You can make a difference in the Apple Support Community!

When you sign up with your Apple Account, you can provide valuable feedback to other community members by upvoting helpful replies and User Tips.

💡 Did you know?

⏺ If you can't accept iCloud Terms and Conditions... Learn more >

⏺ If you don't see your iCloud notes in the Notes app... Learn more >

Looks like no one’s replied in a while. To start the conversation again, simply ask a new question.

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

Reply
160 replies

Oct 12, 2014 10:26 AM in response to tkwlee

Ithinkit's all the same!I haveterribleglitches,andIOS8.1beta2 is notasunaffectedfor the better!Urgent need to release acritical updateIOS!!!This appealdirectly toTim cook!Ido not changetraditionsusetechnologyApplesince 2007,sincethis isthe first timesucha serious problem!I lostthese problems are verymuchinformationvaluable to methat Ihad been savingsince 2007!

Oct 13, 2014 1:07 PM in response to tkwlee

They are in Settings, Privacy, Diagnostics.


If you sync with iTunes, they transfer to your PC.


On a PC, open Windows Explorer, and navigate to the following: C:\Users\ user name \AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice\ device name \. In the Device Name folder you will find all your Crash Logs. Copy your Device Name folder to your desktop, then compress it into a zipped folder so it is small enough to send to Apple.

I have no idea about Macs, but it should be similar.

Oct 15, 2014 2:58 AM in response to Payton Garner

I received my iphone 6 plus today. I spent the evening downloading apps as a new set up instead of restoring from my 4S. Near the end I had a problem with itunes sync. It somehow added mail accounts from .me and the settings app wouldn't stay open and give me settings control. I searched everywhere and there is no answer. I started a restore which takes forever.


I fiddled around and tried to swipe airplane mode and a freakin miracle happened; I got the settings to stay open. I went in and deleted all the mail accounts that weren't Exchange accounts, and signed out of the icloud account. I stopped the restore and my settings button is stable now and not crashing.


If you can get control by swiping the airplane mode button you maybe able to then go in and try reverse engineering the issue that started the loop. Whether it is music account, email, or other apple ID conflicted application. With some more down loading, updates and back up. My phone has remained stable and not crashed.

Oct 15, 2014 9:03 AM in response to Payton Garner

I have an iPhone 6 64GB iOS 8.0.2, and when I first got it, it wouldn't download my old iPhone 5 backup, so I set it up as a new iphone, manually downloading just my most important apps... no more than 30. It would every once and then reboot out of nowhere, when using it or when not using it. It would continue to reboot and crashing with the red screen of death and blue screen of death.


Then last night it spent all night rebooting on its own and crashing, so this morning I put it in recovery mode and tried to restore it.


Now I just get the 4013 error which says the iPhone can not be restored. Now its stuck in recovery mode and have tried many times to restore it via iTunes, and still get the error and can not restore my iPhone.


What else can I do???

Oct 16, 2014 11:52 AM in response to Payton Garner

So far the solution of partial restore/cancel and then sync is the only way to keep the phone stable but we are still in limbo over here however since the most important piece of data to me is not the data (can be retrieved otherwise) but the app organization itself which is extremely time consuming.


I have added the following steps in the past week...


*Cleared all iCloud backups, switched fully to new iCloud account and performed fresh iCloud backup after some app reorganization done through iTunes on the iPhone 6. There were some minor issues with the first uploads but once deleting the older versions things went smooth. The iPhone 6 has the complete amount of apps and everything has restored fine.

*Restored from iCloud to the 6 Plus 128 and a fair amount of stability. Once the apps were having trouble loading (at 150ish) however device was rebooted and ended stuck in boot loop.

*Wiped and updated to newest 8.1 and repeated this time leaving the restore overnight before entering the 2nd step of restore (phone setup). More apps downloaded but same behavior. Note that other than hangs and crashes on opening apps etc. there is a glitch that becomes apparent in the keyboard where the keys when switching case or to #'s show blank or with question marks. It is almost as if somehow the restore to the plus is overwriting some core system files.

Oct 16, 2014 12:04 PM in response to Biztex

After trying yesterday more than 20 times to restore it, with freshly downloaded 8.0.2 firmware, it finally could be restored. Didn't download my iCloud backup, and just downloaded two apps, whatsapp and facebook. I left the phone charging and went to sleep. This morning it was again restarting itself again in a loop, and saw many red screens, so I just turned it off.


I've tried to turn it on a couple of times today and it just keeps on crashing, restarting and red screens.


I have an appointment this sunday in an Apple store, so maybe they will exchange the iPhone.

Oct 16, 2014 2:06 PM in response to JasHayre

I cannot stress enough how important it is that all of you report the issue to Apple technical support. Insist on deal with a Senior Advisor.


I am dealing with a dedicated senior advisor regarding my issue. He is one I sent my crash logs to. He is also the only person I now deal with about this issue - saves having to repeatedly explain the problem to new junior advisors who will simply run through the standard trouble shooting script with you. He is also the person who is liaising with the iOS software engineers.


The other thing is that if you have your phone swapped out for a "new one" at an Apple store, you are getting a refurb device (like my phone when it is returned to Apple, will be check and given to someone else).


Dealing with Apple support at a senior level means you can ask for a BRAND NEW factory phone to be sent to you, from China.


Apple have not had many of these reports at that level. My advisor was unaware of a single similar complaint to mine.

iPhone 6 Plus Crashing (a lot)

Welcome to Apple Support Community
A forum where Apple customers help each other with their products. Get started with your Apple Account.