Screen distance not working on iPhone 13 Pro or iPad Pro 11" 3rd Gen

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Level 1

8 points

Screen distance not working on iPhone 13 Pro or iPad Pro 11" 3rd Gen

I've downloaded and installed iOS 17.0.1 on both the iPhone 13 Pro and iPad Pro 11" 3rd gen but no matter how close I hold the device to my face, neither of them will bring up any sort of warning about distance.

On each device:

I ensured it was enabled.
I disabled it, powered off and on, re-enabled it, powered off and on.
Did a hard reset.
Cleaned the screen taking care to clean by the True Depth sensor.
Removed it from the case.

The result was still the same, there was no warning or indication no matter how close I held either device t my face.

Both devices are listed as supported.

iPhone 13 Pro, iOS 17

Posted on Sep 22, 2023 7:42 AM

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Answer 1

ShannonM1

Community Specialist

Sep 26, 2023 1:15 PM in response to feeko

Hello feeko,

So it sounds like everything is set up per What is Screen Distance? - Apple Support but it's not recognizing the distance. As a test, can you go into Settings > Face ID & Passcode and Set Up an Alternate Appearance. You don't actually have to change anything, but we just want to confirm that the sensors and camera are working properly.

If this works and issues continue, then contact Apple Support so that they can continue further diagnostics with you.

Thanks for using Apple Support Communities!

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Answer 2

feeko Author

Level 1

8 points

Sep 26, 2023 6:04 PM in response to ShannonM1

Face ID has been working fine, but I did go through the alternate appearance setup and it completed without issue. I have since been in contact with Apple senior support and after a rather lengthy call they are stumped as well.

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Screen distance not working on iPhone 13 Pro or iPad Pro 11" 3rd Gen

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