Published Date: 2013-12-04
| Postmortem Analysis | |
|---|---|
| Timeline | 1. The software failure incident related to Error 53 on iPhones occurred between late 2014 and early 2016 [Article 60559]. 2. The incident was first reported in 2016 [Article 72371]. 3. Apple hit back at criticism of Error 53 on iPhones in 2016 [Article 40506]. 4. The storm caused by Error 53, which rendered iPhones useless, was mentioned in an article [Article 70658]. 5. The incident was reported in April 2017 in relation to the legal battle with Apple in Australia [Article 72371]. |
| System | 1. Touch ID sensor system [40364, 40411, 40504, 40505, 40506, 70026, 70658] 2. iOS software system [40364, 40504, 40505, 40506, 70026, 70658] 3. iPhone 6 [40504, 40506] 4. iPhone 8 [70026] 5. Operating system updates for older phones [76485] 6. iOS software update [97426] 7. Battery life deterioration system [97426] |
| Responsible Organization | 1. Apple [40364, 40504, 40505, 40506, 60559, 70026, 70658, 72371] 2. Samsung [76485] 3. Italian anti-trust authority (AGCM) [76750] 4. Stealthy mobile software by Apple [97426] |
| Impacted Organization | 1. iPhone and iPad users [40505, 60559] 2. iPhone 6 owners [40506] 3. iPhone 8 users [70026, 70658] 4. Samsung Galaxy Note 4 users [76485] 5. Consumers who installed software updates from Apple and Samsung [76750] 6. Older iPhone users affected by performance slowdown due to software tweaks [97426] 7. Users misled by Apple regarding software updates [129209] |
| Software Causes | 1. Error 53 glitch that rendered iPhones useless after iOS updates [40364, 40504, 40505, 40506, 60559, 72371] 2. Software update slowing down processor performance in some iPhones [70026] 3. iOS update preventing touchscreens from working on iPhone 7s with third-party repaired screens [70658] 4. Stealthy mobile software slowing down older iPhones to prevent spontaneous shutdowns [97426] |
| Non-software Causes | 1. Third-party repair shops replacing components on iPhones leading to the Error 53 issue [40504, 40505, 70026] 2. Faulty hardware components, specifically related to the Touch ID sensor and home button [40504, 40506, 70658] 3. Miscommunication or lack of warning from Apple regarding the consequences of certain repairs or updates [40504, 40505, 72371] |
| Impacts | 1. Loss of data and rendering of iPhones useless for users who had their devices repaired by non-Apple technicians, leading to frustration and inconvenience [40504, 40505]. 2. Financial impact on consumers who had to pay for out-of-warranty replacements due to the error [40505]. 3. Reputation damage to Apple, causing anger and frustration among customers [40506, 66759]. 4. Legal consequences, such as Australian authorities lodging a case against Apple and issuing fines for misleading consumers [60559, 72371, 76485, 76750]. 5. Inducing consumers to install software updates that caused serious malfunctions and reduced performance, potentially speeding up the replacement of devices [76750]. 6. Litigation and accusations of exploitative and abusive behavior by Apple in relation to software updates that slowed down devices [97426, 129209]. |
| Preventions | 1. Proper communication and transparency from Apple regarding the software updates and their potential impacts on devices could have prevented the software failure incident [40505, 70026, 129209]. 2. Providing clear warnings to users about the risks associated with third-party repairs and software updates could have helped prevent the issue [40506, 70026]. 3. Conducting thorough testing and validation of software updates to ensure compatibility with all components, including those repaired by third parties, could have mitigated the risk of the software failure incident [40504, 70026]. 4. Implementing a more robust quality control process to detect and address potential hardware failures that could lead to software issues like Error 53 could have prevented the incident [40504, 60559]. 5. Offering better support and solutions for users affected by the software failure, such as reimbursement or repairs, could have helped mitigate the impact of the incident [40505, 60559]. |
| Fixes | 1. Apple released an updated version of its operating system, iOS 9.2.1, to fix the issue [40505]. 2. Apple established an error 53 outreach program and offered replacements or repairs for many of the affected devices [60559]. 3. Apple issued a fix for the Error 53 issue after widespread publicity and legal actions [40505, 60559]. 4. Apple apologized for the inconvenience caused by Error 53 and recommended affected users to contact AppleCare for reimbursement [40505]. 5. Apple provided a solution in a future update to address the software failure incident [120912]. | References | 1. iFixit techs [40364] 2. Wall Street Journal [40411] 3. Tech experts [40504] 4. TechCrunch [40505] 5. The Guardian [40506] 6. Australian consumer watchdog [60559] 7. Moor Insights & Strategy analyst Pat Moorhead [66759] 8. Marco Arment, an iOS developer [66759] 9. Consumers [70026] 10. Samsung [76485] 11. US senate [76485] 12. AGCM (Italian anti-trust authority) [76750] 13. Apple [97426] 14. Tech analyst Paolo Pescatore [129209] |
