King7296

Q: Iphone 6 updated to ios 9.3.1 screen still unresponsive

phone 6 128GB

After updated to latest ios 9.3.1 touch screen still unresponsive intermitently.

Please HELP~~

iPhone 6, iOS 9.3.1

Posted on Apr 1, 2016 6:59 PM

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Q: Iphone 6 updated to ios 9.3.1 screen still unresponsive

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  • by MrNotes1,

    MrNotes1 MrNotes1 May 21, 2016 9:54 AM in response to King7296
    Level 1 (4 points)
    May 21, 2016 9:54 AM in response to King7296

    I am fairly positive its a hardware problem.

     

    I have the same problem. This is going to sound wacky but if I attempt to bend the phone towards me, it unfreezes immediately.  Specifically, with the phone facing me, I simultaneously apply push pressure (away from me) to the center of the screen and pull pressure (towards me) to the top and bottom of the phone.  I tried this out of total frustration yesterday, and it's worked several times since then.

     

    I filed a bug ticket with Apple (as indicated further on in this thread).  Been in IT for 40 years (mostly support) - you all also need to file a bug report, that is what they read, not this stuff - these threads are for us, not them.

     

    While this started sometime after the IOS 9.3 update, I believe that timing is simply coincidental.  The aging of our phones, its thin form factor, coupled with lots of daily use, including inadvertent bending stress, is together probably the root cause (assuming my fix works for others - it may not).  I don't abuse my phone at all, so it's probably just normal wear and tear.

     

    Other things I tried (all failed to unfreeze the screen):

    • Resetting the phone (Hold HOME+Power buttons, release when Apple logo appears)
    • Did the iTunes normal backup, then a phone restore, and then a backup restore
    • Completely wiped my phone, and reinstalled IOS and EVERY app from the web so any possible corruption issues would not be restored from a backup.

    Hope this helps someone.

  • by ChitlinsCC,

    ChitlinsCC ChitlinsCC May 21, 2016 10:26 AM in response to MrNotes1
    Level 5 (7,778 points)
    Notebooks
    May 21, 2016 10:26 AM in response to MrNotes1

    Please feel free to dutifully post the link to the place where you filed your "Bug Report"

     

    I have a sneaky feeling it was http://www.apple.com/feedback/iphone.html

  • by BRUTE FORCE,

    BRUTE FORCE BRUTE FORCE May 25, 2016 3:41 AM in response to MrNotes1
    Level 1 (12 points)
    iPhone
    May 25, 2016 3:41 AM in response to MrNotes1

    See u must update your iOS to 9.3.2 there r some bug fixes in it my phone works pretty well after the iOS 9.3.2 update after the update if the issue persists the u must open settings>privacy>diagnostics and usage >automatically send after enabling this option u must select diagnostics and usage data option then it will diagnose ur device this is useful to detect any hardware or software problems present in ur phone if there r any problems then you can take the phone to service centre and if u try to bend the phone the the screen will surely become unresponsive this even happened to me when I kept the phone in my pant pocket with the screen facing towards me if u put pressure on phone with the screen facing towards u then the primary and secondary touch sensors  get ruptured so I request u not to do so because it will come under physical damage and it will void warranty

  • by MrNotes1,

    MrNotes1 MrNotes1 May 25, 2016 7:24 AM in response to BRUTE FORCE
    Level 1 (4 points)
    May 25, 2016 7:24 AM in response to BRUTE FORCE

    Updated to 9.3.2 the moment it came out.  No difference.  Screen still randomly freezes.  Still contend its a hardware issue

  • by MrNotes1,

    MrNotes1 MrNotes1 May 25, 2016 7:51 AM in response to MrNotes1
    Level 1 (4 points)
    May 25, 2016 7:51 AM in response to MrNotes1

    All the 'Send Diagnostics' functions have been enabled since I bought the phone.  Warranty?  I've had the phone well past the warranty period, unless Apple has some additional warranty coverage for poor touch screen design. Maybe I'll take it in to a service center, demo the problem and my fix, and see what they offer.  I'm eligible for an upgrade in a couple of months, but if the phone breaks for good before then, I'll just paid the insurance deductible and get a new one, maybe an Android this time. Or, maybe I'll just take it to the rifle range and put a bullet thru it. (If I do, I'll video it and post a link to the video as a 'fix' for the problem).

