all steps in TP880: iPhone, iPad, and iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
 Check Result Action Code Commodity
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section of
user. Due to
2. VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
If the symptom is that the user’s Issue cannot be
device is not properly responding duplicated.
to touch, then run the Multi-Touch Remind user
diagnostic suite in AST 2. that protective
films, cases,
If the symptom is that the user’s styluses, gloves,
device is exhibiting unexpected Yes and fingernails ${[Link]}
touch response or is overly can prevent
sensitive to touch response, then Multi-Touch and
run the Unexpected Touch 3D Touch from
diagnostic suite in AST 2. responding
properly.
If the symptom is related to 3D or
Haptic Touch, then follow steps in
the 3D Touch or Taptic Engine
sections of TP1045: iPhone
3.
Functional Test to test 3D or
Haptic Touch functionality.

If AST 2 is not available, then

follow steps in the 3D Touch or
Taptic Engine sections of TP1045:
Go to step 4.
iPhone Functional Test to test No ${[Link]}
Multi-Touch and 3D or Haptic
Touch functionality.

Rotate and test the device in all

four directions.

Did the display respond as

expected?
Isolate the user’s issue to one of Go to step 5.
A ${[Link]}
the following related functions:

A. Multi-Touch or Haptic Touch

B. 3D Touch

Note: These devices support 3D

4. Touch: iPhone 6s, iPhone 6s Plus,
Go to step 6.
iPhone 7, iPhone 7 Plus, iPhone 8, B ${[Link]}
iPhone 8 Plus, iPhone X, iPhone
XS, and iPhone XS Max.

To which function is the user’s

issue related?
 Check Result Action Code Commodity
Note: Refer to the specific take- Issue resolved
apart procedure for the device to by reseating
perform the following take-apart Yes internal display ${[Link]}
and reassembly steps: flex cables.

1. Open the device.

2. Disconnect the group of flex
cables connecting the
display to the logic board.
3. Examine each connector for
signs of damage or debris.
4. If display flex connectors
appear normal and not
damaged, reconnect this
group of flex cables, gently
reseating each connector by
lightly pressing on it with two
fingers.
5. If any display flex cable
appears abnormal or
damaged, answer “No” to the
question below.
6. Reassemble by installing any
removed components,
removing and replacing the
display adhesive, and
closing the device.
5.
If the symptom is that the
user’s device is not properly Go to step 8.
No ${[Link]}
responding to touch, then
run the Multi-Touch
diagnostic suite in AST 2.

If the symptom is that the

user’s device is overly
sensitive to touch response,
then run the Unexpected
Touch diagnostic suite in
AST 2.

If AST 2 is not available,

then follow steps in the Multi-
Touch and Accelerometer
section of TP1045: iPhone
Functional Test to test Multi-
Touch and Haptic Touch
functionality.

Rotate and test the device in all

four directions.

Did the display respond as

expected?
 Check Result Action Code Commodity
Isolate the user’s 3D Touch Go to step 8.
A ${[Link]}
symptom to issue A or B.

A.

3D Touch is not responding.

Isolated areas not
responding to 3D Touch.
6.
B. Go to step 7.
No ${[Link]}
Insensitivity to 3D Touch
response.
Overly sensitive 3D Touch
response.

Which issue is relevant?

Note: Refer to the specific take- Issue resolved
apart procedure for the device to by display
perform the following take-apart Yes adhesive ${[Link]}
and reassembly steps: replacement.

1. Open the device.

2. Remove and replace the
display adhesive.
3. Close the device.

Follow steps in the 3D Touch or

7.
Taptic Engine sections of TP1045:
iPhone Functional Test to test 3D
Go to step 8.
Touch functionality. No ${[Link]}

Rotate and test the device in all

four directions.

Did the display respond as

expected after display adhesive
replacement?
 Check Result Action Code Commodity
Service required.
Proceed with
repair creation to
see available
options. If
available,
choose a
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
IPHONE
Yes Refer to the B56 COMP
Service Guide to DISPLAY
complete all
applicable
Determine if the device has procedures and
physical damage that makes a diagnostic suites
component repair impossible. after part
8. replacement to
ensure that the
Is the device eligible for a new part
component repair? operates
properly with the
rest of the
system.

Service required.
Proceed with
repair creation to
see available
options. If
available,
choose a
No B56 IPHONE
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
No Video or Poor Image
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

Note: This troubleshooting procedure is intended for no video

or poor image quality issues only. If the device will not turn on,
return to the service guide table of contents and select “No
Power” from the troubleshooting section.

1. Clean the display with a clean microfiber cloth.

Important: Do not use liquids, sprays, or abrasives to
clean the device.
2. Rule out environmental causes by checking and
removing protective films and cases.
3. Rotate the device to confirm if the issue is caused by
media, software, or the display.
4. Connect the device using a known-good Lightning cable
to a known-good computer running the latest version of
macOS. Verify that the device is recognized in by the
computer and has the most up-to-date software.

Important: If the user’s device is running iOS 11.4.1 or

later, the following will occur unless you connect the
device to the computer while it is unlocked or in recovery
mode, or you enter the device’s passcode while it's
connected:

The device will not be recognized by the computer.

The device will not communicate with USB accessories.
No image on device display The device will appear to have no power.
Distorted video
Rainbow effect Attempt to place the device in recovery mode to verify if
Poor image quality it can turn on. Refer to TP337: Recovery Mode Restore
Nonuniform color for instructions. Refer to HT208857: Using USB
Displayed images have incorrect white balance accessories with iOS 11.4.1 and later for more
(different color hues than expected)
information.
Bad contrast
Brightness or backlight issues
If the device cannot be recognized by the computer,
Light bleed
return to the service guide table of contents and select
Horizontal/vertical lines
“No Power” from the troubleshooting section.
White screen
Blank/Black screen
5. Go to Settings > Display & Brightness and turn Auto-
Flickering
Brightness off and on, then adjust the brightness level.
True Tone setting is missing (on models that support Recheck the user’s device to see if this resolved the
True Tone)
issue. Changing the Auto Brightness setting in this way
resets all ambient light sensor properties.
6. If the user reports symptoms related to white balance,
refer to TP1445: Night Shift.
7. Some iPhone models support True Tone display
technology. True Tone uses the device’s ambient light
sensors to adjust the appearance of the displayed image
when activated. This can be mistaken as a service
issue. Refer to HT202613: Adjust the brightness on your
iPhone, iPad, or iPod touch for more information about
using brightness settings and True Tone. Follow steps in
TP1045: iPhone Functional Test to verify True Tone
functionality for iPhone models that support True Tone.
8. Go to Settings > General > Accessibility > Display
Accommodations and verify that Reduce White Point
and Color Filters settings are turned off. If these settings
are turned on, the altered screen image may incorrectly
be perceived as a display service issue.
 9. Plug the device into a known-good 10W or 12W Apple
USB power adapter that is connected to AC power until
an image appears on the screen, or for up to 10
minutes, whichever comes first. Refer to TP325: Charge
Battery for more information. If the device does not
charge or no image appears on the screen after 10
minutes of charging, return to the service guide table of
contents and select “No Power” from the troubleshooting
section.
10. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty
and service eligibility.

Important: Only damage

described in the green section of
the VMI is eligible for warranty
1.
service. Damage described in the Go to step 2.
No ${[Link]}
yellow or red section of the VMI
is not eligible for warranty
service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty
Return the
service (yellow section of VMI) or
device to the
is ineligible for service (red
user. Due to
2. section of VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
 Check Result Action Code Commodity
Some device failures may Go to step 4.
Yes ${[Link]}
prevent AST 2 diagnostic suites
from running.

Attempt to run the Display

Backlight and Color and Display
Image Quality suites for the
following models:

iPhone 7
iPhone 7 Plus
iPhone 8
iPhone 8 Plus
iPhone XR
iPhone 11
iPhone SE (2nd generation)

3. Attempt to run the Display Color

Go to step 5.
Uniformity and Display Image No ${[Link]}
Quality suites for the following
models:

iPhone X
iPhone XS
iPhone XS Max
iPhone 11 Pro
iPhone 11 Pro Max
iPhone 12
iPhone 12 mini
iPhone 12 Pro
iPhone 12 Pro Max

Can these tests run on the user’s

device?
Run the Display Backlight and Issue cannot be
Color and Display Image Quality Yes duplicated. ${[Link]}
suites for the following models:

iPhone 7
iPhone 7 Plus
iPhone 8
iPhone 8 Plus
iPhone XR
iPhone 11
iPhone SE (2nd generation)

Run the Display Color Uniformity

and Display Image Quality suites
4. for the following models:
Go to step 5.
No ${[Link]}
iPhone X
iPhone XS
iPhone XS Max
iPhone 11 Pro
iPhone 11 Pro Max
iPhone 12
iPhone 12 mini
iPhone 12 Pro
iPhone 12 Pro Max

Does the device pass all tests?

 Check Result Action Code Commodity
Determine if the device has any Go to step 7.
Yes ${[Link]}
physical damage that makes a
component repair impossible.
5.
Go to step 6.
No ${[Link]}
Is the device eligible for a
component repair?
Service
required.
Proceed with
repair creation
to see available
Determine which of the following options. If
symptoms is causing the issue: available,
choose a
Blank/Black
Blank or Black Screen: modular repair B5H IPHONE
Screen
Device has power and is or mail-in
recognized by the computer, but repair. Perform
the display remains black or is a whole unit
completely white. replacement
only if there are
Image Quality: no other
Distorted video, rainbow effect, options.
poor image quality, nonuniform
6.
color, bad contrast, brightness or Service
backlight issues, light bleed, required.
horizontal or vertical lines or Proceed with
blocks, out of focus, flickering, or repair creation
if True Tone setting is missing to see available
(on models that support True options. If
Tone). available,
choose a
Image Quality modular repair B54 IPHONE
Does the device have or mail-in
blank/black screen symptoms or repair. Perform
image quality symptoms? a whole unit
replacement
only if there are
no other
options.
 Check Result Action Code Commodity
Note: Refer to the specific take- Issue resolved
apart procedure for the device to by reseating
perform the following take-apart Yes internal display ${[Link]}
and reassembly steps: flex cables.

1. Open the device.

2. Disconnect the group of
flex cables connecting the
display to the logic board.
3. Examine each connector
for signs of damage or
debris.
4. If display flex connectors
appear normal and not
damaged, reconnect the
7.
group of flex cables, gently
reseating each connector
Go to step 8.
by lightly pressing on it with No ${[Link]}
two fingers.
5. If any display flex cable
appears abnormal or
damaged, answer “No” to
the question below.
6. Reassemble by installing
any removed components
and closing the device.
7. Retest the device display.

Did this resolve the issue?

 Check Result Action Code Commodity
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
modular repair
or mail-in
repair. Perform
a whole unit
replacement
only if there are
no other
IPHONE
Blank/Black options.
B5H COMP
Screen
DISPLAY
Refer to the
Service Guide
to complete all
Determine which of the following applicable
symptoms is causing the issue: procedures and
diagnostic
Blank or Black Screen: suites after part
Device has power and is replacement to
recognized by the computer, but ensure that the
the display remains black or is new part
completely white. operates
properly with
Image Quality: the rest of the
Distorted video, rainbow effect, system.
poor image quality, nonuniform
8.
color, bad contrast, brightness or Service
backlight issues, light bleed, required.
horizontal or vertical lines or Proceed with
blocks, out of focus, flickering, or repair creation
if True Tone setting is missing to see available
(on models that support True options. If
Tone). available,
choose a
modular repair
Does the device have or mail-in
blank/black screen symptoms or repair. Perform
image quality symptoms? a whole unit
replacement
only if there are
no other
IPHONE
options.
Image Quality B54 COMP
DISPLAY
Refer to the
Service Guide
to complete all
applicable
procedures and
diagnostic
suites after part
replacement to
ensure that the
new part
operates
properly with
the rest of the
system.
Ambient Light Sensor Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Clean the display with a clean microfiber cloth.

Important: Do not use liquids, sprays, or abrasives to
clean the device.
2. Rule out environmental causes by checking and
removing protective films and cases.
3. Go to Settings > Display & Brightness and turn Auto-
Brightness off then on again. Recheck the user’s device
to see if this resolved the issue.
Display does not adjust to varying light environments
4. Some iPhone models support True Tone display
while auto-brightness on.
technology. True Tone uses the device’s ambient light
sensors to adjust the appearance of the displayed image
when activated. This can be mistaken as a service
issue. Refer to HT202613: Adjust the brightness on your
iPhone, iPad, or iPod touch for more information about
using Brightness settings and True Tone. Follow steps
in TP1045: iPhone Functional Test to verify True Tone
functionality for iPhone models that support True Tone.
5. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section of
user. Due to
2. VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
 Check Result Action Code Commodity
Run the AST 2 MRI diagnostic Go to step 4.
Yes ${[Link]}
suite on the user’s device.

Check diagnostic results to verify

the presence of ambient light
sensor hardware.

Note: You may need to update the

user’s device to the latest
operating system to run AST 2
MRI. Do not restore the user’s
device before running AST 2.
3.
Go to step 5.
Warning: Verify that the user has No ${[Link]}
a backup or has given consent
before proceeding.

If AST 2 is not available, follow the

steps in TP1045: iPhone
Functional Test to test ambient
light sensor functionality.

Does MRI detect the ambient light

sensor?
Issue cannot be
duplicated.
Remind the user
Follow steps in TP1045: iPhone that protective
Functional Test to test ambient films and cases
light sensor functionality. Yes can prevent the ${[Link]}
4. ambient light
sensor from
Did the display respond as responding
expected? properly.

Go to step 5.
No ${[Link]}
 Check Result Action Code Commodity
Service required.
Proceed with
repair creation to
see available
options. If
available,
choose a
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
IPHONE
Yes Refer to the B54 COMP
Service Guide to DISPLAY
complete all
applicable
Determine if the device has any procedures and
physical damage that makes a diagnostic suites
component repair impossible. after part
5. replacement to
ensure that the
Is the device eligible for a new part
component repair? operates
properly with the
rest of the
system.

Service required.
Proceed with
repair creation to
see available
options. If
available,
choose a
No B54 IPHONE
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
Burning Smell or Odor
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.
Device or accessory emits burning, smoky, or other
1. Disconnect all accessories from the device.
unusual odor.
2. Follow all steps in TP880: iPhone, iPad, and iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

ESCALATION
REQUIRED.

Determine whether this is a Contact CSS for

safety issue. safety-related
issues. Refer to
Do not perform procedures that OP44: Handling
Yes ${[Link]}
can be a safety risk to you or the Potential Product
1.
user. Safety Issues.

Retail: Document
Have you identified a safety the issue and
issue? escalate
following the
steps in RS60:
Product Safety
Escalations.

Go to step 2.
No ${[Link]}
Use the Visual/Mechanical Go to step 4.
Yes ${[Link]}
Inspection (VMI) Guide to
identify conditions that affect
warranty and service eligibility.

Important: Only damage

described in the green section of
the VMI is eligible for warranty
2.
service. Damage described in Go to step 3.
No ${[Link]}
either the yellow or red sections
of the VMI is not eligible for
warranty service.

Is the device in warranty and

eligible for warranty service?
 Check Result Action Code Commodity
Go to step 4.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty
Return the
service (yellow section of VMI)
device to the
or is ineligible for service (red
user. Due to
3. section of VMI).
damage, the
No ${[Link]}
device is no
longer eligible for
Is the device eligible for out-of-
support.
warranty service?
Determine presence of the Go to step 5.
Yes ${[Link]}
unusual odor.

4. The issue cannot

Can the unusual odor be No be duplicated. ${[Link]}
detected on either the device or
an accessory?

ESCALATION
REQUIRED.

Contact CSS for

safety-related
issues. Refer to
Determine source of the odor.
OP44: Handling
Device ${[Link]}
5. Potential Product
Is the odor coming from the Safety Issues.
device or an accessory?
Retail: Document
the issue and
escalate
following the
steps in RS60:
Product Safety
Escalations.

Go to step 6.
Accessory ${[Link]}
Service required.
Proceed with
repair creation to
see available
options. If
available, choose
IPHONE
Advise user to discontinue use Yes a modular repair B09
ACCESSORY
of the accessory. or mail-in repair.
Perform a whole
6.
unit replacement
Is the accessory made by only if there are
Apple? no other options.

Refer the user to

the accessory
No manufacturer for ${[Link]}
support.
Camera Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Inspect for any signs of damage around the rear camera

module. Any damage to the rear camera (such as
caused by dropping the device) may cause the image
stabilization functionality of this camera to malfunction or
produce photos with image quality defects, requiring out-
of-warranty service.
2. For iPhone X only (skip this step for other models): If
“Face ID has been disabled.” message appears on the
Home screen or in Settings, follow steps in HT208186: If
an alert says Face ID has been disabled on your iPhone
Camera app is missing. or iPad Pro. Rear camera replacement may resolve this
Description: Camera app is not present on user’s issue.
device. 3. Verify that a charger, case, or protective film is not
obstructing the camera or flash. Some ferrous or
Camera no preview or LED flash not working. magnetic material, such as cases and lenses, could
Description: interfere with the image stabilization functionality of the
Camera LED flash not working. rear camera. Remove all accessories before testing.
No preview visible in Camera app. 4. Follow steps in HT203040: If the camera or flash on your
Cannot switch between rear camera and iPhone, iPad, or iPod touch isn’t working.
front camera. 5. If the Camera app is missing, verify that it has not been
restricted in Settings > General > Restrictions. The user
Photo or video image quality from one or both cameras would need to enter their password to disable the
is not as expected. restriction.
Description:
Photos or videos are blurry or fuzzy. The Camera app can also be restricted by configuration
Photos or videos are too dark or too light. profiles. Check Settings > General > Device
Photos or videos contain colored lines and/or Management to verify that a configuration profile is not
bands. preventing use of the camera.
Photos or videos contain spots.
Photos or videos contain incorrect color 6. Take a photo of the iPhone Camera Test Image with
balance. both cameras (front camera and rear camera). Inspect
Camera image has a flare, haze, or spot the photos to verify image quality for each camera.
near the edge. 7. When taking a photo or starting a video recording, the
Images taken with the camera have brightly device should play a shutter sound effect. The sound is
colored “scratches”. not played if the Ring/Silent switch is set to silent. If the
Rear camera has issues switching to the user’s issue is that the camera is not making sound,
telephoto camera for optical zoom beyond 2x check that the Ring/Silent switch is set for ring and not
in bright light conditions. silent.
Rear camera is unable to focus at infinity.
Dust debris, or other foreign material in rear Note: In some regions, the sound effects for Camera
camera lens. are played even if the Ring/Silent switch is set to silent.

9. Open Camera, choose Video, turn the flash on, then off,
then set it to auto to test flash function.
10. Open Control Center and tap the Flashlight button to
turn on the LEDs.
11. Take a photo with the flash on to turn on all flash LEDs.
12. Refer to HT203692: If you see a flare, haze, or spot near
the edge of your photo or video to determine if the user’s
issue involves these symptoms. If so, then this may be
expected behavior and is not a service issue.
13. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive
 Check Result Action Code Com
Use the Visual/Mechanical Inspection (VMI) Guide to identify Go to step
conditions that affect warranty and service eligibility. Yes 3. ${[Link]}

Important: Only damage described in the green section of the

VMI is eligible for warranty service. Damage described in the
1.
yellow or red section of the VMI is not eligible for warranty Go to step
service. No 2. ${[Link]}

Is the device in warranty and eligible for warranty service?

Go to step
Yes 3. ${[Link]}

Return the
Determine whether the device is eligible for out-of-warranty
device to
service (yellow section of VMI) or is ineligible for service (red
the user.
section of VMI).
2. Due to
damage,
No ${[Link]}
the device
Is the device eligible for out-of-warranty service?
is no longer
eligible for
support.

Follow steps in TP1045: iPhone Functional Test to test Go to step

functionality of both cameras. Front 4. ${[Link]}

If available, then run the AST 2 MRI diagnostic suite on the

user’s device.

Check diagnostic results to verify the presence of front and rear

camera hardware.

Note: You may need to update the user’s device to the latest OS
3.
to run this test. Do not restore the user’s device before running Go to step
AST 2. Rear 10. ${[Link]}

Warning: Verify that the user has a backup or has given consent
before proceeding.

Determine whether the front camera or rear camera is affected.

Is the issue related to the front camera or the rear camera?

Verify the front camera has one of the following specific issues: Go to step
Image
8. ${[Link]}
Quality
Image quality:

Photos or videos are blurry or fuzzy.

Photos or videos are too dark or too light.
Photos or videos contain colored lines and/or bands.
Photos or videos contain spots.
Photos or videos contain incorrect color balance.
Images taken with the camera have brightly colored
“scratches”.
4. Dust debris, or other foreign material in rear camera lens.
Go to step
Not
5. ${[Link]}
Not functioning: Functioning

Camera LED flash not working.

Camera hardware not detected in AST 2 MRI.
No preview visible in Camera app.
Cannot switch between rear camera and front camera.

Does the camera have image quality issues or is the camera not
functioning?
 Check Result Action Code Com
Follow the steps in HT201252: Restore your iPhone, iPad, or Go to step
iPod to factory settings to restore the device using the computer. Yes 7. ${[Link]}
If restore fails, attempt recovery mode restore. See TP337:
Recovery Mode Restore.
5.
Warning: Restoring the device will delete all user data. Verify Go to step
user has a backup or has given consent before proceeding. No 6. ${[Link]}

Did restore complete?

Go to step
Yes 7. ${[Link]}

Service
required.
Proceed
with repair
creation to
see
Perform the steps in HT201210: If you see an error when you available
update or restore your iPhone, iPad, or iPod and HT204770: iOS options. If
update and restore errors to attempt to restore the device. available,
6.
choose a
No modular B0J IPH
Did restore complete? repair or
mail-in
repair.
Perform a
whole unit
replacement
only if there
are no other
options.

Issue
resolved by
Yes restoring ${[Link]}
the device.

Service
required.
Proceed
Follow the steps in TP1045: iPhone Functional Test to retest
with repair
front camera functionality.
creation to
see
If available, rerun the AST 2 MRI diagnostic suite on the user’s
available
device.
options. If
7.
available,
Check diagnostic results to verify the presence of front and rear
choose a
camera hardware.
No modular B0N IPH
repair or
mail-in
Is the camera functioning after restoring the device?
repair.
Perform a
whole unit
replacement
only if there
are no other
options.
 Check Result Action Code Com
Verify that the user’s device has the following specific issue: Service
required.
Images taken with the front camera have brightly colored Proceed
“scratches” due to a laser beam contacting and damaging with repair
the camera sensor. creation to
see
Damage can be viewed in an image taken with the camera. available
options. If
Note: Damage may not be seen in the camera preview. available,
choose a
Take a photo of the iPhone Camera Test Image with the front Yes modular B0N IPH
camera. Inspect the photos in the Camera Roll to locate the repair or
damage. mail-in
repair.
8. Perform a
whole unit
replacement
only if there
are no other
options.

Go to step
No 9. ${[Link]}

Does the user’s device exhibit this specific symptom?

Issue
resolved by
Yes cleaning the ${[Link]}
device.

