Face ID not working on iPad Pro 2024, TrueDepth sensor problem!

Thank you for reaching out. 🤗

According to Apple:

Using diagnostics available in iOS 14.6 or later, Apple has detected an issue with your TrueDepth camera that might cause it to not function as expected. The TrueDepth camera contains lasers, which might be disabled for safety reasons if the device malfunctions or is damaged. This won't prevent you from using your iPhone or iPad, but until your iPhone or iPad is updated or serviced, you might not be able to use Face ID, Animoji, Memoji, and some other features that use the front camera.

As a result, I recommend service.

Service Checklist:

• iPad service pricing.
• Check AppleCare Coverage.
• Get your iPad ready for service.

Service Appointment:

• Start a Service Request.

Contact Information:

• United States: 1-800-APLCARE.
• Contact Support.

Additional Support:

• iPad Support.
• iPad User Guide.
• Check Repair Status.

Good luck! 👋🏼😉

Smiliñ 😎 Brian

bhumitpatel06 wrote:

There’s no screen protector fitted on my iPad

If you are not using a screen protector and FaceID is inoperable, at least one element of the iPad's camera array (that includes the IR camera and IR dot-projector) has developed a faulty.

To reiterate, you’ll need to follow this guidance:

If Face ID isn't working on your iPhone or iPad Pro - Apple Support

If an alert says Face ID has been disabled on your iPhone or iPad Pro - Apple Support

If you unable to resolve a problem, you should seek assistance directly from Apple Support - or visit the Genius Bar at your local Apple Store or Apple Authorised Service Provider (AASP) - where the technicians will be able to hands-on test and assess your device:

Official Apple Support

Genius Bar Reservation and Apple Support Options - Apple

If you have a Screen Protector fitted, try removing it - as these can sometimes interfere with the FaceID sensor.

The FaceID camera array is reliant upon several components - including an IR camera and IR dot-projector. If any element of the array is faulty, or obstructed, FaceID will not work.

This iPad User Guide describes setup and use of FaceID on supported models of iPad:

Set up Face ID on iPad - Apple Support

If FaceID isn't working as expected, or has been disabled, you’ll need to follow this guidance:

If Face ID isn't working on your iPhone or iPad Pro - Apple Support

If an alert says Face ID has been disabled on your iPhone or iPad Pro - Apple Support

If you unable to resolve a problem, you would be well advised to seek assistance directly from Apple Support:

Official Apple Support

You might also visit the Genius Bar at your local Apple Store or Apple Authorised Service Provider (AASP) - where the technicians will be able to test and assess your device. If a fault is confirmed, you'll be in the best possible place to explore your available options:

Genius Bar Reservation and Apple Support Options - Apple

michele5389 wrote:

I am having the same problem after updating to 27.2.

If you have a Screen Protector fitted, try removing it - as these can sometimes interfere with the FaceID sensor.

The FaceID camera array is reliant upon several components - including an IR camera and IR dot-projector. If any element of the array is faulty, or obstructed, FaceID will not work.

This iPad User Guide describes setup and use of FaceID on supported models of iPad:

Set up Face ID on iPad - Apple Support

If FaceID isn't working as expected, or has been disabled, you’ll need to follow this guidance:

If Face ID isn't working on your iPhone or iPad Pro - Apple Support

If an alert says Face ID has been disabled on your iPhone or iPad Pro - Apple Support

If you unable to resolve a problem, you would be well advised to seek assistance directly from Apple Support:

Official Apple Support

You might also visit the Genius Bar at your local Apple Store or Apple Authorised Service Provider (AASP) - where the technicians will be able to test and assess your device. If a fault is confirmed, you'll be in the best possible place to explore your available options:

Genius Bar Reservation and Apple Support Options - Apple

michele5389 wrote:

Did that, didn’t work. Even had an Apple Support Tech remote into my device…no hardware issues. AGAIN, this is a software issue that ya’ll need to fix.

We can't "fix" anything.

This is a user-to-user technical community. Contributors here are all end-users, just like you. Other than the site Moderators, Apple neither monitors nor participates within this Community. As such, your comments here will not be seen by Apple Support.

If the advice offered isn't working for you, you would be best advised to seek assistance directly from Apple Support. You can contact the Support Team using the Support link at top-right or bottom-left of this page.

Alternatively you can initiate and manage your support cases using the excellent Apple Support App. If not already installed on your iPad, the App can be downloaded from the App Store:

https://apps.apple.com/app/apple-support/id1130498044

You might also visit the Genius Bar at your local Apple Store or Apple Authorised Service Provider (AASP) - where the technicians will be able to assist with troubleshooting:

Genius Bar Reservation and Apple Support Options - Apple

bhumitpatel06 wrote:

I have an iPad Pro 2024 model, and the software is up to date. However, two days ago, my iPad couldn’t recognize my face through Face ID. Even in camera portrait mode, it’s not working. I think the issue is with the iPad’s TrueDepth sensor. It hasn’t fallen or been accidentally damaged, so I’m not sure what caused it. I’ve searched online, but I haven’t found a solution. The only option I have is to factory reset and see if that fixes the problem.

Has anyone else experienced a similar issue with Face ID? If so, what was the solution? What are the chances that resetting the iPad will fix the sensor problem? If not, what’s the cost of repairing it?

If Face ID isn't working on your iPhone or iPad Pro - Apple Support

If an alert says Face ID has been disabled on your iPhone or iPad Pro - Apple Support

Hi, this is not Apple Support. Apple and Apple Support do not participate in the communities here. They only moderate our posts to insure all user guidelines are followed in regard to content and user behavior. Your comments will not be reviewed by Apple. Everyone posting and commenting are just fellow Apple users like yourself. You can use the feedback form I linked below, but best response will be for you to contact Apple Support.

Product Feedback - Apple

If you’re in the US, please call  1-800-MY-APPLE, or outside the US, consult the support articles below. In Canada, call 1-800-263-3394.

Contact Apple for support and service - Apple Support

Genius Bar Reservation and Apple Support Options - Apple

I am looking for Apple Support so I apologize for making the assumption you are Apple, seeing you seem to be answering on their behalf.

Glad to know that and will take it into consideration going forward when purchasing Apple products.

There’s no screen protector fitted on my iPad

I am having the same problem after updating to 27.2.

Did that, didn’t work. Even had an Apple Support Tech remote into my device…no hardware issues. AGAIN, this is a software issue that ya’ll need to fix.

Got it.