Level 1

85 points

iPhone 6 plus rear camera blurry/wobbly (not focusing)

iPhone 6 plus rear camera is not focusing, won't remain stable and is blurry no matter how still I get whether video or picture. Automatic or manual focus not working either. Front facing camera works fine. Seems OIS isn't doing anything but making it worse.

Here is a photo(below) taken while completely still that never focuses automatically or manually and is vibrating vertically as if taken in motion.

Videos become wobbly and out of focus. Link: https://vid.me/Nxh

Steps I have taken:

1. Closed all apps and forced reboot of phone.

2. Reset all settings.

3. Restored phone to latest 8.1 software and set up as new phone.

Results still the same even if I use 3rd party camera/video app.

iPhone 6 Plus, iOS 8.1

Posted on Oct 20, 2014 8:58 PM

175 replies

oneZer01 Author

Level 1

85 points

Nov 1, 2014 11:48 PM in response to gaurav2508

It was absolutely a hardware issue and they only replaced the camera on my original phone. If you ever go to an Apple store for repairs you will have to sign a couple of things acknowledging those repairs to the device. The camera replacement cost $59 but since I'm still covered by warranty obviously it didn't cost me anything. I also found out from the guy working there that they apparently have quite a few issues with the iPhone 6 plus camera, that OIS device going bad so basically don't be surprised if it happens again.

Also, you are covered under the regular 1 year warranty and unless you talked with a complete fool, you can get your phone fixed at any Apple Store so long as the phone is yours and they don't need to replace the entire phone. They will only replace the phone if they don't have actual techs that can fix it, a lot of the stores don't have parts or equipment either. Or they may send you a replacement if none or in stock.

Nov 2, 2014 1:28 AM in response to oneZer01

Thanks for the reply. I actually spoke with 3 different people and they all told me that since its a device from a different country, the policy is to not touch it. I was surprised to hear that and told them that this policy could be due to the differing LTE bands in different countries. But since this would be a camera replacement, it wouldn't matter if the LTE bands were different. But they refused anyway.

The last option I have is to take it to a 3rd party vendor. If I'm sure it's a hardware problem then it's just a case of having to pay for it. But I wouldn't want to do that till I'm sure it's hardware and that its my last option. Is your phone fine after the change? Unlike Scott who needed to get a new one again!

hec13

Level 1

4 points

Nov 7, 2014 8:17 AM in response to oneZer01

I am having the same issue with my new iPhone 6 Plus - 128 GB device. I've noticed slow focus when taking pictures as well as auto-focus issues especially during videos. I am on hold now to speak with Apple Support. For the price of this device, I would expect a new replacement promptly. I'll repost with updates on resolution steps taken.

Blurry video iphone 6 Plus

http://youtu.be/x6AXY9Makqg

Nov 7, 2014 9:13 AM in response to gaurav2508

@gaurav2508 - I live in Canada. Not sure if I could be of any assistance and help you out. Let me know if you think of something.

Nov 7, 2014 11:01 PM in response to goldenpath

@Goldenpath - thanks for offer, though im not sure how you could help. Especially since im located in another country(India). The only think i can think off is if you can find out from a local store if this is a common issue stating you know someone with this issue who is no longer in Canada.

@Hec13 - would appreciate if you let us know of any updates to your situation.

@Onezer01 - can you tell us if the replacement camera is working fine and have you faced any issues since?

Nov 8, 2014 12:25 AM in response to hec13

I've been having the exact same problem on the exact same device.

Did Apple fix the issue & replace your iPhone?

I sorta have the same problem as gaurav2508

Got my iPhone through the US Online Store but live elsewhere in the world.

My only option would be to ship it back & hope they replace the device.

oneZer01 Author

Level 1

85 points

Nov 8, 2014 3:54 AM in response to gaurav2508

The replacement camera is working fine so far, no issues at all. But, I haven't been doing any heavy extended driving as I was when the problem first occurred.

I would like to know if any of you have had the phone during extended drives, jogging or any other activity that might cause lots of vibration!

Best option for those who bought their phone from another country is to ship it in to Apple for repairs or replacement.

If I do have any issues again, I will update as well. Sadly, a friend of mines uses his camera more often and under extended driving with the same problem. 😟 Between the 128GB model having memory issues when close to full and the camera failing, this unfortunately looks like its going to be a bumpy ride for us.

hec13

Level 1

4 points

Nov 8, 2014 5:19 AM in response to hec13

Update:

I spent 2 and half hours on a call with Apple Support.

Steps taken:

- described issue

- noted this thread for reference and link to video example

- backed up iPhone to desktop

- reset factory settings

- replicated blurry / jittery photo and video

- full restore

- replicated blurry / jittery photo and video. Video ranges from very subtle focusing issues to extreme example as shown on video

- Apple approved to replace device and ship through Express shipping because I am over 4 hours away from the nearest Apple retail store.

Once I receive replacement device, I will test for one week and report back.

The purpose for noting the steps is to show for this issue that it is not a software problem and resetting to factory is unnecessary.

