Published Date: 2014-09-24
| Postmortem Analysis | |
|---|---|
| Timeline | 1. The software failure incident happened in September 2014. [30280, 30186, 29823, 30116, 30221] |
| System | 1. iOS 8.0.1 update [30280, 30186, 29823, 30116, 30221] 2. iPhone 6 and iPhone 6 Plus models [30280, 30186, 29823, 30116, 30221] |
| Responsible Organization | 1. Apple [30280, 30186, 29823, 30116, 30221] |
| Impacted Organization | 1. iPhone users who downloaded the iOS 8.0.1 update were impacted by the software failure incident [30280, 30186, 29823, 30116, 30221]. |
| Software Causes | 1. The iOS 8.0.1 update for Apple's mobile operating system caused issues such as iPhones no longer connecting to cellular networks and Touch ID not working properly [30280, 30186, 29823]. 2. The iOS 8.0.1 update also affected the way devices connected to mobile networks, causing network connectivity problems for some users [29823]. 3. The update was intended to fix bugs with HealthKit apps, access to photos in the Photo Library, and third-party keyboards, but it ended up causing more problems for users, especially those with iPhone 6 and 6 Plus handsets [30116]. 4. The iOS 8.0.1 update disabled calling functionality and broke the Touch ID sensor on the new iPhones, leading to Apple pulling the update and issuing instructions on how to downgrade back to iOS 8.0 [30221]. |
| Non-software Causes | 1. Hardware design flaw causing iPhones to bend in pockets [Article 30186] 2. Touch ID sensor malfunction [Article 30280] |
| Impacts | 1. Users of the iPhone 6 and iPhone 6 Plus were left unable to connect to cellular networks and experienced issues with Touch ID functionality after updating to iOS 8.0.1, prompting Apple to quickly pull back the update [30280, 30186, 29823]. 2. The value of Apple's stock dropped by 3.5%, resulting in a loss of over £12 billion in market value following the software failure incident with iOS 8.0.1 [30186]. 3. Users of older iPhones and iPads also reported issues such as rapid battery drain, connectivity problems, slow performance, and freezing after updating to iOS 8.0.1 [30186]. 4. The software failure incident led to embarrassment for Apple, as it had to withdraw the iOS 8.0.1 update, which was intended to fix bugs and improve features like HealthKit apps and network connectivity [29823]. 5. The incident caused inconvenience to users, leading to the need for a workaround to reinstall iOS 8 through iTunes and the anticipation of a fix in the upcoming iOS 8.0.2 release [30280, 30186]. 6. The software failure incident highlighted the importance of software updates for security, as devices not receiving updates could become vulnerable to hacks and malware, emphasizing the need for users to stay informed about security updates [129142]. 7. Apple apologized for the inconvenience caused by the software failure incident and assured users that a fix would be provided in the form of the iOS 8.0.2 update [30221]. |
| Preventions | 1. Thorough testing and quality assurance processes before releasing the software update could have prevented the software failure incident [30280, 29823]. 2. Implementing a more gradual rollout strategy for the update to a smaller subset of users initially to catch any unforeseen issues before a full release [30116]. 3. Conducting more extensive user acceptance testing to identify potential issues with cellular network connectivity and Touch ID functionality [30186, 30221]. |
| Fixes | 1. Reinstalling iOS 8 through iTunes for affected iPhone 6 and iPhone 6 Plus users [30280]. 2. Rolling back to the original version of iOS 8 for users affected by the iOS 8.0.1 update [29823]. 3. Downgrading back down to iOS 8.0 for affected users of the new iPhones [30221]. 4. Waiting for the release of iOS 8.0.2 with a fix for the issue [30280, 30186, 30221]. | References | 1. Apple spokesperson - Article 29823 2. Technology website ZDNet - Article 29823 3. Twitter discussions - Article 30116 4. Apple's official statement - Article 30221 |
| Category | Option | Rationale |
|---|---|---|
| Recurring | one_organization, multiple_organization | (a) The software failure incident having happened again at one_organization: - Apple faced a software failure incident with the iOS 8.0.1 update, where users reported issues such as iPhones no longer connecting to cellular networks and Touch ID not working properly [30280]. - This incident was reminiscent of a previous occurrence when Apple had to roll out iOS 7.0.1 and 7.0.2 updates shortly after launching iOS 7 to fix fingerprint glitches and lock screen bugs [30280]. - The update was intended to address bugs related to HealthKit apps, photo library access, third-party keyboards, and more, but it ended up causing significant issues for users [30116]. (b) The software failure incident having happened again at multiple_organization: - The software failure incident with the iOS 8.0.1 update affected users of the iPhone 6 and 6 Plus, leading to connectivity problems and Touch ID malfunctions [30186]. - Users of older iPhones and iPads also experienced issues like rapid battery drain, connectivity problems, slow performance, and freezing after the update [30186]. - The incident resulted in Apple losing billions in stock value, and it was not the only problem faced by Apple as reports of iPhone 6 models bending in pockets also surfaced [30186]. |
