Can I get support on the TrueDepth camera issue

Hello. If you have updated to iOS 15 and your TrueDepth camera is still not working, you will need to take your device to an Apple Store or Apple Authorized Service Provider, or contact Apple Support about your iPhone.

I’ve had the same issue with an iPad Pro- camera suddenly gave me error message during facial recognition log in. Intermittent message that camera is covered. It was not and i tested camera. It can take selfie photo in photo mode but not in portrait mode. Spoke to three different support helpers. Very nice people - tried a lot of things to narrow down issues. First rep asked me to back up onto iCloud (running recent upgrade to 14.8 at the time) then she suggested I download version 15. We had removed old data for face recognition and subsequently tried to initiate new facial recognition. During that operation constantly messaged to move camera lower then higher etc. but the system could not focus on my face within their rectangle. Tried many time with glasses/ without glasses, various distances, various lighting. No luck. It seems to be a software glitch connected to the TrueDepth camera settings. Occasional glitch in “button” for the front to back camera setting. Noted in Facetime test.

Camera worked perfectly until 14.8 and 15 updates. I can still take pictures with front facing and rear facing cameras in photo setting. Only glitch occurs in portrait mode. And I don’t mean screen orientation - horizontal vs portrait but rather a setting for taking a portrait. Depth of field issue?

i also have been asked to take my iPad to service. I firmly believe it is a software issue not my hardware.

Hello. If you do not want to take your iPad Pro to Apple or an Apple Authorized Service Provider for assistance, you can contact Apple Support here to see if they can help you resolve this issue. Their recommendation may be the same as mine, however.

Hi scherryd

im just off the phone with a senior advisor. He was terrifically supportive. He had me try a forced reboot using the volume buttons and side button. When that didn’t work, he had me save a backup to my MacBook air then try to restore my iPad Pro. So far that has not solved this problem. Let me know if you have better success?

I’m not so sure this was planned. There’s definitely a software glitch that affects both the portrait mode in camera and the facial recognition. Looking at peoples posted comments they appeared in 14.7 and 14.8 too. Mine started under 14.8 upgrade and their 15 upgrade hasn’t sorted the problem. I’m thinking (hypothetically- I’m not a code writer!) the camera must have its own circuit board and somehow the newer upgrades that now want you to look straight at the camera for facial recognition (considered a security improvement) have triggered some incompatibility. I’m not sure I want to pay for new hardware or repaired if the problem is occurring on multiple devices, not just mine. I must say that I’ve had very good luck with all my various apple phones iPads and MacBook 💻 and mostly apple staff has been great in working on solutions. My iPad is very new so I doubt it’s needing hardware replacement.

Hang in there and as more devices have face recognition fail it will be booted up to an apple think tank “genius” software group to sort. Meanwhile I plan to use my password and keep posting on all the threads where someone else has the same problem.

my Apple store is done 2. 1/2 to three hour drive each way do I’m trying everything else first before I try to send it in or drive there.

cheers, Nella

Face recognition stopped working after I did a suggested software update. Your solution to take it to a service center results in $500 charge and replacement with a refurbished iPad Pro. I find this very suspect.

I did exactly that. Drove 4 hours to an authorized repair facility in Scottsdale, AZ, was told my iPad Pro was indeed having problems, then told me it was $500 to repair (which actually meant I would receive a refurbished iPad). Disappointed that I wasted my time and gas. Very suspect since my iPad worked flawlessly until 3 days after my warranty expired AND I did the update.

I have the exact same problem. Not only did facial recognition stop working but I can no longer use portrait mode. Keep getting message, move further away. No matter how far away, it no longer works.

Hi Nella, I went through same procedure with advisor with same failed results. I'm wondering if it's planned obsolescence because facial recognition and protrait mode failures occurred after a software update and the warranty had expired 3 days. Both worked faultlessly until the update. If these problems are resolved I will let you know.