"FaceID is not available" ...?

[MikeElmendorf]

My wife's phone (iPhone 11 Pro Max) was acting up yesterday--calls not coming through/going to voicemail.

I advised her to restart it. Thereafter, calls seem to be working but FaceID was not.

I turned FaceID off and reset it, following advice I've found online, and now we are getting a "FaceID is not available" message when we try to set it back up.

I've reset network settings and all settings, to no avail.

Nothing has physically happened to the phone.

Any ideas?

Thanks.

 

[Spencerdl]

Did you restart or reboot ( screen)?

 

[MikeElmendorf]

Spencer - Both.

 

[Spencerdl]

Spencer - Both.

Humm . I'm not sure why your not able to set up Face ID. Maybe someone else will chime in with a solution.

 

[doogald]

It sounds like a failure with one of the hardware components of Face ID (selfie camera, the infrared sensor, etc.) Best bet is to contact Apple Support, I believe that they can diagnose the problem.

If you want to rule out a software glitch (which I doubt that it is), you could do a full backup, factory reset the phone and set up as new, and see if it works during the setup. If not, almost surely a hardware failure.

 

[Ledsteplin]

"FaceID is not available" ...?

Did you try Reset All Settings more than once? Sometimes it takes it more times.

 

[MikeElmendorf]

I had Apple run a diagnostic. It's a hardware problem. The phone is being replaced under insurance. Thanks.

 

[Spencerdl]

I had Apple run a diagnostic. It's a hardware problem. The phone is being replaced under insurance. Thanks.

Sorry to hear. Thanks for letting us know and keeping us informed. Good luck.