| 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 related to Error 53, where iPhones became unusable after detecting repairs by non-Apple technicians [40364, 40411, 40504]. - Apple later faced a similar incident with iPhone 8 devices becoming unusable after an iOS 11.3 update, affecting third-party repair shops [70026, 70658]. (b) The software failure incident having happened again at multiple_organization: - Samsung also faced a similar issue where an operating system update intended for a newer model caused performance issues on older Galaxy Note 4 phones [76485]. - Both Apple and Samsung were fined by the Italian anti-trust authority for inducing consumers to install software updates that caused malfunctions and reduced performance [76485, 76750]. |
| Phase (Design/Operation) | design, operation | (a) The software failure incident related to the design phase can be seen in the case of Error 53 affecting iPhone 6 users. This error occurred when the latest version of Apple’s iPhone software, iOS 9, was installed, rendering the phones useless if a repair had been carried out by a non-Apple technician [40504]. The issue was related to a hardware failure within the home button or touch ID sensor, triggered by unauthorized repair providers or invalid components affecting the touch ID sensor [40504]. Apple later acknowledged this issue and released an update to resolve it [40505]. (b) The software failure incident related to the operation phase can be observed in the case of software updates causing older phones to slow down or shut down unexpectedly. This was attributed to new software demanding more resources from the device, affecting performance and battery life [51851]. Additionally, there were instances where operating system updates caused serious malfunctions and reduced performance, leading to the need for replacement with newer products, as seen in the case of Samsung and Apple in Italy [76485, 76750]. |
| Boundary (Internal/External) | within_system, outside_system | (a) within_system: The software failure incident related to Error 53 on iPhones was primarily within the system. Error 53 was triggered by repairs affecting the home button and its flex cable, specifically repairs made by unauthorized repair providers [40364, 40411, 40504, 40505, 40506, 70658]. Apple's security checks designed to protect customers led to the error, and any third-party repairs affecting the Touch ID sensor could result in the error [40411, 40504, 40505, 40506]. The issue was related to hardware failures within the home button and the pairing validation process [40504, 40506]. Apple's performance management feature also contributed to the incident by throttling system components as the battery degraded over time [76883, 97426]. (b) outside_system: Factors outside the system, such as the lack of information provided to customers about the impact of software updates, could have contributed to the software failure incident. For example, Apple and Samsung were fined in Italy for inducing consumers to install software updates without adequately informing them, leading to reduced performance and the need for newer products [76485, 76750]. Additionally, the advanced software putting a strain on the battery and processor as the phone ages could be considered an external factor contributing to the incident [77577, 76883, 97426]. |
| Nature (Human/Non-human) | non-human_actions, human_actions | (a) The software failure incident occurring due to non-human actions: - The software failure incident known as Error 53 was triggered by repairs that affected the home button and its flex cable, leading to iPhones being disabled after an iOS update [40364]. - Error 53 occurred when a non-Apple repairer replaced the home button on a damaged iPhone, causing the device to shut down after a subsequent OS update [40505]. - Error 53 generally occurred after a user tried to update their phone to iOS 8 or iOS 9, affecting about one in every 1,000 phones supplied by Apple or its resellers between September 2014 and February 2016 [60559]. (b) The software failure incident occurring due to human actions: - Apple's Touch ID fingerprint reader, which is part of the home button, could be disrupted by faulty screens or other invalid components, leading to Error 53 [40411]. - Some users encountered Error 53 messages even though their devices had not been altered or repaired, indicating that the issue was not solely due to repairs by non-official repair providers [40506]. - Consumers argued that Apple was deliberately causing refurbished iPhone 8 screens to malfunction to push users towards using licensed repair services, suggesting a potential human-driven motive behind the software update [70026]. |
| Dimension (Hardware/Software) | hardware, software | (a) The software failure incident occurring due to hardware: - The Error 53 issue was triggered by repairs that affected the home button and its flex cable, which are hardware components [40364, 40504]. - Error 53 occurred if the repairer changed the home button or the cable, leading to the phone being locked out due to the detection of non-original components [40504]. - Some users encountered Error 53 messages even though their device had not been altered or repaired, indicating a hardware failure within the home button or touch ID sensor [40506]. (b) The software failure incident occurring due to software: - The Error 53 issue was specifically related to the iOS software update, where the phone would check for original components after an update and lock out the device if non-original components were detected [40504]. - Apple admitted that the software was designed to perform a factory test, which unintentionally affected customers and led to the Error 53 issue [40505]. - The software update from Apple slowed down older iPhones to prevent unintended power-offs, which was a software tweak to manage performance as the battery degraded over time [97426]. |