Service
required.
Proceed
with repair
creation to
Clean the glass around the front camera with a microfiber cloth.
see
available
Follow steps in TP1045: iPhone Functional Test to retest front
options. If
9. camera functionality.
available,
choose a
No modular B0N IPH
Is the camera image quality issue resolved?
repair or
mail-in
repair.
Perform a
whole unit
replacement
only if there
are no other
options.
 Check Result Action Code Com
Verify the rear camera has one of the following specific issues: Go to step
Image
18. ${[Link]}
Quality
Image quality:

Photos or videos are blurry or fuzzy.

Photos or videos are too dark or too light.
Photos or videos contain colored lines and/or bands.
Photos or videos contain spots.
Photos or videos contain incorrect color balance.
Images taken with the camera have brightly colored
“scratches”.
10. Dust debris, or other foreign material in rear camera lens.
Go to step
Not
11. ${[Link]}
Not functioning: Functioning

Camera LED flash not working.

Camera hardware not detected in AST 2 MRI.
No preview visible in Camera app.
Cannot switch between rear camera and front camera.

Does the camera have image quality issues or is the camera not
functioning?
Go to step
Camera 12. ${[Link]}

Service
required.
Proceed
with repair
creation to
see
available
Determine whether the camera or flash is not functioning. options. If
available,
11.
choose a
Is the camera or flash failing? Flash modular B5C IPH
repair or
mail-in
repair.
Perform a
whole unit
replacement
only if there
are no other
options.

Note: Some iPhone models have multiple rear camera flex Return the
cables. Refer to the specific take-apart procedure for the device device to
to perform the following take-apart and reassembly steps: the user.
Due to
1. Open the device. damage,
Yes ${[Link]}
2. Remove the cowling on the upper right-hand side of the the device
device. is no longer
12.
3. Disconnect the rear camera flex cables and examine the eligible for
flex cables and connectors. Examine the rear camera support.
connectors on the logic board.
Go to step
No 13. ${[Link]}
Do the camera flex cables or any connector appear intentionally
damaged?
 Check Result Action Code Com
Reconnect the camera flex cables, gently reseating the Issue
connectors completely by lightly pressing on them with two resolved by
fingers. reseating
Yes ${[Link]}
the camera
Reassemble by installing any removed components and closing flex cable.
the device.

Follow steps in TP1045: iPhone Functional Test to retest rear

camera functionality.
13.
If available, rerun the AST 2 MRI diagnostic suite on the user’s
device. Go to step
No 14. ${[Link]}
Check diagnostic results to verify the presence of front and rear
camera hardware.

After reseating the flex cable, is the rear camera working as

expected?
Follow the steps in HT201252: Restore your iPhone, iPad, or Go to step
iPod to factory settings to restore the device using the computer. Yes 16. ${[Link]}
If restore fails, attempt recovery mode restore. See TP337:
Recovery Mode Restore.
14.
Warning: Restoring the device will delete all user data. Verify Go to step
user has a backup or has given consent before proceeding. No 15. ${[Link]}

Did restore complete?

Go to step
Yes 16. ${[Link]}

Service
required.
Proceed
with repair
creation to
see
Perform the steps in HT201210: If you see an error when you available
update or restore your iPhone, iPad, or iPod and HT204770: iOS options. If
update and restore errors to attempt to restore the device. available,
15.
choose a
No modular B0J IPH
Did restore complete? repair or
mail-in
repair.
Perform a
whole unit
replacement
only if there
are no other
options.

Follow the steps in TP1045: iPhone Functional Test to retest rear Issue
camera functionality. resolved by
Yes restoring ${[Link]}
If available, rerun the AST 2 MRI diagnostic suite on the user’s the device.
device.
16.
Check diagnostic results to verify the presence of front and rear
Go to step
camera hardware.
No 17. ${[Link]}

Is the camera functioning after restoring the device?

Service
required.
Proceed
with repair
creation to
see
 available
options. If
available,
choose a
modular
repair or
mail-in
repair.
Perform a
whole unit
replacement
only if there
are no other
options.

Note: For
serial
number
entry in the
repair
transaction,
IPH
use the
Yes B49 CO
serial
CA
number
associated
with the
larger
camera on
the module.

Determine if the device has any physical damage that makes this Refer to the
component repair impossible. Service
17. Guide to
complete all
Is the device eligible for a component repair? applicable
procedures
and
diagnostic
suites after
part
replacement
to ensure
that the new
part
operates
properly
with the rest
of the
system.

Service
required.
Proceed
with repair
creation to
see
available
options. If
available,
choose a
No modular B49 IPH
repair or
mail-in
repair.
Perform a
whole unit
replacement
only if there
are no other
options.
 Check Result Action Code Com
Verify that the user’s device has the following issue: Go to step
Yes 24. ${[Link]}
Images taken with the rear camera have brightly colored
“scratches” due to a laser beam contacting and damaging
the camera sensor.

Damage can be viewed in an image taken with the camera.

Note: Damage may not be seen in the camera preview.

Take a photo of the iPhone Camera Test Image with the rear
camera. Inspect the photos to locate the damage.

18.
Go to step
No 19. ${[Link]}

Does the user’s device exhibit this specific symptom?

Issue
Use a microfiber cloth to clean the rear camera lens.
resolved by
Yes cleaning the ${[Link]}
Follow steps in TP1045: iPhone Functional Test to retest rear
device.
19. camera functionality.
Go to step
No 20. ${[Link]}
Is the camera image quality issue resolved?
Verify that the user’s device exhibits one or both of the following Go to step
symptoms with the the rear camera: Yes 21. ${[Link]}

Issues zooming beyond 2x in bright light conditions.

20.
Unable to focus at infinity or other focus issues, Go to step
No 23. ${[Link]}

Does the user’s device exhibit either of these symptoms?

 Check Result Action Code Com
The rear camera in iPhone X requires occasional calibration to Issue
maintain focus accuracy. Refer to the Service Considerations resolved by
section of TP1596: iPhone 8, 8 Plus, and iPhone SE (2nd calibrating
Yes ${[Link]}
generation) Overview for more information on rear camera rear
calibration. camera.

If the user’s device is an iPhone X, run the AST 2 Rear Camera

Calibration Suite to attempt to calibrate the rear camera. For
other models, skip this step by replying ‘No’.

Follow these steps when running this calibration:

1. Check for magnetic material (such as metal table, magnets

in case, speakers, other nearby devices) and remove it
21.
from the device’s vicinity before starting the calibration.
2. Ensure the camera application is closed before starting the
Go to step
calibration.
No 22. ${[Link]}
3. Ensure the device is not bumped or moved during the
calibration.

Check diagnostic results to verify the camera calibration was

successful.

After AST 2 completes, follow steps in TP1045: iPhone

Functional Test to retest rear camera functionality.

After calibration, is the rear camera working as expected?

Go to step
Yes 24. ${[Link]}

Service
required.
The LiDAR Scanner in iPhone 12 Pro and iPhone 12 Pro Max Proceed
has the ability to assist rear camera focus under low light with repair
conditions. Issues with the LiDAR Scanner in these models may creation to
affect rear camera focus. see
available
If the user’s device is a iPhone 12 Pro and iPhone 12 Pro Max, options. If
run the AST 2 LiDAR Scanner suite on the user’s device. For available,
22.
other models, skip this step by replying ‘Yes’. choose a
No modular B28 IPH
Check diagnostic results to verify the functionality of LiDAR repair or
Scanner hardware. mail-in
repair.
Perform a
Does the device pass this test? whole unit
replacement
only if there
are no other
options.
 Check Result Action Code Com
Service
required.
Proceed
with repair
creation to
see
available
options. If
available,
choose a
modular
repair or
mail-in
repair.
Perform a
whole unit
replacement
only if there
are no other
options.

Note: For
serial
number
entry in the
repair
Closely inspect the Rear Camera lens area.
transaction,
use the
Verify that the user’s device has the following specific issue: Yes B4B IPH
serial
23. number
Dust debris, or other foreign material in Rear Camera lens.
associated
with the top
or top right
Does the user’s device exhibit this specific symptom?
camera on
the module.

Refer to the
Service
Guide to
complete all
applicable
procedures
and
diagnostic
suites after
part
replacement
to ensure
that the new
part
operates
properly
with the rest
of the
system.

Go to step
No 24. ${[Link]}

Service
required.
Proceed
with repair
creation to
see
available
options. If
available,
choose a
modular
repair or
 mail-in
repair.
Perform a
whole unit
replacement
only if there
are no other
options.

Note: For
serial
number
entry in the
repair
transaction,
IPH
use the
Yes B4A CO
serial
CA
number
associated
with the top
or top right
camera on
the module.

Determine if the device has any physical damage that makes this Refer to the
component repair impossible. Service
24. Guide to
complete all
Is the device eligible for a component repair? applicable
procedures
and
diagnostic
suites after
part
replacement
to ensure
that the new
part
operates
properly
with the rest
of the
system.

Service
required.
Proceed
with repair
creation to
see
available
options. If
available,
choose a
No modular B4A IPH
repair or
mail-in
repair.
Perform a
whole unit
replacement
only if there
are no other
options.
Face ID Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

Note: This procedure is intended for Face ID issues only. If

the user’s issue is specific to the front or rear cameras, return
to the service guide table of contents and select “Camera
Issues” from the troubleshooting section.

1. For iPhone X only (skip this step for other models): If

“Face ID has been disabled.” message appears on the
Home screen or in Settings, follow steps in HT208186: If
an alert says Face ID has been disabled on your iPhone
or iPad Pro. Rear camera replacement may resolve this
issue.
2. On the device, have the user go to Settings > Face ID &
Passcode to verify if their face has been added to Face
ID before performing further troubleshooting. If no face
has been added, Face ID will be unable to function as
expected. Have the user set up Face ID again, to verify
that setup functions as expected.
3. Learn more about the technology and security built into
Face ID to help identify errors made during setup or in
how Face ID is used. Refer to the following articles:

HT208108: About Face ID advanced technology

HT208109: Use Face ID on your iPhone or iPad Pro
Unable to set up Face ID. HT208114: If Face ID isn’t working on your iPhone or
Unable to read user’s face. iPad Pro
Unable to unlock device using Face ID.
Unable to make a purchase using Face ID. 4. In Settings > Face ID & Passcode, verify that iPhone
Unlock is turned on. If Face ID & Passcode is turned off,
Face ID will not unlock the device. Verify that iTunes &
App Store is turned on. If iTunes & App Store is turned
off, then Face ID cannot be used to make purchases in
the iTunes Store, App Store, and Apple Book Store.
5. Verify the user’s issue. Press the side button to lock the
device. Then have the user try to unlock the device with
their face. After the lock icon unlocks, swipe up from the
bottom of the screen to view the Home screen.
6. Ensure that the top of the device, including the front
camera, is clean. Check for dirt, debris, oils, lotions, or
signs of damage. If necessary, clean the front glass on
the user’s device using a clean microfiber cloth.
7. Check for cases or protective films. Remove them if they
are obstructing the top of the device, including the front
camera, and then retest for Face ID functionality.
8. If user’s face does not reliably work on their device,
have the user try setting up Face ID on another known-
good device.
9. Set up Face ID on the user’s device with your own face,
and retest for Face ID functionality. Important: Remove
any nonuser data from the device when testing is
complete so that your information is not left on the user’s
device.
10. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.
Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section of
user. Due to
2. VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
Run AST 2 Face ID suite on the Service required.
user’s device. Proceed with
repair creation to
Check diagnostic results to verify see available
the functionality of Face ID options. If
hardware. available,
choose a
Yes B35 IPHONE
Look for a red or failed diagnostic modular repair
3. result. or mail-in repair.
Perform a whole
If AST 2 is not available, follow unit replacement
steps in TP1045: iPhone only if there are
Functional Test to test Face ID no other options.
functionality.
Go to step 4.
No ${[Link]}
Is the diagnostic result listed here?
Issue cannot be
Yes duplicated. ${[Link]}

Service required.
Perform the manual Face ID Proceed with
testing procedure in TP1045: repair creation to
iPhone Functional Test. see available
options. If
4. Manual Face ID testing results available,
override AST2 Diagnostic results. choose a
No B35 IPHONE
modular repair
or mail-in repair.
Do all tests perform as expected? Perform a whole
unit replacement
only if there are
no other options.
LiDAR Scanner Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

Note: This procedure is intended for LiDAR Scanner issues

only. If the user’s issue is specific to the front or rear cameras,
return to the service guide table of contents and select
“Camera Issues” from the troubleshooting section. If the
user’s issue is specific to Face ID, return to the service guide
table of contents and select “Face ID Issues” from the
troubleshooting section.
LiDAR Scanner will not function.
1. Ensure that the top of the device, including the rear
LiDAR Scanner will not measure.
cameras, is clean. Check for dirt, debris, oils, lotions, or
signs of damage. If necessary, clean the rear camera
lens area on the user’s device using a clean microfiber
cloth.
2. Check for cases or protective films. Remove them if they
are obstructing the top of the device, including the rear
cameras, and then retest for LiDAR Scanner
functionality.
3. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive
 Check Result Action Code Commodity
Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section of
user. Due to
2. VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
Service required.
Proceed with
Run AST 2 Camera - LiDAR
repair creation to
Scanner Sensor Check suite on
see available
the user’s device.
options. If
available,
Check diagnostic results to verify
choose a
the functionality of LiDAR Scanner Yes B28 IPHONE
modular repair
3. hardware.
or mail-in repair.
Perform a whole
Look for a red or failed diagnostic
unit replacement
result.
only if there are
no other options.
Is the diagnostic result listed here?
Go to step 4.
No ${[Link]}
There may be an
issue with the
LiDAR Scanner.
Try running the
test again.
Check diagnostic results to verify
the functionality of LiDAR Scanner
Be sure to follow
hardware.
Yes the instructions ${[Link]}
in the Diagnostic
4. Look for a yellow or cautionary
Console
diagnostic result.
regarding device
orientation, and
do not block the
Is the diagnostic result listed here?
rear cameras.

Issue cannot be
No duplicated. ${[Link]}
Proximity Sensor Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Clean the display with a clean microfiber cloth.

Important: Do not use liquids, sprays, or abrasives to
Screen stays on during call when iPhone lifted to ear.
clean the device.
Screen immediately turns off when user is making a call.
2. Rule out environmental causes by checking and
removing protective films and cases.
3. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section of
user. Due to
2. VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
Issue resolved.
Remind the user
Follow steps in TP1045: iPhone that protective
Functional Test to test proximity films and cases
sensor functionality. Yes can prevent the ${[Link]}
3. proximity sensor
from responding
Did the display respond as properly.
expected?
Go to step 4.
No ${[Link]}
 Check Result Action Code Commodity
Service required.
Proceed with
repair creation to
see available
options. If
available,
choose a
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
IPHONE
Yes Refer to the B54 COMP
Service Guide to DISPLAY
complete all
applicable
Determine if the device has procedures and
physical damage that makes a diagnostic suites
component repair impossible. after part
4. replacement to
ensure that the
Is the device eligible for a new part
component repair? operates
properly with the
rest of the
system.

Service required.
Proceed with
repair creation to
see available
options. If
available,
choose a
No B54 IPHONE
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
Side Button Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.
Side button not working
1. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commod

Use the Visual/Mechanical Inspection (VMI) Guide to identify Go to step 3.
Yes ${[Link]}
conditions that affect warranty and service eligibility.

Important: Only damage described in the green section of the

1. VMI is eligible for warranty service. Damage described in the
Go to step 2.
yellow or red section of the VMI is not eligible for warranty service. No ${[Link]}

Is the device in warranty and eligible for warranty service?

Go to step 3.
Yes ${[Link]}
Return the
Determine whether the device is eligible for out of warranty
device to the
service (yellow section of VMI) or is ineligible for service (red
user. Due to
section of VMI).
2. damage, the
No device is no ${[Link]}
longer
Is the device eligible for out of warranty service?
eligible for
support.

Service
required.
Proceed with
repair
creation to
Inspect the area in and around the side button on the user’s
see
device. If you see any damage or debris, then answer “Yes” to the
available
question below.
options. If
available,
If the button is either stuck or cannot be pressed, then check for
choose a
the following:
Yes modular B91 IPHONE
3. repair or
Substance causing button to be stuck in one position
mail-in
Debris blocking button so the button cannot be pressed or
repair.
toggled
Perform a
Physically broken button
whole unit
replacement
only if there
Is button stuck, blocked by debris, or physically broken?
are no other
options.

Go to step 4.
No ${[Link]}
 Check Result Action Code Commod
Run the Side Button diagnostic suite in AST 2. This test verifies Issue cannot
side button functionality. be
Yes ${[Link]}
duplicated.
Check diagnostic results to verify side button response.
4.
If AST 2 is unavailable, then follow steps in TP1045: iPhone
Functional Test to test side button functionality. Go to step 5.
No ${[Link]}

Is the side button responding as expected?

Follow steps in HT201252: Restore your iPhone, iPad, or iPod to Go to step 7.
Yes ${[Link]}
factory settings to restore the device using the computer. If the
restore fails, attempt a recovery mode restore. See TP337:
Recovery Mode Restore.
5.
Warning: Restoring the device will delete all user data. Verify that Go to step 6.
No ${[Link]}
the user has a backup or has given consent before proceeding.

Did restore complete?

Go to step 7.
Yes ${[Link]}
Service
required.
Proceed with
repair
creation to
see
Perform the steps in HT201210: If you see an error when you available
update or restore your iPhone, iPad, or iPod and HT204770: iOS options. If
available,
update and restore errors to attempt to restore the device.
6. choose a
No modular B0J IPHONE
repair or
Did restore complete?
mail-in
repair.
Perform a
whole unit
replacement
only if there
are no other
options.

Run the Side Button diagnostic suite in AST 2 to verify side button Issue
functionality. resolved by
Yes restoring the ${[Link]}
Check diagnostic results to verify side button response. device.
7.
If AST 2 is unavailable, then follow steps in TP1045: iPhone
Functional Test to test side button functionality.
Go to step 8.
No ${[Link]}

Is the side button responding as expected?

Follow instructions in the service guide to open the device. Reassemble
and return
Using iPhone Torque Driver (black) 0.35 kg-fcm and JCIS Bit for the device to
cross-head screws (Torque Driver Kit, 923-0248), remove the the user.
cowling highlighted in the image below and carefully lift the button Due to
flex cable connector to disconnect it. Yes unauthorized ${[Link]}
modification,
iPhone 7 iPhone 7 Plus the device is
not eligible
for service.
 iPhone 8
iPhone SE (2nd iPhone 8 Plus
generation)

iPhone X

iPhone XS iPhone XS Max

iPhone XR

iPhone 11 Pro
iPhone 11
iPhone 11 Pro Max
 iPhone 12
iPhone 12 mini iPhone 12 Pro Max
iPhone 12 Pro

8.

Magnify the side button flex connector and inspect it for any films
or foreign material that may block access to it.
Go to step 9.
iPhone 7 iPhone 7 Plus No ${[Link]}

iPhone 8
iPhone SE (2nd iPhone 8 Plus
generation)

iPhone X

iPhone XS iPhone XS Max

 iPhone XR

iPhone 11 Pro
iPhone 11
iPhone 11 Pro Max

iPhone 12
iPhone 12 mini iPhone 12 Pro Max
iPhone 12 Pro

Is there a film or foreign material blocking the connector?

Issue
resolved by
reseating
Yes ${[Link]}
side button
flex cable.

Service
Reconnect the side button flex cable, gently reseating the
connector by lightly pressing on it with two fingers. Reattach the required.
Proceed with
cowling and reassemble the device.
repair
creation to
Run the Side Button diagnostic suite in AST 2 to verify side button
see
functionality.
available
9. options. If
Check diagnostic results to verify side button response.
available,
choose a
If AST 2 is unavailable, then follow steps in TP1045: iPhone
No modular B38 IPHONE
Functional Test to test side button functionality.
repair or
mail-in
repair.
Is the side button responding as expected?
Perform a
whole unit
replacement
only if there
are no other
options.
Temperature Alert
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. When the device is in use or charging, it is normal for it

to get warm. The exterior of the device acts as a cooling
User claims device or AC adapter becomes unusually surface that transfers heat from inside the device to the
warm during use. cooler air outside.
Temperature alert message appears. 2. Refer to HT201678: Keeping iPhone, iPad, and iPod
touch within acceptable operating temperatures.
3. Remove any covers or cases from the device.
4. Follow all steps in TP880: iPhone, iPad, and iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Go to step 2.
Yes ${[Link]}

Run the AST 2 MRI diagnostic Issue cannot be

suite on the user’s device. duplicated.

Check diagnostic results to verify Refer user to

the presence of multiple HT201678:
1.
temperature warnings. Keeping iPhone,
No iPad, and iPod ${[Link]}
touch within
Has the device experienced acceptable
multiple temperature warnings? operating
temperatures.

Use the Visual/Mechanical Go to step 4.

Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
2. the VMI is eligible for warranty
Go to step 3.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 4.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section of
user. Due to
3. VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
 Check Result Action Code Commodity
Follow steps in HT201252: Go to step 6.
Yes ${[Link]}
Restore your iPhone, iPad, or iPod
to factory settings to restore the
device using the computer. If the
restore fails, attempt a recovery
mode restore. See TP337:
Recovery Mode Restore.
4.
Go to step 5.
Warning: Restoring the device will No ${[Link]}
delete all user data. Verify that the
user has a backup or has given
consent before proceeding.

Did restore complete?

Go to step 6.
Yes ${[Link]}
Service required.
Perform the steps in HT201210: If Proceed with
you see an error when you update repair creation to
or restore your iPhone, iPad, or see available
options. If
iPod and HT204770: iOS update
available,
5. and restore errors to attempt to
choose a
restore the device. No B0J IPHONE
modular repair
or mail-in repair.
Perform a whole
Did restore complete? unit replacement
only if there are
no other options.

Service required.
Proceed with
Advise user to set up the device repair creation to
as a new device by following the see available
steps in HT202033: Set up your options. If
iPhone, iPad, or iPod touch. available,
choose a
Yes B0M IPHONE
Attempt to reproduce the modular repair
temperature warning screen by or mail-in repair.
6.
launching and using a high- Perform a whole
bandwidth or graphics-intensive unit replacement
app. only if there are
no other options.

Can you reproduce the Issue resolved

temperature warning screen? by restoring the
No ${[Link]}
device.
Volume Button and Ring/Silent Switch Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

Note: This procedure is for volume buttons and Ring/Silent

switch issues only. If device issue is related to the Taptic
Ring/Silent switch not working
Engine (vibe motor), return to the list of symptoms and select
Volume buttons not working
“No Vibrate” from the troubleshooting section.

1. Follow all steps in TP880: iPhone, iPad, iPod touch

Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commo

Use the Visual/Mechanical Inspection (VMI) Guide to identify Go to step 3.
Yes ${[Link]}
conditions that affect warranty and service eligibility.

Important: Only damage described in the green section of the

1. VMI is eligible for warranty service. Damage described in the
Go to step 2.
yellow or red section of the VMI is not eligible for warranty service. No ${[Link]}

Is the device in warranty and eligible for warranty service?

Go to step 3.
Yes ${[Link]}
Return the
Determine whether the device is eligible for out-of-warranty
device to the
service (yellow section of VMI) or is ineligible for service (red
user. Due to
section of VMI).
2. damage, the
No device is no ${[Link]}
longer
Is the device eligible for out-of-warranty service?
eligible for
support.

