iPhone Troubleshooting

Hard Reset

Most of the time when devices are not sending notifications, dropping calls, freezing or not ringing the resolve is a 'Hard Reset'

  1. Quickly press and release the Volume Up button.
  2. Quickly press and release the Volume Down button.
  3. Press and hold the Side button until the Apple logo appears, then release the Side button.

If the phone is stuck on the Apple logo or if the screen is frozen you can try this:

  1. Connect your iPhone to a computer using the charging cable.
  2. Open Finder (Mac) or iTunes (PC). If you're using Mac Catalina or later, click the two-toned face on the Dock to launch Finder. If you have Windows or an earlier version of macOS, open iTunes from the Start menu or Applications folder.
  3. If you're using Finder, click your iPhone's name in the left panel under "Locations." If you're using iTunes, click the button with an iPhone icon near the top-left corner of the app (to the right of the drop-down menu)
  4. Put your iPhone into recovery mode. The steps to do this vary by model
  • Models with Face ID: Press and release the Volume Up button, then press and release the Volume Down button. Press and hold the button on the top edge until your iPhone restarts in recovery mode.

iPhone 8 or Later: Press and release the Volume Up button, then press and release the Volume Down button. Press and hold the button on the right side until the iPhone boots into recovery model. This button is on the pop-up message that appeared in Finder or iTunes when the iPhone went into recovery mode. Choosing this option attempts to repair iOS without deleting your data.[13]

  • If this process fixes the iPhone, it will restart as normal.
  • If it takes longer than 15 minutes to download the update, the iPhone will exit recovery mode automatically. In this case, repeat Step 4 to get back into recovery mode and then try again.
  • If updating the iPhone was successful but you still can't use it, you may have success with a factory reset. Just repeat this method and select Restore instead of Update. This will erase all of the data on your iPhone, so do this as a last resort.

New SIM Card

If your account is with the UNBC contract, the Service desk may have spare SIM cards that can be used to transfer your phone number and replace your old SIM. Contact support@unbc.ca to request one and we can transfer the phone number online for you. If the service desk does not have any spares a new once can be purchased at any local Telus dealer. If you are on a personal contract the dealer will be able to move the phone number to the new SIM.

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