Introduction
This document provides troubleshooting steps for iPhone TrueDepth camera issue.
Problem
The iPhone does not allow to set up Face ID.
Error message “A problem was detected with the TrueDepth camera. Face ID has been disabled.”
Observed in Version
iPhone XS
Solution
Follow the below steps to troubleshoot the issue:
1. Check for updates, back up, and get up to date. To update your device, see- Update your iPhone, iPad, or iPod touch.
2. If Face ID isn't working on your iPhone or iPad Pro, do the following:
a. Check for updates. |
b. Check your Face ID settings. Go to Settings, then tap Face ID & Passcode. Make sure that Face ID is set up and that the features you're trying to use Face ID with are turned on. |
c. Check that nothing is covering the TrueDepth camera. |
d. Make sure that your face is not blocked. Your eyes, nose, and mouth should be fully visible to the TrueDepth camera. |
e. Make sure that you are facing the TrueDepth camera. |
f. Restart your device. |
g. Add an alternate appearance. If you have an appearance that can look vastly different, you can set up an alternate appearance so Face ID still recognizes you. |
h. Reset Face ID. |
i. If you still cannot enroll your face, contact Apple Support. |
3. Ensure the ring/silent switch is set to ring, not silent.
4. Check if any restrictions are set up on this device. Go to Settings > Screen Time > Content & Privacy Restrictions. If so, disable these restrictions, restart the iPhone, and test out the issue.
6. Attempt to complete Face ID enrolment continuously for at least a full minute in a well-lit environment.
Note: If you continue to get the exact error, 'Face ID has been disabled' or 'Face ID is not available' then you should visit iPhone Repair & Service for the iPhone inspection.