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iPhone X touch screen not working

My new 256GB T-Mobile Spay Gray iPhone X has a non responsive touch screen. After initial boot up, I could not swipe up to begin setup. After numerous resets using volume up, volume down and then holding side button, I was able to use touch screen and start setup process. I then had numerous issues during setup (slowness, iCloud backup restore failure, freezing). Did an erase and reset up via Reset in Preferences > General and everything seemed to start working normally. After about 6 hours, the touch screen stopped working again. Have not been able to use phone again even after a erase and restore in iTunes.


Local Apple stores have no stock for replacement, AppleCare wants to put a $1150 hold on my credit card to ship an advanced replacement or have me send this one back and wait a few weeks for a replacement. None of these are good options si Co I already traded in my iPhone 7.


Anyone else having touch screen issues or is mine a one off lemon?

iPhone X, iOS 11.1

Posted on Nov 4, 2017 11:23 AM

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Posted on Nov 5, 2017 1:14 AM

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.

190 replies

Nov 30, 2017 10:09 AM in response to Thomas Gaynor1

Just got my 64GB from Verizon and I'm having similar issues where button presses don't work at all or with differing effect. I'll try closing the app, powering off and back on, etc. where the phone may work temporarily but it starts up again at some point. I live in Houston and may go between AC/Heat and the outdoors, but the temperature swing is never greater than 10 degrees Fahrenheit. There's another thing that happens in apps like Messenger, where there may be scrolling involved, and the last item will randomly scroll "up" several "pages" like I've hit the Ctrl+Home buttons on a keyboard. Sometimes I can't even scroll down enough to get where I need to be before it happens again, like the phone is taunting me... Not sure if they're related, but I've never had as many phone problems as this and I've been a long time iPhone guy. I'm about to do a full delete and restore which I hate to do because I don't want to lose my settings and data but feel I have to at least try to see if it's hardware or software related. I feel like I might get better service taking it to an Apple store but will try Verizon support first since I purchased through them.

Dec 2, 2017 10:17 AM in response to Thomas Gaynor1

I too am having the same problem on my iPhone X which was delivered two days ago. The screen freezes up, Face recognition wont work and the swipe up to go to the main page wont work either. When you try to swipe up, the screen will move a bit but wont take you to the main menu page. Tried shutting the phone off and the power off slide bar wont work as well. When I received a phone call the answer command wont slide to accept the call. About all that works is the other access shortcut screen and even that one takes some doing to open up.

Dec 4, 2017 10:32 AM in response to jlhopk63

Then please return your phone to the Apple Store or to a servicer for diagnosis/replacement.


Please understand that the vast majority of iPhone X devices do not experience this issue; mine certainly has not nor have those of others I know.


However, with any product humans manufacture, a certain number will have issues after sale, and that's why you have a warranty, and Apple should get you up and going again fairly quickly.


Note also that all electronics are most likely to fail immediately after purchase, once again the reason for manufacturer warranties.

Dec 10, 2017 11:54 AM in response to cooksien

You can do it through iTunes.

Press the volume up button once press the volume down button once hold in the power button until you see iTunes it will be past and beyond the apple symbol just keep holding it until it tells you to connect to iTunes. Then you’ll be able to reset reconfigure from there. If it doesn’t help your problem at least your phone will be back to factory settings before you bring it in.

Dec 10, 2017 7:45 PM in response to Thomas Gaynor1

I'm having the exact same issue. My phone worked through set-up and restore from iTunes. Then all of the sudden it stopped woking on me, mid-use. 2 hours on the phone with Apple Care, 1 update, and 4 full-restores, with no response from the touch screen. Apple's solution has been less than satisfactory. I have to return for refund, and then re-order and get in the back of the waitlist. I'm leaving for Australia in 8 days and am stressing out that I wont be bringing my new phone/camera with me. I am one very disappointed customer.

Dec 11, 2017 7:19 AM in response to sailthegnar

I had a similar problem, I was within the 14 day buyers remorse period. T-Mobile would do a switch out but I wouldn’t get the phone till December and the Apple Store wouldn’t do an AppleCare return because I was still within the 14 day timeframe. I found when I would slap the screen of the phone or knocked it like a door the phone would begin working, so every time it stopped working I would do that and get it to work again. I did that until the 14 days was up. And then took it to Apple for warranty swap. I ended up having to go to another store but I got an iPhone immediately. The other option I had was to cancel my T-Mobile insurance and get AppleCare. It’s important to know that AppleCare cannot be purchased after 60 days. Although AT&T next is a different program, the bottom line is you have a product that is still on the warranty which doesn’t work so somebody should be able to switch it up for you.

iPhone X touch screen not working

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