iPhone 11 Frozen, wants to call Emergency Services when trying to hard reset

Good Morning,


We have an iPhone 11 that is suddenly frozen. The touch screen is unresponsive. It happened this morning when my daughter used the flashlight on her phone. The flashlight was stuck on for a bit. It has turned itself off, but the screen is not registering any touches.


She tried to do the reset process where she pushed volume up, volume down, and then held the power button on the right hand side of the phone; however, instead of shutting the phone down and the apple symbol appearing, it tells her to keep pressing the button to call emergency services.


Obviously, she does not want to call 911.


What can she do to restart the phone?


Thanks!

Posted on Jan 13, 2025 4:55 AM

Reply
1 reply

Jan 13, 2025 7:52 AM in response to jboltfam

  1. Follow the Apple article to resolve the issue --> If your iPhone, iPad, or iPod touch won't turn on or is frozen ...
  2. If not resolved; please follow the steps in the following link for support with this issue: If your iOS device restarts or displays the Apple logo or a spinning gear unexpectedly
  3. Sometimes, a simple restart can resolve temporary software glitches. Turn off your iPhone, wait for a few seconds, and then turn it back on.
    1. Restart the device. That's it.
    2. Still not solved --> Force restart iPhone - Apple Support
  4. Make sure you have the latest updates installed. Update using iTunes/Finder —> Update your iPhone, iPad, or iPod touch - Apple Support (IN)
  5. You still see a black screen after charging, force restarting, following the steps in this article.
    1. You see a black screen, but you can hear alerts, sounds, and vibrations.
    2. The screen remains black, but the device chirps when you unmute it and connect it to power.
    3. Your screen is on, but it doesn't respond when you tap, slide, or try other gestures. 
    4. You can't force your device to restart because a button is broken or stuck.
    5. Your device is stuck on the Apple logo, displays a solid color, or isn't recognized in iTunes.
    6. Contact Apple Support to set up service if you have any of the above issues:
  6. Please follow the steps in the following Apple Video for support with this issue:



If none of the above steps resolve the issue, it is recommended to reach out to Apple Support or visit an authorized service center for further assistance. They can provide specific guidance based on your device model and iOS version.


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iPhone 11 Frozen, wants to call Emergency Services when trying to hard reset

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