iPhone X touch screen not working

Hey, that may not be true. From what I've seen (I had mine replaced):

1. The store (I bought mine online and went to the one closest to me) should be able to help you find and reserve a new one. I brought my phone in and showed them it didn't work in order to get authorized for a replacement. Although they did not have an exact same phone in stock, they were able to locate and reserve a replacement for me at another store in LA. I only had to drive 20 miles to that store and gave my name to the check-in person (the one with an iPad out front). I waited for 5 minutes before somebody came to me with a new phone to exchange. They can do this, and maybe you need to insist that they help you. It's a new phone - It's their responsibility to give you a product that works!

2. I believe replacements are in a different packaging from what one would get if they were to buy a new one. The box they brought to me was a plain white, small, flat cardboard box that only fit a phone and no other accessories. Definitely not retail packaging. They're just lazy and brushing you off if they tell you that you need to proceed as if you were getting a new phone. You do not deserve this!

Mark is absolutely correct. My saga has finally ended on a bitter sweet note. After carrying around a dead phone for over a month (due to my travels) I was finally able to exchange it in Dubai. Cannot speak higher of the team at the Apple Store in the Emerites mall. They took care of my issue right away and had another phone on the table before I could finish explaining my issue to them. My “bitter sweet” moment has to do with the fact that since I replaced my phone in Dubai, it has no FaceTime (not allowed by law here in UAE). Not the optimal fix which I had hoped for, but a solution all the same. Good luck to all, but as this has been mentioned countless times, make an appointment through the Apple support app (or call), take your phones on and get them replaced. Apple is very aware of this as I have received calls from their engineering staff. They are working to reach out to everyone on this forum and get their feedback.

If you have another IOS device, log into the Support App. Ask for an appointment at the closest Apple store (Genius Bar). Your phone will get replaced immediately if it's a hardware issue, once Apple determines it's a faulty device. Its a pain in the a##, but you'll be taken care of. Trust me, been there, done that.

I don’t think there is any product that would garner such patience and understanding fresh out of the box. A software problem would be widespread and not have such a small footprint. I did all those steps as well and it did stop for a week or so but the problem would invariably return. What began to open my eyes is when I would video these problems with my wife’s iPhone. That put it into perspective and also served to streamline the exchange process. Apple will switch out your iPhone after you have done these trouble shooting steps and still have these problems.

I wiped out the phone, starting fresh three times. Did not fix it. Did not even get past the Hello screen. Software or not, with a phone this new, users should not have to troubleshoot themselves to death. The only solution is to get a replacement. Those of us that got ours replaced (that I know of) never had problems. I was able to use my latest backup, the same one that did not work on the first iPhone X I got.

Make an appointment with Apple Genius Bar. The same happened with me and they gave me a new phone that day. The store I went to didn’t have a replacement, so they reserved one at another Apple store, I walked in, gave them my name and I was good to go. Got my replacement and it works fine. Brand new.

Hello Hopeless Friends,

I never reply to forums like this and always stalk for answers without contributing, but today is my day - I have a solution to this that worked for me. It may be a longshot for some, but for others may be a lifesaver.

My screen too became unresponsive (facescan didn't work either) for no apparent reason. Not too cold. Not too hot. Just stopped working. Hard reset did nothing.

My solution came when I was on my way to the Apple store - I told my wife, "Well, I won't be able to call you or pick up your call since I can't unlock my phone to answer." LIGHTBULB. My phone always connects to my car via bluetooth automatically (this probably won't work if you don't already have an existing connection to a bluetooth device) - I got in my car, turned it on, phone connected and I dialed my wife via dash prompts in the car (may also work with an incoming bluetooth call). Once my wife picked up, while still in the call, I was able to use the touch screen on my phone again. Everything worked completely normal. After the call, everything was still operational. No issues so far - will keep you posted. Currently updating the OS/backing up.

Hope this information helps!

Patrick

TLDR; connected to bluetooth in car, made a call, started working again.

The trick is to be patient - it's clearly a software bug and not a hardware issue. I first did a hard reset by using the tip above... quickly press the "volume up," then "volume down," then hold down the power button until the phone cycles. You may have to do this quite a few times (the first time it happened to me I had to do this 6 times). Eventually I decided to completely wipe the phone and restore it from my iPhone 6s backup (which was only from yesterday morning). After this complete reset I haven't had any issues.

I bought my phone from Verizon online through an installment plan. Apple said it doesn’t matter where I got the phone or if I was on the installment plan. It was a quick 5 minute process to exchange the phone. The Apple staff looked at my phone. Tried to use the touch screen. Didn’t work, he walk to the back to look for replacement, out of stock, so he went and found an Apple store with the same phone in stock, reserves it and told me to go pick it up there. I drove to that Apple store, walked in, gave them my name, they came out with the new phone, took my broken phone, and I was out the door.

Hi, update the latest software by using the cable. Or quick press volume up and after volume down and hold the power button. Your phone will shut down. Plug the cable and connect to the computer. Download and restore the latest software. Keep the phone until battery dies. Plug to the power and charge it. That’s what I did. Now my phone is working.

Get on the support app and make an appointment at an apple store, or an apple authorized service center. If you are near a store, replacement should be on the spot. If you are not, it should take about 10 days to get it into service and back to you. Good luck.

I did just see there is a new update iOS 11.1.2 that should fix that issue

Most of these failures are due to hardware glitch, an update doesn’t solve this problem. Apple will exchange affected users with a new iPhone X. Mine just got the replacement unit today!

I having exactly the same issue. And my options were pretty much the same. The only thing that works to correct it is to do a complete restore in "dfu" mode when connected to my computer. It didn't work all day Friday, worked all day yesterday with no issues and this morning was not working again. I tried up and down and side button reboot but nothing. Had to do a full restore which leads me to believe it is a software issue. If it was a hardware issue reinstalling the software wouldn't make it start working. I have an appt. with Genius on Tuesday hoping they can resolve as I am not putting a $1259 dollar hold on my card for a brand new phone that doesn't work. There are many others with the same problem, we are not alone. Hoping there is a software fix before I go on Tuesday. The other option was regular phone replacement which is looking like a 2 week process not cool for someone that got up at 3:01 am to order. I am guessing they have a few on hand at the store as this is slowly becoming more prevalent. If i don't walk out with a new phone then I'll start with social media and see if that speeds them up. Lets call this ScreenGate.

AT&T tried all of those methods. But still didn’t work. Was on the phone with Apple for 2 hours and could t get it to work. But they wanted me as the Guinea pig. So they asked me about 40 questions. But the phone was still broken. Bought online from AT&T and they stated I had to send it back to them and when they receive it a new phone will be shipped out. I tried to go I to a Apple store first and I a. Glad I did. They gave me a new X phone within. 3 minutes . I just hope this one works