Amid all the excitement and crowds, iPhone Duo launch weekend didn’t go quite as well as Apple hoped. Some fans lucky enough to get their hands on a Duo on day one didn’t have the greatest experience with the new phone, as reports of inner screens cracking began popping up almost immediately. Here’s what’s happening, what Apple has said about the issue, and what you should do if your iPhone Duo starts having screen problems.
Update 10/26: Apple has issued a statement saying it is “aware” of the problem, but it only affects “a small number” of units.
While many iPhone Duo users have had a flawless experience with their new phone, some users have had similar issues with horizontal and vertical lines appearing on the right-hand side of the inner screen. According to photos on Reddit and across social media, the issue presents itself as a thin vertical line down the middle of the screen accompanied by a thicker line extending horizontally across the right-hand side of the inner screen.
It’s unclear how many units are affected by the screen issue, but there have been widespread reports online from users as well as Apple Store demo units. Most users describe the issue occurring simply by opening their phone. One Reddit poster claimed they only had their phone ”for about six hours and had probably opened it fewer than 20 times.”
As far as we can tell, however, this problem hasn’t been noticed on any of the review units Apple sent out ahead of the launch, so it could be a manufacturing defect that only affected a certain batch of devices.
Britta O’Boyle/Foundry
It’s not completely clear what exactly is causing the issue, but it appears to be related to the hinge. To investigate the issue during its teardown, iFixit built an exact 3D hinge model and compared it with the reported damage locations. It reports:
The breaks cluster near the transition from the gap for the crossing flex cable to the central hinge support. The damage we’re seeing in photos isn’t right where the display cable passes through the hinge, but slightly lower, at a point where several edges meet and change how the thin display is supported as it bends.
All those edges meeting in this spot mean lots of possible culprits. That center pivot looks different from the rest of the hinge. Could it be getting stuck? Could something else be getting stuck?
What we know is that the issues appear to all be causing identical screen problems, so it appears to be related to something under the display.
In a statement to the media, Apple says it is “aware of an issue impacting the inner display on a small number of iPhone Duo units.” It recommends contacting AppleCare (1-800-APLCARE) for a replacement if a user experience issues with their display.
There are numerous reports of Apple Stores swapping out affected units, but Apple hasn’t issued an official repair program. However, a support page titled “iPhone Duo Troubleshooting Hinge Issues” was published Sunday to offer “steps to help resolve issues,” including:
Apple suggests referring to the iPhone Duo user guide “for device hinge handling and safety guidance,” as well as removing third-party cases or screen protectors, and checking for “particles or dust along the hinge and for dents or scratches on the enclosure.”
Britta O’Boyle
While there isn’t an official replacement program yet, Apple says that phones will need to have the inner display assembly replaced. If your iPhone Duo has experienced any of the issues above, you should visit your local Apple Store or call Apple’s customer service number, 800-275-2273, or AppleCare, 800-APLCARE.