Nov 8, 2014 7:26 AM in response to oneZer01

I'M someone who uses the camera very often. So it's really frustrating not being able to. I've called up apple support here and even visited the service center and they've refused to do anything. Shipping to the U.S. is an issue as shipping costs are extremely high and I would need pay custom duty for no reason. If anyone can get me the contact details of someone at apple, I would really appreciate it.

Also for for information purposes, I had not undertaken any long car journey. The camera was working fine one day and not working from the next. I've done all the usual, Restore from backup, setup as new, reset settings, reset all data, restore from dfu mode(suggested by Apple Store). It's definately a hardware issue and that leaves me stuck!

oneZer01 Author

Level 1

85 points

Nov 8, 2014 9:51 AM in response to gaurav2508

I'm lost as to what exactly is happening with your conversations with Apple.. It doesn't matter where you purchased your phone, its an Apple product period and its under warranty so by law they must repair or replace phone at their expense if its a manufacturers defeat. I want to see the chat log as to what you're being told from the Apple genius techs.

If you have internet access on a computer, don't use phone, go to the contact page http://www.apple.com/support/iphone/contact/ and select get started under Apple Support > Service requests and troubleshooting >The Topic is not listed > type camera not focusing and it will ask a few questions, eventually you will get to a screen where you can select "chat" online. I want to see what they tell you, this way you have some sort of proof as to what going on or record your phone call with them.

Nov 8, 2014 10:19 AM in response to Bstarr119

I had the same issue, and went to applestore today. They just put a new camera in it, and then they replaced a new screen to, because he could see a tiny micro scratch. so that was a super service. So it looks like you have to go to apple and talk to them.

Nov 8, 2014 11:50 PM in response to oneZer01

i had done exactly that. I did chat with them but did not think about saving the chat conversation. I used the phone to log the request and chat with them. They sent a link that created a ticket number and then sent some diagnostic data to apple. Their site clearly mentions that they "may" provide service in an alternate location. So they are not obliged to do so. have spoken to the service Center again and asked them to reconsider. asked them to connect me with a supervisor. Have arranged a walk-in tomorrow. Let's see. Will keep all of you posted.

oneZer01 Author

Level 1

85 points

Nov 9, 2014 2:51 PM in response to gaurav2508

Well, this is extremely confusing as I've never heard this happening to anyone on a device. Get someone to go with you who can video record your experience and make sure to let them know you will be uploading this online or at the very least record the conversation, will change their tone in an instant. That proof will certainly get attention and help us understand what is going on because this is very interesting and unheard of. Also, the mention on the site about they "may" provide service in an alternate location is pertaining to a location other than an Apple store i.e. 3rd party locations, not whether they will fix your device, you are protected under law on that one. Your device is under warranty, simple as that, not to mention you haven't damaged your device or shows any signs of misuse. Talk with the manager if need be and be sure you don't leave until you're device is repaired/replaced or a sufficient outlet on procedure to send it in to Apple at their expense.

I also would like to know why you bought such a device outside of your home country and then you can use it in that country? Not trying to point fingers or blame, but I hope this will be something you consider in the future when buying such an expensive device you will be using extensively.

Nov 10, 2014 12:13 AM in response to oneZer01

This is what the Apple site states -

IMPORTANT RESTRICTION FOR iPHONE AND iPAD SERVICE.

Apple may restrict warranty service for iPhone and iPad to the country where Apple or its Authorized Distributors originally sold the Apple Product.

I spoke to the supervisor at the Apple Service center today and he told me that they can't do it. I explained that i don't need the entire phone changed and that changing the camera should solve my issue. And since the camera is not connected in any way to the LTE capabilities of the phone, it would not matter where the phone was purchased. I have written to him on his official id and asked him to initiate approvals from his supervisors asking for permission to repair my phone.

oneZer01 - I had a friend who was traveling to India and has asked him to purchase this for me. The phone usually releases 2-3 months later in my country and this way i could have the latest device sooner. I also use the phone camera quite a bit for photos (i'm an amateur photographer) and send these photos for competitions etc. There was an upcoming contest so I though having the latest and the best might make a difference to my submission. I did not anticipate any issues as I have had a new iPhone every year since the iPhone 3G and never faced an issue. This experience has taught me though and I am sure never to purchase another Apple product from outside the country.

oneZer01 Author

Level 1

85 points

Nov 10, 2014 4:54 AM in response to gaurav2508

Wow, I must have been looking in the wrong area, but this still presents an issue because what is their reason for not wanting to honor the warranty in your current country, they need to give you a valid reason at least. Also, I guess you will have to contact and mail your phone to the service center in the country where you bought this. Also, are there any 3rd party authorized apple repair locations where you are now that fix iPhones, there are a few where I live but you will have to pay for the repairs yourself though, $59U.S. for the camera and whatever their labor charges may be. Also, did you ask if you could pay for the repair yourself at the Apple store or are they saying they won't do it no matter what?

We're in the same boat, I've also owned all the iPhones since the 3G and have never had an issue until now. I certainly hope this isn't a sign of things to come, but its quite unusual because the iPhone 6 is having more problems than any of their previous devices. 😟

P.S. The iPhone camera is extremely good but it still doesn't have the capabilities and quality of a standalone device, even a $100us camera will take much better photos, especially for a contest.

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iPhone 6 plus rear camera blurry/wobbly (not focusing)