  • by ChitlinsCC,

    ChitlinsCC ChitlinsCC May 25, 2016 8:10 AM in response to King7296
    Level 5 (7,778 points)
    Notebooks
    May 25, 2016 8:10 AM in response to King7296

    Two points that prove there is something wrong systemically

    1. I recently went to the Apple Store in Easton because I shattered my screen. After i got my screen fixed it worked for a …
      (new screen developed the problem shortly after user got it home... update iOS is not addressed in the thread, but one would assume that it was updated when handed back to him at the Apple Store)
    2. I spoke with my cousin, an Army Captain, and asked him about his iPhone 6 performance. His first comment was about the intermittent unresponsive screen. He does not participate here or in any other "tech" forums.
  • by AncientEnemy,

    AncientEnemy AncientEnemy May 25, 2016 10:15 AM in response to King7296
    Level 1 (4 points)
    iPhone
    May 25, 2016 10:15 AM in response to King7296

    UPDATE:::::


    I spoke with an apple tech support person and he said that the problem is the logic board. That the logic board on the older iPhone 6/6+ are faulty(his exact words) It is no longer compatible with the software/firmware ( Update 9.3/ 9.3.1/ 9.3.2. He stated that some people started having issues immediately or it took weeks for the problems to show up if at all; depending on when they purchased the iPhone 6/6+. If it was purchased after October of 2015, you're probably not going to experience any problems since the new logic board was implemented around that time. He stated that they (engineers and programers) are looking into it and that If I wanted to have a working phone again without the freezing screen; I would need to go back to the "GENIUS" bar and have a new logic board installed for something around $325.00.

     

    I looked at several different websites on/ about the new logic board and the new chip. (Example, follow the link below for the story)

    http://appleinsider.com/articles/15/08/25/supposed-iphone-6s-display-and-logic-b oard-powered-on-with-help-from-iphone-6-…

     

    I look at it this way. I try to use simple to complex logic. If things do not add up then you know if someone/company is either lying or just do not know and pass it off as something else. They had to improve the logic board and new chip to have a fast response time for the newly introduced 3D touch feature from the new touchscreen. 

     

    The next part is directly copied from the iPhone 6s/6s+ website on apples product page.

     

    "iPhone 6s was designed specifically to work with 3D Touch, the next generation of Multi-Touch. 3D Touch is a revolutionary pressure‑sensing technology that lets you get to the content you want simply by pressing the display. Capacitive sensors measure the pressure you apply on the glass. You instantly see a response on the screen and feel feedback from the all‑new Taptic Engine. 3D Touch is a perfect example of the magic that happens when hardware and software are designed together. 3D Touch can only perform because it was designed alongside iPhone 6s."

    link to apple site page http://www.apple.com/iphone-6s/design/

     

    So if the logic board, chip, touchscreen, and software are designed specifically to work with the new iPhone 6s line and up; would that pose a problem with some of the older model phones, do to the lack of compatible hardware needed to run the software properly.

     

    I know most people on here are going to troll, call me an idiot, or that I just don't understand; and thats fine and that's your opinion, that's your right; but do not dismiss my opinions as well, since I do not dismiss yours. Also don't come at me asking my credentials when we are all behind a monitor and cannot prove diddly squat. Im here to bring attention to the issue. I don't feel that those of use experiencing this problem should have to pay to have it fixed when it's a problem apple knows about, and may have inadvertently caused the problem. It's not fair for those off us that work ourselves to death to pay for someones else mistake.

     

    The squeaky wheel always gets the grease!

     

    P.S. I love apple products. I just will not pay for something that has already been paid for. Besides, the iPhone 7 is just around the corner!

