iPhone 15 Pro malfunctioning even after replacing and reseting/restoring new phone multiple times

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Level 1

24 points

iPhone 15 Pro malfunctioning even after replacing and reseting/restoring new phone multiple times

I got my iPhone 15 Pro at end of 2023 ago. I have had a multitude of problems with it malfunctioning: from Siri, Notes the screen responding and texting, to all my other apps. I have spent over 20 hours with the support team on phone and in store. They finally replaced my phone at the end of 2024. It has since had same types of probs.

I've called and spoke to senior advisors multiple times and they have ran tests on my phone and determined it is not the hardware. I have been told it is probably a software issue but that apple doesn't guarentee their software, only their hardware (which is riduculous)! I was told by one senior advisor I'd have to start over from scratch and lose all my data! (I've heard Android has much less of these types of problems).

Theyhad me reset the phone mult times, and the most recent time it caused the problems to increase.

I've spoken to a senior advisor who has been researching the issues and spending hours on it, but still hasn't been able to figure it out. They are directing her to reset the phone again which causes me to lose access to my apps each time and then spend hours trying to reconfigure my phone. I have spent a minumum of a 40 hour workweek working with apple and also trying to resolve things myself.

I don't want to reset my phone again, it hasn't worked all the other times they have had me do it and I shouldn't have to spend hours on the phone and then also hours setting my phone back up each time. It has been such a problem that it takes hours out of each week dealing with it.

Is there any fix for this or do I have to get rid of my iPhone and switch to Android?

If I switch to Android and upload my data into Google Play, will that bring over the problems with it?

iPhone 15 Pro, iOS 18

Posted on Apr 24, 2025 2:14 PM

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Answer 1

May 27, 2025 9:08 AM in response to wintrbelle

To be honest in the over 10 years here on this Support Site, I have not seen an issue with touch events and audio cutting out that only occurs when signed into the Apple Account. The only time I have seen that is when there is a Hardware problem with the digitizer on your phone that fails to detect touches, and audio cutting out on calls being related to the cellular connection either from the provider or antenna on your device, but those would be occurring without your Apple Account signed in.

The fact that you had the phone replaced and experience the same issue is puzzling for me and apparently Apple as well. While I suspect Apple has already had you do this, here are the 2 things that I would recommend:

Reset system setting. This does not erase data on the phone as long as you choose Reset All Settings and not Erase All Content and Settings.

Reset iPhone settings to their defaults - Apple Support

Force Restart phone. Press and quickly release volume up, followed by pressing and quickly releasing volume down, and then holding the side button until the Apple logo appears. You want to make sure to ignore anything else you see on the screen while holding the side button and it may take up to 15 seconds to see the Apple logo while holding the side button.

Force restart iPhone - Apple Support

The only other thing I can fathom that would be related to your Apple Account is when it downloads the data, it fills your device storage causing the device to glitch. Check your storage at Settings > General > iPhone Storage, and it is recommended to have at least 1GB free and some will say 10% free space.

Sorry I could not be more helpful, and if you have identified that it is only related to your Apple Account, then I could only suggest to create a new one. This is definitely not ideal as you would lose your purchases, but your data such as Photos and Notes can be archived before hand to be added to your new account. Using a computer is easier to save your data, but it is possible to do with a storage device.

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Answer 2

Apr 24, 2025 2:30 PM in response to wintrbelle

You have not identified any specific problem you are having with your new phone. You are certainly free to choose any phone you wish and if you think Android is going to be free of problems, you may want to check out the Android Support site. Ironically you will see similar posts over there saying they are experiencing problems and are switching to the iPhone.

https://support.google.com/android/?hl=en#topic=7313011

If you want any assistance from this support site, you will need to provide more details on the issue and if you have updated to the latest iOS version. There are several reset options you can do and the most drastic one is a complete restore without restoring from a backup. This is hardly ever needed, but is the last resort. Screenshots are helpful to visualize what you are seeing.

Millions of people are using the latest iOS version on many different hardware devices that are not experiencing a problem, so I doubt this has anything specific to the latest iOS version. If it was a software issue, you would surely see these sites flooded with the same problem you are experiencing.

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Answer 3

wintrbelle Author

Level 1

24 points

May 26, 2025 9:50 AM in response to Mac Jim ID

I just got another iPhone 15 Pro to replace my second malfunctioning one. Apple support didn't have me use my Icloud to sync it. Instead they only used the things from icloud that my phone remembered (such as my photos and contacts) once I signed in with my apple id. For the rest of it we downloaded each and every app again and set up all the settings one by one.