| Objective (Malicious/Non-malicious) | malicious, non-malicious | (a) malicious: - The software failure incident related to Error 53 on iPhones was considered malicious as it was triggered by repairs made by unauthorized repair providers, affecting the touch ID sensor and leading to the device being disabled [40364, 40504, 40505]. - Apple's security measure, Error 53, was designed to protect customers from fraudulent Touch ID sensors being used, but it resulted in bricking devices that had been repaired by non-Apple technicians [40505]. (b) non-malicious: - Some users encountered Error 53 messages even though their devices had not been altered or repaired, indicating a non-malicious failure scenario [40506]. - The software update that slowed down older iPhones was not considered malicious but rather a feature designed to protect against battery problems and prolong the life of the devices, although it was poorly communicated to users [65998, 97426, 129209]. |
| Intent (Poor/Accidental Decisions) | poor_decisions, accidental_decisions | (a) poor_decisions: The software failure incident related to Error 53 on iPhones was initially perceived as a deliberate move by Apple to render devices useless if repaired by third-party technicians, leading to accusations of planned obsolescence [40364, 40504, 40505, 40506, 60559, 65998, 70026, 72371, 76485, 76750, 77577, 97426, 129209]. (b) accidental_decisions: Apple later claimed that the issue was a "factory test" and issued a fix through an updated version of its operating system, stating that it was not intended to affect customers, and offering reimbursements for out-of-warranty replacements [40505]. Additionally, some users encountered Error 53 messages even without any alterations or repairs to their devices, suggesting unintended consequences of the software update [40506]. |
| Capability (Incompetence/Accidental) | development_incompetence | (a) The software failure incident occurring due to development incompetence: - The Error 53 issue with iPhones was caused by a hardware failure within the home button's touch ID sensor, which led to the error message [Article 40504]. - Apple faced criticism for not properly considering the implications of third parties substituting parts on iPhones, leading to the Error 53 problem [Article 40506]. (b) The software failure incident occurring accidentally: - Apple initially claimed that the Error 53 issue was a "factory test" and not intended to affect customers, indicating it was an accidental issue [Article 40505]. - The issue of Error 53 rendering iPhones useless after a repair by a non-Apple technician was described as a malfunction that occurred between late 2014 and early last year [Article 60559]. |
| Duration | permanent, temporary | (a) The software failure incident described in the articles can be considered permanent due to contributing factors introduced by all circumstances. This is evident in the case of Error 53, where iPhones became useless if a repair was detected, leading to data loss and irretrievability [40504, 60559]. Additionally, Apple admitted to intentionally slowing down older iPhones through software updates to prevent unexpected shutdowns, which was seen as a deliberate action affecting the performance of the devices [65998, 76750, 97426, 129209]. (b) On the other hand, the software failure incident can also be seen as temporary due to contributing factors introduced by certain circumstances but not all. For instance, the issue of iPhones shutting down unexpectedly was attributed to battery conditions and processor demands, which could be mitigated by Apple's performance management feature throttling system components as the battery degrades over time [65998, 76883, 77577]. This suggests that the shutdowns were not solely caused by permanent factors but rather by specific conditions related to battery health and processor strain. |
| Behaviour | omission, value, other | (a) crash: Article 40504 mentions the "error 53" problem that permanently disables the iPhone if it detects a repair by a non-Apple technician, leading to the phone displaying "error 53" and becoming effectively dead after a software upgrade. (b) omission: Article 40505 discusses how a non-Apple repairer replacing a button on an iPhone or iPad led to the device shutting down after an operating system update due to the detection of a non-standard component, with no way to restart it. (c) timing: Article 66759 explains that Apple's iOS software starting with iOS 10.2.1 incorporated better power management capabilities to slow down devices in cases of cold temperature, low battery charge, or very old batteries to prevent unexpected shutdowns. (d) value: Article 65998 describes how Apple's intentional slowdown of iPhones with degraded batteries through software updates caused users to experience abrupt shutdowns, with poor communication leading to user backlash. (e) byzantine: Article 55520 delves into the complexities of Apple's sensor technology, highlighting the challenge of balancing false-negatives and false-positives for security reasons. (f) other: The articles also mention instances of users encountering Error 53 messages even without altering or repairing their devices, indicating a different type of behavior not fitting into the defined categories (Article 40506). |
