iPhone Duo Troubleshooting Freeze, Startup, and Shutdown Issues
Guided steps to help resolve issues
Identify issues
Read the relevant support articles if you notice any of the following issues:
Device unexpectedly displays the Apple logo, then returns to the Home Screen and operates normally
Device unexpectedly displays the Apple logo, then restarts to the Lock Screen, requiring you to use Touch ID or enter your passcode to return to the Home Screen
Device restarts, displays the Apple logo, then restarts again, in a loop
Device restarts, displays the Apple logo, then stops responding
Screen freezes, but the device doesn’t restart or turn off
Device stops responding and unexpectedly displays “Connect to Computer”
Device unexpectedly turns off and won’t turn on again unless you press and hold the side button
Device can’t be restored or updated
Note: While exhibiting any of the above symptoms, the device may also unexpectedly flash a red or blue screen, or another color.
Relevant support articles
If your iOS or iPadOS device restarts or displays the Apple logo or a spinning gear unexpectedly
If an app on your iPhone or iPad stops responding, closes unexpectedly, or won’t open
If the issue wasn’t resolved by following a support article, continue to the next section.
Try quick troubleshooting steps
If the device restarts, displays the Apple logo, or turns off while in use, follow steps in If your iOS or iPadOS device restarts or displays the Apple logo or a spinning gear unexpectedly before performing any further troubleshooting.
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 determine whether the clock is 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, troubleshoot as a Multi-Touch issue.
If the device doesn’t respond or turn on, follow steps in If your iPhone won’t turn on or the screen is black. Check symptoms in multiple preinstalled Apple apps to verify that this is happening in all apps before servicing the device. If symptoms don’t occur with all apps, troubleshoot as an app issue.
If the device has unexpectedly turned off and won’t turn on, troubleshoot as a “no power” issue.
Attempt to restart the iPhone into Diagnostics Mode. If the device cannot restart into Diagnostics Mode, or is exhibiting No Power On symptoms, follow steps in Restore your iPhone or iPad with a nearby device or Restore your iPhone, iPad, or iPod to factory settings using a computer to attempt to revive or restore the device before replacing any parts.
Run manual and diagnostic tests
If the issue wasn’t resolved by following a support article or trying the quick troubleshooting steps, run these diagnostic and manual tests to help isolate the cause of the issue:
Open and inspect the iPhone
If the issue wasn’t resolved or isolated by following support articles or running diagnostics tests, refer to the iPhone repair manual to open and inspect the iPhone. A damaged or out-of-place part may be causing one of the issues.
Inspect all relevant internal flex cables and connectors for damage or tampering, such as a film or foreign material blocking a connector.
Note: This section requires ordering parts and tools. Replacing a part may not resolve the device’s issue. You can find other service options at support.apple.com/repair.
Replace the part
If the issue wasn’t resolved or isolated by following the previous steps, replace the logic board or I/O board, depending on diagnostic results.
After the repair is completed, turn on the device and verify that the issue is resolved.
Note: This section requires ordering parts and tools. Replacing a part may not resolve the device’s issue. You can find other service options at support.apple.com/repair.