iPhone X freezes at the end of a call

Question

Level 1

9 points

iPhone X freezes at the end of a call

I've recently bought iPhone X (256GB) and updated the iOS to 11.1.1. Lately I am having an issue while ending a call. Once the caller ends the call, the phone gets into a frozen state. At times, even shutting down the phone forcibly does not work. All the touch sensitivity and the Face ID recognition do not work. This state lingers for good 15-20 seconds at least before the phone revives again by itself.

This is irrespective of making the calls through the phone dialer or through Apps like Skype.

Not sure if anyone else has been facing this problem with iPhone X or iOS 11.1.1. Any help will be really appreciated.

NB. Earlier I was using iOS 11.1.1 on iPhone 7 Plus; but never faced this problem.

iPhone X, iOS 11.1, iPhone X 256 GB

Posted on Nov 14, 2017 12:50 AM

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Answer 1

Moozito

Community Specialist

Nov 14, 2017 6:09 PM in response to anirguha01

Hello anirguha01,

Thanks for asking the Apple Support Communities for help with your iPhone. You stated that your device sometimes gets frozen, and "At times, even shutting down the phone forcibly does not work." If this happens again, I recommend trying a force restart. To do this:

1. Press and release the Volume Up button.

2. Press and release the Volume Down button.

3. Press and hold the Side button until the Apple logo appears.
If you still have issues, you will need to reinstall the iOS using iTunes. Please make a backup of your data prior to doing this step: You can make a backup in iCloud or iTunes using this article: How to back up your iPhone, iPad, and iPod touch
Once your data is backed up, you can reinstall the iOS using this help article: If you can‘t update or restore your iPhone, iPad, or iPod touch
Please pay close attention when you reach step 4 which says:

When you see the option to Restore or Update, choose Update. iTunes will try to reinstall iOS without erasing your data. Wait while iTunes downloads the software for your device. If the download takes more than 15 minutes and your device exits recovery mode, let the download finish, then repeat these steps.

Once your iOS is reinstalled, test if the issue is still occurring. Thanks again and have a great rest of your day.

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Answer 2

sterling r

Community Specialist

Nov 22, 2017 1:02 PM in response to anirguha01

Hello anirguha01,

Thanks for continuing our troubleshooting here in the Apple Support Communities. At this point, we need to check and see if this occurs without your personal data on the device.Please ensure you have a recent backup prior to starting these steps, as they will erase all the data on your device.

You can make a backup in iCloud or iTunes using this article : How to back up your iPhone, iPad, and iPod touch

Then, you will need restore your device back to factory settings using iTunes. As mentioned, this option will erase all the data on your device. The reason we need to use iTunes to do this step is because we need iTunes to help install a fresh version of iOS. This help article will help you to do this step: Restore your iPhone, iPad or iPod touch to factory settings

Once erased, ensure you set the device up as new, and do not restore any information from an iCloud or iTunes backup yet. This step will isolate the issue and let us know if it is related to the previous data or iOS on the device.

Once the device is set up as new, you will test to see if the device is still freezing at the end of a call. If this issue is no longer happening, we know the issue was with some data on the device or in the iOS version, which will most likely be saved in your backups. You can manually bring data back using iCloud or iTunes, but do not restore from the backup as you will bring the problem right back in. Once you log back in to iCloud with the same Apple ID that you used previously, all your data saved in iCloud will start repopulating on the device. This help article has the info to help you get the data back to your device, whether you have a Mac or a PC. Depending on the info, you may need to use File Sharing, an article linked near the end of the article: Changes in the new iTunes

You can also redownload fresh copies all of your previous purchases using this article: Download your past purchases

Thanks once again and have a great rest of your day.

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Answer 3

anirguha01 Author

Level 1

9 points

Nov 21, 2017 8:21 PM in response to Moozito

Hi Moozito,

I reinstalled the iOS as suggested, but the issue is still continuing. In fact the frequency now has increased. I recently upgraded the iOS to 11.1.2, hoping that something will change. Unfortunately, the issue is still there.

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