Auto Reboot While The Screen Is off.

Question

Level 1

9 points

Auto Reboot While The Screen Is off.

Hey every one.

I have an issue with my iPhone XS Max (IOS 13.2.3), the phone is not any more under warranty.

The problem is when I turn off the screen my iPhone is making a reboot many time, its stops only when I turn on the screen and start to use the iPhone.

I can use the iPhone for hours and none of reboots happen, but when I shut the screen its just continue to reboots.

I looked in the setting in privacy->analyze and there is an announcement that appears any time, its goes like this:

{"bug_type":"115","timestamp":"2019-11-19 21:38:18.98 +0200","name":"Reset count","os_version":"iPhone OS 13.2.3 (17B111)","incident_id":"D74CEF87-9F34-4C1D-B879-756E6B647C9F"}

Incident Identifier: D74CEF87-9F34-4C1D-B879-756E6B647C9F

CrashReporter Key: e31678b11cef687c300fb5390b715fabe7761f28

Date: 2019-11-19 21:38:17.98 +0200

Reset count: 0

Boot failure count: 1

Boot faults: dbg_rst

Boot stage: 48

Boot app: 213920767

if someone knows this announcement and what it says, i would like you to help me with that, iv'e tried to understand that for days...

iv'e tried a restore, recovery mode, forced restart, and all the iphone functions except of that issue works for 100%.

is that software or hardware problem?

iPhone XS Max, iOS 13

Posted on Nov 19, 2019 12:04 PM

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Answer 1

bailier

Community Specialist

Nov 22, 2019 11:06 AM in response to roi69

Hi roi69,

Thanks for using Apple Support Communities. It sounds like you’re having trouble with your iPhone unexpectedly restarting. I’m happy to help.

Given the nature of your issue, I suggest that you contact Apple Support as a next step:

Get Support

Take care.

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Answer 2

roi69 Author

Level 1

9 points

Nov 22, 2019 11:27 AM in response to bailier

Hey there,

I would like to get a help from that link but I am live in Israel.

in Israel there isn't any real apple store, only re-sellers that don't have enough knowledge to fix that problem.

If there is any how to get help from apple specialist or send the iPhone back to the US for fixing.

[I bring the iPhone to check in the re-sellers apple authorized lab and they just said that is "possible liquid damage" but there isn't any liquid damage inside, i can tell that cause I've checked this out in another lab (when the 1 year warranty was expired)]

(I put the iPhone to work in the re-seller lab when he was in warranty)

Thank You!

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Answer 3

roi69 Author

Level 1

9 points

Nov 22, 2019 11:33 AM in response to WhisperingWempe

Hey!

Thank you for your answer.

I already tried to do a restore from recovery mode & DFU mode.

I was sure that is an software issue but now I'm not sure anymore...

if you know any other thing that can cause to that issue I would love to hear it.

also if there is any software problems that can cause that issue to other iPhone's and should be and update to solve it. (or that my iPhone's only problem)

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Answer 4

roi69 Author

Level 1

9 points

Nov 25, 2019 9:48 AM in response to WhisperingWempe

First of all thanks!

I all ready did an forced restart & restore & recovery mode restore & dfu mode restore.

The battery is on 100% health.

I will also check the 115 bug.

I’ll try to take the iPhone to service this week, and then I will write here the process.

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Answer 5

Nov 22, 2019 11:24 AM in response to roi69

Hi,

I think you should contact Apple support. I agree with the previous answer.

It could be software related, it probably is.

You could try to put it in recovery mode and then reset factory settings.

But make sure you don't restore from the backup. You might reinstall the issue.

https://support.apple.com/en-us/HT201252

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Answer 6

Nov 22, 2019 2:20 PM in response to roi69

1. Try forced restart

Press volume up and release, press volume down and release, and then press and hold the side button.

2. If issue persists, try connecting to computer with iTunes, while pressing and holding the side button.

3. If issue persists, connect to iTunes and repeat step 1, but hold till you see recovery mode : the support link and the cable and monitor.

Backup your device first.

Make sure that you have the password for the apple ID and passcode for the device.

If issue persists, get service in the country /region where you bought the device.

Reply

Answer 7

Nov 22, 2019 3:07 PM in response to roi69

It's hard to say. What you posted is a basic crash report, bug 115 is software related, memory related.

I suggest first checking the storage capacity and the internal memory, force close all apps.

Also, check your battery health: settings>battery

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Auto Reboot While The Screen Is off.

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