| Phase (Design/Operation) | design, operation | (a) The software failure incident occurring due to the development phases: - The software failure incident related to the design phase occurred with the iOS 8.0.1 update released by Apple to fix bugs in the initial iOS 8 release. Users immediately reported problems after downloading the update, including iPhones no longer connecting to a cellular network and issues with Touch ID functionality [30280]. - The update aimed to fix bugs related to HealthKit apps, access to photos in the Photo Library, and third-party keyboards. However, it introduced issues such as connectivity problems, Touch ID malfunctions, and other glitches affecting iPhone 6 and 6 Plus users [29823]. - The iOS 8.0.1 update was intended to address issues with HealthKit apps and other functionalities but ended up causing more problems, leading to Apple pulling back the update and working on a fix with iOS 8.0.2 [30116]. (b) The software failure incident occurring due to the operation phases: - The software failure incident related to the operation phase occurred when the iOS 8.0.1 update rendered iPhones unusable by cutting off users from telephone signals and data networks, disabling calling functionality, and breaking the Touch ID sensor. This prompted Apple to withdraw the update and provide instructions on downgrading back to iOS 8.0 [30186]. - Users of the new iPhones reported issues with calling functionality and Touch ID after the iOS 8.0.1 update was pushed, leading to Apple pulling the update and issuing instructions for affected users to downgrade back to iOS 8.0 [30221]. |
| Boundary (Internal/External) | within_system | (a) within_system: - The software failure incident related to the iOS 8.0.1 update by Apple was within the system. The update aimed to fix bugs within the iOS 8 release but ended up causing issues such as iPhones no longer connecting to cellular networks and problems with Touch ID [30280, 30186, 29823, 30116, 30221]. (b) outside_system: - The software failure incident was not primarily caused by factors originating from outside the system. The issues with the iOS 8.0.1 update, such as connectivity problems and Touch ID malfunctions, were a result of internal software bugs and glitches [30280, 30186, 29823, 30116, 30221]. |
| Nature (Human/Non-human) | non-human_actions, human_actions | (a) The software failure incident occurring due to non-human actions: - The software failure incident with the iOS 8.0.1 update by Apple was primarily caused by bugs and issues within the update itself, leading to problems such as iPhones no longer connecting to cellular networks and Touch ID not functioning properly [30280]. - The iOS 8.0.1 update aimed to fix bugs in the initial iOS 8 release but ended up causing more issues for users, prompting Apple to quickly pull back the update [30186]. - The update affected the way devices connected to mobile networks for some users and also impacted the Touch ID fingerprint sensor, indicating issues within the software update itself [29823]. - The iOS 8.0.1 update left owners of new iPhones unable to make phone calls or use the fingerprint sensor, leading to Apple apologizing for the inconvenience and working on a fix with the iOS 8.0.2 update [30221]. (b) The software failure incident occurring due to human actions: - The decision to release the iOS 8.0.1 update by Apple, which aimed to fix bugs but ended up causing more problems for users, can be attributed to human actions in the software development and release process [30280]. - The update was pushed to iPhones to fix a bug in the HealthKit software but ended up disabling calling functionality and breaking the Touch ID sensor, indicating potential oversight or errors in the update rollout process [30221]. - The incident highlights the importance of thorough testing and quality assurance in software updates to prevent such issues caused by human actions [30186]. |
| Dimension (Hardware/Software) | hardware, software | (a) The software failure incident occurring due to hardware: - The software update iOS 8.0.1 caused iPhones to no longer connect to cellular networks and experience Touch ID issues, indicating a hardware-related failure [30280]. - The update also affected the way the device connects to mobile networks for some users and impacted the Touch ID fingerprint sensor, suggesting hardware-related issues [29823]. - The update disabled calling functionality and broke the Touch ID sensor on the new iPhones, indicating hardware-related problems [30221]. (b) The software failure incident occurring due to software: - The iOS 8.0.1 update aimed to fix bugs in the iOS 8 software but ended up causing issues such as connectivity problems, battery drain, and Touch ID malfunctions, indicating software-related failure [30280]. - The update for the iOS 8.0.1 operating system killed off the Touch ID function and cut off users from telephone signal and data networks, pointing to software-related issues [30186]. - The update affected the way the device connects to mobile networks and impacted the Touch ID fingerprint sensor, suggesting software-related problems [29823]. - The update left owners of new iPhones unable to make phone calls or use the built-in fingerprint sensor, indicating software-related issues [30221]. - The iOS 8.0.1 update left iPhones crippled, without access to the cellular network and Touch ID, highlighting software-related problems [30116]. |