  • by ChitlinsCC,

    ChitlinsCC ChitlinsCC May 25, 2016 10:22 AM in response to AncientEnemy
    Level 5 (7,778 points)
    Notebooks
    May 25, 2016 10:22 AM in response to AncientEnemy

    AncientEnemy wrote:

     

    UPDATE:::::


    I spoke with an apple tech support person and he said that the problem is the logic board. That the logic board on the older iPhone 6/6+ are faulty(his exact words) It is no longer compatible with the software/firmware ( Update 9.3/ 9.3.1/ 9.3.2. He stated that some people started having issues immediately or it took weeks for the problems to show up if at all; depending on when they purchased the iPhone 6/6+. If it was purchased after October of 2015, you're probably not going to experience any problems since the new logic board was implemented around that time. He stated that they (engineers and programers) are looking into it and that If I wanted to have a working phone again without the freezing screen; I would need to go back to the "GENIUS" bar and have a new logic board installed for something around $325.00.

    SNIP

    Too bad you didn't have a recorder going

  • by Shaboyao,

    Shaboyao Shaboyao May 26, 2016 9:17 PM in response to AncientEnemy
    Level 1 (4 points)
    May 26, 2016 9:17 PM in response to AncientEnemy

    THanks for sharing your insight from the tech person. I had the same issue, and ended up paying $299 + TAX for a replacement.

     

    BEfore that, I had struggled for about a week, searching the web for the 'real' issue and potential fix for it. I tried all the methods mentioned in this thread (thanks everyone here as well, because you told me I was not alone!) .

     

    Below is my experience with the GENIUS bar, where i still needed to pay for someone else's product defect:

    On May 23, the first visit, they reinstalled my 6. After that it seems working, so I restored my backup. But on May 24 night, the screen freeze came back. On May 25, second visit, they tried the same approach to reinstalled the device but this time the freeze came back right after the reboot. They attempted to replace the touch screen for the device, but their repair system reminded the tech person replcing the screen cannot solve the issue. So they ended up giving two options: either trade in then buy a new phone or do a swap. I chose swap because they claimed that if there is a recall in the future, I will get the replacement refund.

     

    So i wish my experience could help if you (who's reading this) are still experiencing this issue.

  • by ferdz0630,

    ferdz0630 ferdz0630 May 27, 2016 3:13 PM in response to Wuist
    Level 1 (4 points)
    May 27, 2016 3:13 PM in response to Wuist

    I just want to express my disappointment because the IOS 9.3.2 have been released but none of our complains like unresponsive screen, typing itself etc brought by their 9.3.1 had been solved. How much time we need to invest or waste in order to fix this problem 

  • by iTatox,

    iTatox iTatox May 31, 2016 5:05 AM in response to phantoan1310
    Level 1 (4 points)
    May 31, 2016 5:05 AM in response to phantoan1310

    this is definitely the setting causing the problem!!! good find, Thanks alot!!!

  • by MrNotes1,

    MrNotes1 MrNotes1 May 31, 2016 5:52 AM in response to iTatox
    Level 1 (4 points)
    May 31, 2016 5:52 AM in response to iTatox

    So my work-around to get my 6+ (gotten, by the way, soon after they were announced, so it has the first-gen electronics)  to unfreeze by putting pressure on the center of the screen, while an enigmatic solution at best, must do something to the hardware that makes IOS think its a 3D touch screen?  I suppose it doesn't matter, since it works.  IMHO, paying Apple $325 to fix something that they should have been caught in testing borders on amoral, and as previously posted, the 7 is just around the corner.  Unfortunately, I'm too invested in IOS-only apps to change to Android.

  • by AncientEnemy,

    AncientEnemy AncientEnemy May 31, 2016 6:40 AM in response to AncientEnemy
    Level 1 (4 points)
    iPhone
    May 31, 2016 6:40 AM in response to AncientEnemy

    You can try a debate with one of Apples Customer service reps in store, on chat, on phone. I didn't get me anywhere. I've been going to Apples page everyday and reporting the issue. I would tell every one having the same problem to do the same. Enlighten some one you may know; like a blogger, journalist, news reporter, anybody willing to give this issue a small window of publicity.

