/ buttons not working

iPhone 5 on/off, sleep/wake button not working

Problem:

The on/off (sleep/wake) button on my iPhone 5 was having issues consistently working properly.

Solution:

For me, this was a hardware issue. My iPhone 5 was still under warranty and was swapped out with a new one at an Apple Store within 30 min at no cost to me.

Details:

Hardware:

  • iPhone 5
  • 64GB
  • Black
  • iOS 6.0.2 (10A551)
  • AT&T
  • Purchased late September 2012

Problem Details:

The on/off (sleep/wake) button on my iPhone 5 was having issues consistently working properly. While looking at the front of the iPhone, if the on/off button was pressed from the far left, it worked every time; if pressed from the far right, it worked 30% of the time; and if pressed from the center it worked 50% of the time and sometimes caused flickering of the screen or the screen would turn back on (or off) unexpectedly.

Solution Details:

For me, this was a hardware issue. My iPhone 5 was still under warranty and was swapped out with a new one at an Apple Store within 30 min at no cost to me.

Steps I Took:

  1. BACK UP YOUR IPHONE! :-)
  2. Check Your Service and Support Coverage1. Enter the hardware serial number. On iOS 6 the serial number is found under Settings > General > About (scroll down)
  3. After entering the hardware serial number you should come to a page that shows support options. Although my telephone technical support has expired, I selected “Contact Apple Support”.
  4. Select a Topic: “Service Requests & Troubleshooting”, “Buttons not working”, “Sleep / wake”. Click continue
  5. Next I was presented with this option: “Send Apple some basic system information from your iPhone. The information is confidential, and used only to help resolve the issue more quickly.” Make a decision and click continue.
  6. This brought me to a “Solutions” page with various options. The primary option was “iPhone: Hardware Troubleshooting“, which did not help me, but might help you. More options include “Send in for Service”, “Talk to Apple Support Now”, “Schedule a Call”, “Call Apple Support Later”, “Take In for Service”, or “Contact Carrier”.
  7. I selected “Talk to Apple Support Now”, requested an exception (my telephone technical support coverage expired), “I believe my product has a covered hardware issue”. I filled out the information and opened a chat with Apple Technical Support.
  8. Chat with Apple Technical Support 1. Technical Support suggested that I restart the iPhone. To restart iPhone, first turn iPhone off by pressing and holding the Sleep/Wake button until a red slider appears. Slide your finger across the slider and iPhone will turn off after a few moments. Next, turn iPhone on by pressing and holding the Sleep/Wake button until the Apple logo appears. This did not help.
  9. Technical Support suggested that I reset the iPhone. To reset iPhone, press and hold the Sleep/Wake button and the Home button at the same time for at least 10 seconds, until the Apple logo appears. This did not help.
  10. Technical Support suggested that I Reset All Settings. Settings > General > Reset. This did not help.
  11. Technical Support suggested that I restore the iPhone. Remember to backup your iPhone first, and potentially transfer purchases using iTunes (File > Devices). To restore your iPhone, first make sure you are using the latest version of iTunes. Next, connect iPhone. In the left column under Devices, click on your iPhone, then click on Restore in the Summary tab.
  12. This process takes about an hour (or more), and Technical Support setup a call back.
  13. Restoring my iPhone did not help.
  14. Apple Support Callback 1. When Apple called back, we setup a time to take it in for service to the nearest Apple Store.
  15. I was not charged for chat or phone support.
  16. Apple Store 1. I met a Genius at the Apple Store that confirmed the issue, and my iPhone was swapped out with a new one. The SIM card was transferred from the old to the new, and all was well.
  17. I later received an email, “Your Apple Store Work Authorization & Service Confirmation”. The replacement iPhone was listed as a cost of $229.00 and $0.00 due since the device was under warranty.
  18. Yay!

Bonus Tidbit:

If you set a SIM PIN, it’s saved on the SIM, so when it’s transferred from one iPhone to another it’s still locked with your SIM PIN. Settings > Phone > SIM PIN.


Reader Questions:

On May 14th, 2013

Charles asked:

My question is… Now that my iPhone 5 had been swapped out for a new one, will my warranty start from 0 or continue on with my warranty? Do you know anything about that? Let’s say I am 6 months in and when I got my new iPhone, will I continue on and only have 6 more months of the warranty or start from 0 (12 months)?

Answer:

Hi Charles,

I called Apple Care today to confirm the following:

  • Your warranty will continue from your original date of purchase.
  • Given your example, you would have 6 more months left, not 12 (coverage does not reset).
  • If you were to call Apple Care right now, you would be out of your 90 day complimentary technical phone support and the representative would assess if support fees would be waved or charged depending on your circumstance.
iPhone 5 on/off, sleep/wake button not working
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