Published Date: 2016-09-13
| Postmortem Analysis | |
|---|---|
| Timeline | 1. The software failure incident related to the iOS 10 update happened on September 13, 2016 [48010, 47847, 47989]. 2. The connectivity issue with the iOS 10 update was reported on September 16, 2016 [47726]. |
| System | 1. iPhone and iPad devices running iOS 10 [48010, 47847, 47989] 2. iPhone 6, 6+, and 5SE models [47726] |
| Responsible Organization | 1. Apple [48010, 47847, 47989, 47726] |
| Impacted Organization | 1. iPhone and iPad users [48010, 47847, 47989] 2. T-Mobile customers using iPhone 6, 6+, and 5SE models [47726] |
| Software Causes | 1. The software cause of the failure incident was a glitch in the iOS 10 update that caused 'bricking' problems for iPhone and iPad users, rendering their devices temporarily unusable [48010, 47847, 47989]. 2. Another software cause was an error window that appeared during the update process, prompting users to plug their devices into iTunes, leading to further issues and potential need for restoring to factory settings [47847]. 3. Connectivity issues were also reported after the iOS 10 update, with T-Mobile warning iPhone customers not to download the update due to reported problems, which Apple later fixed [47726]. |
| Non-software Causes | 1. Hardware issues with the iPhone and iPad devices, such as needing to connect to iTunes for recovery mode [48010, 47847, 47989, 47726] 2. Connectivity issues reported by T-Mobile for iPhone 6, 6+, and 5SE models [47726] |
| Impacts | 1. The iOS 10 update caused 'bricking' problems for iPhone and iPad users, rendering their devices temporarily unusable [48010, 47847, 47989]. 2. Users experienced issues downloading the iOS 10 update, leading to error messages and the need to connect to iTunes for restoration or updating [47847]. 3. Some users reported connectivity issues after updating to iOS 10, prompting warnings from carriers like T-Mobile to avoid the update [47726]. 4. The software failure incident resulted in drained batteries, connectivity problems, and app-specific issues for some users [47726]. 5. The glitch in the iOS 10 update affected a small number of users during the first hour of availability, leading to inconvenience and frustration [48010, 47989]. 6. Apple had to issue instructions for affected users to restore their 'bricked' devices through iTunes, causing inconvenience and potential data loss [48010]. 7. The software failure incident highlighted the importance of backing up devices before software updates to prevent data loss [47847]. |
| Preventions | 1. Ensuring thorough testing and quality assurance before releasing the software update could have prevented the software failure incident [48010, 47847, 47989]. 2. Delaying the release of the software update until all potential issues were resolved could have prevented the software failure incident [47847, 47726]. 3. Providing clear and detailed instructions for users on how to handle any potential issues that may arise during the update process could have prevented the software failure incident [48010, 47847, 47989]. 4. Implementing a more robust and reliable update process that minimizes the risk of bricking devices could have prevented the software failure incident [48010, 47847, 47989]. 5. Conducting a pilot release or beta testing with a smaller group of users to identify and address any issues before a full-scale release could have prevented the software failure incident [47726]. |
| Fixes | 1. Updating iTunes to the newest version, 12.5.1, and then updating the iPhone by plugging it into the computer [47847]. 2. Putting the device in recovery mode and setting it up just like when it came out of the box, connecting to iTunes, and choosing 'Update' or 'Restore' as needed [48010]. 3. Holding down both the Sleep/Wake button and Home button for at least 10 seconds to restart the device and enter recovery mode, then choosing 'Update' in iTunes [48010]. 4. Connecting the device to a computer, restarting it by holding down both the Sleep/Wake buttons and Home button, and choosing 'Update' in iTunes [48010]. | References | 1. Social media users sharing images and complaints about their devices being rendered unusable by the iOS 10 update [48010, 47989]. 2. Apple spokesperson who provided information about the software update issue and its resolution [48010, 47847, 47989]. 3. Apple's official statements regarding the software update problems and fixes [47847, 47989, 47726]. 4. Reports and warnings from T-Mobile regarding connectivity issues with iOS 10 [47726]. 5. Users who experienced problems with the iOS 10 update, including issues with battery drainage, connectivity problems, and specific app malfunctions [47726]. |
| Category | Option | Rationale |
|---|---|---|
| Recurring | one_organization, multiple_organization | (a) The software failure incident having happened again at one_organization: The incident of software failure with iOS updates has happened before with Apple's products. For example, in 2011, users encountered multiple error messages when updating to iOS 5, and in May 2016, the iOS 9.3.2 update caused a larger bug for some iPad Pro customers [48010]. (b) The software failure incident having happened again at multiple_organization: The article mentions that Apple's iOS 10 release faced issues, but it also highlights that T-Mobile warned iPhone customers not to download the iOS 10 update due to connectivity problems. This indicates that similar incidents have occurred with different organizations or carriers [47726]. |