Service
required.
Proceed with
repair
Inspect the area in and around the volume buttons and Ring/Silent creation to
switch on the user’s device. If you see any damage or debris, then see
answer “Yes” to the question below. available
options. If
If the button or switch is either stuck or can not be pressed or available,
toggled, then check for the following: choose a
Yes modular B91 IPHON
3. Substance causing button or switch to be stuck in one repair or
position mail-in
Debris blocking button or switch so you cannot press or repair.
toggle button or switch Perform a
Physically broken button or switch whole unit
replacement
only if there
Is button or switch stuck, blocked by debris, or physically broken? are no other
options.

Go to step 4.
No ${[Link]}
 Check Result Action Code Commo
Run the Ring/Silent Switch diagnostic suite in AST 2 to verify Go to step 5.
Yes ${[Link]}
Ring/Silent switch functionality.

Check diagnostic results to verify Ring/Silent switch response.

4.
If AST 2 is unavailable, then follow steps in TP1045: iPhone Go to step 6.
No ${[Link]}
Functional Test to test Ring/Silent switch functionality.

Is Ring/Silent switch responding as expected?

Run the Volume Button diagnostic suite in AST 2 to verify the Issue cannot
functionality of the volume buttons. be
Yes ${[Link]}
duplicated.
Check diagnostic results to verify volume buttons response.
5.
If AST 2 is unavailable, then follow steps in TP1045: iPhone
Functional Test to test volume button functionality. Go to step 7.
No ${[Link]}

Are volume buttons responding as expected?

Run the Volume Button diagnostic suite in AST 2 to verify the Go to step 7.
Yes ${[Link]}
functionality of the volume up and volume down buttons.

Check diagnostic results to verify volume button response.

6. Go to step
If AST 2 is unavailable, then follow steps in TP1045: iPhone
No 11. ${[Link]}
Functional Test to test volume button functionality.

Are volume buttons responding as expected?

Follow steps in HT201252: Restore your iPhone, iPad, or iPod to Go to step 9.
Yes ${[Link]}
factory settings to restore the device using the computer. If the
restore fails, attempt a recovery mode restore. See TP337:
Recovery Mode Restore.
7.
Warning: Restoring the device will delete all user data. Verify that Go to step 8.
No ${[Link]}
the user has a backup or has given consent before proceeding.

Did restore complete?

Go to step 9.
Yes ${[Link]}
Service
required.
Proceed with
repair
creation to
see
Perform the steps in HT201210: If you see an error when you available
options. If
update or restore your iPhone, iPad, or iPod and HT204770: iOS
available,
update and restore errors to attempt to restore the device.
8. choose a
No modular B0J IPHON
repair or
Did restore complete?
mail-in
repair.
Perform a
whole unit
replacement
only if there
are no other
options.
 Check Result Action Code Commo
Run the Ring/Silent Switch diagnostic suite in AST 2 to verify Go to step
Ring/Silent switch functionality. Yes 10. ${[Link]}

Check diagnostic results to verify Ring/Silent switch response.

9.
If AST 2 is unavailable, then follow steps in TP1045: iPhone Go to step
Functional Test to test Ring/Silent switch functionality. No 11. ${[Link]}

Is Ring/Silent switch responding as expected?

Run the Volume Button diagnostic suite in AST 2 to verify the Issue
functionality of the volume buttons. resolved by
Yes restoring the ${[Link]}
Check diagnostic results to verify volume button response. device.
10.
If AST 2 is unavailable, then follow steps in TP1045: iPhone
Functional Test to test volume button functionality. Go to step
No 11. ${[Link]}

Are volume buttons responding as expected?

Follow instructions in the service guide to open the device. Reassemble
and return
Use iPhone Torque Driver (black) 0.35 kg-fcm and JCIS Bit for the device to
cross-head screws (Torque Driver Kit, 923-0248) to remove the the user.
cowling highlighted in the image below and carefully lift the button Due to
flex cable connector to disconnect it. Yes unauthorized ${[Link]}
modification,
iPhone 7 iPhone 7 Plus the device is
not eligible
for service.

iPhone 8
iPhone SE (2nd iPhone 8 Plus
generation)

iPhone X

iPhone XS iPhone XS Max

 iPhone XR

iPhone 11 Pro
iPhone 11
iPhone 11 Pro Max

iPhone 12
iPhone 12 mini iPhone 12 Pro Max
iPhone 12 Pro

11.

Magnify the volume up/down flex connector and inspect it for any
films or foreign material that may block access to it.
Go to step
iPhone 7 iPhone 7 Plus No 12. ${[Link]}

iPhone 8
iPhone SE (2nd iPhone 8 Plus
generation)

iPhone X
 iPhone XS iPhone XS Max

iPhone XR

iPhone 11 Pro
iPhone 11
iPhone 11 Pro Max

iPhone 12
iPhone 12 mini iPhone 12 Pro Max
iPhone 12 Pro

Is there a film or foreign material blocking the connector?

 Check Result Action Code Commo
Go to step
Yes 13. ${[Link]}

Service
required.
Proceed with
Reconnect the button flex cable, gently reseating the connector by
repair
lightly pressing on it with two fingers. Reassemble the device.
creation to
see
Run the Ring/Silent Switch diagnostic suite in AST 2 to verify
available
Ring/Silent switch functionality.
options. If
available,
12. Check diagnostic results to verify Ring/Silent switch response.
choose a
No modular B37 IPHON
If AST 2 is unavailable, then follow steps in TP1045: iPhone
repair or
Functional Test to test Ring/Silent switch functionality.
mail-in
repair.
Perform a
Is Ring/Silent switch responding as expected?
whole unit
replacement
only if there
are no other
options.

Issue
resolved by
reseating
volume
Yes ${[Link]}
up/down
button flex
cable.

Service
required.
Run the Volume Button diagnostic suite in AST 2 to verify the
Proceed with
functionality of the volume buttons.
repair
Check diagnostic results to verify volume button response. creation to
see
13. available
If AST 2 is unavailable, then follow steps in TP1045: iPhone
Functional Test to test volume button functionality. options. If
available,
choose a
No modular B39 IPHON
Are volume up/down buttons responding as expected?
repair or
mail-in
repair.
Perform a
whole unit
replacement
only if there
are no other
options.
Alert Messages
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Read alert to determine the issue. Many alerts provide

additional information or links to resolve the issue. Refer
Alert or error message on device. to HT201210: If you see an error when you update or
restore your iPhone, iPad, or iPod and HT202778: About
the 'Trust This Computer' alert on your iPhone, iPad, or
iPod touch.
2. Follow all steps in TP880: Common Troubleshooting
Procedures before performing further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Determine whether the device is Go to step 3.
Yes ${[Link]}
eligible for out-of-warranty service
(yellow section of VMI) or is Return the device
ineligible for service (red section to the user. Due
2. of VMI). to damage, the
No device is no ${[Link]}
longer eligible for
Is the device eligible for out-of- support.
warranty service?
Go to step 4.
Yes ${[Link]}
Service required.
Check the Lightning connector for Proceed with
repair creation to
debris obstruction. Follow steps in
see available
TP320: Cleaning Procedures to
options. If
clean the Lightning connector.
3. available, choose
No a modular repair B91 IPHONE
or mail-in repair.
Are you able to clean the
Perform a whole
Lightning connector?
unit replacement
only if there are
no other options.
 Check Result Action Code Commodity
Disconnect and reconnect the Issue resolved by
Lightning to USB Cable to ensure Yes cleaning. ${[Link]}
a good connection to the user’s
device.

Disconnect and reconnect the

Lightning connector in both
4.
orientations.
Go to step 5.
No ${[Link]}
Retest to determine if alert
message issue is resolved.

Is the issue resolved?

Go to Settings > General > Reset Issue resolved by
> Erase All Content and Settings. erasing all content
Yes ${[Link]}
and settings.
Warning: Erasing all content and
settings will delete all user data on
the device. Verify that the user
5.
has a backup or has given
consent before proceeding. Go to step 6.
No ${[Link]}

Did erasing all content and

settings resolve the issue?
Follow steps in HT201252: Go to step 8.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
6.
Go to step 7.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify that
the user has a backup or has
given consent before proceeding.

Did restore complete?

Go to step 8.
Yes ${[Link]}
Service required.
Perform the steps in HT201210: If Proceed with
you see an error when you update repair creation to
or restore your iPhone, iPad, or see available
iPod and HT204770: Get help options. If
7. with iOS update and restore errors available, choose
to attempt to restore the device. No a modular repair B0J IPHONE
or mail-in repair.
Perform a whole
Did restore complete? unit replacement
only if there are
no other options.

Issue resolved by
restoring the
Yes ${[Link]}
device.

Retest to determine if alert

message issue is resolved.
8.

Is the issue resolved? No ESCALATION B0J

REQUIRED.

Contact CSS for

additional support.
App Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Restart the device. If the device does not restart, try to

reset it.
2. Verify that the app is compatible with the device.
3. Follow steps in HT201398: If an app unexpectedly quits,
stops responding, or won’t open to attempt to resolve
App not functioning correctly
the issue.
App unexpectedly quits (returns to Home screen)
App screen unexpectedly freezes (stops responding) 4. Open the App Store on the user’s device and tap
Updates in the bottom right corner. If any updates are
available, then tap Update All in the upper right corner.
5. Remove and reinstall affected app.
6. Follow all steps in TP880: Common Troubleshooting
Procedures before performing further troubleshooting.

Note: If multiple apps are having similar issues, go to Deep

Dive.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Determine whether the device is Go to step 3.
Yes ${[Link]}
eligible for out-of-warranty service
(yellow section of VMI) or is Return the device
ineligible for service (red section to the user. Due
2. of VMI). to damage, the
No device is no ${[Link]}
longer eligible for
Is the device eligible for out-of- support.
warranty service?
 Check Result Action Code Commodity
Run AST 2 MRI diagnostic suite to Go to step 5.
Yes ${[Link]}
identify any crashing apps that
may unexpectedly stop
responding or quit to the Home
screen.

Note: It is generally not necessary

to force an app to close unless the
app is unresponsive. Refer to
3.
HT202070: Switch apps on your Go to step 4.
No ${[Link]}
iPhone, iPad, or iPod touch for
instructions to view recently used
apps. These apps are not open;
they are in a suspended state.

Are there any crashing apps listed

in diagnostic results?
Issue resolved by
erasing all content
and settings.

Instruct user how

to quit
Go to Settings > General > Reset background
> Erase All Content and Settings. processes on the
device that are
Warning: Erasing all content and not performing as
settings will delete all user data on Yes expected. ${[Link]}
4. the device. Verify that the user
has a backup or has given Also advise the
consent before proceeding. user to follow
steps in
HT202070: Switch
Is the app issue resolved? apps on your
iPhone, iPad, or
iPod touch.

Go to step 5.
No ${[Link]}
Follow steps in HT201252: Go to step 7.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
5.
Go to step 6.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify that
the user has a backup or has
given consent before proceeding.

Did restore complete?

Go to step 7.
Yes ${[Link]}
Service required.
Follow the steps in HT201210: If Proceed with
you see an error when you update repair creation to
or restore your iPhone, iPad, or see available
iPod and HT204770: Get help options. If
6. with iOS update and restore errors available, choose
to attempt to restore the device. No a modular repair B0J IPHONE
or mail-in repair.
Perform a whole
Did restore complete? unit replacement
only if there are
no other options.
 Check Result Action Code Commodity
Issue resolved.
Advise user to follow instructions
in HT202033: Set up your iPhone, If errors were
iPad, or iPod touch to set up the found and fixed or
device as a new device. if this was the first
Yes successful restore ${[Link]}
7. Retest to determine if the user’s on the device,
device continues to exhibit app advise the user to
issues. see if the
symptoms persist.

Is the app issue resolved? Go to step 8.

No ${[Link]}

iOS ESCALATION ${[Link]}

REQUIRED.
Determine if the app is an iOS app
or a third-party app. Contact CSS for
8. additional support.

Is the app an iOS app or a third- Reinstall the

party app? affected third-
party app and
Third refer user to third-
${[Link]}
Party party app
developer for
support.
Unexpected Freeze, Restart, or Power Off
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. If the device restarts, displays the Apple logo, or turns

off while in use, follow steps in HT203899: If your iOS
device restarts or displays the Apple logo or a spinning
gear unexpectedly before performing any further
troubleshooting.
2. For unresponsive devices, determine whether the issue
is related to Multi-Touch. View the clock on the Home
screen or on the Clock app icon to see if it’s keeping
time. The second hand on the Clock app icon should
move smoothly clockwise around the clock dial. If the
clock is keeping time as expected, return to the service
guide table of contents and select “Multi-Touch or 3D
Touch Issues” from the troubleshooting section.
3. If the device does not respond or turn on, follow steps in
Device unexpectedly displays Apple logo, then returns
HT201412: If your iPhone, iPad, or iPod touch won’t turn
to Home screen and operates normally.
on or is frozen. Check symptoms in multiple preinstalled
Device unexpectedly displays Apple logo, then restarts
Apple apps to verify that this is happening in all apps
to Lock screen, requiring Touch ID or passcode to return
before servicing the device. If symptoms do not occur
to Home screen.
with all apps, return to the service guide table of
Device restarts, displays Apple logo, then stops
responding. contents and select “App Issues” from the
Device screen freezes, but does not restart or turn off. troubleshooting section.
Device stops responding and unexpectedly displays 4. If the device has unexpectedly turned off and will not
“Connect to iTunes” or “Connect to Computer” screen. turn on, return to the service guide table of contents and
Device unexpectedly turns off and requires pressing the select “No Power” from the troubleshooting section.
Sleep/Wake or Side button to turn device back on. 5. If the user’s device is running iOS 11.3 or later, follow
steps in HT208387: iPhone Battery and Performance.
Go to Settings > Battery > Battery Health to view Peak
Note: While exhibiting any of the above symptoms, the device
may also unexpectedly flash a red, blue, or other color Performance Capability. Performance management
screen. features may have been applied to help prevent
unexpected shutdowns. In iOS 11.3 and later this
feature can be disabled. If the user’s device is
experiencing unexpected shutdowns because the
battery was unable to deliver the necessary peak power,
performance management may need to remain enabled.
If you suspect that the battery may need service, return
to the service guide table of contents and select “Battery
Life Too Short” from the troubleshooting section.
6. If the user’s device is running iOS 11.3 or later, refer to
HT208387: iPhone Battery and Performance or view
battery health in Settings > Battery > Battery Health for
more information about unexpected shutdowns,
performance management, and battery health. Where
relevant and appropriate, direct the user to these
resources or the information contained therein.
7. Follow all steps in TP880: Common Troubleshooting
Procedures before performing further troubleshooting.

Deep Dive
 Check Result Action Code Commodity
Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Determine whether the device is Go to step 3.
Yes ${[Link]}
eligible for out-of-warranty service
(yellow section of VMI) or is Return the device
ineligible for service (red section to the user. Due
2. of VMI). to damage, the
No device is no ${[Link]}
longer eligible for
Is the device eligible for out-of- support.
warranty service?
Service required.
If the device restarts, displays the Proceed with
Apple logo, or turns off while in repair creation to
use, follow steps in HT203899: If see available
your iOS device restarts or options. If
displays the Apple logo or a available, choose
spinning gear unexpectedly Yes a modular repair B81 IPHONE
3. before performing any further or mail-in repair.
troubleshooting. Perform a whole
unit replacement
only if there are
Does the device contain more no other options.
than two recent logs with the word
“panic” in the file name? Go to step 4.
No ${[Link]}
Follow steps in HT201252: Go to step 6.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
4.
Go to step 5.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify that
the user has a backup or has
given consent before proceeding.

Did restore complete?

Perform the steps in HT201210: If Go to step 6.
Yes ${[Link]}
you see an error when you update
or restore your iPhone, iPad, or
iPod and HT204770: Get help
5. with iOS update and restore errors
Go to step 7.
to attempt to restore the device. No ${[Link]}

Did restore complete?

 Check Result Action Code Commodity
Issue resolved.

If errors were
found and
corrected or if this
Retest to determine if the user’s
was the first
device continues to have this
Yes successful restore ${[Link]}
issue.
6. on the device,
advise the
customer to see if
Is the issue resolved?
the symptoms
persist.

Go to step 7.
No ${[Link]}
Service required.
Proceed with
repair creation to
see available
Determine if the issue is caused
options. If
by the device unexpectedly
available, choose
displaying “Connect to iTunes” or
Yes a modular repair B0J IPHONE
“Connect to Computer” screen.
7. or mail-in repair.
Perform a whole
unit replacement
Does the device exhibit this
only if there are
symptom?
no other options.

Go to step 8.
No ${[Link]}
Determine if the issue is caused Service required.
by the device exhibiting any of the Proceed with
following symptoms: repair creation to
see available
Device unexpectedly options. If
displays the Apple logo available, choose
Device unexpectedly Yes a modular repair B81 IPHONE
8. restarts to the Lock screen or mail-in repair.
Device unexpectedly turns Perform a whole
off and can be turned on unit replacement
again manually only if there are
no other options.

Does the device exhibit any of Go to step 9.

No ${[Link]}
these symptoms?
Service required.
Proceed with
repair creation to
Determine if the issue is caused see available
by the device exhibiting any of the options. If
following symptoms: available, choose
Yes a modular repair B85 IPHONE
Device becomes or mail-in repair.
unresponsive (display Perform a whole
appears frozen) unit replacement
Device restarts and only only if there are
displays the Apple logo no other options.
9.
Note: While exhibiting any of the
above symptoms, the device may
also unexpectedly flash a red,
blue, or any other color screen.

No ESCALATION ${[Link]}
Does the device exhibit any of REQUIRED.
these symptoms?
Contact CSS for
additional support.
Headphone Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. Refer to HT201869: Use Apple headphones with your

iPhone, iPad, and iPod to verify that the user’s
headphones are compatible with the user’s device.
2. Follow the steps in HT203026: If your headphones don‘t
work with your iPhone, iPad, or iPod touch.
3. Verify that the user’s EarPods with Lightning Connector
are fully inserted into the Lightning connector. Verify that
No sound in EarPods with Lightning Connector a case or protective film is not interfering.
Sound from only one EarPod 4. Try the Lightning connector in both orientations.
Distorted sound in EarPods with Lightning Connector 5. Press volume buttons to check volume level.
6. Verify that the audio is not paused.
7. Check Settings > Music > Volume Limit.
8. Go to Settings > General > Accessibility and verify that
Mono Audio is turned off.

Note: If the user has intentionally turned on Mono Audio, do

not turn it off.

9. Follow all steps in TP880: Common Troubleshooting

Procedures before performing further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty
and service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section
user. Due to
2. of VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
 Check Result Action Code Commodity
Go to step 4.
Yes ${[Link]}
Service
required.
Proceed with
repair creation
Check the Lightning connector for
to see available
debris obstruction. Follow steps in
options. If
TP320: Cleaning Procedures to
available,
clean the Lightning connector.
3. choose a
No modular repair B91 IPHONE
or mail-in repair.
Are you able to clean the
Perform a whole
Lightning connector?
unit
replacement
only if there are
no other
options.

Connect the user’s EarPods with Issue resolved

Lightning Connector to the user’s by cleaning the
Yes ${[Link]}
device. device.

Play known-good media and

4. listen to the audio using the
user’s headphones.
Go to step 5.
No ${[Link]}

Did the device play audio as

expected?
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
Substitute known-good EarPods
modular repair
with Lightning Connector.
or mail-in repair.
Perform a whole
Play known-good media and
unit IPHONE
listen to the audio using the Yes B09
replacement ACCESSORY
5. known-good EarPods with
only if there are
Lightning Connector.
no other
options.
Did the device play audio as
If the user has
expected?
third-party
headphones,
refer to
manufacturer for
support.

Go to step 6.
No ${[Link]}
 Check Result Action Code Commodity
Follow steps in HT201252: Go to step 8.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
6.
Go to step 7.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify
that the user has a backup or has
given consent before proceeding.

Did restore complete?

Go to step 8.
Yes ${[Link]}
Service
required.
Perform the steps in HT201210: If Proceed with
you see an error when you repair creation
update or restore your iPhone, to see available
options. If
iPad, or iPod and HT204770: Get
available,
help with iOS update and restore
7. choose a
errors to attempt to restore the
No modular repair B0J IPHONE
device.
or mail-in repair.
Perform a whole
unit
Did restore complete? replacement
only if there are
no other
options.

Issue resolved
by restoring the
Yes ${[Link]}
device.

Service
Continue to use known-good required.
EarPods with Lightning Proceed with
Connector with the user’s device. repair creation
to see available
Play known-good media and options. If
8. listen to the audio using the available,
user’s headphones. choose a
No modular repair B68 IPHONE
or mail-in repair.
Did the device play audio as Perform a whole
expected? unit
replacement
only if there are
no other
options.
Headphone Microphone Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. This procedure is intended for headphone microphone

issues only. If the issue is with the device microphone,
return to the list of symptoms and select “Microphone
Issues” from the iOS Sound section of the
troubleshooting menu
No audio from mic on EarPods with Lightning Connector
2. Refer to HT201869: Use Apple headphones with your
Distorted sound from mic on EarPods with Lightning
iPhone, iPad, and iPod to verify that the user’s
Connector
headphones are compatible with the user’s device.
Buttons on EarPods with Lightning Connector do not
3. Follow the steps in HT203026: If your headphones don’t
function
work with your iPhone, iPad, or iPod touch.
4. Verify that the user’s EarPods with Lightning Connector
are fully inserted into the Lightning connector. Verify that
a case or protective film is not interfering with the
connection.
5. Try the Lightning connector in both orientations.
6. Follow all steps in TP880: Common Troubleshooting
Procedures before performing further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty
and service eligibility.

Important: Only damage

described in the green section of
the VMI is eligible for warranty
1.
service. Damage described in the Go to step 2.
No ${[Link]}
yellow or red section of the VMI
is not eligible for warranty
service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty
Return the
service (yellow section of VMI) or
device to the
is ineligible for service (red
user. Due to
2. section of VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
 Check Result Action Code Commodity
Go to step 4.
Yes ${[Link]}
Service
required.
Proceed with
Check the Lightning connector repair creation
for debris obstruction. Follow to see available
steps in TP320: Cleaning options. If
Procedures to clean the Lightning available,
3. connector. choose a
No modular repair B91 IPHONE
or mail-in repair.
Are you able to clean the Perform a whole
Lightning connector? unit
replacement
only if there are
no other
options.

Connect the user’s EarPods with Go to step 5.

Yes ${[Link]}
Lightning Connector to the user’s
device.

Open the Voice Memos app.

4. Use the user’s EarPods with

Go to step 6.
Lightning Connector microphone No ${[Link]}
to create and play a recording.

Did the device record audio as

expected?
Connect the user’s EarPods with Issue resolved
Lightning Connector to the user’s by cleaning the
Yes ${[Link]}
device. device.

Navigate to the Home screen on

the user’s device to perform
button tests on the user’s
EarPods with Lightning
Connector.

Press the volume up button

followed by the volume down
button. The volume should
appear on the device’s screen
along with the word
“Headphones”. The volume
setting should increase and
5. decrease as these buttons are
pressed.
Go to step 7.
No ${[Link]}
Press and hold the center button
to activate Siri (or Voice Control if
Siri has been disabled). Observe
the device’s display to confirm
whether Siri or Voice Control
appears when the center button
is pressed and held down.