     

    http://www.apple.com/feedback/iphone.html

     

    This next part is just a copy/paste from an earlier post explaining the problem.

     

    The next part is directly copied from the iPhone 6s/6s+ website on apples product page.

     

    "iPhone 6s was designed specifically to work with 3D Touch, the next generation of Multi-Touch. 3D Touch is a revolutionary pressure‑sensing technology that lets you get to the content you want simply by pressing the display. Capacitive sensors measure the pressure you apply on the glass. You instantly see a response on the screen and feel feedback from the all‑new Taptic Engine. 3D Touch is a perfect example of the magic that happens when hardware and software are designed together. 3D Touch can only perform because it was designed alongside iPhone 6s."

    link to apple site page http://www.apple.com/iphone-6s/design/

     

    So if the logic board, chip, touchscreen, and software are designed specifically to work with the new iPhone 6s line and up; would that pose a problem with some of the older model phones, do to the lack of compatible hardware needed to run the software properly.

     

    Don't get me wrong, I love Apple products, even when they're behind the curve on some hardware or software for their phones. I love apple because of the security and simplicity of its use. I just wish companies had Integrity, Honesty, and Loyalty as much; if not more than, the consumers who make these companies the global icons that they have become.

     

    Apple: We stand beside you and are your loyal customers. Do the same for us.....

  • by Wuist,

    Wuist Wuist Jun 7, 2016 2:48 PM in response to AncientEnemy
    Level 1 (8 points)
    iPhone
    Jun 7, 2016 2:48 PM in response to AncientEnemy

    here is an update on my situation (see my previous notes)

    I finally had 2 appointment at Genius Bar at Apple Store (Carrousel du Louvre). At the second one a full diagnosis has been made. Issues with mother card, gps, etc. Apple recognized it is a common and known issue. They formalized the diagnosis.

    Then I had the following options:

    (1)-- replacement by Apple if less than 1 year: not my case.

    (2)-- replacement by by operator Orange to which I purchased the IPhone 6 if less than 2 years (European obligation of a two year warranty): my case

    (3)-- repair by Apple to the cost of several hundreds of euros

     

    I took option (2) and work closely with Orange to get a replacement asap under he European obligation of warranty, having transmitted the Apple diagnosis.

    I will let you know about the outcome. So far so good although I am permanently on business trips. I'm lucky than Orange is pro and provides good service.

     

    Rgds

  • by Ldnmp,

    Ldnmp Ldnmp Jun 8, 2016 8:24 AM in response to Wuist
    Level 1 (8 points)
    iPhone
    Jun 8, 2016 8:24 AM in response to Wuist

    Thank you very much for your post!

     

    I am having the same issue and my iPhone 6 is also older than 1 year, so option (1) would not work and (3) is not acceptable for me (as for most of us). I would like to go with (2), but my operator Vodafone (Germany) is very strict with warranty and Apple products. I took my iPhone to the Vodafone shop and the guy there was not optimistic about a repair under the European obligation of a two year warranty because I would need to have proof that the problem existed at the moment of purchase.

    You post, however, gives me new hope that my phone could be repaired without paying 300+ €.

    At the second one a full diagnosis has been made. Issues with mother card, gps, etc. Apple recognized it is a common and known issue. They formalized the diagnosis.

     

    I took option (2) and work closely with Orange to get a replacement asap under he European obligation of warranty, having transmitted the Apple diagnosis.

     

    So I really would like to try this as you did. The questions from my side would be: How did you present the Apple diagnosis to Orange? Did they give you a sheet of paper in the Apple store with the results of the diagnosis and the formal recognition of the issue?

     

    This could be the proof I never expected to find ...

     

    I am really looking forward to your report, hopefully the outcome is positive!

     

    Regards

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