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Question: iPhone XR Apple Logo Screen Locked

I just left the AT&T store and my new iPhone XR was uploading content from my iCloud backup. The tech put the phone in the box, bagged it up and I was on my way home. When I got to the house, excited to check out my new Christmas Gift, I noticed the apple LOGO on the screen and figured it was continuing it's uploading. A few hours later, nothing changed and I tried to reset with no luck...I have tried every way I know to shut this phone down and reboot...still no luck, so here I am reaching out to the people who know what I am talking about and I'm positive they can help me in this dire situation..Anybody have any ideas I haven't tried yet?? Please help! The more I look at my frozen phone, the more I feel it's pain.... as well as my own....Thank you!! 😕

iPhone XR, iOS 12.1

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Hello MattDina1,

Welcome to the Apple Support Communities. I understand you have a new iPhone XR that seems to be stuck on the Apple logo.

You mentioned you tried a few methods of shutting down. I recommend double-checking the steps here, from the article titled If your iPhone, iPad, or iPod touch won't turn on or is frozen , for the steps needed to force restart your device:

If your screen is black or frozen

If your screen is black or frozen, you might need to force restart your device. A force restart won't erase the content on your device. You can force restart your device even if the screen is black or the buttons aren't responding. Follow these steps:

On an iPhone 8 or later: Press and quickly release the Volume Up button. Press and quickly release the Volume Down button. Then press and hold the Side button until you see the Apple logo.


In most cases, a force restart using the keys above will help clear things up. If not, try this next:

If your device still won't turn on or start up

Plug in your device and let it charge for up to one hour.

User uploaded file

After a few minutes, you should see the charging screen.


User uploaded file

If you don't see the charging screen within an hour, or you see the connect to power screen, check the jack, USB cable, and power adapter. Make sure that everything is plugged in firmly, free of debris, and not damaged. You might want to try a different USB cable or power adapter.


If needed, you can try the following steps as well if you have access to a computer with iTunes:

If your device turns on but gets stuck during start up

If you see the Apple logo or a red or blue screen during startup, try these steps:

  1. Connect your device to a computer and open iTunes. If you don't have a computer, try to borrow one, or go to an Apple Store or Apple Authorized Service Provider for help.
  2. While your device is connected, force it to restart.
    • On an iPhone 8 or later: Press and quickly release the Volume Up button. Press and quickly release the Volume Down button. Then, press and hold the Side button until you see the recovery-mode screen.
    • On an iPhone 7 or iPhone 7 Plus: Press and hold the Side and Volume Down buttons at the same time. Keep holding them until you see the recovery-mode screen.
    • On an iPhone 6s and earlier, iPad, or iPod touch: Press and hold both the Home and the Top (or Side) buttons at the same time. Keep holding them until you see the recovery-mode screen.
  3. Don't release the buttons when you see the Apple logo. Keep holding until you see the recovery mode screen.
    User uploaded file
  4. When you get the option to restore or update, choose Update. iTunes will try to reinstall iOS without erasing your data.
    User uploaded file

iTunes will download the software for your device. If it takes more than 15 minutes, your device will exit recovery mode and you'll need to repeat steps 2 and 3.


I hope these steps help you with your new iPhone.

Take care.

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Question marked as Solved

Nov 18, 2018 8:28 PM in response to MattDina1 In response to MattDina1

Hello MattDina1,

Welcome to the Apple Support Communities. I understand you have a new iPhone XR that seems to be stuck on the Apple logo.

You mentioned you tried a few methods of shutting down. I recommend double-checking the steps here, from the article titled If your iPhone, iPad, or iPod touch won't turn on or is frozen , for the steps needed to force restart your device:

If your screen is black or frozen

If your screen is black or frozen, you might need to force restart your device. A force restart won't erase the content on your device. You can force restart your device even if the screen is black or the buttons aren't responding. Follow these steps:

On an iPhone 8 or later: Press and quickly release the Volume Up button. Press and quickly release the Volume Down button. Then press and hold the Side button until you see the Apple logo.


In most cases, a force restart using the keys above will help clear things up. If not, try this next:

If your device still won't turn on or start up

Plug in your device and let it charge for up to one hour.

User uploaded file

After a few minutes, you should see the charging screen.


User uploaded file

If you don't see the charging screen within an hour, or you see the connect to power screen, check the jack, USB cable, and power adapter. Make sure that everything is plugged in firmly, free of debris, and not damaged. You might want to try a different USB cable or power adapter.


If needed, you can try the following steps as well if you have access to a computer with iTunes:

If your device turns on but gets stuck during start up

If you see the Apple logo or a red or blue screen during startup, try these steps:

  1. Connect your device to a computer and open iTunes. If you don't have a computer, try to borrow one, or go to an Apple Store or Apple Authorized Service Provider for help.
  2. While your device is connected, force it to restart.
    • On an iPhone 8 or later: Press and quickly release the Volume Up button. Press and quickly release the Volume Down button. Then, press and hold the Side button until you see the recovery-mode screen.
    • On an iPhone 7 or iPhone 7 Plus: Press and hold the Side and Volume Down buttons at the same time. Keep holding them until you see the recovery-mode screen.
    • On an iPhone 6s and earlier, iPad, or iPod touch: Press and hold both the Home and the Top (or Side) buttons at the same time. Keep holding them until you see the recovery-mode screen.
  3. Don't release the buttons when you see the Apple logo. Keep holding until you see the recovery mode screen.
    User uploaded file
  4. When you get the option to restore or update, choose Update. iTunes will try to reinstall iOS without erasing your data.
    User uploaded file

iTunes will download the software for your device. If it takes more than 15 minutes, your device will exit recovery mode and you'll need to repeat steps 2 and 3.


I hope these steps help you with your new iPhone.

Take care.

Nov 18, 2018 8:28 PM

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Question: iPhone XR Apple Logo Screen Locked