If any of the above button tests

do not perform as expected, then
select the “No” answer.

Do all button tests perform as

expected?
 Check Result Action Code Commodity
Connect known-good EarPods Go to step 7.
Yes ${[Link]}
with Lightning Connector to
user’s device.

Open the Voice Memos app.

6. Using EarPods with Lightning

Go to step 8.
Connector, create a recording No ${[Link]}
and play it back.

Did the device record audio as

expected?
Connect known-good EarPods Service
with Lightning Connector to the required.
user’s device. Proceed with
repair creation
Navigate to the Home screen on to see available
user’s device to perform button options. If
tests on the EarPods with available,
Lightning Connector. choose a
modular repair
Press the volume up button or mail-in repair.
followed by the volume down Perform a whole
button. The volume should unit IPHONE
Yes B09
appear on the device’s screen replacement ACCESSORY
along with the word only if there are
“Headphones”. The volume no other
setting should increase and options.
decrease as these buttons are
7.
pressed. If the user has
third-party
Press and hold the center button headphones,
to activate Siri (or Voice Control if refer to
Siri has been disabled). Observe manufacturer
the device’s display to confirm for support.
whether Siri or Voice Control
appears when the center button
is pressed and held down.

If any of the above button tests

do not perform as expected, then Go to step 8.
No ${[Link]}
select the “No” answer.

Do all button tests perform as

expected?
Go to Settings > General > Reset Go to step 12.
Yes ${[Link]}
> Erase All Content and Settings.

Warning: Erasing all content and

settings will delete all user data
on the device. Verify user has a
backup or has given consent
before proceeding.
8.
Open Voice Memos app. Go to step 9.
No ${[Link]}
Use the known-good EarPods
with Lightning Connector to
create and play a recording.

Did the device record audio as

expected?
 Check Result Action Code Commodity
Follow steps in HT201252: Go to step 11.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
9.
Go to step 10.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify
that the user has a backup or has
given consent before proceeding.

Did restore complete?

Go to step 11.
Yes ${[Link]}
Service
required.
Perform the steps in HT201210: Proceed with
If you see an error when you repair creation
update or restore your iPhone, to see available
options. If
iPad, or iPod and HT204770: Get
available,
help with iOS update and restore
10. choose a
errors to attempt to restore the
No modular repair B0J IPHONE
device.
or mail-in repair.
Perform a whole
unit
Did restore complete? replacement
only if there are
no other
options.

Go to step 12.
Yes ${[Link]}
Service
required.
Proceed with
Open the Voice Memos app. repair creation
to see available
Use the known-good EarPods options. If
with Lightning Connector to available,
11. create and play a recording. choose a
No modular repair B68 IPHONE
or mail-in repair.
Did the device record audio as Perform a whole
expected? unit
replacement
only if there are
no other
options.
 Check Result Action Code Commodity
Connect known-good EarPods Issue resolved.
Yes ${[Link]}
with Lightning Connector to the
user’s device.

Navigate to the Home screen on

user’s device to perform button
tests on the EarPods with
Lightning Connector.

Press the volume up button

Service
followed by the volume down
required.
button. The volume should
Proceed with
appear on the device’s screen
repair creation
along with the word
to see available
“Headphones”. The volume
options. If
setting should increase and
available,
decrease as these buttons are
12. choose a
pressed.
No modular repair B68 IPHONE
or mail-in repair.
Press and hold the center button.
Perform a whole
This should activate Siri (or Voice
unit
Control if Siri has been disabled).
replacement
Observe the device’s display to
only if there are
confirm whether Siri or Voice
no other
Control appears when the center
options.
button is pressed and held down.

If any of the above button tests

do not perform as expected, then
select the “No” answer.

Do all button tests perform as

expected?
Microphone Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. If the issue is with the microphone built in to the Apple

headphones, return to the service guide table of
contents and select “Headphone Microphone Issues”
Microphone not functioning from the troubleshooting section.
Distorted sound from microphone 2. Verify that a case or protective film is not obstructing the
User cannot be heard during telephone call microphone.
Poor, low, or distorted sound during telephone call 3. Follow steps in HT203792: If the microphones on your
iPhone aren’t working and HT203794: If you hear no
sound or distorted sound from your iPhone, iPad or iPod
touch speaker.
4. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section
user. Due to
2. of VMI).
damage, device
No ${[Link]}
is no longer
eligible for
Is the device eligible for out-of-
support.
warranty service?
 Check Result Action Code Commodity
Go to step 4.
Yes ${[Link]}
Check the following microphone Service
locations for debris obstruction: required.
Proceed with
Bottom of device repair creation
Receiver mesh to see available
Back of device near rear options. If
3. camera available,
No choose a B91 IPHONE
Follow steps in TP320: Cleaning modular repair
Procedures to clean the device. or mail-in repair.
Perform a whole
unit replacement
Are you able to clean the device? only if there are
no other options.

Run the Audio Test suite in AST 2 Go to step 5.

Yes ${[Link]}
to verify that all microphones
function properly on the user’s
device.

If the device fails the speaker or

receiver test, then return to the
service guide table of contents
and select “Speaker and Receiver
Issues” from the troubleshooting
4. section.
Go to step 6.
No ${[Link]}
If AST 2 is not available, then
follow the steps in TP1045:
iPhone Functional Test to verify
that all microphones function
properly on the user’s device.

Does the user’s device pass all

audio tests?
If the symptom is that the user Issue resolved
cannot be heard during a by cleaning the
Yes ${[Link]}
telephone call, then use a known- device.
good phone to call the user’s
device.

Note: The phone does not need

to be an iPhone.
5.
Have a short phone conversation.
Go to step 6.
Speak in a normal voice and listen No ${[Link]}
to verify if audio is present in both
directions, and that audio quality
is as expected.

Was audio quality as expected?

 Check Result Action Code Commodity
Follow steps in HT201252: Go to step 8.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
6.
Warning: Restoring the device Go to step 7.
No ${[Link]}
will delete all user data on the
device. Verify that the user has a
backup or has given consent
before proceeding.

Did restore complete?

Go to step 8.
Yes ${[Link]}
Service
required.
Perform the steps in HT201210: If Proceed with
you see an error when you update repair creation
or restore your iPhone, iPad, or to see available
iPod and HT204770: iOS update options. If
7. and restore errors to attempt to available,
restore the device. No choose a B0J IPHONE
modular repair
or mail-in repair.
Did restore complete? Perform a whole
unit replacement
only if there are
no other options.

Run the Audio Test suite in AST 2 Go to step 9.

Yes ${[Link]}
to verify that all microphones
function properly on the user’s
device.

If AST 2 is not available, then

8. follow the steps in TP1045:
Go to step 10.
iPhone Functional Test to test No ${[Link]}
microphone sound quality.

Does the user’s device pass all

audio tests?
Issue resolved
If the symptom is that the user by restoring the
Yes ${[Link]}
cannot be heard during a device.
telephone call, then use a known-
good phone to call the user’s Service
device. required.
Proceed with
Note: The phone does not need repair creation
to be an iPhone. to see available
9. options. If
Have a short phone conversation. available,
Speak in a normal voice and listen No choose a B7B IPHONE
to verify if audio is present in both modular repair
directions, and that audio quality or mail-in repair.
is as expected. Perform a whole
unit replacement
only if there are
Was audio quality as expected? no other options.
 Check Result Action Code Commodity
Examine the results of the AST 2 Go to step 11.
A ${[Link]}
Audio Test suite.

Determine which microphone

failed the diagnostic test:
Service
A. Front Mic required.
Proceed with
B. Bottom Mic - Left repair creation
to see available
B. Rear Mic options. If
10. available,
B. Bottom Mic - Right B choose a B64 IPHONE
modular repair
If the speaker or receiver tests or mail-in repair.
failed, then return to the service Perform a whole
guide table of contents and select unit replacement
“Speaker and Receiver Issues” only if there are
from the troubleshooting section. no other options.

Which microphone failed the

audio test?
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
IPHONE
Yes B64 COMP
Refer to the
DISPLAY
Service Guide to
complete all
applicable
Determine if the device has any procedures and
physical damage that makes a diagnostic suites
component repair impossible. after part
11. replacement to
ensure that the
Is the device eligible for a new part
component repair? operates
properly with the
rest of the
system.

Service
required.
Proceed with
repair creation
to see available
options. If
available,
No choose a B64 IPHONE
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other options.
No Ringer Sound
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. If issue is with headphone audio, then return to the

service guide table of contents and select “Headphone
Issues” from the troubleshooting section.
2. Follow steps in HT203794: If you hear no sound or
distorted sound from your iPhone, iPad, or iPod touch
speaker.
3. Check that the Ring/Silent switch is set for ring and not
vibrate.
4. Press volume buttons to check volume level.
5. Check ringer volume in Settings > Sounds & Haptics.
6. iPhone is capable of using the receiver as a second
speaker. Ask the user questions to determine if the
issue involves this capability. If the issues involves this
capability, then first ensure that the following settings
are configured as listed:

Note: Different settings could cause audio output to be

low in volume or only emitted from one of the two
No or low ringer sound speakers, which could be mistaken for a service issue.

a. On the device, go to Settings > General > Accessibility.

b. Scroll down to the HEARING section.
c. Verify that all hearing devices and Mono Audio are
turned off.
d. Adjust the audio volume balance to the center of the
range.

7. Make sure a case or protective film is not obstructing the

speaker or receiver.

Note: There is only one speaker at the bottom of the

device. The other opening is a microphone.

The receiver is covered with mesh and located on the

front of the device, toward the top of the display, next to
the front-facing camera.

8. Follow all steps in TP880: iPhone, iPad, iPod touch

Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive
 Check Result Action Code Commodity
Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty
and service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section
user. Due to
2. of VMI).
damage, device
No ${[Link]}
is no longer
eligible for
Is the device eligible for out-of-
support.
warranty service?
Go to step 4.
Yes ${[Link]}
Service
required.
Proceed with
Check the speaker and receiver repair creation
for debris obstruction. Follow to see available
steps in TP320: Cleaning options. If
Procedures to clean the speaker available,
3. and receiver. choose a
No modular repair B91 IPHONE
or mail-in repair.
Are you able to clean the speaker Perform a whole
and receiver? unit
replacement
only if there are
no other
options.

Run the Audio Test suite in AST 2 Go to step 5.

Yes ${[Link]}
to verify that the speaker and
receiver function properly on the
user’s device.

If the device fails the microphone

tests, then return to the service
guide table of contents and select
the “Microphone Issues” from the
troubleshooting section.
4.
Go to step 6.
If AST 2 is not available, then No ${[Link]}
follow the steps in TP1045:
iPhone Functional Test to verify
that the speaker and receiver
function properly on the user’s
device.

Does the user’s device pass all

audio tests?
 Check Result Action Code Commodity
Go to Settings > Sounds & Issue resolved
Haptics > Ringtone and select a by cleaning the
Yes ${[Link]}
ringtone. device.
5.
Go to step 6.
No ${[Link]}
Does the device ring?
Go to Settings > General > Reset Issue resolved
> Erase All Content and Settings. by erasing all
Yes content and ${[Link]}
Warning: Erasing all content and settings.
settings will delete all user data
on the device. Verify that the user
has a backup or has given
6. consent before proceeding.

Go to Settings > Sounds & Go to step 7.

No ${[Link]}
Haptics > Ringtone and select a
ringtone.

Does the device ring?

Follow steps in HT201252: Go to step 9.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
7.
Go to step 8.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify
that the user has a backup or has
given consent before proceeding.

Did restore complete?

Go to step 9.
Yes ${[Link]}
Service
required.
Proceed with
Perform the steps in HT201210: If repair creation
you see an error when you to see available
update or restore your iPhone, options. If
iPad, or iPod and HT204770: iOS available,
8. update and restore errors to choose a
attempt to restore the device. No modular repair B0J IPHONE
or mail-in repair.
Perform a whole
Did restore complete? unit
replacement
only if there are
no other
options.

Run the Audio Test suite in AST 2 Go to step 10.

Yes ${[Link]}
to verify that the speaker and
receiver function properly on the
user’s device.

If AST 2 is not available, then

follow the steps in TP1045:
9.
iPhone Functional Test to test Go to step 11.
No ${[Link]}
speaker and receiver sound
quality.

Does the user’s device pass all

audio tests?
 Check Result Action Code Commodity
Go to Settings > Sounds & Issue resolved
Haptics > Ringtone and select a by restoring the
Yes ${[Link]}
ringtone. device.
10.
Go to step 11.
No ${[Link]}
Does the device ring?
Determine which component Go to step 12.
Speaker ${[Link]}
failed the diagnostic test: speaker
or receiver.

If the device failed the Receiver

(Stereo Speaker) test, select
‘Receiver’.

If the device failed one or more

11.
microphone tests, then return to Go to step 13.
Receiver ${[Link]}
the service guide table of
contents and select “Microphone
Issues” from the troubleshooting
section.

Which component failed the

diagnostic test?
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a IPHONE
Yes modular repair B63 COMP
or mail-in repair. SPEAKER
Perform a whole
unit
replacement
only if there are
Determine if the device has any
no other
physical damage that makes a
options.
component repair impossible.
12.
Service
required.
Is the device eligible for a
Proceed with
component repair?
repair creation
to see available
options. If
available,
choose a
No modular repair B63 IPHONE
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
options.
 Check Result Action Code Commodity
Service
required.
Proceed with
repair creation
Determine which receiver
to see available
diagnostic test the device failed:
options. If
available,
A. Receiver
choose a
B. Receiver (Stereo Speaker)
A modular repair B7A IPHONE
13. or mail-in repair.
If the device failed both tests,
Perform a whole
select B.
unit
replacement
only if there are
Which receiver diagnostic test did
no other
the device fail?
options.

Go to step 14.
B ${[Link]}
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
modular repair
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
IPHONE
options.
Yes B7A COMP
DISPLAY
Refer to the
Service Guide
to complete all
applicable
Determine if the device has any procedures and
physical damage that makes a diagnostic
component repair impossible. suites after part
14. replacement to
ensure that the
Is the device eligible for a new part
component repair? operates
properly with the
rest of the
system.

Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
No modular repair B7A IPHONE
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
options.
No Vibration
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

Note: This procedure is for vibration issues only. If the issue

is related to the Ring/Silent switch, return to the service guide
table of contents and select “Volume Buttons and Ring/Silent
Switch Issues” from the troubleshooting section.
Device does not vibrate when expected
1. Turn the Ring/Silent switch on and off.
2. Check Vibrate settings for both Silent and Ring in
Settings > Sounds & Haptics.
3. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty
and service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section
user. Due to
2. of VMI).
damage, the
No ${[Link]}
device is no
longer eligible
Is the device eligible for out-of-
for support.
warranty service?
On the device, go to Settings > Go to step 8.
Yes ${[Link]}
Sounds & Haptics and turn the
Vibrate on Ring setting from off to
on.

3. Turning on the Vibrate on Ring

Go to step 4.
setting will momentarily activate No ${[Link]}
the vibration motor.

Does the device vibrate?

 Check Result Action Code Commodity
Go to Settings > General > Reset Go to step 8.
Yes ${[Link]}
> Erase All Content and Settings.

Warning: Erasing all content and

settings will delete all user data
on the device. Verify that the user
has a backup or has given
consent before proceeding.

On the device, go to Settings >

4.
Sounds & Haptics and turn the Go to step 5.
No ${[Link]}
Vibrate on Ring setting from off to
on.

Turning on the Vibrate on Ring

setting will momentarily activate
the vibration motor.

Does the device vibrate?

Follow steps in HT201252: Go to step 7.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
5.
Go to step 6.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify
that the user has a backup or has
given consent before proceeding.

Did restore complete?

Go to step 7.
Yes ${[Link]}
Service
required.
Proceed with
Perform the steps in HT201210: If repair creation
you see an error when you to see available
update or restore your iPhone, options. If
iPad, or iPod and HT204770: iOS available,
6. update and restore errors to choose a
attempt to restore the device. No modular repair B0J IPHONE
or mail-in repair.
Perform a whole
Did restore complete? unit
replacement
only if there are
no other
options.

On the device, go to Settings > Go to step 8.

Yes ${[Link]}
Sounds & Haptics and turn the
Vibrate on Ring setting from off to
on.

7. Turning on the Vibrate on Ring

Go to step 9.
setting will momentarily activate No ${[Link]}
the vibration motor.

Does the device vibrate?

 Check Result Action Code Commodity
Issue resolved
or cannot be
Yes ${[Link]}
duplicated.

Service
required.
Proceed with
repair creation
Turn the Ring/Silent switch off
to see available
and on to momentarily activate
options. If
the vibration motor.
8. available,
choose a
No modular repair B37 IPHONE
Does the device vibrate?
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
options.

Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
IPHONE
Yes modular repair B32
COMPONENT
or mail-in repair.
Perform a whole
unit
replacement
only if there are
Determine if the device has any
no other
physical damage that makes a
options.
component repair impossible.
9.
Service
required.
Is the device eligible for a
Proceed with
component repair?
repair creation
to see available
options. If
available,
choose a
No modular repair B32 IPHONE
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
options.
Speaker and Receiver Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. If issue is with headphone audio, then return to the

service guide table of contents and select “Headphone
Issues” from the troubleshooting section.
2. Follow steps in HT203794: If you hear no sound or
distorted sound from your iPhone, iPad, or iPod touch
speaker.
3. Press volume buttons to check volume level.
4. Verify music or audio is not paused.
5. Check Settings > Music > Volume Limit.
6. This device is capable of using the receiver as a second
speaker. Ask the user questions to determine if the
issue involves this capability. If the issues involves this
capability, then first ensure that the following settings
are configured as listed:
No sound from speaker at base of device
Note: Different settings could cause audio output to be
No sound from receiver
low in volume or only emitted from one of the two
Distorted sound from speaker or receiver
speakers, which could be mistaken for a service issue.
User cannot be heard during telephone call
Poor, low, or distorted sound during telephone call
a. On the device, go to Settings > Accessibility.
Low or no sound out of bottom speaker or receiver when
b. Scroll down to the HEARING section.
playing stereo audio
c. Verify that all hearing devices and Mono Audio are
turned off.
d. Adjust the audio volume balance to the center of the
range.

7. Verify that a case or protective film is not obstructing the

speaker or receiver.

Note: There is only one speaker at the bottom of the

device. The other opening is a microphone.

The receiver is covered with mesh and located on the

front of the device, toward the top of the display, next to
the front-facing camera.

8. Follow all steps in TP880: iPhone, iPad, iPod touch

Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive
 Check Result Action Code Commodity
Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty
and service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether the device is Yes ${[Link]}
eligible for out-of-warranty service
Return the
(yellow section of VMI) or is
device to the
ineligible for service (red section
user. Due to
2. of VMI).
damage, device
No ${[Link]}
is no longer
eligible for
Is the device eligible for out-of-
support.
warranty service?
Go to step 4.
Yes ${[Link]}
Service
required.
Proceed with
Check the speaker and receiver repair creation
mesh openings for debris to see available
obstruction. Follow steps in options. If
TP320: Cleaning Procedures to available,
3. clean the device. choose a
No modular repair B91 IPHONE
or mail-in repair.
Are you able to clean the speaker Perform a whole
and receiver? unit
replacement
only if there are
no other
options.

Run the Audio Test suite in AST 2 Go to step 5.

Yes ${[Link]}
to verify that the speaker and
receiver function properly on the
user’s device.

If the device fails the microphone

tests, then return to the service
guide table of contents and select
“Microphone Issues” from the
troubleshooting section.

If AST 2 is not available, or if the

4.
user’s issue involves low or no Go to step 6.
No ${[Link]}
sound when playing stereo audio
through the bottom speaker and
the receiver, then follow the steps
in TP1045: iPhone Functional
Test to verify that the speaker
and receiver function properly on
the user’s device.

Does the user’s device pass all

audio tests?
 Check Result Action Code Commodity
If the symptom is that the user Issue resolved
cannot be heard during a by cleaning the
Yes ${[Link]}
telephone call, then use a known- device.
good phone to call the user’s
device.

Note: The phone does not need

to be an iPhone.
5.
Have a short phone conversation.
Go to step 6.
Speak in a normal voice and No ${[Link]}
listen to verify if audio is present
in both directions, and that audio
quality is as expected.

Was audio quality as expected?

Follow steps in HT201252: Go to step 8.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to restore
the device using the computer. If
the restore fails, attempt a
recovery mode restore. See
TP337: Recovery Mode Restore.
6.
Go to step 7.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify
that the user has a backup or has
given consent before proceeding.

Did restore complete?

Go to step 8.
Yes ${[Link]}
Service
required.
Proceed with
Perform the steps in HT201210: If repair creation
you see an error when you to see available
update or restore your iPhone, options. If
iPad, or iPod and HT204770: iOS available,
7. update and restore errors to choose a
attempt to restore the device. No modular repair B0J IPHONE
or mail-in repair.
Perform a whole
Did restore complete? unit
replacement
only if there are
no other
options.

Run the Audio Test suite in AST 2 Go to step 9.

Yes ${[Link]}
to verify that the speaker and
receiver function properly on the
user’s device.

If AST 2 is not available, then

follow the steps in TP1045:
8.
iPhone Functional Test to test Go to step 10.
No ${[Link]}
speaker and receiver sound
quality.

Does the user’s device pass all

audio tests?
 Check Result Action Code Commodity
Issue resolved
by restoring the
Yes ${[Link]}
If the symptom is that the user device.
cannot be heard during a
telephone call, then use a known- Service
good phone to call to the user’s required.
device. Proceed with
repair creation
Note: The phone does not need to see available
to be an iPhone. options. If
9. available,
Have a short phone conversation. choose a
Speak in a normal voice and No modular repair B7B IPHONE
listen to verify if audio is present or mail-in repair.
in both directions, and that audio Perform a whole
quality is as expected. unit
replacement
only if there are
Was audio quality as expected? no other
options.

Determine which component Go to step 11.

Speaker ${[Link]}
failed the diagnostic test: speaker
or receiver.

If the device failed the Receiver

(Stereo Speaker) test, select
‘Receiver’.

If the device failed one or more of

10.
the microphone tests, then return Go to step 12.
Receiver ${[Link]}
to the service guide table of
contents and select “Microphone
Issues” from the troubleshooting
section.

Which component failed the

diagnostic test?
 Check Result Action Code Commodity
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a IPHONE
Yes modular repair B63 COMP
or mail-in repair. SPEAKER
Perform a whole
unit
replacement
only if there are
Determine if the device has any
no other
physical damage that makes a
options.
component repair impossible.
11.
Service
required.
Is the device eligible for a
Proceed with
component repair?
repair creation
to see available
options. If
available,
choose a
No modular repair B63 IPHONE
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
options.

Service
required.
Proceed with
repair creation
Determine which receiver
to see available
diagnostic test the device failed:
options. If
available,
A. Receiver
choose a
B. Receiver (Stereo Speaker)
A modular repair B7A IPHONE
12. or mail-in repair.
If the device failed both tests,
Perform a whole
select B.
unit
replacement
only if there are
Which receiver diagnostic test did
no other
the device fail?
options.