| Objective (Malicious/Non-malicious) | non-malicious | (a) The software failure incident was non-malicious: - The software update iOS 8.0.1 was intended to fix bugs and issues that had plagued Apple's mobile operating system software since the release of iOS 8 [30280]. - The update aimed to address problems such as issues with cellular network connectivity, Touch ID functionality, HealthKit apps, third-party keyboards, app access to the Photo Library, and unexpected cellular data usage [30280]. - Apple acknowledged the inconvenience experienced by users and worked to prepare iOS 8.0.2 with a fix for the issues [30280]. - Users reported problems with Wi-Fi connectivity, battery drain, slow performance in Safari, and issues with the reachability feature on the new iPhone 6 and iPhone 6 Plus [30280]. - The update was withdrawn less than an hour after it was made available due to user complaints, and Apple apologized for the inconvenience and worked on a fix [30186]. - The update also affected older iPhones and iPads, causing issues with battery life, Wi-Fi connectivity, app usage, and device performance [30186]. - Apple issued instructions on how affected users could downgrade back to iOS 8.0 until a fix was ready [30221]. (b) The software failure incident was non-malicious: - The software update iOS 8.0.1 was intended to fix a bug in the HealthKit software and other issues, not with the intent to harm the system [30221]. - Apple apologized for the inconvenience experienced by users and worked to fix the flaw by preparing iOS 8.0.2 with a solution [30221]. - The company acknowledged the issues with the update affecting calling functionality and TouchID sensor and took steps to address the problems [30221]. - Apple employees were working around the clock to resolve the issue and prepare the fix in the form of iOS 8.0.2 [30221]. |
| Intent (Poor/Accidental Decisions) | poor_decisions | (a) poor_decisions: Failure due to contributing factors introduced by poor decisions The intent of the software failure incident related to poor decisions can be seen in the articles. The incident involved Apple pushing an update, iOS 8.0.1, to iPhones to fix a bug in the HealthKit software. However, this update ended up leaving owners of the new iPhones unable to make phone calls or use the built-in fingerprint sensor [Article 30221]. The decision to release this update without proper testing or validation led to significant inconvenience for users, highlighting a poor decision-making process on Apple's part. |
| Capability (Incompetence/Accidental) | development_incompetence | (a) The software failure incident occurring due to development_incompetence: - The software failure incident related to the iOS 8.0.1 update by Apple was due to development incompetence. The update aimed to fix bugs in the initial iOS 8 release but led to issues such as iPhones no longer connecting to cellular networks and problems with Touch ID functionality [30280]. - The update was intended to fix bugs with HealthKit apps and other issues but ended up causing network connectivity problems and Touch ID sensor malfunctions, leading to the withdrawal of the update [29823]. - The iOS 8.0.1 update was pushed to iPhones to fix a bug in the HealthKit software but resulted in disabling calling functionality and breaking the Touch ID sensor, showcasing a lack of professional competence in the development process [30221]. (b) The software failure incident occurring due to accidental factors: - The software failure incident related to the iOS 8.0.1 update by Apple was accidental, as the update was intended to fix bugs in the initial iOS 8 release but ended up causing issues like iPhones no longer connecting to cellular networks and problems with Touch ID functionality [30280]. - The update was pushed to iPhones to fix a bug in the HealthKit software but accidentally disabled calling functionality and broke the TouchID sensor, leading to the withdrawal of the update [30221]. - The accidental introduction of issues in the iOS 8.0.1 update, such as network connectivity problems and Touch ID sensor malfunctions, resulted in the update being pulled back by Apple [29823]. |
| Duration | temporary | (a) The software failure incident was temporary: - The software failure incident related to the iOS 8.0.1 update was temporary as Apple quickly pulled the update after users reported issues with their iPhones no longer connecting to cellular networks and Touch ID not working [30280]. - Apple apologized for pushing the iOS 8.0.1 update that left iPhone owners unable to make phone calls or use the Touch ID sensor. The update was pulled, and instructions were issued on how to downgrade back to iOS 8.0 [30221]. - Users were advised not to install the first update to iOS 8 as it would leave their phones crippled without access to the cellular network and Touch ID. Restoring to iOS 8.0 successfully reverted the problems caused by the update [30116]. (b) The software failure incident was permanent: - There is no information in the articles to suggest that the software failure incident was permanent. |