| Phase (Design/Operation) | design, operation | (a) The software failure incident related to the design phase: - The incident with iOS 10 causing 'bricking' issues for iPhone and iPad users was due to a glitch that appeared after customers downloaded the update wirelessly [48010]. - Apple acknowledged a brief issue with the software update process affecting a small number of users during the first hour of availability, indicating a problem introduced during the development or update process [48010]. - The iOS 9.3.2 update released in May was supposed to prevent bugs but instead added a larger one for some iPad Pro customers, showing a history of problems with Apple software updates [48010]. - Apple had issues with iOS 8 in the past, where a bug prevented the HealthKit feature from launching, and the iOS 8.0.1 update caused problems with cellular networks and Touch ID [47847]. (b) The software failure incident related to the operation phase: - Users who experienced issues with the iOS 10 update were advised to connect to iTunes to complete the update or contact AppleCare for help, indicating problems arising during the operation or use of the system [48010]. - T-Mobile warned iPhone customers not to download iOS 10 due to connectivity issues, adding to complaints about the system, which could be attributed to operational challenges [47726]. - Some users found their iPhones and iPads inoperable after installing the iOS 10 update through Wi-Fi, requiring them to connect to a computer with iTunes to recover their devices, highlighting operational difficulties [47726]. |
| Boundary (Internal/External) | within_system | (a) The software failure incident related to the iOS 10 update can be categorized as within_system. The incident was caused by a glitch in the iOS 10 update that rendered some iPhones and iPads temporarily unusable [48010, 47847, 47989]. The glitch affected a small number of users during the first hour of availability of the update, and Apple quickly resolved the issue by providing instructions to affected users to connect to iTunes for completing the update or contacting AppleCare for help [48010, 47847, 47989]. The problem originated from within the software update process itself, leading to devices being bricked and requiring users to follow specific steps to restore functionality [48010, 47847, 47989]. (b) Contributing factors that originate from outside the system were not explicitly mentioned in the articles. |
| Nature (Human/Non-human) | non-human_actions, human_actions | (a) The software failure incident occurring due to non-human actions: - The software failure incident related to iOS 10 causing 'bricking' issues for iPhone and iPad users was primarily due to a glitch in the software update process [48010, 47847, 47989]. - Users experienced issues such as devices becoming temporarily unusable after downloading the update wirelessly, leading to the need to connect to iTunes for recovery [48010]. - Apple acknowledged a brief issue with the software update process affecting a small number of users during the initial availability of iOS 10 [48010, 47847, 47989]. - The glitch was quickly resolved by Apple, and affected users were advised to connect to iTunes to complete the update or seek help from AppleCare [48010, 47847, 47989]. - The problem was not as severe as previous incidents with iOS updates, but it did inconvenience users who had to go through the recovery process [47989]. (b) The software failure incident occurring due to human actions: - The software failure incident related to iOS 10 update also involved human actions such as users rushing to download the update, which exacerbated the impact of the glitch [47989]. - Users were recommended to update iTunes on their computers and then update their iPhones by connecting them to the computer, indicating a need for human intervention in the recovery process [47847]. - Apple advised users to back up their devices and download the update through iTunes, highlighting the importance of human actions in ensuring a smooth update process [47726]. - Some users encountered issues with specific apps like the Messages app after updating to iOS 10, suggesting potential human-related issues in app development and testing [47726]. |
| Dimension (Hardware/Software) | hardware, software | (a) The software failure incident occurring due to hardware: - Article 47726 reports that T-Mobile warned iPhone customers not to download Apple's latest software update, iOS 10, due to connectivity issues on iPhone 6, 6+, and 5SE models. This warning from T-Mobile indicates that there were hardware-related connectivity problems affecting users after the iOS 10 update was installed [47726]. (b) The software failure incident occurring due to software: - Articles 48010, 47847, and 47989 highlight software failures related to the iOS 10 update causing glitches, bricking issues, and errors for iPhone and iPad users. These incidents were primarily caused by software issues within the iOS 10 update, leading to devices becoming temporarily unusable or experiencing errors during the update process [48010, 47847, 47989]. |
| Objective (Malicious/Non-malicious) | non-malicious | (a) The articles do not mention any malicious intent behind the software failure incidents. [48010, 47847, 47989, 47726] (b) The software failure incidents mentioned in the articles were non-malicious in nature. The issues were related to glitches, errors, and problems encountered during the software update process, affecting a small number of users. Apple acknowledged the problems and worked to resolve them, advising affected users to connect to iTunes for assistance. [48010, 47847, 47989, 47726] |
| Intent (Poor/Accidental Decisions) | poor_decisions, accidental_decisions | (a) poor_decisions: The software failure incident related to the iOS 10 update for Apple devices was primarily due to poor decisions made during the software release process. Apple released the update, which caused 'bricking' issues for some iPhone and iPad users, without thoroughly testing it, leading to devices becoming temporarily unusable [48010, 47847, 47989]. (b) accidental_decisions: The software failure incident was also influenced by accidental decisions or unintended consequences. For example, users who experienced issues with the update were instructed to connect their devices to iTunes for recovery, but some ended up facing further errors or having to restore their devices to factory settings, erasing all content and settings [47847, 47726]. |