Go to step 13.
B ${[Link]}
 Check Result Action Code Commodity
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
modular repair
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
IPHONE
options.
Yes B7A COMP
DISPLAY
Refer to the
Service Guide
to complete all
applicable
Determine if the device has any procedures and
physical damage that makes a diagnostic
component repair impossible. suites after part
13. replacement to
ensure that the
Is the device eligible for a new part
component repair? operates
properly with the
rest of the
system.

Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
No modular repair B7A IPHONE
or mail-in repair.
Perform a whole
unit
replacement
only if there are
no other
options.
Battery Life Too Short
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. On the device, go to Settings > Battery to check power

consumption by app. If the user’s device is running iOS
11.3 or later, refer to HT208387: iPhone Battery and
Performance or view battery health in Settings > Battery
> Battery Health for more information about unexpected
shutdowns, performance management, and battery
health. Where relevant and appropriate, direct the user
to these resources or the information contained therein.
2. Refer the user to [Link]/batteries to learn
about optimizing battery settings.
3. Check the status bar battery level icon. It reflects the
remaining battery life, including battery percentage. Turn
on the battery percentage indicator using Settings >
Battery.
4. Check that the correct USB Power Adapter is being
used to charge the device. Other power adapters may
not provide enough power to charge the device.
5. Connect to a power outlet and charge the device with a
known-good 10W or 12W Apple USB Power Adapter for
Battery runs out of power quickly. 10 minutes. Refer to TP325: Charge Battery for more
Battery does not hold a charge.
information.
Short play time.
6. For iPhone models that support wireless charging, follow
the steps in HT208078: How to wirelessly charge your
iPhone.
7. Try the Lightning connector in both orientations.
8. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.
9. Refer to HT201954: Unauthorized modification of iOS
can cause security vulnerabilities, instability, shortened
battery life, and other issues.

Note: If any of the above checks indicate that the device has
no power and does not turn on, then return to the service
guide table of contents and select “No Power” from the
troubleshooting section.

Important: Battery and charge indicators can fluctuate briefly

when connecting the device to power or waking it from sleep.
If this occurs, wait a few seconds, then check again. Battery
percentage can remain at 99 percent with a full charge. This is
expected behavior and does not indicate a battery or
hardware issue.

Deep Dive
 Check Result Action Code Commodity
Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to
identify conditions that affect
warranty and service eligibility.

Important: Only damage

described in the green section
of the VMI is eligible for
1.
warranty service. Damage Go to step 2.
No ${[Link]}
described in the yellow or red
section of the VMI is not
eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Determine whether the device Go to step 3.
Yes ${[Link]}
is eligible for out-of-warranty
service (yellow section of VMI)
or is ineligible for service (red Return the device to the
2. section of VMI). user. Due to damage, the
No device is no longer eligible ${[Link]}
for support.
Is the device eligible for out-
of-warranty service?
Run AST 2 MRI diagnostic Go to step 6.
Yes ${[Link]}
suite to verify battery
condition.

Check diagnostic results for a

result of “Passed” or “Normal.”
3.
Go to step 4.
Do not restore the user’s No ${[Link]}
device before running AST 2.

Is the battery condition

“Passed” or “Normal”?
Go to step 5.
Yes ${[Link]}
Determine if the device has
Service required. Proceed
any physical damage that
with repair creation to see
makes this component repair
available options. If
impossible.
4. available, choose a modular
No repair or mail-in repair. B8A IPHONE
Perform a whole unit
Is the device eligible for a
replacement only if there
component repair?
are no other options.
 Check Result Action Code Commodity
Service required. Proceed
with repair creation to see
available options. If
Follow Service Guide steps to available, choose a modular
open device and attempt repair or mail-in repair.
battery removal. Perform a whole unit
replacement only if there
If you have not yet replaced are no other options.
IPHONE
the battery in the user’s
Yes B8A COMP
device, then answer “Yes” to Refer to the Service Guide
BATTERY
the question below to begin a to complete all applicable
repair and order the battery. procedures and diagnostic
suites after part
5. Warning: If the battery tab replacement to ensure that
breaks off or is otherwise not the new part operates
able to be removed, then do properly with the rest of the
not use tools to pry up battery. system.
In this situation, answer “No”
to the question below. Service required. Proceed
with repair creation to see
available options. If
Was battery removal available, choose a modular
successful without the battery No repair or mail-in repair. B8A IPHONE
tab breaking? Perform a whole unit
replacement only if there
are no other options.

Use diagnostics to determine Go to step 8.

Yes ${[Link]}
usage and standby time.

If usage time is the same as

standby time, then the device
has not been able to go to
sleep because of active use or
something else preventing the
device from sleeping.

Note: The device is awake

whenever the display is on, or
6.
when the user is making or Go to step 7.
No ${[Link]}
receiving a call, using apps,
listening to music, browsing
the web, sending or receiving
email, using location services
such as GPS, or when an app
is refreshing in the
background.

Are usage times and standby

times equal?
 Check Result Action Code Commodity
View MRI diagnostic results to Go to step 8.
Yes ${[Link]}
determine any crashing apps
that may be draining the
battery.

Note: It is generally not

necessary to force an app to
close unless the app is
unresponsive. Refer to
HT202070: Switch apps on
7.
your iPhone, iPad, or iPod Go to step 9.
No ${[Link]}
touch for instructions to view
recently used apps. Recently
used apps are not open.
Recently used apps are in a
suspended state.

Are there any crashing apps

listed in diagnostic results?
Restart the device. If the Go to step 11.
Yes ${[Link]}
device does not restart, try to
reset it.

Have the user use the device

Issue resolved by restarting
for several minutes, then allow or resetting device.
the device to sleep for several
minutes. Advise the user to follow
8.
No steps in HT201398: If an ${[Link]}
Note battery level before and app unexpectedly quits,
after usage to determine if
stops responding, or won’t
battery life issue persists.
open.

Does battery life issue

persist?
Run the Battery Usage Go to step 10.
Yes ${[Link]}
diagnostic suite in AST 2.

Check diagnostic results to

look for any apps that may be
consuming large amounts of
battery power.
Unable to duplicate issue.
If AST 2 is not available, then
9. Refer the user to
go to Settings > Battery and
No [Link]/batteries to ${[Link]}
look for any apps that may be
learn about optimizing
consuming unusually large
battery settings.
amounts of battery power.

Are there any apps listed that

show unusually high battery
usage?
 Check Result Action Code Commodity
For each app that shows Issue resolved.
unusually high battery usage,
ask the user how often and Refer the user to
how long the app is used. Yes [Link]/batteries to ${[Link]}
learn about optimizing
Explain to the user that the battery settings.
battery issue could likely be
caused by the user using the
app continuously over a long
period of time, rather than any
fault of the app itself, the OS,
or the device.
10.
Gain agreement from the user
that lengthy app usage is
Go to step 11.
likely to be the cause of the No ${[Link]}
battery life issue, and that
there is no service issue with
the device itself.

Does the user agree that the

battery life issue is likely
caused by lengthy app usage?
Follow steps in HT201252: Go to step 13.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to
restore the device using the
computer. If the restore fails,
attempt a recovery mode
restore. See TP337: Recovery
Mode Restore.
11.
Go to step 12.
Warning: Restoring the No ${[Link]}
device will delete all user data.
Verify that the user has a
backup or has given consent
before proceeding.

Did restore complete?

Perform the steps in Go to step 13.
Yes ${[Link]}
HT201210: If you see an error
when you update or restore Service required. Proceed
your iPhone, iPad, or iPod and with repair creation to see
available options. If
HT204770: iOS update and
12. available, choose a modular
restore errors to attempt to
No repair or mail-in repair. B0J IPHONE
restore the device. Perform a whole unit
replacement only if there
are no other options.
Did restore complete?
 Check Result Action Code Commodity
Advise user to follow steps in Service required. Proceed
HT202033: Set up your with repair creation to see
iPhone, iPad, or iPod touch to available options. If
set up the device as a new available, choose a modular
device. Yes repair or mail-in repair. B8A IPHONE
Perform a whole unit
Have user use device for replacement only if there
several minutes, then allow are no other options.
the device to sleep for several
13. minutes.
Issue resolved by restoring
the device.
Note battery level before and
after usage to determine if Advise the user to follow
battery life issue persists after steps in HT201398: If an
No ${[Link]}
restoring the device. app unexpectedly quits,
stops responding, or won’t
open.
Does battery life issue
persist?
Battery Will Not Charge
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

If Activation Lock cannot be disabled normally due to the

device not turning on, you may need to turn off Activation
Lock through [Link].

1. Follow the steps in HT201569: If your iPhone, iPad, or

iPod touch won’t charge.
2. Follow the steps in HT208078: How to wirelessly charge
your iPhone.
3. Use of a very thick case, or a case with metal present in
it, could impact charge performance when charging
wirelessly. Remove all accessories before testing.
4. Check that the correct USB power adapter is being used
to charge the device. Other power adapters may not
provide enough power to charge the device.
5. Plug the device into a known-good 10W or 12W Apple
USB Power Adapter and Lightning to USB Cable to
charge the battery. Allow up to 10 minutes for the device
Battery will not charge from USB Power Adapter. to respond. Refer to TP325: Charge Battery for more
Battery charge icon does not show that device is fully information.
charged. 6. Try the Lightning connector in both orientations.
Device turns off immediately after disconnecting power
adapter. Important: Battery and charge indicators can fluctuate
briefly when you connect the device to power or wake it
from sleep. If this occurs, wait a few seconds and then
check again. Battery percentage can remain at 99
percent with a full charge. This is expected behavior and
does not indicate a battery or hardware issue.

7. If any of the above checks indicate that the device has

no power and does not turn on, then return to the
service guide table of contents and select “No Power”
from the troubleshooting section.
8. If the user’s device is running iOS 11.3 or later, refer to
HT208387: iPhone Battery and Performance or view
battery health in Settings > Battery > Battery Health for
more information about unexpected shutdowns,
performance management, and battery health. Where
relevant and appropriate, direct the user to these
resources or the information contained therein.
9. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive
 Check Result Action Code Commodity
Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to
identify conditions that affect
warranty and service eligibility.

Important: Only damage

described in the green section of
the VMI is eligible for warranty
1.
service. Damage described in Go to step 2.
No ${[Link]}
the yellow or red section of the
VMI is not eligible for warranty
service.

Is the device in warranty and

eligible for warranty service?
Go to step 3.
Determine whether device is Yes ${[Link]}
eligible for out-of-warranty
Return the
service (yellow section of VMI)
device to the
or is ineligible for service (red
user. Due to
2. section of VMI).
damage, device
No ${[Link]}
is no longer
eligible for
Is device eligible for out-of-
support.
warranty service?
Inspect the area in and around Service
the side button on the user’s required.
device. If you can see any Proceed with
damage or debris, answer “Yes” repair creation
to the question here. to see available
options. If
If the side button is either stuck available,
or cannot be pressed, check for choose a
Yes B91 IPHONE
the following: modular repair
3. or mail-in repair.
Substance causing button Perform a whole
to be stuck in one position unit replacement
Debris blocking button so only if there are
you cannot press button no other
Physically broken button options.

Go to step 4.
Is the side button stuck, blocked No ${[Link]}
by debris, or physically broken?
Go to step 5.
Yes ${[Link]}
Service
required.
Proceed with
Check the Lightning connector
repair creation
for debris obstruction. Follow
to see available
steps in TP320: Cleaning
Procedures to clean the options. If
available,
4. Lightning connector.
choose a
No B91 IPHONE
modular repair
or mail-in repair.
Are you able to clean the
Perform a whole
Lightning connector?
unit replacement
only if there are
no other
options.

Plug the device into a known- Charging

good 10W or 12W Apple USB Screen / Go to step 21.
${[Link]}
Power Adapter and Lightning to Black
USB Cable to charge battery. Screen
Check Result Action Code Commodity

Go to step 6.
OS Screen ${[Link]}
 Check Result Action Code Commodity
Run AST 2 MRI diagnostic suite Go to step 9.
Yes ${[Link]}
to verify battery condition.

Check diagnostic results for a

result of “Passed” or “Normal.”
6.
Do not restore the user’s device Go to step 7.
No ${[Link]}
before running AST 2.

Is the battery condition “Passed”

or “Normal”?
Go to step 8.
Yes ${[Link]}
Service
required.
Proceed with
repair creation
Determine if the device has any
to see available
physical damage that makes a
options. If
component repair impossible.
available,
7.
choose a
No B8A IPHONE
modular repair
Is the device eligible for a
or mail-in repair.
component repair?
Perform a whole
unit replacement
only if there are
no other
options.
 Check Result Action Code Commodity
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other
Follow Service Guide steps to options.
IPHONE COMP
open device and attempt battery Yes B8A
BATTERY
removal. Refer to the
Service Guide to
If you have not yet replaced the complete all
battery in the user’s device, then applicable
answer “Yes” to the question procedures and
below to begin a repair and diagnostic suites
order the battery. after part
8. replacement to
Warning: If the battery tab ensure that the
breaks off or is unremovable, new part
then do not use tools to pry up operates
battery. In this situation, answer properly with the
“No” to the question below. rest of the
system.

Was battery removal successful Service

without the battery tab breaking? required.
Proceed with
repair creation
to see available
options. If
available,
choose a
No B8A IPHONE
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other
options.

Check the battery icon in the Go to step 12.

Yes ${[Link]}
upper right-hand corner of the
screen.
9.
Go to step 10.
No ${[Link]}
Is device currently charging?
Follow the steps in HT201252: Go to step 12.
Yes ${[Link]}
Restore your iPhone, iPad, or
iPod to factory settings to
restore the device using the
computer. If the restore fails,
attempt a recovery mode
restore. See TP337: Recovery
Mode Restore.
10.
Go to step 11.
Warning: Restoring the device No ${[Link]}
will delete all user data. Verify
that the user has a backup or
has given consent before
proceeding.

Did the restore complete?

 Check Result Action Code Commodity
Go to step 12.
Yes ${[Link]}
Service
required.
Follow the steps in HT201210: If Proceed with
you see an error when you repair creation
to see available
update or restore your iPhone,
options. If
iPad, or iPod and HT204770:
available,
11. iOS update and restore errors to
choose a
attempt to restore the device. No B0J IPHONE
modular repair
or mail-in repair.
Perform a whole
Did the restore complete?
unit replacement
only if there are
no other
options.

Allow the device to charge for Go to step 24.

Yes ${[Link]}
two more minutes, then unplug
the device.
12.
Go to step 13.
No ${[Link]}
Did the device immediately turn
off?
Go to step 14.
Yes ${[Link]}
Issue resolved.

Test the device with the user’s Remind the user

Apple accessory, if available. to verify the
functionality of
their power
13.
Does the user have their Apple adapter,
No ${[Link]}
USB Power Adapter, Lightning Lightning to
to USB Cable, and wireless USB cable, and
charger? wireless charger
that are used to
charge the
device.

Connect the user’s USB Power Go to step 16.

Yes ${[Link]}
Adapter with a known-good
Apple Lightning to USB cable.
14.
Go to step 15.
No ${[Link]}
Does the device charge?
 Check Result Action Code Commodity
Service
required.
Proceed with
repair creation
to see available
options. If
available,
choose a
modular repair
or mail-in repair.
Perform a whole IPHONE
Yes B09
unit replacement ACCESSORY
only if there are
Connect a known-good USB
no other
Power Adapter with user’s
options.
Lightning to USB cable.
If the adapter is
When testing the user’s
not made by
Lightning to USB cable, try
Apple, refer user
15. connecting the cable in both
to manufacturer
orientations, and bend the cable
for support.
to ensure there is no intermittent
connection within the cable.
Service
required.
Proceed with
Does the device charge?
repair creation
to see available
options. If
available,
choose a
No B83 IPHONE
modular repair
or mail-in repair.
Perform a whole
unit replacement
only if there are
no other
options.

Inspect the user’s Lightning to Go to step 17.

Apple ${[Link]}
USB Cable.

Refer to HT204566: Identify

counterfeit or uncertified
Lightning connector accessories Issue resolved.
to inspect the user’s Lightning to
16. USB Cable to ensure it is made Refer the user
by Apple or a certified third Third Party to cable ${[Link]}
party. manufacturer for
support.

Is the user’s Lightning to USB

cable made by Apple or a
certified third party?
 Check Result Action Code Commodity
Go to step 18.
Yes ${[Link]}
Service
Connect a known-good USB
required.
Power Adapter with the user’s
Proceed with
Lightning to USB cable.
repair creation
to see available
When testing the user’s
options. If
Lightning to USB cable, try
available,
17. connecting the cable in both
choose a IPHONE
orientations, and bend the cable No B09
modular repair ACCESSORY
to ensure there is no intermittent
or mail-in repair.
connection within the cable.
Perform a whole
unit replacement
only if there are
Does the device charge?
no other
options.

Go to step 19.
Yes ${[Link]}
Service
Check MRI diagnostic results to required.
verify the presence of wireless Proceed with
charging hardware. repair creation
to see available
If AST 2 is not available, then options. If
follow the steps in TP1045: available,
18.
iPhone Functional Test to test choose a
No B86 IPHONE
wireless charging functionality. modular repair
or mail-in repair.
Perform a whole
Does MRI detect wireless unit replacement
charging? only if there are
no other
options.
 Check Result Action Code Commodity
Use a known-good compatible Go to step 20.
Yes ${[Link]}
wireless charging pad (such as
923-02267 Wireless Charging
Pad) that is connected to AC
power.

Disconnect the wired charging

cable before testing wireless
charging. Charging will default to
the wired connection if both are
used simultaneously.

Place the user’s iPhone directly

on the top of the charging pad to
Service
charge it.
required.
Proceed with
Verify that the iPhone is in the
repair creation
middle of the charging pad and
to see available
facing up.
options. If
available,
19. Verify that the iPhone is
choose a
charging (observed lightning No B86 IPHONE
modular repair
charging symbol on the top right
or mail-in repair.
corner of the device screen).
Perform a whole
unit replacement
View the battery percentage
only if there are
indicator on the user’s iPhone.
no other
Continue to charge the iPhone
options.
on top of the charging pad for
about 30 seconds, and confirm
that the battery percentage level
has increased.

Refer to HT208078: How to

wirelessly charge your iPhone
for more information about
wireless charging.

Does the user’s iPhone charge

wirelessly?
Issue cannot be
Yes duplicated. ${[Link]}

Service
required.
Proceed with
repair creation
to see available
options. If
available,
Connect the user’s iPhone to the
choose a
user’s wireless charger.
modular repair
20. or mail-in repair.
Perform a whole IPHONE
Does the user’s iPhone charge No B09
unit replacement ACCESSORY
wirelessly?
only if there are
no other
options.

If the charger is
not made by
Apple, refer user
to manufacturer
for support.
 Check Result Action Code Commodity
Identify if the image seen on the Charging Go to step 22.
${[Link]}
user’s device is the charging Screen
screen or a black screen.
21.
Black Go to step 23.
${[Link]}
Screen
Do you see a charging screen or
a black screen?
Service
required.
Proceed with
repair creation
to see available
options. If
Allow the device to charge for
available,
two more minutes, then unplug
choose a
the device. Yes B83 IPHONE
modular repair
22.
or mail-in repair.
Perform a whole
Did the device immediately turn
unit replacement
off?
only if there are
no other
options.

Go to step 23.
No ${[Link]}
Charge the device for up to 10 Go to step 6.
Yes ${[Link]}
minutes, or until the device
wakes to a display, whichever
comes first.
23.
Go to step 24.
No ${[Link]}
Did the device wake to an OS
screen?
Service
required.
Proceed with
repair creation
to see available
1. Open the device. options. If
2. Inspect the battery available,
connector to ensure that it
choose a
is fully seated onto logic Yes B83 IPHONE
modular repair
24. board.
or mail-in repair.
Perform a whole
unit replacement
Is battery connector fully
only if there are
seated?
no other
options.

Go to step 25.
No ${[Link]}
If the battery connector is either This device has
disconnected or partially seated, unauthorized
then disconnect the battery modifications.
connector and inspect for Document test
damage. Yes failure, process ${[Link]}
a repair. Return
25. Look for damage on both the the device to the
battery cable and the logic board user.
connectors.

Go to step 26.
No ${[Link]}
Is any damage found on the
battery connector?
 Check Result Action Code Commodity
Service
required.
Proceed with
Reconnect the battery connector repair creation
to the logic board, ensuring that to see available
the connector is fully seated options. If
onto the logic board. available,
choose a
Yes B83 IPHONE
Retest: Allow the device to modular repair
26.
charge for two more minutes, or mail-in repair.
then unplug the device. Perform a whole
unit replacement
only if there are
Did the device immediately turn no other
off? options.

Issue resolved.
No ${[Link]}
No Power
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

1. Connect the device using a known-good Lightning cable
to a known-good computer running the latest version of
macOS. If the device is recognized by the computer,
then the device has power. Restore the device if
prompted.

Important: If the user’s device is running iOS 11.4.1 or

later, the following will occur unless you connect the
device to the computer while it is unlocked or in recovery
mode, or you enter the device’s passcode while it’s
connected:

The device will not be recognized by the computer.

The device will not communicate with USB accessories.
The device will appear to have no power.

Attempt to place the device in recovery mode to verify if

it can turn on. Refer to TP337: Recovery Mode Restore
for instructions. Refer to HT208857: Using USB
accessories with iOS 11.4.1 and later for more
information.

2. Plug the device into a known-good 10W or 12W Apple

USB power adapter that is connected to AC power until
an image appears on the screen, or for up to 10
minutes, whichever comes first. If the device charges or
Will not turn on
an image appears on screen, then the device has
power. If the device does not charge or no image
appears on screen after 10 minutes of charging, then
continue to the next step. Refer to TP325: Charge
Battery for more information.
3. Follow steps in TP330: iOS Reset to reset the device.

If an image appears on screen, then the device has

power.

4. Reconnect the device using a known-good Lightning

cable to a known-good computer running the latest
version of macOS. If the device is recognized by the
computer, then the device has power. Restore the
device if prompted.
5. Follow steps in HT201412: If your iPhone, iPad, or iPod
touch won’t turn on or is frozen.

Note: If any of the above checks indicate that the device

has power and turns on, then go back and select
another troubleshooting article.

6. Refer to OP1760: Using HDI diagnostics for iPhone and

iPad service (including No Power On / NPO). If this
procedure is available, use it to help isolate no power
issues with the user’s device.

Deep Dive
 Check Result Action Code Commodity
Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty and
service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Determine whether the device is Go to step 3.
Yes ${[Link]}
eligible for out-of-warranty service
(yellow section of VMI) or is Return the device
ineligible for service (red section to the user. Due
2. of VMI). to damage, the
No device is no ${[Link]}
longer eligible for
Is the device eligible for out-of- support.
warranty service?
Service required.
Proceed with
repair creation to
see available
options. If
available, choose
Yes a modular repair B83 IPHONE
or mail-in repair.
Complete all steps in the internal Perform a whole
inspection section of the VMI unit replacement
Guide. only if there are
no other options.
Important:
For mail-in repairs only:
This device has
Do not perform an internal unauthorized
inspection unless the externally modifications.
visible liquid contact indicator Return the device
(LCI) has been triggered, or is to the user.
damaged or missing: the depot
will perform an internal inspection
3. Instructions for
of the components as well as a
AASPs:
micro-inspection, if necessary.
Document test
failure, process a
For whole unit swaps in store:
repair, use part
Perform VMI checks and any
number 011-0659
relevant micro-inspections,
Micro-Inspection
including an internal liquid No ${[Link]}
1.
damage check.
Instructions for
Apple Retail:
Did the user’s device pass all tests
in this procedure? Document test
failure by
attaching photos
to Service Non-
Repair Case, use
part number
S4981Z/A SVC,
MI SCREENING.
Wireless Charging Issues
Unlikely causes:

There are no unlikely causes for this issue.

