How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Brandon M. Your Own Question

Brandon M.
Brandon M., Technician
Category: Smartphones
Satisfied Customers: 6968
Experience:  Setup, manage and service over 50 smartphones for a local law firm including Androids, iPhones and Blackberries
Type Your Smartphones Question Here...
Brandon M. is online now
A new question is answered every 9 seconds

Using my iPhone 4, had 90% charge, then the screen went blank.

Resolved Question:

Using my iPhone 4, had 90% charge, then the screen went blank. I can still see the backlite faintly, and I'm still receiving calls and texts (can hear the rings and chimes), but can NOT see anything on the screen. Tried holding the home and power button down but nothing.

 

Added: just tried "rebooting" again, saw the backlight go off, but now I can't get the phone back on

Submitted: 2 years ago.
Category: Smartphones
Expert:  Brandon M. replied 2 years ago.

beboo :

Hello and thank you for contacting JustAnswer, a third party paid expert support site. My name is XXXXX XXXXX X'X be glad to assist you with your issue.

beboo :

When you held the home and power buttons, did you hold it long enough for the phone to turn off? Basically, after rebooting the phone (I assume you *should* be able to faintly see the Apple logo if it doesn't light back up normally), it still happens?

Customer:

I did that and I saw the backlight go off, then reheld, saw the backlight come back on but nothing else. I just tried again and saw the backlight go off, but now I can't get the phone back on

Customer:

the phone has been out of the otter box for about 15 minutes now but the back of the phone feels hot

beboo :

Is the phone currently plugged in?

Customer:

i just unplugged it but it was plugged in for a few minutes

beboo :

It shouldn't be that hot to the touch after being plugged in for a few minutes. Luckily, the iPhone actually disables itself if it overheats so I don't think it's an overheating issue.

Customer:

yeah, i never got the temperature warning before the screen went blank

beboo :

Do you know if this iPhone is still under warranty (1 year manufacturer or optional 2 year AppleCare)?

Customer:

no its not

beboo :

Ok, this might be an issue then. The reason the screen isn't lighting up is due to the IC chip on the board inside. This controls the backlighting and the retina display. For whatever reason, this chip has failed and needs to be replaced. If it was under warranty, they would just hand you a refurb iPhone (like-new) and you would be on your way. Since it is not, you have two (maybe three) options. If you are (or are close to) eligible for upgrade with your carrier, you can get a new iPhone. The other option would be to send it to a third party to have them replace the part for you. One more option would be to pay Apple for the labor and parts to replace it but I don't believe they do that with the iPhones.

Customer:

is there anyway I can get the photos, etc, off of it?

beboo :

If you are confidient enough, you can replace the chip yourself but requires soldering skills.

Customer:

no I'm not that confident lol

beboo :

Not many people are, don't worry. :)

beboo :

Let's see - you said you can't get it to turn back on?

Customer:

nope...it did once but now I can't get it to

beboo :

Hrm - I hope it didn't fail completely. Did you happen to have iCloud setup on it?

Customer:

nope....its looking like it may have failed completely...just plugged it back in and still nothing

beboo :

Ouch, then it might be more than just the IC chip that failed - possibly the main board.

beboo :

Is it still hot to touch in the back?

Customer:

it gets hot when i plug it in

beboo :

Hrm. Yeah something isn't right there. DId anything happen to the iPhone? Fall? Water?

Customer:

nope...i was just sitting there reading on it and bam lol

beboo :

Hrm, that is ashame. Especially now that it won't come on to try to recover. What about this... Plug the iPhone into the computer. Hold down the home button. With that held, press and hold the power button for about 5 seconds or so and let go. Keep the home button held for a little bit and see if iTunes says it found a device in recovery mode.

Customer:

ok i'll try that

Customer:

ok...i borrowed a different cable and plugged it in and the phone came back on, screen still isn't working but the phone beeped and the pc recognized the device.....don't have itunes on my work pc

Customer:

aaaa....the back is getting hot again and the phone just went off

beboo :

Hrm, it must be overheating then. It's possible that the overheat sensor isn't being triggered.

