iphone 11 pro camera won't focus

Thanks for getting in touch, we're sorry to hear about the damage to your phone.

Whilst damage to smartphones from mounting them on motorbikes is not a common problem we have had a small number of customers report the issue which we are taking very seriously. As the number of affected customers is very small (less than 1% of our motorcycle mount users) and not all bikes cause damage we are doing everything we can to collect as much data as possible to help to identify the root cause.

Here’s some more detailed information from our engineering team: 

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The damage seems to be isolated to the camera image stabilisation mechanism of the phone and appears to be caused by the high level of vibration experienced on some motorbikes. Certain combinations of phone and motorbike seem more susceptible than others but we are still gathering information and do not have a complete picture at this time.

While this issue is not unique to Quad Lock (as we have seen reports of the same problem on other brands of phone mounts), we understand the frustration it is causing our customers and have allocated every resource we have to help understand the issue and develop a solution to the problem. The good news is that the design we are working on will be compatible with all existing Quad Lock motorbike mounts so once it’s available it will bolt on to your existing mount.

We hope to have a product available for testing mid 2020 so if you would like to be involved with the testing phase please let us know and we will add you to the list. 

What can be done to speed up development? If you can share information regarding your setup it will help us diagnose the problem in-depth and speed up development. If you can provide the following information that would be greatly appreciated:

• Original order number
• Model and year of your motorcycle
• The type of riding you mainly do (eg: off-road/commuting/touring)
• KM's you've travelled since installing your mount
• Average distance each ride
• Model of phone
• Photo of your mount installed on your bike.

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So what now? If your phone is still under warranty the manufacturer may be able to repair the camera module under warranty. If you do get the camera repaired, we do not recommend mounting the phone on your motorbike (with any brand of mount) to prevent the damage recurring. 

Unfortunately we can't offer any suggestions other than to wait for our dampening solution at this time. We understand that's not acceptable for everyone so if you feel that the product does not meet your needs you can return the product for a refund. 

Again we are sorry for the inconvenience. If you could help by sending through the requested info above that would be great. 

If you are interested in assist with testing the vibration dampening solution when it’s available please signup to this list.

Kind Regards,

I had the same issue. Iphone 11 pro and quad lock on motorbike. Vibration on the camera, unable to focus. Apple store replaced the camera unit. Started again so took it back. They replaced the phone with a new one. Happened again after a week so took it back. They replaced the phone again but told me they wouldn’t replace it a third time. Gave the phone to my wife and took back my old iphone X which has never had an issue with the quad lock. The apple store told me they have had a number of issues with the 11 pro and the quad lock case.

My resolution was simple, get a tank bag, with the phone sleeve on the top, the tank would not vibrate as much as the handle bars, also the tank bag would cushion most of the vibration anyways.

Had this issue yesterday after long ride to see my daughter. Given what has happened the mount is effectively useless until a fix is available or I find an alternative solution. Very disappointing.

I've registered on the link provided meanwhile some answers

• Model and year of your motorcycle - Kawasaki ZX6R Ninja 2006
• The type of riding you mainly do (eg: off-road/commuting/touring) - Road
• KM's you've travelled since installing your mount - 400km
• Average distance each ride - Only done two, first about 60km the next a long one which probably resulted in the issue
• Model of phone - iPhone 11Pro
• Photo of your mount installed on your bike. - No photo but it is a stem mount

Regards

John

Had the same problem. XR, X and 11 Pro.

its the optical focus system and the constant vibration of the bars.

if you want a phone for on motorcycle bars that one fail it needs Electronic, not optical focus/stabilisation.

Any phone brand with optical/mechanical is suffering. It’s not just Apple. My 2020 Katana resonates the bars like crazy. I’m going to try a Stem Mount and see if that reduces the problem.

Had the same issue, using a QuadLock on an R1... Went into Apple store and they replaced the camera.

A few days later, same problem, went back - they replaced the phone.

Will hold off putting this on the mount for a while and see what happens......

Very keen for the QuadLock solution, have signed up and am now anxiously waiting for them to fix Apples error!

Exact same thing happened to me. At first they said it was the magnet in my RokForm case, so they replaced the camera, next time they said it is because I mount it to my motorcycle bars and the vibration kills it, delicate camera.

My problem is that I use my phone for nav, music and phone calls on my bike all the time, they told me to just put it own my pocket instead. That won't work for me.

I've been using iPhones on my bikes since iPhones were first introduced. This is the first problem I've had.

Hey, I suggest bring this issue up to Quadlock also. They are looking into this issue and it seems like they are working on something if enough people has this issue

I probably will have to used the old iphone 7plus lol. Not gonna use my 11. No choice.. money already spent, luckily i have one spare.. not gonna risk it. since you had to send it back twice.. its clearly bike vibration. So I guess only when i need the gps only will I bring the spare out and latch it on the bike.. what sucks is I now have to buy another case adaptor for my older iphone.. more money spent. :P

Rokform makes car, and motorcycle mounts. It’s what I’ve been using on my motorcycle for over a year with my Samsung galaxy s8 and never had a problem, went on a ride this last Friday and now my iPhone 11 Pro is having serious camera issues.

I have just spent ages online, then the phone with Apple. Initally taking it out of the quadlock case fixed it, but now its started doing it again. After spedning £1200 i'm more than a little annoyed. I'm not sure what to do now. I have reset the iphone, taken it out of the case, and if i zoom out then zoom in again it fixes it.. but this really isnt' good enough for a device this expensive.

Dear Dalexandrou,

Save yourself the trouble, it is definitely the motorcycle mount - lens sensibility combo that's causing the trouble.

And it sucks, because, you know, people use their over-expensive iPhone 11 pro on their bikes to navigate too!

I travel all over Europe, and now, I have to use an iPhone 5S with an additional data plan, and preloaded maps, to get by.

Had I known, I would NEVER have coughed up €1400 for the bloody worthless thing in the first place.

Thank you, Apple. You literally had ONE job!