Quick Check

Symptoms Quick Check

Run the AST 2 MRI diagnostic suite prior to troubleshooting.
Check for any service restrictions in the diagnostic results.

1. For Wireless charging issues:

A. Verify that the customer’s wireless charging accessory

is Qi-certified.
B. When placing devices to be charged on top of the
wireless charging accessory’s pad, ensure it is facing up
and in the center of the pad.

2. For MagSafe accessory detection issues, ensure the

Users iPhone does not charge wirelessly.
wireless charging accessory is an Apple MagSafe
Users iPhone does not properly identify MagSafe
accessory.
accessories.
3. Remove any third party case that might interfere with
testing of the device’s functionality.
4. Refer to HT211829: How to use your MagSafe Charger
with iPhone 12 models for more information about using
this accessory.
5. Follow the steps in HT201569: If your iPhone or iPod
touch won’t charge.
6. Follow the steps in HT208078: How to wirelessly charge
your iPhone.
7. Follow all steps in TP880: iPhone, iPad, iPod touch
Common Troubleshooting Procedures before performing
further troubleshooting.

Deep Dive

Check Result Action Code Commodity

Use the Visual/Mechanical Go to step 3.
Yes ${[Link]}
Inspection (VMI) Guide to identify
conditions that affect warranty
and service eligibility.

Important: Only damage

described in the green section of
1. the VMI is eligible for warranty
Go to step 2.
service. Damage described in the No ${[Link]}
yellow or red section of the VMI is
not eligible for warranty service.

Is the device in warranty and

eligible for warranty service?
Determine whether device is Go to step 3.
Yes ${[Link]}
eligible for out-of-warranty service
(yellow section of VMI) or is
Return the device to
ineligible for service (red section
the user. Due to
2. of VMI).
damage, device is
No ${[Link]}
no longer eligible
for support.
Is device eligible for out-of-
warranty service?
 Check Result Action Code Commodity
Refer to HT201559: Restart your The issue was
iPhone to restart the user’s resolved by
iPhone before performing further Yes restarting the user’s ${[Link]}
troubleshooting. iPhone.
3.
Re-test to verify if the issue has
been resolved.
Go to step 4.
No ${[Link]}

Is the issue resolved?

Service required.
Proceed with repair
creation to see
available options. If
Check MRI diagnostic results.
available, choose a
Look for wireless charging
modular repair or
failures. Yes B86 IPHONE
mail-in repair.
4.
Perform a whole
unit replacement
Was a wireless charging failure
only if there are no
detected by MRI?
other options.

Go to step 5.
No ${[Link]}
Isolate the issue: Go to step 6.
A ${[Link]}
A. Wireless charging is not
working properly on the
user’s iPhone.
5. B. User’s iPhone does not
Go to step 7.
detect MagSafe B ${[Link]}
accessories.

Which issue is relevant?

 Check Result Action Code Commodity
Use a known-good MagSafe Go to step 7.
Yes ${[Link]}
Wireless Charging accessory or a
known-good compatible wireless
charging pad (such as 923-02267
Wireless Charging Pad) that is
connected to AC power.

Place the user’s iPhone directly

on the top of the charging pad to
charge it.

Verify that the iPhone is in the

middle of the charging pad and
facing up. Service required.
Proceed with repair
Verify that the iPhone is charging creation to see
(observed lightning charging available options. If
symbol on the top right corner of available, choose a
6.
the device screen). modular repair or
No B86 IPHONE
mail-in repair.
View the battery percentage Perform a whole
indicator on the user’s iPhone. unit replacement
Continue to charge the iPhone on only if there are no
top of the charging pad for about other options.
30 seconds, and confirm that the
battery percentage level has
increased.

Refer to HT208078: How to

wirelessly charge your iPhone for
more information about wireless
charging.

Does the user’s iPhone charge

wirelessly?
The issue is related
to the user’s
MagSafe
accessory.
Test user’s iPhone with known-
good MagSafe accessory.
Return to the
Troubleshooting
Refer to HT211829: How to use Yes ${[Link]}
menu and enter the
your MagSafe Charger with
user’s MagSafe
iPhone 12 models for more
accessory serial
information about using this
number to
accessory. troubleshoot that
product.
7. Observe on the user’s iPhone
screen whether the appropriate
Service required.
animation has played when the
Proceed with repair
known-good MagSafe accessory
creation to see
is attached to the user’s phone.
available options. If
available, choose a
modular repair or
Was the appropriate animation No B86 IPHONE
mail-in repair.
observed on the user’s iPhone
Perform a whole
screen?
unit replacement
only if there are no
other options.
iPhone 12, iPhone 12 mini, iPhone 12 Pro, and iPhone 12 Pro Max Take-Apart
General Information

Before You Begin

Refer to the Visual/Mechanical Inspection (VMI) Guide to determine whether the device has accidental damage. Check
for an activated liquid contact indicator (LCI) before opening the device. Remove the SIM tray to view the externally
visible LCI.
Remove all cases and screen protectors.
Verify the user-reported symptoms and identify the necessary repair parts.
Drag the slide to power off slider to ensure that the device is turned off.

Electrostatic Discharge (ESD) Precautions

Always take proper ESD precautions when opening iPhone (OP100). Work on a properly grounded ESD-safe mat and wear
a properly connected ESD-safe wrist strap.

Required Tools

Servicing iPhone 12, iPhone 12 mini, iPhone 12 Pro, and iPhone 12 Pro Max requires the following tools:

Heated Display Removal Fixture (661-17619)

6.1-inch Repair Tray, iPhone 12 and iPhone 12 Pro (923-04908)*
6.7-inch Repair Tray, iPhone 12 Pro Max (923-04909)*
5.4-inch Repair Tray, iPhone 12 mini (923-04907)*
6.1-inch Heated Display Pocket, iPhone 12 and iPhone 12 Pro (661-17617)*
6.7-inch Heated Display Pocket, iPhone 12 Pro Max (661-17618)*
5.4-inch Heated Display Pocket, iPhone 12 mini (661-17616)*
Display Adhesive Press iPhone 12 and iPhone 12 Pro (923-04911)*
Display Adhesive Press iPhone 12 Pro Max (923-04912)*
Display Adhesive Press iPhone 12 mini (923-04910)*
Display Protective Cover, iPhone 12 and iPhone 12 Pro (923-04878)
Display Protective Cover, iPhone 12 Pro Max (923-04880)
Display Protective Cover, iPhone 12 mini (923-04876)
Back Protective Cover, iPhone 12 and iPhone 12 Pro (923-04877)
Back Protective Cover, iPhone 12 Pro Max (923-04879)
Back Protective Cover, iPhone 12 mini (923-04901)
Heat resistant gloves
Adhesive Cutter (923-01092)
ESD-safe tweezers
ESD-safe wrist strap
ESD-safe workstation
iPhone battery fixture (923-02657)
Torque driver (gray), 0.55 kgf cm (923-00738)
Torque driver (green), 0.45 kgf cm (923-00105)
Torque driver kit (923-0248) includes:
Torque driver (black), 0.35 kgf cm (923-0245)
Torx security bit (923-0247)
JCIS bit for crosshead screws (923-0246)
Microstix bit (923-01290)
Superscrew bit (923-02066)
Microfiber polishing cloth
Digital Barcode scanner (923-01232)
Black stick (922-5065)
Packing tape
SIM removal tool (922-8417) or paper clip (size #1)
Ethanol wipes or Isopropyl alcohol (IPA) wipes

* These tools are distinguished by a symbol in the corner of the tool:

iPhone 12 and iPhone 12 Pro - clover

iPhone 12 Pro Max - double diamond
iPhone 12 mini - heart

Repair Tray
Heated Display Pocket

Display Adhesive Press

Torque drivers limit the amount of force applied to a screw when you tighten it (by turning it clockwise). They don’t limit the
amount of force applied to a screw when you remove it (by turning it counterclockwise). You must tighten all screws to a
specific torque value during a repair. Use the torque driver called for in the take-apart instructions to set each screw to the
correct torque value. The correct driver is also noted in the screw diagram section of the Internal View, Parts List, Screw
Diagram for each model.

Torque driver (gray), 0.55 kgf cm (923-00738)

Torque driver (black), 0.35 kgf cm (923-0245)
Torque driver (green), 0.45 kgf cm (923-00105)
iPad, iPhone, iPod, Apple Watch Device Safety

Battery Handling

iPad, iPhone, iPod, and Apple Watch include a lithium-polymer rechargeable battery. When you use and repair this battery
under reasonable conditions and according to instructions, it should not present a health hazard. The contents of the battery
are encapsulated. But if the contents are released or damaged, they may present potential health and safety hazards. Avoid
exposure to heat and open flame. Don't puncture, deform, crush, or incinerate a battery, as a thermal runaway reaction and
excessive heating may result.

Warning: Non-Apple batteries require a specific battery discharge procedure.

Warning: If the battery is dented, punctured, swollen, or otherwise damaged, then stop the repair. Don’t remove the battery
from the device. Replace the whole unit.

Warning: Don't reuse or reinstall a loose battery or a battery that has been removed. Install a new battery. If a new battery is
unavailable, replace the whole unit.

Thermal Runaway Events with Lithium-Ion (LiO) / Lithium-Polymer Batteries

The following statements are intended as guidance only. Only properly trained and equipped personnel should respond to a
thermal runaway event.

The most effective way to prevent a lithium-ion/lithium-polymer battery thermal event is to discharge the battery before
opening the device or working on or near the battery. (A battery with a charge of less than 25 percent can't produce a
thermal event.)

If a battery begins to smoke, spark, hiss, or pop, it's most likely undergoing a thermal runaway. The most effective way to
stop the reaction is to immediately smother the battery with plenty of clean, dry sand. This will smother the reaction and limit
the amount of smoke produced.

Don't use water or an ABC or CO2 fire extinguisher on a thermal runaway battery, as they will not effectively stop the
reaction and will create a bigger mess to clean up.

Cleanup

1. Sweep up used sand, remove any debris, and return the remaining clean sand to the quick-pour container for future
use. Add more sand to the container from supplementary sand containers as needed.
2. Wipe the workstation with water. Use an ESD-mat cleaning solution on the affected area.
3. Return batteries and debris removed from the sand according to your location's recycling and scrap procedures.

Personal Protection

Always apply protective display covers when handling cracked or broken glass. Vacuum workstations thoroughly after
handling devices with broken glass. Safety glasses are recommended, but not required in all situations. Refer to the matrix
below for scenarios, safety mitigation measures, and safety glasses guidelines.

Safety Glasses
Scenario Safety Mitigation
Usage
Handling cracked display glass (Mac) Safety glasses, packing tape, protective gloves, vacuum Required
Cleaning debris with canned air Safety glasses Required
Handling cracked display or back glass Safety glasses, display or back protective covers (if available for
Optional
(iPhone, iPad, iPod) the device), packing tape, vacuum
Battery safety training and battery covers (if available for the
Battery handling Optional
device)

Other personal protection to note:

 Respiratory Protection: Not necessary under normal conditions.
Disposable Gloves: Use disposable latex or nitrile gloves when handling a leaking battery.

First Aid

The contents of an open battery or the smoke from a thermal runaway event may cause respiratory irritation.
Inhalation
Leave the area if necessary for comfort. Get fresh air and medical attention if you're feeling sick.
Ingesting a lithium-ion battery is highly unlikely as the contents are mostly solid, and any liquid (ester-based
electrolyte) that might drip out of a damaged battery is limited to a few drops. But don't touch your fingers to
Ingestion
your mouth while handling a damaged battery to avoid ingesting contents. Don't induce vomiting. Wash out your
mouth with water. Get medical attention following exposure or if you're feeling sick.
The contents of an open battery may cause skin irritation. Flush contaminated skin with plenty of water.
Skin
Remove any contaminated clothing. Continue to rinse your skin for at least 15 minutes. Get medical attention.
Contact
Wash your clothes before reuse.
The contents of an open battery may irritate your eyes. Immediately flush your eyes with plenty of water,
Eye
occasionally lifting the upper and lower eyelids. Remove any contact lenses. Continue to rinse your eyes for at
Contact
least 15 minutes. Get medical attention if irritation persists.

Disclaimer: The above information is provided for your information only. The information and recommendations set forth
above are made in good faith and are believed to be accurate as of the date of preparation. Apple Inc. makes no warranty,
either expressed or implied, with respect to this information and disclaims all liability from reliance on it.

Handling Broken Glass

iPad, iPod, and Apple Watch displays, as well as iPhone 8 and later back covers are made of glass. The glass could break if
the device is dropped on a hard surface, receives a substantial impact, or is crushed, bent, or deformed. If the glass chips or
cracks, don't attempt to remove it. Perform the following steps:

Attach a protective display cover or packing tape to the display before removal to prevent injury or scattering of glass.
Use a vacuum to remove any glass shards from the work surface and display.
Don’t let the display cover or tape go over the edge of the display.
Refer to the device’s Visual/Mechanical Inspection (VMI) Guide for warranty eligibility and service eligibility.
iPhone 12 and iPhone 12 Pro Internal View, Parts List, Screw Diagram

Internal Views
iPhone 12 Pro iPhone 12

1. TrueDepth camera assembly

2. Cameras
3. Camera Flex
4. Battery adhesive tabs
5. Battery
6. Battery adhesive tab
7. Speaker
8. Lightning connector
9. Bottom microphones
10. Taptic Engine
11. Taptic Engine cowling
12. SIM Card Reader
13. SIM Card Reader cowling
14. Touch flex connector
15. Battery flex connector
16. Display flex connector
17. Dock flex connector
18. Sensor flex connector

Parts List
 Kit Contents (order
Description Part Number Screws
screws separately)

Battery Kit 661-17920 1 battery

661-17922 iPhone 12 Pro

Camera 1 camera
661-17921 iPhone 12

923-05054 iPhone 12 Pro

Camera 923-04990 iPhone 12 Pro 923-05055 iPhone 12 Pro
10 cowlings
Cowling 923-04989 iPhone 12 923-05068 iPhone 12
923-05069 iPhone 12

661-18504 iPhone 12 Pro 1 display

Display 923-05034 Screw kit
661-18503 iPhone 12 1 screw kit

30 display adhesive
sheets
Important: Adhesive
expires after 18 months
and should be discarded.
Each box of adhesive has
a (9D) number on the top
Display 923-04894 iPhone 12 Pro
right corner of the part
Adhesive 923-04893 iPhone 12
label. The first two
numbers indicate the
year and the second two
numbers indicate the
week. The expiration date
is 18 months from the
date in the (9D) number.

923-04988
Display 923-04982
Cowling, 923-04985 10 cowlings
Upper

Display
Cowling, 923-04987 10 cowlings 923-04982
Lower

923-05064 iPhone 12 Pro, graphite

923-05065 iPhone 12 Pro, silver
923-05066 iPhone 12 Pro, gold
Security
100 screws 923-05067 iPhone 12 Pro, pacific blue
Screws
923-05080 iPhone 12, black
923-05081 iPhone 12, white

923-05070 single, black

923-05071 single, white
923-05072 single, green
923-05073 single, (PRODUCT)RED
923-05074, single, blue
SIM Tray,
923-05075 dual, black 1 SIM tray
iPhone 12
923-05076 dual, white
923-05077 dual, green
923-05078 dual, (PRODUCT)RED
923-05079 dual, blue

923-05056 single, graphite

923-05058 single, silver
923-05059 single, gold
SIM Tray, 923-05060 single, pacific blue
iPhone 12 923-05057 dual, graphite 1 SIM tray
Pro 923-05061 dual, silver
923-05062 dual, gold
923-05063 dual, pacific blue

Speaker 923-04915 1 speaker 923-05052

 SIM Card
Reader 923-04983 10 cowlings 923-04984
Cowling

Taptic 923-04980
923-04979 1 Taptic Engine
Engine 923-04981

Taptic
923-04984
Engine 923-04977 1 Taptic Engine
923-04981
Cowling

Screw Diagram

Use the black torque driver (0.35 kgf cm) for screws marked with a black outline.
Use the green torque driver (0.45 kgf cm) for screws marked with a green outline.
Use the gray torque driver (0.55 kgf cm) for screws marked with a gray outline.

iPhone 12 and iPhone 12 Pro

iPhone 12 Pro
iPhone 12
Location of Grounding Springs iPhone 12 and iPhone 12 Pro
iPhone 6 and later SIM Tray
First Steps

Turn off the device.

Tools

SIM removal tool (922-8417) or paper clip (size #1)

Steps For Removal

1. Insert the end of the SIM removal tool (922-8417) or paper clip (size #1) into the hole on the SIM tray.
2. Firmly push the tool straight in to eject the tray.

Steps For Reassembly

Note the orientation of the SIM tray and card before inserting it into the device.

Caution: Do not force the SIM tray into position. Forcing the SIM tray into position may damage the inside of the device.
iPhone 12 and iPhone 12 Pro Open
First Steps

Only Apple-certified technicians should perform this procedure.

Refer to the Visual/Mechanical Inspection (VMI) Guide to determine whether any accidental damage is present.
Remove all cases and screen protectors.
Follow electrostatic discharge (ESD) precautions.
Turn off the device.
Make sure you have completed the training and reviewed the service video SV443: iPhone 12 and iPhone 12 Pro Open
Video prior to beginning this procedure.

Warning: If the display glass is broken, put on safety glasses and cut-resistant gloves. Use a vacuum cleaner to remove any
glass shards from the workspace or the display. Affix a display protective cover or packing tape to the display before removal
to prevent injury or scattering of glass. Do not install the display cover or packing tape over the edge of the display.

When installing a Display Protective Cover (923-04878) for iPhone 12 and iPhone 12 Pro, firmly press the cover onto the
broken display to remove air bubbles and work the adhesive into the cracks in the glass. The cover should be left to settle
into place up to 12 minutes for more damaged displays before attempting to remove the display. The longer the display
protective cover is left on the display, the stronger the bond between the cover and the broken glass.

If the back glass is broken, adhere a Back Protective Cover (923-04877) for iPhone 12 and iPhone 12 Pro before attempting
a repair. If the protective cover does not adhere to the device or if there is no glass for the film to adhere to, do not attempt a
repair. Devices with this type of damage require a whole unit replacement.

Tools

1. Torque driver (black, 0.35 kgf cm) (923-0248)

2. Security bit (923-0247)
3. Micro stix bit (923-01290)
4. Black Stick
5. Heated Display Removal Fixture (661-17619)
6. 6.1-inch Heated Display Pocket for iPhone 12 and iPhone 12 Pro (661-17617)
7. Adhesive Cutter (923-01092)
8. 6.1-inch Repair Tray (923-04908) for iPhone 12 and iPhone 12 Pro
9. Ethanol wipes or Isopropyl alcohol (IPA) wipes
Heat resistant gloves (not pictured)
Steps For Removal

Caution: Never reinstall a screw after it has been removed. Install only new screws. Most iPhone screw grooves are covered
in adhesive that can’t be reused. Discard screws according to your local recycling guidelines.
Warning: You must wear heat resistant gloves to perform this procedure.

1. Use any torque driver and security bit to remove and discard two security screws, one from each side of the Lightning
connector.

2. Turn the Heated Display Removal Fixture on. You will see a check mark indicating it is ready for use.
3. Insert the iPhone into the Heated Display Pocket, bottom end first and display facing up.

Caution: Carefully insert the phone into the Heated Display Pocket to avoid scratches or other cosmetic damage to the
phone.
4. Fold the side clamp down to lock the iPhone into place.
5. Put on the heat resistant gloves and insert the Heated Display Pocket into the Heated Display Removal Fixture.
6. Slide the bottom of the tray onto the rail of the fixture. Keep sliding until you hear it the click into place.
7. The display of the Heated Display Removal Fixture will turn red indicating that the Heated Display Pocket is
warming. When the Heated Display Pocket has reached the correct temperature, a two minute timer will start.

Caution: You must wait the entire two minutes before proceeding any further. Failure to do so could result in damage
to the iPhone that could require a whole unit replacement. If you don't wait the entire two minutes the fixture will error
out and you will have to begin the procedure again.
8. When two minutes are up, the display on the Fixture will turn green. Turn the knob clockwise to lower the suction cup.
Stop the suction cup right before it touches the iPhone display. Note: The fixture will beep until the suction cup is
lowered.
9. The suction cup assembly slides in and out, allowing proper placement for different sized iPhones. Slide the suction
cup assembly so that the edge of the suction cup is on the edge of the iPhone. Do not allow the suction cup to hang off
the edge of the iPhone.

Caution: Failure to line up the suction cup properly could result in damage to the iPhone.
10. Turn the knob clockwise so that the suction cup is touching the iPhone firmly. Flip the suction cup lever to lock the
suction cup onto the iPhone display.

11. Slowly turn the knob on the adapter counterclockwise until the display begins to separate from the enclosure. If you do
not see a gap between the display and the enclosure right away, wait 30 seconds. If there is still no gap after 30
seconds turn the silver section of the knob counterclockwise.
12. Once a gap appears between the display and the enclosure insert the Adhesive Cutter between the display and the
enclosure. Run the cutter between the display and the enclosure to the left and to the right until the top of the display is
free.
13. Lift the lever up and it is recommended to use a black stick to release the suction cup.

14. Press the eject button to release the Heated Display Pocket from the Heated Display Removal Fixture.
15. With both hands, slide the Heated Display Pocket out of the Heated Display Removal Fixture.

16. Hold the iPhone in the top third and remove it from the Heated Display Pocket.
17. Remove the heat resistant gloves and place the iPhone into the repair tray. Slightly slide the display toward the bottom
and insert the Adhesive Cutter between the display and the enclosure near the top of the display. Start in the middle.
Run the cutter between the display and the enclosure until the display is free.
Note: Use the cutter at the angle shown in the image below.
Important: To avoid damaging the display flex connectors, do not tilt the display more than five degrees.
18. Place the suction cups in the repair tray.

Caution: Make sure that the display clips are released before tilting the display to avoid damage to the enclosure or
display. Do not damage the display flex connectors while lifting the display.

19. Then carefully lift the display away from the enclosure and adhere display to the suction cups by pressing on the sides
of the display. Note: Be aware the clover icon in the repair tray will be at the bottom of the tray when the tray is
positioned correctly.

Important: Do not press the back of the display to secure the display to the suction cup as it may cause damage to the
functionality of the display.
 Warning: If the battery is dented, punctured, or otherwise damaged, then stop the repair. Do not remove the battery
from the device. Reassemble and replace the whole unit. Follow iPhone safety instructions (TP328).

20. Remove and discard the two Micro stix screws from the lower display cowling. Remove the cowling and save for reuse.
21. Remove and discard the four Micro stix screws from the upper display cowling. Hold the cowling in place while
removing the upper right screw last.
22. It is recommended to use tweezers to lift the cowling up and disengage the hinge. Remove the cowling and save for
reuse.

