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Payton Garner Author

Level 2

371 points

iPhone 6 Plus Crashing (a lot)

Hi All,

I was hoping for some very detailed advice on getting my iPhone 6 Plus to stop crashing. It's happening many times per day and almost makes using the device futile.

When it arrived, I backed up my old iPhone 5S to iTunes (encrypted) and then restored that backup onto the iPhone 6 Plus. During the restoration everything went smooth, but after it rebooted and began syncing the apps back over, I would hear the phone ping (charge sound) and syncing would pause for a moment. Turns out it was having a mini crash and the Apple logo would appear for a few seconds, then it would start syncing again. No problems or errors were produced on the iPhone or iTunes.

Once restoration was complete (iOS 8.0.2), all of my stuff was there and iTunes still reported 0 errors. But as I used the phone, I would notice some weird stuff:

1) Swiping between app pages quickly would cause the same mini crash and the Apple logo would appear a few seconds before the phone came back up.

2) After launching an app a few times, the "preview" iOS shows when zooming into the app would become the app icon itself (rather than a preview of the app). This would happen for all apps when entering and exiting.

3) Some stock apps (like Calendar) would be missing their icon altogether.

4) The dark area representing a folder would disappear and the tiny icons just looked as if they were floating.

5) Lots more crashing (when using Siri, when just in my pocket, etc).

If you're still reading this, it's obvious I have a problem in my backup that is causing springboard issues (or something). The obvious solution is to restore the phone to factory settings and not reapply the backup, but I have valuable text messages dating back to 2007 that I'd really like to retain. Keeping that in mind, here's what I've tried:

- Restoring from the same iTunes backup again

- Turning off "Documents and Data" in iCloud

- Reset all Settings

- Reset Home Screen Layout

- Restore from slightly older iCloud backup

- Reduce the number of apps being synced over

When I setup as a new phone after restoration, the problem does appear to go away (in the brief amount of time I spent trying to crash it). I really just need some troubleshooting advice I haven't tried that would (at a minimum) allow me to retain the text message conversations and related media (picture and video messages).

Any thoughts that could accomplish this or information on what this problem actually is? I'm willing to supply logs, etc, if that would be useful.

Thanks very much!!

Payton

iPhone 6 Plus, iOS 8, iOS 8.0.2, 128GB, Space Gray

Posted on Sep 27, 2014 10:35 AM

160 replies

Biztex

Level 1

5 points

Oct 6, 2014 2:12 PM in response to Payton Garner

Same issues here with the 128 plus.

*iPhone 5s 64 with 1812 apps restore from iCloud after IOS 8 would only download partially and hang (common and solved before by finding which app is hanging it and deleting but not always so easy to do)

*Made two attempts and moved on since new phones were coming. This has been an issue forever with the amount of apps I have so was normal behavior. I knew I could always sync the apps if I downloaded and paired to a computer.

*Received 128 6 and updated from cloud from 5s backup. Went smoothly on first try and downloaded with just a little coaxing (reboot and manual touch for remaining apps to turn to waiting and start install). Total time from 0 to fully installed about 48 hours.

*In the meanwhile readied new laptop with full download of all apps and consolidated libraries and backups. Did not want to wait a day for the download and wanted this to feel fresh. Using iTunes 11.4

*Backed up iPhone 6 directly.

*iPhone 6 plus arrives 7 days ago. On disk restore fails. Boot loops. White apple black screen / black screen. Not a big deal but now 7 days later and near non-stop synching and trying other things very frustrated.

*Tested from on disk backup from 5s, same problem. Sometimes the phone would stay on for a few minutes before going into the loop though it would freeze.

*Tested from iPhone 6 iCloud backup, same issues.

*Tested from iPhone 5s iCloud backup, same issues

*Consolidated split itunes/icloud accounts and repeated steps to restore. Same results.

*Reinstalled OS on computer and tried again. Same issue.

*Updated to iOS 8.02. Same problem

*Updated to iTunes 12. Same problem

*Updated to iOS 8.1 Same problem

*Tried to update from a windows machine. Same.

*After 4 days called Apple and got this escalated (support engineer said to call back if I still have issues) [Brian/Bryan 877-203-0418 x1162186]

*He gave me a decent tip which was to try and set up as new and synch all the apps. This works fine despite having to select my well over 2500 apps in my library (even though I only want 1812) and the difficulty of sorting (iTunes 12) through installed vs uninstalled.

*Restore on top of this (has to be on-disk restore since iCloud requires wipe) DID work as he promised... the apps just showed up. It was awesome for about 2 minutes then the crashes came back.

*I recommend calling him and referencing this same post if your issues match mine.

*New plan to restore from iCloud and then sync. Did this with both a backup from the 6 and from the plus itself.

*Interesting that after first restore its good... and I can even get most of the apps synched (record is 1789 of 1812).

*However... the first synch always (in both modes) separates ALL of my folders and strews the apps around (elaborate folder structures is the main reason I am going through all this in the first place). Even after this everything works fairly well. Its awesome....

*Until I restore any previous backup (including the on-disk save of the iCloud restore that IS the exact one on the phone, pre folder chaos of course) and then... back to endless boot loops.

NOTES:

*Zoom vs no-zoom had no effect. I know this affects some users. FYI the same apps and same setup on the iPhone 6 have been decent with 'only' a crash or two a day. However they are always quick recovers and not that crippling.

