Troubleshooting iPhone hardware

Resolution

Acoustic-speaker/microphone/receiver

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

See this document for troubleshooting steps.

Low microphone volume

1. If you are using a third-party iPhone case, make sure it is not covering the microphone. Try making some calls without the case to see if a caller can now hear you more clearly.
2. If you have left the display's clear protective plastic film in which iPhone shipped, either ensure the plastic film does not cover the microphone, or remove the film all together.

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

See this document for troubleshooting steps.

No sound through stereo headset¹

1. Unplug the headset and verify nothing is blocking the headphone jack in the phone.
2. Reconnect the headset and make sure the connector is pushed in all the way.
3. Check the volume setting on your iPhone. You can adjust the volume by pressing the volume up and down button on the left side of the iPhone.
4. If you are trying to listen to music and cannot hear any audio, make sure that the music on iPhone is not paused. Try squeezing the headset microphone to resume playback. Additionally, from the Home screen you can choose iPod > Now Playing, then tap Play.
5. Make sure the latest version of iTunes is installed on the computer that you are syncing the iPhone with (songs purchased from the iTunes Store using earlier versions of iTunes won't play).
6. Try another set of Apple headphones (some third-party headphones require an adapter to be used with original iPhone)
7. Try a different song or video.
8. Check to see if the iPhone alert sounds or other iPhone sound effects exhibit the same audio issues.
9. Disconnect the stereo headset or headphones connected to the iPhone and see if the sounds coming from the built in speakers are working properly.

Power/Battery

Battery does not charge from the iPhone charger

Important: iPhone 3G cannot be charged with a FireWire power adapter or FireWire-based car charger. If iPhone is connected to a computer that’s turned off or is in sleep or standby mode, the iPhone battery may drain.

1. Verify the outlet being used is working.
2. Try another charger if available.
3. If no other charger is available, try connecting to a high-power USB 2.0 port (not a keyboard). The computer must be turned on and not in sleep or standby mode.
4. Try another USB cable if available.
5. Also refer to this article

Battery life seems short

Important: iPhone 3G/iPhone 3GS cannot be charged with a FireWire power adapter or FireWire-based car charger.

1. Click ( www.apple.com/batteries/iphone.html) for tips on how to prolong iPhone's battery life.
2. Turn iPhone off and turn it on again.
3. Connect iPhone to iTunes and restore iPhone.
4. If the screen shows a low-battery image, iPhone is low on power and needs to charge for up to ten minutes before you can use it.
5. When charging iPhone, make sure to leave it charging until it is fully charged. You'll know the battery is fully charged when the battery icon in the upper-right corner of the screen looks like this
   Note: If you are charging using your computer, don't connect iPhone to your keyboard. Also, the computer must be turned on and not in sleep or standby mode. If iPhone is connected to a computer that's not turned on or is in sleep or standby mode, the iPhone battery may drain.

iPhone acceptable temperatures

• Keeping the original iPhone within acceptable temperatures
• Keeping the iPhone 3G and iPhone 3GS within acceptable operating temperatures

Will not power on

1. Connect your iPhone to the iPhone charger and let it charge for at least ten minutes. Note: iPhone 3G does not support FireWire and will not charge from any FireWire-based power source.
2. If the iPhone doesn't turn on after charging for at least ten minutes, try to reset the iPhone while connected to the iPhone charger. To reset, press and hold the Sleep/Wake button and the Home button at the same time for at least ten seconds, until either the Apple logo or the battery symbol appears. If the battery symbol appears, continue to charge iPhone until it is fully charged.
3. If a reset did not solve the issue, connect the iPhone to a computer and open iTunes. If iTunes recognizes the iPhone and indicates that it is in recovery mode, then restore the iPhone. If you have difficulties in restoring the iPhone, see this article for further assistance.
4. Finally, if the iPhone still will not power on, check to see if the Liquid Submersion Indicator (LSI) in the headphone jack or 30-pin connector is activated. Learn more about LSIs.

Display

Display image issues

This can include bright or dark pixels, lines in video, or sections of video missing.

1. Turn iPhone off and turn it on again. Press and hold the Sleep/Wake button on top of iPhone for a few seconds until a red slider appears, and then slide the slider. Then press and hold the Sleep/Wake button until the Apple logo appears.
2. Verify the issue is not content related, by viewing different content.
3. If the image is too dark, adjust the brightness. In General Settings choose Brightness and slide the slider.

Display does not go into landscape mode

1. Remember that photos, webpages, and applications will not change viewing-orientation modes when iPhone is lying flat. Hold iPhone vertically to switch between portrait and landscape modes or vice versa.
2. To test, open the Calculator application while holding the iPhone vertically (portrait mode). The standard calculator should appear. Then rotate the iPhone to a horizontal position (landscape mode), and the scientific calculator should appear.

Note: Not all applications on iPhone use landscape mode. Videos played in iPod and YouTube are automatically in landscape mode.

Multi-Touch display not responding to touch

See this document for troubleshooting Multi-Touch display issues.