23. Disconnect the battery connector.

24. Disconnect the two display connectors from the logic board.
25. Disconnect the sensor flex from the logic board.
26. Remove the display assembly from the enclosure.

27. Use tweezers and your fingers to pick and pull the adhesive as you move around the enclosure to remove all of the
adhesive from the enclosure.
Refer to SV443: iPhone 12 and iPhone 12 Pro Open Video for video instruction on the recommended adhesive removal
method.
 28. Clean the enclosure thoroughly with an ethanol wipe. If one is not available, use an IPA wipe. Thorough cleaning
ensures a proper seal during reassembly.

Steps For Reassembly

Perform the iPhone 12 and iPhone 12 Pro Close (RP1718) procedure.

iPhone 12 and iPhone 12 Pro Replace Display Assembly
First Steps

Only Apple-certified technicians should perform this procedure.

Refer to the Visual/Mechanical Inspection (VMI) Guide to determine whether any accidental damage is present.
Remove all cases and screen protectors from the device.
Follow electrostatic discharge (ESD) precautions.
Turn off the device.

Warning: If the display glass is broken, put on safety glasses and material handling gloves. Use a vacuum cleaner to
remove all glass shards from the workspace and display. Affix a protective display cover or packing tape to the display before
removal to prevent injury or scattering of glass. Do not install the protective display cover or tape over the edge of the
display.

When installing a Display Protective Cover (923-04878) for iPhone 12 and iPhone 12 Pro, firmly press the cover onto the
broken display to remove air bubbles and work the adhesive into the cracks in the glass. The cover should be left to settle
into place up to 12 minutes for more damaged displays before attempting to remove the display. The longer the display
protective cover is left on the display, the stronger the bond between the cover and the broken glass.

If the back glass is broken, adhere a Back Protective Cover (923-04877) for iPhone 12 and iPhone 12 Pro before attempting
a repair. If the protective cover does not adhere to the device or if there is no glass for the film to adhere to, do not attempt a
repair. Devices with this type of damage require a whole unit replacement.

Important:

Display calibration software requires a publicly released version of iOS. For iPhones running beta or SDK versions of
iOS, perform a recovery mode restore before attempting display replacement and calibration.
Check for bezel damage that would interfere with proper seating of the display assembly. If bezel damage is present,
replace the whole unit.

Tools

Bar code scanner

Steps For Removal

1. Perform the iPhone 12 and iPhone 12 Pro Open (RP1664) procedure.

Steps For Reassembly

1. Remove all packaging from the replacement display.

2. Use a replacement display and follow the reassembly steps in iPhone 12 and iPhone 12 Pro Close (RP1718).
3. For Retail: Scan the static known bad board serial number or type “OLDSERIALNUMBER” in English when prompted.

If the KBB part is a non-Apple battery, when prompted for the KBB serial number, scan the barcode below or type
“OLDSERIALNUMBER” in English. The serial number field isn't case sensitive.

For AASPs: Refer to the “Adding Display Parts to GSX” section of OP1796: Creating a Carry-In Repair for iPhone
display repairs.

4. Important: The battery, display, and camera procedures are not complete until the System Configuration in AST 2 has
been run successfully. The device must be configured with the new component through System Configuration in AST 2
(TP1818).

5. Important: Run the appropriate AST 2 diagnostic suite (TP1570). If AST 2 isn't available, perform the iPhone functional
test (TP1045).
iPhone 12 and iPhone 12 Pro Camera
First Steps

Perform the iPhone 12 and iPhone 12 Pro Open (RP1664) procedure.

Important:

Only Apple-certified technicians should perform this procedure.

Wear nitrile or lint-free gloves to prevent contamination of the camera lens.
Avoid touching the TrueDepth cameras and nearby components.
When entering the serial number for the repair transaction, for iPhone 12 use the serial number of the bottom larger
camera and for iPhone 12 Pro use the serial number on the top camera.

iPhone 12 Pro
iPhone 12

Tools

1. Black torque driver (923-0245)

2. Green torque driver (923-00105)
3. Gray torque driver (923-00738)
4. Micro stix bit (923-01290)
5. JCIS bit for crosshead screws (923-0246)
6. ESD-safe tweezers
7. Black stick (922-5065)
8. Nitrile or lint-free gloves
Steps For Removal

Caution: Never reinstall a screw after it has been removed. Install only new screws. Most iPhone screw grooves are covered
in adhesive that can’t be reused. Discard screws according to your local recycling guidelines.
Note: With the exception of the camera cowling, the procedure for removing and replacing the camera in iPhone 12 and
iPhone 12 Pro is the same. Images are of iPhone 12 Pro.

1. Use the torque driver and Micro stix bit to remove and discard four screws from the iPhone 12 Pro camera cowling and
five screws from the iPhone 12 camera cowling in the order pictured.
Important: Avoid touching the TrueDepth camera components and the grounding clips.
iPhone 12 Pro
 iPhone 12

2. Use tweezers to remove the cowling and save it for reuse.

3. Use tweezers to gently disconnect the two flex connectors. Note that one flex connectors covers the other.
 4. Gently hold the flex connectors together and lift the camera out of the enclosure.

Steps For Reassembly

Important: Put on gloves before handling the camera.

1. Keep the camera pointed down as you remove the protective lens cover from the replacement camera to avoid getting
dust on the lens.

2. Place the cameras in the enclosure.

3. Connect the two camera flex connectors to the logic board, bottom connector first.

4. Lightly press on the camera to ensure it is seated properly then use tweezers to reinstall the camera cowling.
Important: Make sure the tabs on the cowling are seated in the slots in the enclosure and the grounding spring is not
damaged. If the cowling is not seated correctly it may affect display image quality.
5. For iPhone 12 Pro use the black torque driver and Micro stix bit to install four new Micro stix screws (923-05054,
middle) and (923-05055, outer) into the camera cowling.

6. For iPhone 12 use the green torque driver and Micro stix bit to install four new Micro stix screw (923-05068) and use
the gray torque driver and JCIS bit to install one cross head screw (923-05069, top).
 7. Follow the reassembly steps in the iPhone 12 and iPhone 12 Pro Close (RP1718) procedure.

8. Important: The battery, display, and camera procedures are not complete until the System Configuration in AST 2 has
been run successfully. The device must be configured with the new component through System Configuration in AST 2
(TP1818).

9. Important: Run the appropriate AST 2 diagnostic suite (TP1570). If AST 2 isn't available, perform the iPhone functional
test (TP1045).

If the KBB part is a non-Apple battery, when prompted for the KBB serial number, scan the barcode below or type
“OLDSERIALNUMBER” in English. The serial number field isn't case sensitive.
iPhone 12 and iPhone 12 Pro Speaker
First Steps
Perform the iPhone 12 and iPhone 12 Pro Open (RP1664) procedure.

Important:

Only Apple-certified technicians should perform this procedure.

Tools

1. Torque driver (green) (923-00105)

2. JCIS bit for crosshead screws (923-0246)
3. ESD-safe tweezers
4. Black stick (922-5065)
Steps For Removal

Caution: Never reinstall a screw after it has been removed. Install only new screws. Most iPhone screw grooves are covered
in adhesive that can’t be reused. Discard screws according to your local recycling guidelines.

1. Use the torque driver and the JCIS bit to remove four crosshead screws.

2. Use a black stick or your fingers to lift the speaker out of the enclosure.

Steps For Reassembly

1. Check the enclosure to verify the rubber gasket is still in place.

2. If the rubber gasket is out of place or has come out, it is recommended to use tweezers to replace it or realign it.

3. Tilt the speaker slightly and place it into the enclosure. Caution: Be careful not to damage the grounding springs on the
speaker.
4. Use a green torque driver and JCIS bit to install four new crosshead screws (923-05052).

5. Follow the reassembly steps in the iPhone 12 and iPhone 12 Pro Close (RP1718) procedure.

6. Important: Run the appropriate AST 2 diagnostic suite (TP1570). If AST 2 isn't available, perform the iPhone functional
test (TP1045).
iPhone 12 and iPhone 12 Pro Taptic Engine
First Steps

Perform the iPhone 12 and iPhone 12 Pro Open (RP1664) procedure.

Remove the speaker (RP1667).

Important: Only Apple-certified technicians should perform this procedure.

Tools

1. Torque driver (green) (923-00105)

2. Torque driver (gray) (923-00738)
3. Torque driver (black) (923-0245)
4. Micro stix bit (923-01290)
5. Superscrew bit (923-02066)
 6. ESD-safe tweezers
7. Black stick (922-5065)

Steps For Removal

Caution: Never reinstall a screw after it has been removed. Install only new screws. Most iPhone screw grooves are covered
in adhesive that can’t be reused. Discard screws according to your local recycling guidelines.

1. Remove the SIM tray.

2. Use a torque driver and Micro stix bit to remove and discard two screws from the SIM Card Reader cowling.
3. Use a torque driver and Micro stix bit to remove and discard two screws from the Taptic Engine cowling.

4. Use tweezers to disconnect the SIM Card Reader flex connector.

5. Use a torque driver and a Micro stix bit to remove and discard one screw from the upper corner of the SIM Card
Reader and use a Superscrew bit to remove and discard one Superscrew from the lower left corner of the SIM Card
Reader.

6. Remove the SIM Card Reader.

7. Use a torque driver and a Superscrew bit to remove and discard two Superscrews from the corners of the Taptic
Engine and use a JCIS bit to remove and discard one crosshead screw from the middle position.

8. Use tweezers to disconnect the Taptic Engine flex connector.

 9. Remove the Taptic Engine.

Steps For Reassembly

1. Position the Taptic Engine (923-04979) in the enclosure.

2. Connect the Taptic Engine flex connector.

3. Use the green torque driver and JCIS bit to install one new crosshead screw (923-04981). Use the gray torque driver
 and the Superscrew bit to install two new Superscrews (923-04980).

4. Reinstall the SIM Card Reader.

5. Use the black torque driver and Micro stix bit to install a new screw (923-04982) in the upper left corner of the SIM Card
Reader. Use the gray torque driver and Superscrew bit to install a new screw (923-04980) in the lower right corner of
the SIM Card Reader. Connect the SIM Card Reader flex connector.
6. Verify the grounding spring on the Taptic Engine Cowling is not damaged.

7. Use a black torque driver and the Micro stix bit to install four new screws (923-04978) in the SIM Card Reader cowling
and the Taptic Engine Cowling.

8. Reinstall the speaker.

 9. Follow the reassembly steps in the iPhone 12 and iPhone 12 Pro Close (RP1718) procedure.

10. Reinstall the SIM tray.

11. Important: Run the appropriate AST 2 diagnostic suite (TP1570). If AST 2 isn't available, perform the iPhone functional
test (TP1045).
iPhone 12 and iPhone 12 Pro Battery
First Steps

Important: Only Apple-certified technicians should perform this procedure.

Select locations only: This procedure is only for locations with Carry-In Repair enabled for select model iPhone display and
battery repairs.

Warning:

Review iPhone Safety (TP328).

Perform the iPhone 12 and iPhone 12 Pro Open (RP1664) procedure.
If the device contains a non-Apple battery, first refer to Battery Discharge Procedure (TP1729).
If the battery is dented, punctured, or otherwise damaged, then stop the repair. Do not remove the battery from
the device. Reassemble and replace the whole unit. Refer to iPhone Safety (TP328).
Do not reuse or reinstall a loose battery or a battery that has been removed. Replace it with a new battery. If a
new battery is unavailable, replace the whole unit.

Remove the speaker (RP1667).

Location of battery adhesive
Tools

1. ESD-safe tweezers
2. Black stick (922-5065)
3. Gray torque driver (923-00738)
 4. Super screw bit (923-02066)
5. Isopropyl alcohol (IPA) wipes
6. Repair tray (923-04908)
7. iPhone Battery Fixture (923-02657)
8. Nitrile or lint-free gloves

Steps For Removal

Caution: Never reinstall a screw after it has been removed. Install only new screws. Most iPhone screw grooves are covered
in adhesive that can’t be reused. Discard screws according to your local recycling guidelines.

1. Remove and discard one Superscrew from the upper right corner of the Taptic Engine.
2. Locate the four battery adhesive tabs.
3. Start with the bottom right tab, and use tweezers to gently lift the battery adhesive tabs from the battery.
4. Hold down the battery with one hand and use the ESD-safe tweezers to grasp the battery adhesive tab.

Use the tweezers to peel the battery adhesive away from the battery.

5. Grip the adhesive tab with the tweezers and separate the battery tab completely from the battery before starting to roll
the adhesive.
6. Keep the tweezers close and parallel to the battery and twist until you see white adhesive on the tweezers.
Important: Make sure the white adhesive is wrapped around the tweezer before beginning to pull.

7. Extend the tweezers and stretch the adhesive outward. Continue to twirl and pull until the adhesive releases.
Important: Avoid pulling the adhesive strips against components or screws.

Note: If a battery adhesive strip breaks, then use ESD-safe tweezers to try to retrieve it. If the battery adhesive strip
cannot be retrieved, then attempt to remove the remaining ones.
8. Repeat the same twist and pull movements on the lower left adhesive tab. Important: Pull the lower left tab at an angle
to avoid catching the strip on any components. Continue until adhesive releases.
Note: If a battery adhesive strip breaks, then use ESD-safe tweezers to try to retrieve it. If the battery adhesive strip
cannot be retrieved, then attempt to remove the remaining ones.

9. Put on nitrile or lint-free gloves and repeat the process with the top battery tabs. Gently peel the battery adhesive tabs
 from the battery. Once they are peeled up, use ESD-safe tweezers to carefully wrap the adhesive around the tip of the
tweezers.
Important: Avoid touching the components of the TrueDepth cameras.

10. Keep the tweezers in the channel while you twirl the adhesive in place until you reach the end of the adhesive strip.
 Warning: Don't use tools to pry up the battery. If adhesive strips break and can't be retrieved, replace the whole unit.

11. Remove the battery from the enclosure.

Steps For Reassembly

1. Reinstall the speaker (RP1667).

2. Use a gray torque driver and a Superscrew bit to install a new Superscrew (923-04980) into the upper right corner of
the Taptic Engine.

3. Use IPA wipes on the area marked in blue in the image below to remove any remaining adhesive from the enclosure
underneath the battery.
Important: Avoid the wireless charging unit outlined in the red as IPA wipes may damage the Mylar.

Caution: Check that no screws have become attached to the circle marked in red before replacing the battery.

4. Peel the pink release liner from the battery to expose the adhesive that will attach to the enclosure. Do not remove the
 protective cover.

5. Position the battery in the enclosure without adhering it to the enclosure. Align the battery cap to the top of the Speaker
first (1) and then to the logic board (2). Then lower the battery into the enclosure.

6. Place the iPhone in the repair tray into the battery fixture. Align the left slot on the repair tray with the pin on the fixture.
7. Lower the red lever to move the pressure roller into place above the battery.

8. Slide the repair tray back and forth through the battery fixture three times to adhere the battery to the enclosure.
 9. Raise the red lever.

10. Move the repair tray to the next slot.

11. Lower the red lever.

12. Slide the repair tray back and forth through the battery fixture three times to adhere the battery to the enclosure.
13. Raise the red lever and remove the repair tray from the fixture.

14. Pull the release tabs on the protective cover to remove it from the battery. Hold the edges of the battery cover when
pulling the tabs. Do not apply pressure over the tab that you are releasing.
Important: Before you remove the battery cap, be sure you have performed steps 6 through 13.
 15. Perform the iPhone 12 and iPhone 12 Pro Close (RP1718) procedure.

16. Gently shake the iPhone and listen for a battery rattling sound. If the battery is moving, then open (RP1664) the
iPhone and replace the battery with a new battery.
Important: Before you remove the battery cap, be sure you have performed steps 6 through 13.

17. Important: The battery, display, and camera procedures are not complete until the System Configuration in AST 2 has
been run successfully. The device must be configured with the new component through System Configuration in AST 2
(TP1818).

18. Important: Run the appropriate AST 2 diagnostic suite (TP1570). If AST 2 isn't available, perform the iPhone functional
test (TP1045).

If the KBB part is a non-Apple battery, when prompted for the KBB serial number, scan the barcode below or type
“OLDSERIALNUMBER” in English. The serial number field isn't case sensitive.
iPhone 12 and iPhone 12 Pro Close
First Steps

Only Apple-certified technicians should perform this procedure.

Refer to the Visual/Mechanical Inspection (VMI) Guide to determine whether any accidental damage is present.
Follow electrostatic discharge (ESD) precautions.

Tools

1. Black torque driver (923-0248)

2. Gray torque driver (923-00738)
3. Security bit (923-0247)
4. Micro stix bit (923-01290)
5. Display Adhesive Press Plate for iPhone 12 and iPhone 12 Pro (923-04911)
6. Black stick (922-5065)
7. 6.1-inch Repair Tray (923-03570) for iPhone 12 and iPhone 12 Pro
8. Display Press (661-08916)

Steps For Removal

Perform the iPhone 12 and iPhone 12 Pro Open (RP1664) procedure.

Steps For Reassembly

Caution: Never reinstall a screw after it has been removed. Install only new screws. Most iPhone screw grooves are covered
in adhesive that can’t be reused. Discard screws according to your local recycling guidelines.

Important: Before reinstalling or replacing the display, do a visual inspection of the iPhone and the display.

Inspect the display clips for damage before reassembly. Verify that the clips are not bent or damaged. If they clips are
damaged, a display replacement is required.
 Verify that the TrueDepth camera is correctly in position with the top edge fitted under the lip of the enclosure. If the
TrueDepth camera Is out of position, the Face ID feature on the iPhone may not work when the display is reassembled.

Correct Alignment Incorrect Alignment Incorrect Alignment

If the TrueDepth camera is out of place, move it away from the grounding clip with a black stick and carefully insert the
tab into place to seat the camera.

Important: Make sure that all adhesive is removed from the display and enclosure before applying new adhesive.

1. With the tab on the bottom right side, align the correct display adhesive with the enclosure (923-04894 for iPhone 12
Pro, 923-04893 for iPhone 12).
2. Starting at the bottom edge of the enclosure, slowly remove the bottom release liner while pressing the upper adhesive
onto the enclosure.
Important: Do not remove the top release liners.
3. Place the Display Adhesive Press Plate on top of the iPhone with the icon in the top right corner.
4. Place the iPhone and repair tray in the Display Press.
5. Lower the handle and press the iPhone until the beep (30 seconds). Caution: The press plate must be engaged in the
Display Press for the full 30 seconds otherwise the adhesive will not bond correctly to the enclosure and the display will
not align and adhere properly.
6. Remove the repair tray from the Display Press and remove the Display Adhesive Press Plate.

7. Remove the release liner starting at the center section of the top release liner, followed by the three sections running
along the top, right, and bottom edges.
Important: Do not remove the remaining release liners located on the edge of the enclosure.
8. Connect the flex connectors and then secure the display to the suction cups. Important: Do not press the back of the
display to secure the display to the suction cup. Pressing the back of the display may affect functionality.
9. Use the black torque driver to install five new Micro stix screws 923-04982 (positions 1, 2, 4, 5, 6) and 923-04988
(position 3) into the display cowlings in the order shown below.
10. Peel the release liner in the order shown below.
Important: Avoid touching the components of the TrueDepth cameras and nearby components.
11. Inspect the display adhesive to make sure it is in the correct position and not damaged or wrinkled. If the adhesive is
damaged remove the adhesive and reapply.

12. Perform the TrueDepth camera alignment check again.

13. Release the suction cups from the display. Tip the display to the left.

Warning: If the battery is dented, punctured, or otherwise damaged, then stop the repair. Do not remove the battery
from the device. Reassemble and replace the whole unit. Follow iPhone safety instructions (TP328).
13.

14. Remove the suction cups. Check the display flex is not pinched, then press all corners of the display simultaneously,
then press along the edges of the display until you hear a click and the display is flush with the enclosure.
 Important: Ensure the display flexes are not trapped between the display and enclosure. Check the edges of the
device to make sure they are not raised. Feel the edge of the display for variations. If the display is not flush, then
remove the display, check the flexes for damage, and repeat reassembly steps.

15. Place the repair tray with the iPhone into the Display Press and pull the lever down until the press locks.
Important: Use the Display Press to ensure a proper seal. Display calibration may fail if you do not complete this step.
16. Wait until the press timer beeps, then hold the lever down slightly (1), pull the release knob (2), and lift the lever up (3).
Important: Use the Display Press to ensure a proper seal. Display calibration may fail if you do not complete this step.
17. Remove the device from the Display Press.

18. While the iPhone is still in the repair tray, lightly press down on the display while using the gray torque driver and
security bit to install two new security screws, one on each side of the Lightning connector. If the screws do not sit
flush, then remove and discard the screws, and replace with new screws. If the new screws still do not sit flush, then
remove and reinstall the display.
 923-05064 iPhone 12 Pro Graphite
923-05065 iPhone 12 Pro Silver
923-05066 iPhone 12 Pro Gold
923-05067 iPhone 12 Pro Pacific Blue
923-05080 iPhone 12 Black
923-05081 iPhone 12 White
19. Important: The battery, display, and camera procedures are not complete until the System Configuration in AST 2 has
been run successfully. The device must be configured with the new component through System Configuration in AST 2
(TP1818).

20. Important: Run the appropriate AST 2 diagnostic suite (TP1570). If AST 2 isn't available, perform the iPhone functional
test (TP1045).
System Configuration for iOS

Select locations only: This procedure is only for locations with Carry-In Repair enabled for select model iPhone display,
camera, and battery repairs.

For some models of iPhone, the repair is not complete until the System Configuration has been run successfully. See the
chart below for when System Configuration is required.

Important: If you are servicing iPhone XS, iPhone XS Max, iPhone XR, iPhone SE (2nd generation), before beginning the
System Configuration process, verify the iPhone is running iOS 13.4 and later.

Post Repair

1. After a battery, camera, or display replacement, the device must be configured with through System Configuration in AST
2. Follow these steps.

Be sure the part number of the component has been entered correctly and saved in your repair system.
Create a diagnostic session in AST 2 using the iPhone serial number.
The diagnostic suites list will populate and “System Configuration” will be grayed out. To make System Configuration
available, start up the iPhone in Diagnostics Mode.
Select “System Configuration” from the list when it becomes available. System Configuration will run and configure the
device with the new component.
After System Configuration completes successfully:
Devices running iOS 14.0 or later will automatically restart into Diagnostics Mode for running post-repair
diagnostics.
Devices running earlier iOS versions will shut down. To run post-repair diagnostics, start up the device into
Diagnostics Mode.

Important:

System Configuration will not run with beta versions of iOS. To perform System Configuration the iPhone must be
restored to the current shipping software. For more information refer to Restore Shipping Software.
If System Configuration remains grayed out and does not become available in the diagnostics list, check that the
battery part number was added correctly, saved in your repair system, and the iPhone was started in Diagnostics
Mode.
If System Configuration is not performed, an “Important Battery Message” or "Important Display Message" will pop up
on the display. If that happens, turn off the iPhone and perform the System Configuration at that time. When the iPhone
is then turned back on, the message will pop up again but should go away within 15–20 seconds.

2. Turn the device on and start up into Diagnostics Mode if needed.

3. Run the appropriate AST 2 diagnostic suite (TP1570). If AST 2 isn’t available, perform the iPhone functional test
(TP1045).

