Iphone 11 Pro Max is Freezing with Black Screen

Hello charm0722,

I understand that your phone keeps freezing, overheating, and giving you trouble. I can definitely help you with this!

There are a few steps we can take to resolve your issue; it may take them all, it may only take a couple. I am hoping for the latter!

1. I would start by hard restarting your phone. You mentioned that you were unable to have it successfully hard restart. Here is an article walking through the steps to do it: Force restart iPhone.
2. If it is just the Wells Fargo banking app that is giving you trouble- it is very possible that it could be an issue with that specific app. I would suggest deleting and redownloading the Wells Fargo app. Instructions are here for managing apps: How to delete apps on your iPhone, iPad, and iPod touch.
3. If redownloading the Wells Fargo app brings no luck, I would next reset all settings. This does forget all of your Wi-Fi passwords and does reset every setting to the default that shipped with the device (it does not erase content like pictures, contacts, apps, etc). You can see how to do that here: Return iPhone settings to their defaults.
4. If we still have no success, I would start by backing up my phone to either my computer or to iCloud (instructions here: How to back up your iPhone, iPad, and iPod touch). After doing this I would use a computer to restore the phone. What this does is erases all content and settings, reinstalls a fresh copy of iOS as well as installs a fresh copy of the firmware on the phone. Doing this eliminates the possibility of there being a software issue with your phone. You can see how to restore your phone here: If you can't update or restore your iPhone, iPad, or iPod touch.
5. After restoring the device go through the setup process here: Set up your iPhone, iPad, or iPod touch and at step 5, make sure you choose 'Don't transfer Apps & Data.'

A good illustration to understand why you need to set up as new would be if I were cleaning out my refrigerator because there was a bad smell and found a bunch of spoiled food. Resolving the issue would be throwing the food out, but if I wanted my refrigerator to be in the same state it was before so I didn't lose anything, putting the spoiled food back would just continue the same issue. We don't want to bring back the software that was happening that might be saved in your backup.

I hope this is able to resolve your issue. If you have any more questions or this does not resolve your issue, please reach back out on the thread!

Cheers

charm0722,

Thank you for the additional information regarding your device.

It is very strange that the device will not let you force restart it using the button combination. Typically this will work even when the phone is in really rough physical shape.

If this issue continues to persist for you, I would suggest reaching out to the Apple Support team which can set up a hardware repair for you if needed.

Cheers