Despite this my new phone is now malfunctuning. The apple senior advisor who has finally taken the time to research all the support requests over the past year and a half has decided to work with me on all of it so that I don't have to keep starting from scratch. My understanding from her (although I may be getting some terms wrong because I am not technical) is there must be a problem in the software somewhere that is being pulled over from my data. I have been spending about 10 hours a week on the phone with apple support, but the issue never gets resolved.

Here are some of the issues:

Only responds to touch intermittently. Will have to touch a "button" 3+ times often before it will respond, or I will have to close out of the page and come back.
Sometimes the buttons, such as send, disappear off the page completely and I have to close out of the app and come back. This happens multiple times a day regardless of when the phone was restarted.
Yesterday spontaneously deleted everything I had just written using talk to text.
Some of my texts are not going through.
The screen will sometimes glitch and look as though it is getting hung up when scrolling.
The phone stayed in sleep focus when it was supposed to stop at 8am.
When I go to hilight text, sometimes it bounces to another position and won't let me hilight the area I want. And this can happen repeatedly.

These are all things that have been happening on the new phone only using it for about 1-2 weeks.

I am attaching some examples, but I can't attach others because they show my personal information.

you can see how the page is distorted

""C:\Users\wintr\Downloads\ScreenRecording_05-20-2025 19-52-04_1.MP4"

I tried to include some screen recordings but it won't let me.

I don't know what to do at this point. I have already spent over 50 hours with apple support. I don't know if there is a way to upload my data to Google or something and then if I need to create a new apple id and try to put my data back on not using anything apple or icloud related since that is the problem. Or if I need to give up and go to android because I don't have 10 hours a week to work with apple support to try to figure out what is wrong.

If I do go to android, will I still be able to view and have the same amount of parental viewing, details and control that I have over her iphone?

Thanks for anyone's help or ideas.

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Answer 4

May 26, 2025 10:41 AM in response to wintrbelle

It is important to separate the problems you see only when using third party apps as those issues cannot be resolved by Apple and will need to be updated by the developer of the app. Yes, some apps are very glitchy and Facebook is a perfect example where some updates by Meta has caused significant problems that has nothing to do with your phone or iOS. Eventually Meta resolves an issue, but others may also show up in the app. The same problems for third party apps are seen over on the Android Support forum.

The screenshot you posted is not a phone or iOS issue, it is entirely the problem of the app developer. Contacting them for assistance is your only option and not something Apple can fix.

If you want to explore specific issues that are not third party app related, you can do that here. It is difficult to determine from your list, which apps you are using. The one specific iOS related matter would be sleep focus not turning off when it is supposed to. You would need to provide screenshots of your focus settings and it would be helpful to see when it is still on after that time.

As for Parental Control, everyone in the family plan will have to be using either an Android phone or iPhone. Parental controls on Android are not viewable on iPhone and parental controls on iPhone are not viewable on Android. If you choose to go to Android, then you will also need to get Android phones for your family members.

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Answer 5

wintrbelle Author

Level 1

24 points

May 27, 2025 7:49 AM in response to wintrbelle

Thank you for your response. Seperating the issues out, the main issues that are the iPhone itself are the fact that the new phone does not respond to touch a large part of the time, despite being cleared of hardware issues. It only started after I signed in with my apple id and once I started to use it, ie downloading apps, etc. It started not responding even as I was using it just trying to set up settings and download apps.

Secondly, the phone cuts out intermittently where I cannot hear the other person speaking. It also makes a weird sound on the audio itself as though it is having a problem.

Both of these are not related to anything third party. These things only happened once we signed in with my apple id and used the things associated with my apple id to download things it remembered from my cloud, w/o actually restoring from the cloud. Thank you for being understanding as I try to describe in detail, remembering that I do not know technical lingo so I will probably not use the correct terms to describe

So is there anyway to not lose all the data on my phone, and be able to have my pictures, notes, etc. on my phone, when the issue seems to be tied to using my data, even if not restoring from the cloud and even after wiping the new phone of my previous software and downloading new software from apple/the computer.

I am not trying to leave apple, but apple support has been unable to resolve this in the past 6 mos spending over 40 hours with them. I don't have hours each week to spend with apple support. I need a solution that can fix this so I can move on.

Thank you in advance

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iPhone 15 Pro malfunctioning even after replacing and reseting/restoring new phone multiple times

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