| Layer | Option | Rationale |
|---|---|---|
| Perception | None | None |
| Communication | None | None |
| Application | None | None |
| Category | Option | Rationale |
|---|---|---|
| Consequence | property, non-human, theoretical_consequence | (a) death: People lost their lives due to the software failure - No information in the provided articles indicates that people lost their lives due to the software failure incident. [40504, 40505, 40506, 60559, 76485, 76750, 76883, 77577, 97426, 129209] (b) harm: People were physically harmed due to the software failure - No information in the provided articles indicates that people were physically harmed due to the software failure incident. [40504, 40505, 40506, 60559, 76485, 76750, 76883, 77577, 97426, 129209] (c) basic: People's access to food or shelter was impacted because of the software failure - No information in the provided articles indicates that people's access to food or shelter was impacted due to the software failure incident. [40504, 40505, 40506, 60559, 76485, 76750, 76883, 77577, 97426, 129209] (d) property: People's material goods, money, or data was impacted due to the software failure - The software failure incident led to iPhones being rendered useless, resulting in the loss of data and making the devices as technologically useful as a brick. Users faced the risk of losing photos and other data irretrievably. Some users had to contribute towards the cost of a new phone due to the error. [40504, 40505, 40506] (e) delay: People had to postpone an activity due to the software failure - No information in the provided articles indicates that people had to postpone an activity due to the software failure incident. [40504, 40505, 40506, 60559, 76485, 76750, 76883, 77577, 97426, 129209] (f) non-human: Non-human entities were impacted due to the software failure - The software failure incident impacted iPhones and iPads, rendering them useless if a repair was detected to have been carried out by a non-Apple technician. [40504, 40505, 40506, 60559] (g) no_consequence: There were no real observed consequences of the software failure - The software failure incident had real observed consequences, such as rendering iPhones useless, leading to data loss, and requiring some users to contribute towards the cost of a new phone. [40504, 40505, 40506, 60559, 76485, 76750, 76883, 77577, 97426, 129209] (h) theoretical_consequence: There were potential consequences discussed of the software failure that did not occur - The potential consequences discussed in the articles include the debate over planned obsolescence, intentional device slowdowns, and the impact on consumer welfare and electronic waste. However, these consequences were not directly observed in the context of the software failure incident. [76485, 76750, 77577, 97426, 129209] (i) other: Was there consequence(s) of the software failure not described in the (a to h) options? What is the other consequence(s)? - No other consequences of the software failure incident were described in the provided articles. [40504, 40505, 40506, 60559, 76485, 76750, 76883, 77577, 97426, 129209] |
| Domain | information, sales, manufacturing, finance, government | (a) The failed system was related to the information industry as it involved issues with Apple's software updates affecting the performance of older iPhone models [Article 76485]. (b) The transportation industry was not directly mentioned in the articles. (c) The failed system was not directly related to the natural resources industry. (d) The sales industry was indirectly impacted as Apple's actions led to customers potentially needing to purchase new phones due to software updates affecting the performance of older models [Article 40506]. (e) The construction industry was not directly mentioned in the articles. (f) The failed system was related to the manufacturing industry as it involved Apple's deliberate slowing down of older iPhones through software updates [Article 66686]. (g) The utilities industry was not directly mentioned in the articles. (h) The finance industry was indirectly impacted as Apple's actions could potentially affect consumer spending on new devices due to software updates affecting the performance of older models [Article 40506]. (i) The failed system was not directly related to the knowledge industry. (j) The health industry was not directly mentioned in the articles. (k) The entertainment industry was not directly mentioned in the articles. (l) The failed system was indirectly related to the government industry as it involved legal claims and investigations against smartphone manufacturers for their software practices [Article 76485, Article 129209]. (m) The failed system was not directly related to any other industry mentioned in the options. |
Article ID: 55520
Article ID: 40411
Article ID: 72371
Article ID: 129209
Article ID: 60559
Article ID: 51851
Article ID: 40505
Article ID: 65998
Article ID: 76485
Article ID: 40506
Article ID: 41103
Article ID: 70026
Article ID: 77577
Article ID: 40504
Article ID: 76883
Article ID: 120912
Article ID: 40364
Article ID: 66686
Article ID: 70658
Article ID: 76750
Article ID: 121316
Article ID: 97426
Article ID: 66759