Customer:

so basically i need a new phone

beboo :

Yes, it can be repaired but may cost more than a new phone would.

beboo :

Depending how close you are to the end of your contract.

beboo :

(you get a discount as you get closer to the end)

Customer:

i think i'm due for an upgrade....i guess i'll try to do what i can at home to try to recover my pics, etc.

beboo :

If you can borrow that cable overnight, see if you can hook it up long enough for iTunes to be able to sync the photos.

Customer:

yeah i'll try that.....have like 8 cables at the house lol

beboo :

Haha, ok. If you need anything else, please don't hesitate to come back but I think the iPhone itself is shot.

Customer:

i think so too....thanks for the help

beboo :

No problem. I hope I have been helpful in today's remote session. Please be sure to give me a good rating if I have been helpful to ensure I am compensated for my efforts. If you feel I have gone out of the way, you may provide me a tip on the acceptance page.

beboo :

If you are still there, it doesn't appear that it went through - can you try again?

Brandon M., Technician
Category: Smartphones
Satisfied Customers: 6968
Experience: Setup, manage and service over 50 smartphones for a local law firm including Androids, iPhones and Blackberries
Brandon M. and 3 other Smartphones Specialists are ready to help you

JustAnswer in the News:

 
 
 
Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... Justanswer.com.
JustAnswer.com...has seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like justanswer.com/legal
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.
 
 
 

What Customers are Saying:

 
 
 
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
< Last | Next >
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin Kernersville, NC
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther Woodstock, NY
  • Thank you so much for taking your time and knowledge to support my concerns. Not only did you answer my questions, you even took it a step further with replying with more pertinent information I needed to know. Robin Elkton, Maryland
  • He answered my question promptly and gave me accurate, detailed information. If all of your experts are half as good, you have a great thing going here. Diane Dallas, TX
 
 
 

Meet The Experts:

 
 
 
  • Ashik

    Smartphone Tech

    Satisfied Customers:

    382
    Experience with iPhone and other Smartphones
< Last | Next >
  • http://ww2.justanswer.com/uploads/AS/ashiknasameen/2012-5-15_141836_final2.64x64.jpg Ashik's Avatar

    Ashik

    Smartphone Tech

    Satisfied Customers:

    382
    Experience with iPhone and other Smartphones
  • http://ww2.justanswer.com/uploads/VI/vinodvmenon2005/1.64x64.jpg Vinod Menon's Avatar

    Vinod Menon

    Customer Service

    Satisfied Customers:

    267
    Experience in supporting and using smartphones.
  • http://ww2.justanswer.com/uploads/WA/Waitongu2/2011-12-28_13647_1005452800x533.64x64.JPG Waitongu2's Avatar

    Waitongu2

    Technician

    Satisfied Customers:

    156
    Android Root, Custom ROM applications, Blackberry platform, iPhone, tablets, PDA
  • http://ww2.justanswer.com/uploads/KR/Kriptokrit/2012-2-29_23740_DSjjjjjjC0nnnnnnnnn0695.64x64.JPG Kriptokrit's Avatar

    Kriptokrit

    Smartphone Tech.

    Satisfied Customers:

    145
    Over 6 years of experience in Electronics support service.
  • http://ww2.justanswer.com/uploads/BA/barrenrock/2011-10-19_215925_JamesJAFinal.64x64.jpg James's Avatar

    James

    Sr. Smartphone Expert

    Satisfied Customers:

    140
    Vast experience supporting and servicing smartphones, including IOS, Symbian and Android.
  • http://ww2.justanswer.com/uploads/MA/MacDruid/IMG_0232.64x64.JPG John T. F.'s Avatar

    John T. F.

    Mac Druid

    Satisfied Customers:

    123
    20+Yrs in the computer/electronics service industry
  • http://ww2.justanswer.com/uploads/BE/beboo/2011-1-14_201648_n5063313142021801763.64x64.jpg Brandon M.'s Avatar

    Brandon M.

    Technician

    Satisfied Customers:

    66
    Setup, manage and service over 50 smartphones for a local law firm including Androids, iPhones and Blackberries