*My gut says that this is NOT a hardware issue.

*I have NOT tried to do a full iCloud restore since that would both stop my testing for 48 hours until restore and its a pain because I know there will be apps I have to coax to install AND I have this deep down fear that a sync will ruin all this as well.

*I have NOT tried to restore from an on-disk backup to the iPhone 6 because I fear it will catch the same disease and leave me phoneless 😉 though it does synch and backup normally.

Oct 6, 2014 2:20 PM in response to Payton Garner

I would take iphone back to Apple Store or the store where it was purchased for for exchange or refund I have no problems with iPhone 5s & 2 iPads all running iOS 8.0.2 Bsydd uk

JasHayre

Level 1

7 points

Oct 6, 2014 2:58 PM in response to Biztex

Excellent post. Thank you for sharing.

I too am in discussion with Apple, and will report anything new I discover.

For now, I believe the problem is limited to (or at least most apparent on) the iPhone 6 Plus 128GB, if a large number (1,100+) of apps are installed.

Notably, exactly the same number & selection of apps, also on the same iOS, on my iPhone 5 64GB never crashed.

JasHayre

Level 1

7 points

Oct 7, 2014 1:39 PM in response to JasHayre

Is there anyone who has experienced this crashing, who has less than 750 apps on their phone?

Just asking because it would disprove my theory that it is related to having "too many" apps.

Oct 7, 2014 1:48 PM in response to Payton Garner

If your new iPhone 6 is not working take to Apple Store for Replacement or refund I would not buy IPhone 6 my iphone 5 s runs 8.0.2 no problem at all. Bsydd uk

urikxxx

Level 1

0 points

Oct 7, 2014 10:18 PM in response to hanodaw

And so,in IOS 8.1 beta 2 has not fixed the problem!The engineers of Apple,fix this bug!!!

Oct 9, 2014 12:02 PM in response to Payton Garner

My space grey 128g iphone 6 plus crashs everyday. It's really annoying... Does it have someting to do with the 1g ram? Would be better with 2g ram for the high resolution on the plus.

JasHayre

Level 1

7 points

Oct 9, 2014 12:31 PM in response to deathvgrip

I don't believe it is a lack of RAM. I am almost certain it is an iOS bug.

Oct 9, 2014 12:55 PM in response to Payton Garner

Anyone who has the new iPhone 6 should return IPhone to Apple Store if they are having A lot of problems. My IPhone 5s and my 2 iPads all work fine on iOS 8.0.2 no problems. Bsydd uk

JasHayre

Level 1

7 points

Oct 9, 2014 1:01 PM in response to Briansyddall

That doesn't help. We know it is an iPhone 6+ 128GB issue, but we also suspect it is an iOS issue.

I know it works on iPhone 5. I, like everyone else, have upgraded from a (non-crashing) previous device. My iPhone 5 is running iOS 8.02 and has the same number apps, but does not crash.

Payton Garner Author

Level 2

371 points

Oct 9, 2014 1:06 PM in response to Briansyddall

Thank you, Brian. You have posted the exact same thing three times now in this thread...

I would take iphone back to Apple Store or the store where it was purchased for for exchange or refund I have no problems with iPhone 5s & 2 iPads all running iOS 8.0.2 Bsydd uk

If your new iPhone 6 is not working take to Apple Store for Replacement or refund I would not buy IPhone 6 my iphone 5 s runs 8.0.2 no problem at all. Bsydd uk

Anyone who has the new iPhone 6 should return IPhone to Apple Store if they are having A lot of problems. My IPhone 5s and my 2 iPads all work fine on iOS 8.0.2 no problems. Bsydd uk

If you actually have anything useful to say, don't hold back. Otherwise, please stop posting the same exact thing, as it's not helpful at all.

Payton Garner Author

Level 2

371 points

Oct 9, 2014 1:12 PM in response to Payton Garner

To reiterate my October 4th post, I have solved the problem of crashing for myself. (not sure if this will work for everybody).

I simply restored from the iTunes backup (iPhone 5S 64GB) onto my iPhone 6 Plus 128GB and cancelled the backup once it started to prepare the apps for syncing. This left me without my apps and the organization I had created, but once I started downloading the same apps from the App Store, their stored content (i.e. app data) came back.

Evidently the app data comes back over during the first part of the restore, so once the app was downloaded, the app data was already on the iPhone. Just having to reorganize everything now. But I've only had one crash since and I was having them back-to-back before.

JasHayre

Level 1

7 points

Oct 9, 2014 2:06 PM in response to Payton Garner

It will be interesting to see if your phone continues to be crash free when all the apps and data are fully installed. And if it can run 2-3 days without crashing. That would be a fairly conclusive fix.

However I have a nagging doubt that this will not work. I hope of course that it does.

Mine was crash free for almost an entire day yesterday, for no explicable reason.

Oct 10, 2014 4:04 AM in response to Payton Garner

I have read about such a try in another forum.

And I hope it will solve the problem for you.

But I´m convinced that this will help just temporary.

tkwlee

Level 1

12 points

Oct 12, 2014 8:54 AM in response to MarcOliver

I have emailed this thread to Tim Cook but no reply from Apple. Will the staff of Apple read this thread? The crash is a bit annoying...

iPhone 6 Plus Crashing (a lot)