| Behaviour | crash, omission, timing, value, other | (a) crash: - The iOS 8.0.1 update caused iPhones to no longer connect to a cellular network, displaying a message of "no service," and also resulted in issues with Touch ID, rendering it non-functional [30280]. - The iOS 8.0.1 update left owners of new iPhones unable to make phone calls or use the built-in fingerprint sensor [30221]. (b) omission: - The iOS 8.0.1 update was intended to fix a bug in the HealthKit software but ended up disabling calling functionality and breaking the TouchID sensor for some users [30221]. (c) timing: - The iOS 8.0.1 update was withdrawn less than an hour after it was made available due to complaints from users [30186]. - Apple pulled back the iOS 8.0.1 update after reports of issues, indicating a timing failure in the release of the update [29823]. (d) value: - The iOS 8.0.1 update caused issues such as iPhones not connecting to cellular networks, Touch ID malfunctions, Wi-Fi connectivity glitches, battery drain problems, slow performance in Safari, and issues with third-party keyboards and app access to the Photo Library [30280, 30186]. - The update was intended to fix bugs with HealthKit apps, access to photos in the Photo Library, and deselection of third-party keyboards after a user enters their passcode [30116]. (e) byzantine: - No specific information about a byzantine behavior was mentioned in the provided articles. (f) other: - The iOS 8.0.1 update was withdrawn by Apple, and affected users were advised to revert to the original version of iOS 8 to resolve the issues caused by the update [30116]. - The update resulted in a 3.5% drop in Apple's share price, wiping off more than £12 billion from the company's value [30186]. |
| Layer | Option | Rationale |
|---|---|---|
| Perception | None | None |
| Communication | None | None |
| Application | None | None |
| Category | Option | Rationale |
|---|---|---|
| Consequence | property | (d) property: People's material goods, money, or data was impacted due to the software failure The software failure incident related to the iOS 8.0.1 update by Apple resulted in users experiencing issues such as iPhones no longer connecting to cellular networks, Touch ID not working, Wi-Fi connectivity glitches, battery drain problems, slow performance in Safari, and issues with third-party keyboards and app access to the Photo Library [30280]. Additionally, the update caused the value of Apple to drop by £12 billion, wiping off gains made since the launch of the iPhone 6 and iPhone 6 Plus, affecting the company's stock value [30186]. Users also reported problems with battery life, connecting to Wi-Fi, using apps, and devices running slowly and freezing, impacting their user experience and potentially causing frustration [30186]. |
| Domain | information | (a) The software failure incident related to the production and distribution of information is the iOS 8.0.1 update by Apple, which aimed to fix bugs in the initial iOS 8 release but caused issues such as iPhones no longer connecting to a cellular network and problems with Touch ID [30280]. (b) The transportation industry was not directly impacted by the software failure incident reported in the articles. (c) The software failure incident did not directly relate to the extraction of materials from Earth in the natural resources industry. (d) The software failure incident did not directly impact the sales industry in terms of exchanging money for products. (e) The software failure incident did not directly affect the construction industry in terms of creating the built environment. (f) The software failure incident did not directly impact the manufacturing industry in terms of creating products from materials. (g) The software failure incident did not directly relate to utilities such as power, gas, steam, water, and sewage services. (h) The software failure incident did not directly impact the finance industry in terms of manipulating and moving money for profit. (i) The software failure incident did not directly relate to the knowledge industry encompassing education, research, and space exploration. (j) The software failure incident did not directly impact the health industry, including healthcare, health insurance, and food industries. (k) The software failure incident did not directly relate to the entertainment industry encompassing arts, sports, hospitality, and tourism. (l) The software failure incident did not directly impact the government industry in terms of politics, defense, justice, taxes, and public services. (m) The software failure incident was related to the technology industry, specifically the mobile operating system software developed by Apple for iPhone and iPad users [30280, 30186, 29823, 30116, 30221]. |
Article ID: 30280
Article ID: 30186
Article ID: 29823
Article ID: 129142
Article ID: 30221
Article ID: 30116