Charging and connecting to computer anomaly

Question

ljgnemo OP

Created Jul ’15

Replies 3

Boosts 0

Participants 2

My 6plus decided to stop charging or be recognized by computers.

It is on the latest iOS9 beta. I tried multiple cords, adapters and computers, same problem on all of them.

That was the initial symptom. Currently, the phone will charge with certain cables, but on only one side of the lightening cable, but not another.

And the phone is still not recognized by any computers on any cable.

Also none of the diags:// links will open properly (crashes after loading for a few seconds). And the phone cannot be put into recover mode by pressing Home and Power button for a long time.

Talked to Apple Support, they claim they cannot determine whether this is a hardware or software issue since it is on beta software, and could only provide support if it is restored to iOS 8. However restore is not possible since computer cannot recognize the phone.

Anyone having similar issues? What exactly is Apple's policy when something like this happens?

Boost

Answer 1

Max108 OP

Jul ’15

I think you should ring them again - the point you make about the catch 22 of not being able to test the phone on a stable iOS is valid and whether it's in the state that it's in because of beta software or hardware, you should still be covered if you're under warranty.

Even if you were only covered under one of those circumstances, I've often heard of people sending devices in an ambiguous state to Apple after Apple put a charge on their card, in case the repair/replacement is out of warranty, but Apple don't decide whether to put the charge through until the device is looked at.

In case it's not hardware though, there are alternative DFU modes than sometimes work where other methods have failed:

Method 1)

Attach the phone to the pc
Turn the phone off
Hold power and home together for *exactly* 10 seconds
Release power but keep holding home until the computer beeps as a USB device is recognized.
At no point should the display come on. Now your restore should work.

Having problems? Try adjusting the 10 seconds to be slightly less like 9 seconds, then 8, then 7. It’s a tricky timing but you will eventually get it.

Method 2)

Hook up the phone powered on to the computer with the phone on
Now hold home / power until the phone turns off and keep holding for 10 seconds. If the phone ever turns on during this phase,start over and hold for less time.
Now release power and continue holding home until the computer recognizes the phone.

Method 3)

Attach the phone to the pc
Turn the phone off
Press and hold power. Keep holding power. As soon as you see display on the screen of any sort press and hold home.
Hold power and home together for *exactly* 10 seconds
Release power but keep holding home until the pc beeps as a USB device is recognized.
At no point will the display come on. Now your restore should work.

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Answer 2

ljgnemo OP

Jul ’15

None of these methods made any of my computers recognize the iPhone. Sometimes I did get the iPhone to show a connect to iTunes screen. But connecting to any computer, PC or Mac, has no regonition at all.

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Answer 3

Max108 OP

Jul ’15

Well at least you know you've tried everything now - given all that I'm leaning strongly towards it being a hardware issue.

Ring them again and explain the situation again - I've often got different outcomes from different agents so I think it's definitely worth a shot. Anyway, it's pretty much your only option at this point 🙂... Push to send it in (or take it to an Apple Store yourself)

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