iPhone XS Max Unresponsive

Exact thing happened to me this afternoon. I was using my Max at the office, set it down, and when I picked it up a few minutes later there was no response. It was dead, completely. It had about 65% battery so I knew it wasn't a dead battery. I tried the button (up vol, down vol, wake) reset and nothing. Plugged it up to a charger, nothing. Searched on the internet for a solution and found nothing except different button combinations for a reset. I took it to Verizon and the specialist also tried the button reset. Fortunately, he had his MacBook with him in the back office. He asked me if he could try hooking up to his MacBook. I agreed and when he plugged it in, it immediately rebooted back to normal.

I'm not sure what the deal was, but I have had many iPhones and have never had an issue like this at all. I'm a little concerned because I've only had the phone since Friday. He offered to swap it out (within 14 days of purchase) but they didn't have any XS Max 512's in stock and didn't expect any until mid-October.

I don't carry my MacBook around with me, so I'm afraid if it happens again I'll be stuck with no phone until I get home for the day.

Edit: just noticed you were at the same battery level as me.

Just had same issue at 65% on my Xs Max. so I think there is something going on. Mine didn’t reboot after plugging into Mac. So got in touch with apple. The reset sequence that work for me was the force start. Which is quick press and release of volume up - quick press and release of volume down. The a long hold on side button. When I let go. Apple logo came and phone restarted.

I’ve had my phone for 3 weeks- it just happened to me at 34% battery.

Luckily I knew the reset- they had to do it several times when first setting up the phone because it would come to an error. After reset- all fine!

So worth the almost 2 hours in the apple store- but this bug is sure one that they should look into! 😅

I've been having the same problem. Apple offered to replace the phone after hours in chat and on the phone with support, but to send me a phone before i send this one back they will charge my credit card $1341, which i don't happen to have right now. so I'm not too happy...

This just happened my max just now - it was updating 8 apps, i left it down to do its thing, and picked it up 10mins later to find a black screen and the phone unresponsive.

I did the volume up, volume down, and hold the power button and it worked - thankfully!! Thanks for everyones advise here!

How are you tellng Apple though? I would like to report it as well just in case it happens again...

My iPhone XS Max went completely unreponsive last night for around 6 hours, phone went dead, wouldn’t charge, couldn’t hard reset just had to wait until it was good and ready to start charging again, I will def be taking it into apple before I have this happen again

Exact thing happened to me yesterday. My almost fully charged Max "died"... but I didn't even realize it until my Apple Watch got a call that I couldn't pick up on my phone sitting in front of me. It wouldn't wake up - tried pushing all buttons (at the time I didn't know how to perform a forced reboot) and the screen remained black. Went to Verizon store and they couldn't wake it up either (I have no idea what they attempted), so they ordered me a replacement. It was torture not having a phone for almost 24 hours:-( Then on my way to work this morning, I thought I'd check it just for kicks... and the darn red battery icon came on screen when I pushed the power button. So apparently, it needed a complete battery drain before it would respond. Needless to say, it's on the charger right now and is at 30%. I'm taking the gamble to keep my existing phone and return the refurbished replacement. I really hope it doesn't happen again or I will have to replace.

From the looks of it from all replies here, this is not an isolated incident. Apple should address this immediately. To lose the use of your $1,000+ phone for that long is unacceptable. At least I had my Apple Watch as a fall back to make and receive calls; however, I lost all of my other functionality. Get on a fix for this Apple!

l’m Going through the same thing! Verzion ordered a “new” one for me but idk if I want to keep mine and return the refurbished one. I’m scared that it would happen again. Did you have this issue again?

Yeah I woke up this morning after my phone updated itself and my phone is completely unresponsive and has gone black. I haven’t had my phone very long and it makes me upset. You would think paying this much for a phone such as the iPhone XS Max that these issues would not occur. I tried doing the hard reset, but it has not worked. I don’t have a computer so I’m on able to plug it up as the other forms had suggested. I’m going to have to take mine into the Apple store.

It just happened to me tonight. My charge was over 90% and I’m running the latest iOS. This is utterly unacceptable to spend over $1600 on a phone and still have to be afraid of dealing with such issues. I had sort of similar experience with my iPhone X which forced me to upgrade (in that case the black screen with white spinning wheel was appearing randomly) I’d definitely switch to Android if my this year experience with this new device turns to be sth similar. Please Apple care and issue an update or tell us if it’s a hardware issue.

Apple is not here, this is a user-to-user technical support site. Click on the Contact Support link on the top right and get you iPhone looked at. There is no way that anyone here can tell if you individual phone has had a hardware failure.

Talked to a specialist -- Quickly press and release the up volume button, repeat for the bottom volume button and then hold the power button until Apple logo shows up.

Useful Solutions ➕:

iPhone XS Max Unresponsive Troubleshooting Guide

Get help with the display on your iPhone, iPad, or iPod touch - Apple Support