4. If the KBB part is a non-Apple component, when prompted for the KBB serial number, scan the barcode below or type
“OLDSERIALNUMBER” in English. The serial number field is not case sensitive.

When System Configuration is Required

 Device Battery Display Camera
iPhone XR •
iPhone XS •
iPhone XS Max •
iPhone 11 •
iPhone 11 Pro •
iPhone 11 Pro Max •
iPhone SE (2nd generation) •
iPhone 12 • • •
iPhone 12 mini • • •
iPhone 12 Pro • • •
iPhone 12 Pro Max • • •
LiDAR Scanner Calibration for iPhone

LiDAR scanner calibration is required after all rear camera repairs for iPhones equipped with a LiDAR scanner. Calibration
ensures the rear cameras and LiDAR scanner are correctly aligned for optimal performance.

The calibration procedure is performed while running the System Configuration suite (TP1818) after completing a rear
camera repair.

Supported devices:

iPhone 12 Pro
iPhone 12 Pro Max

First Steps:

Prepare the environment to be scanned.

Make sure the environment is well-lit. Be sure to turn on overhead lights in the room and workstation lighting. Good
lighting will make for a more efficient scan and will minimize errors due to poor visibility.
Use a location that will provide a variety of depth for the scan. It is best to have larger objects such as a wall,
stools/chairs, and repair benches at varying distances from the device.
Medium objects such as computers, display presses, or boxes can also be used in the scene to add complexity.
Small items such as repair tools and power adapters or flat items such as paper or portable devices don't offer
sufficient size to assist in calibration, however they won't negatively affect the scan.
Avoid heavy traffic locations. People can be scanned if they are still, but will adversely affect the scan if moving quickly.
For example, a coworker performing a repair at a nearby repair station, speaking on a phone, or working on a computer
is ok for the scan.

Before you scan:

Wipe down the back lens of the cameras and the LiDAR sensor with a clean microfiber cloth to remove any dust or
fingerprints.
Verify the device has sufficient charge because the calibration procedure takes approximately five minutes.

Procedure:

Be sure the part number of the rear camera has been entered correctly and saved in your repair system.

1. Enter the device's serial number to start a diagnostic session.

2. The diagnostic suites list will populate and System Configuration will be grayed out. To make System Configuration
available, start up the iPhone in Diagnostics Mode.
3. Select System Configuration from the list when it becomes available.
4. Calibration instructions will appear in the Diagnostic Console. Read the instructions and then press Continue.
5. Select a language and begin the scanning process.

6. Sit in a chair or stand facing the workstation, about one to two arm lengths from the edge of the bench.

7. Hold the phone in portrait orientation just below eye level. Point the rear camera straight ahead.

8. Rest your elbows against your body to stabilize the phone.

9. Once video from the rear camera appears on the display, slowly turn to your left and right, covering about a 90 degree
field of view. If you are sitting in a chair, swivel left and right to get the proper motion and distance. A full arc from left to right
and back again should take four to six seconds. As you move, very slowly tilt the phone up and down a little to include
objects in the room and increase the variation of depth.
10. Continue to scan back and forth throughout the nine scanning phases. The display on the iPhone will show progress
throughout the calibration procedure. At the end of each phase, the display will show "Calibrating…" for a few seconds and
then return to the video scene for the next scan. You can continue scanning while the display shows "Calibrating…"
Note: The iPhone display will show warnings if the environment being scanned does not have enough objects with varying
depths, the phone is too close to an object, or if the phone is moved too quickly during the scan. If you receive a warning, go
back to First Steps at the top of this article and set up the environment again.
11. Once all nine scanning phases are complete, the suite will end and results are presented in the Diagnostic Console.
Troubleshooting

Below are the possible error messages you might see if the calibration does not complete successfully.

Message Solution
An error occurred
Try performing the calibration again. If the
when attempting to
issue persists, replace whole unit.
calibrate.
The calibration was
unable to complete
Perform the calibration again.
because it was
canceled.
Be sure to follow the calibration instructions
and try performing the calibration again. For
Unable to calibrate.
more information refer to System
Configuration in AST 2 (TP1818).
Unable to detect Perform the calibration again. For more
scannable items within information refer to System Configuration in
the allotted time. AST 2 (TP1818).
Completing an iPhone Repair

Test Functionality

Test the device according to the procedures outlined in TP1045: Functional Test. Test the affected functions to attempt to
repeat the original issues reported by the user.

Make sure the device is 100 percent operational before returning it to the user.

Verify Cellular Account

Make sure that the user’s SIM card is installed and ask the user to verify that their phone number is correct in Settings >
Phone.

Clean Device

Clean the device with a microfiber polishing cloth. Caution: Do not use chemicals or liquids.

Handle Defective Parts

Return all defective modules to Apple. Reuse the packaging that contained the replacement parts.
iPhone Functional Test

The iPhone functional test determines the functional state of an iOS device before and after a repair. Before a repair, use the
iPhone functional test to determine if additional service is needed. After a repair, for devices running 10.3 or later, use
Diagnostics Mode (TP1570) to run the AST 2 Post-Repair Diagnostic to verify the device's functionality. Devices running iOS
10.2.1 or earlier should continue to use the functional tests listed in this article. Note: Some feature-specific tests may not
apply to the device under test.

Attempt to repeat the original issue or issues reported by the user and verify that no new issues are present after opening the
device. If the user is reporting battery issues, use AST 2 to test the battery. Confirm that the device is fully operational before
returning it to the user. Use AST 2 diagnostics (TP1279) to assist in testing for reported issues.

Test the following components:

1. Charging
2. Wireless Charging
3. MagSafe - iPhone 12, iPhone 12 mini, iPhone 12 Pro, iPhone 12 Pro Max
4. Cellular and Wi-Fi Connectivity, Video Playback, and Speaker Sound Quality
5. Bluetooth
6. Headset and Proximity Sensor
7. Bottom Mic, Speaker, and Receiver Sound Quality
8. Cameras, Rear Mic, and Front Mic
9. LiDAR Camera
10. Multi-Touch and Accelerometer
11. Buttons, Switches, and Vibe
12. Ambient Light Sensor
13. Location Services
14. Touch ID - For iPhones with a Home button
15. Test 3D Touch and Taptic Engine - iPhone 6s and later, except iPhone SE, XR, 11, 11 Pro, 11 Pro Max
16. Test Haptic Touch - iPhone SE, XR, 11, 11 Pro, 11 Pro Max and iPhone 12, iPhone 12 mini, iPhone 12 Pro, iPhone 12
Pro Max
17. Taptic Engine - iPhone XR, 11, 11 Pro, 11 Pro Max, SE (2nd generation), iPhone 12, iPhone 12 mini, iPhone 12 Pro,
iPhone 12 Pro Max
18. True Tone Display - iPhone 8 and later
19. Face ID - iPhone X and later, except iPhone SE (2nd generation)

1. Test Charging

a. Plug the USB charging cable into a USB power adapter, then plug the adapter into the wall.

b. Connect the Lightning to USB Cable to the device. Verify that either a lightning bolt appears beside the battery
icon in the status bar or a large battery icon appears on the lock screen.

2. Test Wireless Charging

a. Run the Mobile Resource Inspector (MRI) diagnostic suite in AST 2 to test for the presence of wireless
charging hardware.

b. Connect the wireless charger to power. Use the power adapter that came with the accessory or a power
adapter recommended by the manufacturer.

c. Place the charger on a level surface or other location recommended by the manufacturer.

d. Place the device on the charger with the display facing up. For best performance, place the device in the center
of the charger or in the location recommended by the charger manufacturer.

e. Verify that either a lightning bolt appears beside the battery icon in the status bar or a large battery icon
appears on the lock screen.

f. Charge the device for at least 15 seconds to ensure continuous charging.

3. Test MagSafe for iPhone 12, iPhone 12 mini, iPhone 12 Pro, iPhone 12 Pro Max
 a. Place the device on a MagSafe wireless charging accessory. Make sure the phone is placed properly on the
pad, in the middle of the pad with maximum contact between the phone and the pad.

b. Confirm on the device that charging is taking place.

c. Leave the device on the charging pad for about 15 seconds and check that the battery percentage has gone
up.

d. Attach a MagSafe case or wallet accessory to the device and observe whether the animation for the MagSafe
accessory is shown on the screen and properly identifies the accessory that is attached.

4. Test Cellular and Wi-Fi Connectivity, Video Playback, and Speaker Sound Quality

a. Run the Mobile Resource Inspector (MRI) diagnostic suite in AST 2 to test for the presence of Wi-Fi hardware.

b. Check that the user's SIM card is installed. Ask the user to verify that their phone number is correct in Settings
> Phone.

c. Call an approved toll-free number to test phone call cellular connectivity and sound quality.

d. Go to Settings > Wi-Fi and connect to a known-good 2.4GHz Wi-Fi network.

e. Play video from [Link] and verify that the video and audio play correctly. This will test the video playback
and the speaker. For iPhone 7 and later, hold the device in landscape orientation. Go to Settings > General >
Accessibility and adjust balance to the left, and then to the right. Be sure that Mono Audio is turned off. Replay
the video to test the left and right speakers in isolation.

f. Repeat steps d and e while connected to a 5GHz network, if available.

5. Test Bluetooth

a. Run the MRI diagnostic suite in AST 2 to test for the presence of Bluetooth hardware.

b. Make a known-good Bluetooth device available locally. Check that the Bluetooth device is on and discoverable.

c. On the customer's device, go to Settings > Bluetooth.

d. Verify that Bluetooth is on. The device will search for nearby Bluetooth devices.
 e. Pair the user's device with the Bluetooth device.

f. To unpair the device, tap the blue circle to the right of the device's name and then tap "Forget this Device."

6. Test Headset and Proximity Sensor

a. Open the Voice Memos app.

b. Tap the red circle to start recording.

c. Connect EarPods to the device.

d. Blow into the headset microphone to verify functionality.

e. Tap the red stop button to end the recording.

f. Tap the play button.

g. Listen to the playback through the EarPods, and adjust the volume using the headset remote control.

h. Make a test phone call with a known-good SIM and with full cellular signal strength for at least one minute.

During the call, verify the sound quality of the EarPods and headset microphone.
During the call, place your hand over the top front of the device to cover the proximity sensor. The screen
should go black.
Remove your hand to uncover the proximity sensor. The call screen should reappear.
7. Test Bottom Mic, Speaker, and Receiver Sound Quality

a. Open the Voice Memos app.

b. Record a short voice memo by tapping the red circle.

c. When finished recording test audio, tap the red stop button.

d. Tap the play button.

f. Make a test phone call with a known-good SIM and with full cellular signal strength for at least one minute.
During the call, verify the sound quality of the receiver, speaker, and microphone.

8. Test Cameras, Rear Mic, and Front Mic

a. Run the MRI diagnostic suite in AST 2 to test for the presence of front and rear cameras.

b. Remove any protective case that may interfere with the camera lens or flash.

c. Download the iPhone Camera Test Image (PDF) and print out a color copy on unlaminated white paper. Do not
modify, alter, or laminate the copy.

d. Open the Camera app. Aim the back of the device at a clean sheet of blank white paper.

e. Slowly move the device to inspect the preview image for anomalies, such as circles and dust spots.
f. Record video with the camera. Test the camera and rear mic by checking the recording for video and audio
quality.

g. Take photos and check focusing with the camera.

Start in landscape orientation and hold the device eight inches (~20 cm) from the test image.
iPhone 6 or later: The test image should quickly come into focus.
Other models: Once steady, the yellow focus square should appear briefly and the test image should be in
focus.

Keep the device in landscape orientation and hold the device three feet (~1 m) from the test image.
iPhone 6 or later: The test image should quickly come into focus.
Other models: Once the device is steady, the yellow focus square should appear shortly, with the test
image eventually brought into focus.

Rotate the device to portrait orientation and hold the device three feet (~1 m) from the test image.
iPhone 6 or later: In a well-lit room, the test image should stay in focus as you rotate. If the room is not well
lit, the yellow focus square may appear. The image should not jump around or be severely out of focus
during rotation.
Other models: Once the device is steady, even though the test image is already in focus, the yellow focus
square may still appear in the preview indicating that the camera is trying to refocus. This is normal. Once
the focus is complete, the test image should still be in focus.

Keep the device in portrait orientation and hold the device eight inches (~20 cm) from the test image.
iPhone 6 or later: The test image should quickly come into focus.
Other models: Once the device is steady, the yellow focus square should appear shortly, with the test
image eventually coming into focus.

Verify that the primary colors are representative of the printed test image and that there are no dark spots
near the edges of the photo.

h. Change the focus area and set the exposure: The yellow square on the screen shows the area where the
camera is focusing the shot. Tap the screen to focus on the circle of the test image.

i. Turn on the flash.

If possible, take the photo in a dim or darkened area to show where the flash is lighting.
Check that the flash is lighting the circle in the test image and that the flash is not shifted to one side.

j. Pinch the screen, then drag the slider at the bottom of the screen to zoom in or out.

k. Touch the icon to select the FaceTime or TrueDepth camera. Repeat steps d through i (above) to test the
 FaceTime or TrueDepth camera, front mic, and the Retina Flash. Note: The FaceTime or TrueDepth camera
does not zoom, and only has a flash on iPhone 6s and later. The Retina Flash is only available in photo, portrait,
and square modes. It may be easier to hold the printed test image in front of the iPhone to test the FaceTime
camera.

Additional Testing for iPhone 5c and later:

Use the camera slow-motion mode to record short videos of the printed test image and verify video quality.

a. Switch the camera to slow-motion mode and keep the device in either landscape or portrait orientation.

b. Set to 1x zoom, hold the device eight inches (~20 cm) from the test image, tap to focus, and record a short
video. Pinch the screen to zoom in and out.

c. Stay in 1x zoom, hold the device three feet (~1 m) from the test image, tap to focus, and record a short video.
Pinch the screen to zoom in and out.

d. Tap 1x to switch to 2x zoom, hold the device three feet (~1 m) from the test image, tap to focus, and record a
short video. Pinch the screen to zoom in and out.

e. Stay in 2x zoom, hold the device 20 inches (~50 cm) from the test image, tap to focus, and record a short
video. Pinch the screen to zoom in and out.

Adjust Rear Camera

The rear camera for iPhone 4, 4s, and 5 can become misaligned when removing and reinstalling the back cover (iPhone 4
and 4s) or the display assembly (iPhone 5). Adjustment can be made by gently pushing the camera module in the direction
needed for proper alignment.

Important: Do not touch the lens of the camera with bare fingers. Only touch the surrounding area or use gloves to ensure
debris or fingerprints are not transferred to the camera lens.

Clean Rear Camera

Check the rear camera lens for scratches that could affect image quality. Use a clean microfiber polishing cloth to remove
smudges from the rear camera lens.

9. Test LiDAR camera

a. Connect the device to Apple WiFi.

b. Run AST2 LiDAR camera diagnostics tests: Go to [Link] on your laptop Enter the system
serial number when prompted and follow the directions on screen to complete the AST2 LiDAR diagnostics.

10. Test Multi-Touch and Accelerometer

a. Run the following AST 2 diagnostic suites: use Multi-Touch to test for Multi-Touch response issues; use
Unexpected Touch to test for overly sensitive touch response issues; use MRI to test for the presence of Multi-
Touch and Accelerometer hardware.

b. Open the Calculator app to test all but the top section of the screen. Hold the device in a vertical plane
(upright), not horizontal (flat). Tap each button on the calculator to verify activity.
 c. Rotate the device 90 degrees to the left to launch the scientific calculator. Tap each of the buttons. Rotate the
device 180 degrees to the right and tap each of the buttons.

11. Test Buttons, Switches, and Vibe

a. Run each of the button and switch diagnostic suites in AST 2. Each suite tests the functionality of a specific
button or switch.

b. Test the Home button using the following steps, depending on model:

iPhone 6s, 6s Plus, SE (1st generation), and earlier

Test clicks and double-clicks on the Home button.

Press and hold the Home button for Voice Control or Siri.
With the display off, press the center of the Home button and verify that the display turns on.
Use the pointed end of a black stick to repeat the same test for the top, bottom, left, and right edges of the
Home button (as shown by the numbers in the image below). The display should turn on when pressing any
of these five locations.

If no functional issues are found after testing the button with a black stick, use your finger or thumb to test
for button stiffness, looseness, or mechanical symptoms.

iPhone 7, 7 Plus, 8, 8 Plus, and iPhone SE (2nd generation)

Test single-clicks and double-clicks on the Home button.

 Press and hold the Home button for Voice Control or Siri.
With the display off, press the center of the Home button and verify that the display turns on.
When pressing the Home button, verify that the haptic feedback simulates a physical button press.
If the Home button does not respond in the above steps, test Touch ID functionality in Section 10 of this
article.

c. Use your finger to repeatedly press the volume buttons and verify that the sound level indicator on the display
is changing.

d. Use your finger to toggle the Ring/Silent switch back and forth and look for a bell icon on the screen.

e. Press the Ring/Silent switch and verify that the bell icon does not appear on the screen. Note: Do not toggle
the switch.

f. Test the vibrate function.

1. Go to Settings > Sounds & Haptics > Ringtone > Vibration.

2. Choose S.O.S.
3. Verify that the phone vibrates in the correct pattern.

g. Locate the Sleep/Wake or side button on the device, near the top right corner or right edge. (All iPhone
models)

Use the pointed end of a black stick to press the left side of the button (1) once, to put the device into sleep
mode (the display will turn off).
Use the pointed end of a black stick to press the center of the button (2) once, to wake the device.
Use the pointed end of a black stick to press the right side of the button (3) once, to put the device into
sleep mode (the display will turn off).
Use your finger to press the button again to wake the device.
Use your finger to press and hold down the button until "slide to power off" appears on the screen.

h. If no functional issues are found after testing buttons with a black stick, use your finger or thumb to test for
button stiffness, looseness, or mechanical symptoms.

12. Test Ambient Light Sensor

The ambient light sensor automatically adjusts the display brightness to an appropriate level for the current ambient light
conditions. The ambient light sensor brightens the display when using the device in a bright light environment, and dims the
display in low light.

a. Run the MRI diagnostic suite in AST 2 to test for the presence of ambient light sensor hardware.

b. Toggle Auto-Brightness off and then on in Settings > General > Accessibility > Display Accommodations.

c. Press the Sleep/Wake button or side button to put the device into sleep mode.

d. In a bright light environment, cover the top third of the front of the device to block the light (the base of your
hand works well). The ambient light sensor is located near the receiver.

e. Press the Sleep/Wake or side button to wake the device. While the ambient light sensor is covered, the display
should be dim.

f. Uncover the top of the device. After a few seconds, the display should return to its normal brightness.

13. Test Location Services

Location services depend on data service availability. Data services are subject to change and may not be available in all
areas. This may result in unavailable, inaccurate, or incomplete maps, directions, or location-based information. Maps uses
Wi-Fi hotspots to determine the most accurate location. Refer to HT203033: About privacy and Location Services in iOS 8
and later for more information.

a. Run the MRI diagnostic suite in AST 2 to test for the presence of gyroscope and compass hardware.

b. Go to Settings > Privacy > Location Services and turn on Location Services.
c. Open the Maps app and tap the arrow in the lower left corner of the screen. Maps should display the device's
current location.

d. Open the Compass app.

e. When the device displays the calibration alert, tilt the screen to roll the red ball around the circle.
 f. Verify that when the iPhone is rotated, the heading shown on the screen changes according to the motion of the
device.

14. Test Touch ID - For iPhones with a Home button

This test should be performed with the user. Ensure that the Home button and your finger are clean and dry.

a. Run the MRI diagnostic suite in AST 2 to test for the presence of Touch ID hardware.

b. Go to Settings > Touch ID & Passcode and tap "Add a Fingerprint..."

c. Hold the device as you normally would when touching the Home button.

d. Touch your finger to the Home button and hold it there until you feel a quick vibration or you are asked to lift
your finger. Tip: Do not press the button, just touch it lightly.

e. Continue to touch and lift your finger slowly, making small adjustments to the position of your finger each time.

f. Once the initial scanning is complete, you will be asked to adjust your grip in order to capture the edges of your
fingerprint.

g. Hold the device as you normally would when unlocking it, touching the adjacent outer areas of your fingertip
instead of the center portion you initially scanned.

h. Press the Sleep/Wake button or side button to lock the screen.

i. Press the Home button, Sleep/Wake button, or side button once to wake the device and keep your finger lightly
on the Home button. The device will unlock when the fingerprint is recognized.

15. Test 3D Touch and Taptic Engine - iPhone 6s and later, except iPhone SE, XR, 11, 11 Pro, 11 Pro Max

This test should be performed with the user.

Note: The iPhone must pass the Multi-Touch test above or the AST 2 Multi-Touch, Unexpected Touch, and MRI diagnostic
suites.

a. Go to Settings > General > Accessibility > 3D Touch and confirm that the 3D Touch setting is enabled and
sensitivity is set to Medium. 3D Touch must be enabled for 3D Touch and Taptic Engine functionality.

b. Go to Settings > General > Accessibility > Vibration to enable the Taptic Engine.

c. Use the 3D Touch Sensitivity Test to check the Peek and Pop functions. Look for the visual feedback and feel
for the haptic feedback.
Peek Pop

d. Press the Home button to return to the Home screen.

e. Hold the device with the display perpendicular to the floor.

f. Firmly press on one icon in the center of the display to test 3D Touch. Look for visual feedback. If the app does
not support 3D Touch, then the area around the app icon will blur momentarily and provide haptic feedback then
return to the Home screen. If the app supports 3D Touch, then a contextual menu will appear with a blurred
background.
 g. Feel for haptic feedback when pressing the app icons.

h. Hold the iPhone with the display parallel to the floor and repeat steps f and g.

16. Test Haptic Touch - iPhone SE, XR, 11, 11 Pro, 11 Pro Max and iPhone 12, iPhone 12 mini, iPhone 12 Pro, iPhone 12
Pro Max

a. Go to Settings > Accessibility > Touch to enable the Vibration option.

b. Go to Settings > Accessibility > Touch > Haptic Touch to verify Peek and Pop functions for both Fast and Slow
Touch Duration settings.

c. Touch and hold the image to Peek, then tap again to Pop:
 Peek Pop

17. Test the Taptic Engine - iPhone XR, 11, 11 Pro, 11 Pro Max, SE (2nd generation), iPhone 12, iPhone 12 mini, iPhone
12 Pro, iPhone 12 Pro Max
This test should be performed with the user to verify the Taptic Engine.

a. Tap Ringtone in Settings > Sounds & Haptics

b. Tap Vibration.

c. Tap Rapid and verify the iPhone vibrates as expected.

18. Test True Tone display - iPhone 8 and later

This test should be performed with the user to verify the True Tone display.

a. Toggle True Tone off and then on in Settings > Display & Brightness

b. Make sure that the tint of the white displayed changes when True Tone is toggled on and off.

19. Test Face ID - iPhone X and later, except iPhone SE (2nd generation)
This test should be performed with the user to verify Face ID.

a. Go to Settings > Face ID & Passcode

b. Tap Reset Face ID if Face ID has been enabled.

c. Tap Set Up Face ID.

d. Ask the user to follow the onscreen instructions.