Display has no backlight or dark screen

1. Toggle the ringer switch to see if the unit vibrates. If it does, it could be that iPhone is getting power, but is not displaying any image.
2. Turn iPhone off and turn it on again. Press and hold the Sleep/Wake button on top of iPhone for a few seconds until a red slider appears, and then slide the slider. Then press and hold the Sleep/Wake button until the Apple logo appears.
3. While connected to the iPhone charger, try to reset the iPhone. Press and hold the Sleep/Wake button and the Home button at the same time for at least ten seconds, until either the Apple logo or battery symbol appears. If the battery symbol appears, continue to charge iPhone until it is fully charged.

Display does not adjust brightness automatically

The ambient light sensor brightens the display when using the iPhone in brightly lit environments, and dims the display in low light. To test this sensor, do the following:

1. If the iPhone is in a protective case, remove it from the case. If there is a protective film on the display, remove the film.
2. Verify that the Auto-Brightness setting (Settings > Brightness) is set to ON, and that the Brightness level is set near the middle of the slider.
3. Press the Home button to return to the Home screen and then press the Sleep/Wake button to lock the iPhone.
4. In a bright environment, cover the top third of the iPhone to block the light, then press the Sleep/Wake button or the Home button to wake the phone. Slide the slider to unlock the phone.
5. Notice the brightness of the screen and application icons; they should be somewhat dimmed.
6. Remove the cover from the top of the display and in a few moments the display should get brighter.

Display shows a white screen

1. Turn iPhone off and turn it on again.
2. If the iPhone will not turn off, try to reset it. Press and hold the Sleep/Wake button and the Home button at the same time for at least ten seconds, until either the Apple log or battery symbol appears. If the battery symbol appears, continue to charge iPhone until it is fully charged.
3. If that doesn't work, try restoring the device.

General phone use

Unable to make or receive calls

See the "iPhone Basic troubleshooting" document for troubleshooting steps.

iPhone will not lock when answering calls

While holding your hand over the top third of the display, verify that the screen is locked or goes to sleep.

Interference while in carrying case

See this article for information.

Will not go into airplane mode

1. Turn iPhone off and turn it on again. Press and hold the Sleep/Wake button on top of iPhone for a few seconds until a red slider appears, and then slide the slider. Then press and hold the Sleep/Wake button until the Apple logo appears.
2. From the Home screen Tap Settings and turn airplane mode on. When airplane mode is on, appears in the status bar at the top of the screen, and no cell phone, radio, Wi-Fi, or Bluetooth signals are emitted from iPhone.

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

1. Try toggling Airplane mode "on" and "off". Wait several seconds between the "off" and "on" modes.
2. If that doesn't work, try another location.
3. If another location works, but the original location still does not, contact your carrier to report the issue.
4. If the message is present in all locations, have the iPhone serviced.

Connectivity/Networking

No cell signal strength anywhere

1. Check to make sure you're in an area with network coverage. Refer to document HT1381 for network coverage areas or contact your mobile network provider.
2. Verify the SIM card has been activated with iTunes:
   1. Download and install the latest version of iTunes from www.itunes.com.
   2. Connect iPhone to a USB 2.0 port on your Mac or PC (not on the keyboard) using the dock or cable. iTunes opens automatically.
   3. Follow the onscreen instructions in iTunes to activate iPhone and sync your contacts, calendars, music, photos, podcasts, videos, email accounts, and web bookmarks.
3. See "Signal or other interference while in Carrying Case" if the iPhone is in a carrying case.

Important: Your iPhone may be able to receive calls in as little as 15 minutes after activation. If you are migrating your current phone number, it can take longer–up to several days, depending on the type and status of your former service account–before calls are routed to iPhone. In the meantime, you can make calls and use iPhone's other features.

Intermittent service in an area with good coverage

1. If the iPhone is in a carrying case, try using it without the carrying case.
2. Turn the iPhone off and back on again.
3. Try moving to another location.
4. If service is still intermittent, contact your carrier to see if the SIM should be replaced.

Wi-Fi issues

See these articles for help with troubleshooting Wi-Fi issues:

• iPod touch and iPhone: Tips when using Wi-Fi
• Unable to use Wi-Fi with iPhone or iPod touch because there's no Wi-Fi address listed for the device

Not seen in iTunes/USB connection issues

See these articles for help with troubleshooting this issue:

• iPhone: Not recognized in iTunes for Mac OS X
• iPhone: Not recognized in iTunes for Windows
• iPhone: Troubleshooting USB connections

Buttons and Switches

Sleep/Wake button will not lock or unlock iPhone

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

The Home button is slow to respond

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

The Home button is not working

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

Camera

Camera is not functioning

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

Accessories

Accessory not working

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

Works with iPhone compatibility message

See TS1505 for information.

The stereo headset mic button is not functioning properly

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

Bluetooth headset isn't responding or working correctly with iPhone

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

SIM

SIM card not detected by iPhone

1. Remove the SIM card. Insert the SIM ejector tool or the end of a small paper clip into the hole on the SIM tray. Press firmly and push it straight in until the tray pops out. See this document for more information.
2. Verify the SIM card is not damaged or dirty.
3. Reinstall the SIM card.
4. Turn the phone off and back on.
5. Wait approximately two minutes, then see if iPhone detects the SIM card and if it will register on the network.
6. If that doesn't work, try another SIM card, if possible, to see if it is detected.

Note: If you need to send your iPhone in for service or if you want to temporarily use a different phone, you may be able to use the SIM card inside your iPhone with another GSM phone.

Compass

Compass not functioning on iPhone 3GS

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

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

Issue not resolved

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

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