I have a brand new iPhone 11. From the get go, FaceID has not worked. When I tried to set it up, it would say move phone higher or lower and then say FaceID not working, try again later. I’ve now also tried to take a selfie in portrait mode and it doesn’t blur the background and says move further away, but I’m already at the full extension of my arm. I’ve switched it off twice, but no change. Any ideas what the problem is?
iPhone 11
Hey GuyFenton,
Thanks for following up. If you've already restored your device and set it up as new, the next step would be to reach out for further support here: Contact Support
If you haven't already done that, testing to see if this behavior continues while your device is set up as new will rule out that any backup is the issue. You would only need to have your device set up as new long enough to test if the same issues persists. If it doesn't, go ahead and restore the backup and test once more. The resources below can help with this:
How to back up your iPhone, iPad, and iPod touch
Restore your iPhone, iPad, or iPod to factory settings
Restore your iPhone, iPad, or iPod touch from a backup
Cheers!
Hey GuyFenton,
Thanks for using Apple Support Communities! I understand you're running into an issue with your front facing camera when it comes to setting up Face ID and taking selfies with portrait mode.
To start, make sure that any case, screen protector, or clear covering (like included with a new iPhone) are not covering the front facing camera. After confirming that, check out the links below for help with Face ID and photos.
Use Portrait mode on your iPhone
If Face ID isn't working on your iPhone or iPad Pro
Thanks again, and have a great day!
Thanks. I’ve tried all that, and resetting the phone a couple of times (full wipe and reinstall) but no joy. It’s fresh out the box, unadulterated by any add-ons from me. I couldn’t even set up Face ID as part of the start-up process. Has it been common for the TrueDepth camera to be faulty on new phones? Is there any choice other than to ask for the phone to be replaced?
FaceID and Portrait Mode not working on new iPhone 11