| Capability (Incompetence/Accidental) | development_incompetence, accidental | (a) The software failure incidents reported in the articles can be attributed to development incompetence. In Article 48010, it is mentioned that the latest version of Apple's mobile operating system, iOS 10, caused serious 'bricking' problems for iPhone and iPad users. This issue arose after customers downloaded iOS 10 wirelessly, leading to their devices being rendered temporarily unusable. Additionally, the article highlights previous instances of Apple software updates encountering problems, such as the iOS 9.3.2 update that added a larger bug for some iPad Pro customers [48010]. Furthermore, in Article 47847, it is reported that some users faced issues downloading the iOS 10 update, which resulted in error messages prompting them to plug their devices into iTunes for restoration or updating. This indicates a lack of smooth software update process, possibly due to development issues [47847]. (b) The software failure incidents can also be considered accidental. In Article 47726, it is mentioned that Apple confirmed a "brief issue with the software update process affecting a small number of users during the first hour of availability." This suggests that the software failure was not intentional but rather an accidental occurrence during the update process [47726]. |
| Duration | temporary | (a) The software failure incident reported in the articles was temporary. Users experienced issues with their iPhones and iPads after downloading the iOS 10 update, which rendered their devices temporarily unusable. Apple acknowledged the problem and provided instructions for affected users to connect to iTunes to complete the update or contact AppleCare for help. The issue was quickly resolved, and affected users were able to restore their devices by following the provided steps [48010, 47847, 47989, 47726]. |
| Behaviour | crash, omission, value, other | (a) crash: - Article 47847 describes a situation where users experienced issues downloading the iOS 10 update, and their iPhones showed an error window, requiring them to plug it into iTunes, which eventually led to the need to restore the phone to factory settings, causing it to lose all content and settings [47847]. (b) omission: - Article 47726 mentions complaints from customers that the iOS 10 update left iPhones and iPads inoperable and sometimes trapped in a cycle of rebooting on and off, indicating an omission in performing the intended functions [47726]. (c) timing: - There is no specific information in the articles indicating a timing-related failure. (d) value: - Article 48010 reports that the iOS 10 update caused serious 'bricking' problems for iPhone and iPad users, rendering their devices temporarily unusable, which is an example of the system performing its intended functions incorrectly [48010]. (e) byzantine: - There is no specific information in the articles indicating a byzantine-related failure. (f) other: - The behavior of the software failure incident in this case could also be categorized as a glitch or bug, where the update process affected a small number of users during the first hour of availability, leading to issues like bricking devices or connectivity problems [48010, 47847, 47989, 47726]. |
| Layer | Option | Rationale |
|---|---|---|
| Perception | None | None |
| Communication | None | None |
| Application | None | None |
| Category | Option | Rationale |
|---|---|---|
| Consequence | property, delay | The consequence of the software failure incident described in the articles is mainly related to property being impacted due to the software failure. Users experienced their iPhones and iPads becoming temporarily unusable or "bricked" after attempting to update to iOS 10 [48010, 47847, 47989]. This resulted in inconvenience and frustration for the affected users, who had to connect their devices to iTunes and follow specific steps to restore their devices to working condition. Additionally, there were reports of connectivity issues and battery drain problems following the update, further impacting the functionality of the devices [47726]. |
| Domain | information, finance, other | (a) The software failure incident reported in the articles is related to the information industry, specifically affecting iPhone and iPad users due to issues with the iOS 10 update. Users experienced problems such as devices being rendered temporarily unusable, requiring them to connect to iTunes for recovery and update processes [48010, 47847, 47989, 47726]. The glitch caused inconvenience to users and prompted Apple to provide instructions for restoring the affected devices. (h) The software failure incident also impacted the finance industry indirectly as users who rely on their iPhones for financial transactions or related activities were affected by the iOS 10 update issues. The glitch could have disrupted financial transactions or access to financial apps on the affected devices [48010, 47847, 47989, 47726]. (m) The software failure incident can be categorized under the "other" industry as it pertains to the technology sector and the functioning of mobile devices, which may not fit directly into the predefined industry categories. The incident highlights the importance of software reliability and the impact of system failures on users' daily activities and interactions with technology [48010, 47847, 47989, 47726]. |
Article ID: 48010
Article ID: 47847
Article ID: 47989
Article ID: 47726