Apple Rolling Out Remote Diagnostics Tool for iOS Devices?

Hardmac reports that Apple has made an internal announcement that it has completed work on tools that will allow support technicians to utilize remote diagnostics on iOS devices, receiving key information about device state. The report notes that the tools will allow Internet and telephone support staff to provide enhanced device support without customers having to bring their devices in to an Apple store or service center.

In effect, this systems operates entirely online. An email is sent to the device containing a URL (this can alsoo be entered by hand) and the device will connect via Mobile Safari and the telephone to start internal checks and sends the result of it to the Apple servers to which the service centres are connected.

The diagnostic system submits the Unique Device Identifier (UDID), device name, battery health and charging information, installed iOS version, and data on improper hangs and shutdowns.

As noted by AppleInsider, this tool sounds essentially identical to the existing iosdiags.apple.com site, which has been used for some time by Apple retail stores to wirelessly gather system information.

Currently, the Web application only works with an employee Apple ID and is not connected to an iTunes account. The data culled from the service reportedly provides an Apple Genius with the same information they would obtain plugging in an iPhone at the Genius Bar with a USB cable.

The system was said to have been put in place to make it easier to conduct mobile appointments away from the Genius Bar, in an effort to make it less crowded, AppleInsider was told. Using this tool in-store allows an employee to access diagnostic information wirelessly and quickly.

That iOS diagnostic functionality has been around for quite some time, first appearing as an OS X application for Geniuses known as Behavior Scan and used to read diagnostic information from devices connected via USB. That functionality later made its way to iOS in the form of the hidden iOS Diagnostics application, documented in our forums a year ago.

ios diagnostics
One of our retail contacts has told us that the iOS Diagnostics feature is currently not widely used in retail stores, as it is generally faster and easier to simply plug the device in at the Genius Bar. But it appears that Apple may finally be preparing to officially expand the remote diagnostics to allow users to take advantage of it upon direction from an Apple support agent. The expansion would offer a new method for remote support staff to receive information directly from a device rather than relying on the user to accurately track down and report the relevant details.

Top Rated Comments

LoganT Avatar
163 months ago
Sounds like a way for Apple to detect that you have jailbroken it and deny you any warranty.

Sounds like if you use this when you have a jailbroken phone, you're an idiot.
Score: 17 Votes (Like | Disagree)
Kaibelf Avatar
163 months ago
Sounds like a way for Apple to detect that you have jailbroken it and deny you any warranty.

Sounds like you shouldn't expect them to service a product you fundamentally altered. Does MS answer Adobe's support calls? Does HP service your Dell?
Score: 3 Votes (Like | Disagree)
justinfreid Avatar
163 months ago
Hopefully full VNC will follow

I hope this is introduction of the remote diagnostic tool is the beginning of a trend that eventually allows for native VNC of iOS.
While the iPhone Configuration Utility is useful, important support usually needs to be done while a user is mobile. A FaceTime like acceptance screen could manage VNC requests and I could see an orange floating bar (like the green one while in a call) at the top of the screen to indicate to the host user that their iPhone is being controlled.
Also, I bet enterprise IT departments will at some point get access to the diagnostic tool.
In any case, this seems like a good step towards managing iPhones in the field.
Score: 2 Votes (Like | Disagree)
vrDrew Avatar
163 months ago
Sounds like a way for Apple to detect that you have jailbroken it and deny you any warranty.

I swear that if Apple announced they were giving everyone in North America a free MacBook Air; a tasty chicken sandwich; and a case of Pepsi - within five minutes there'd be some fool on here whining that they were discriminating against vegetarians, promoting childhood obesity, or advocating socialism.

Several thrillion dollars of electronic infrastructure; billions of man-hours of scientific and engineering labor; and the fruits of two thousand years of scientific discovery have given us the Internet. A tool that allows some people to moan, ad nauseum, to an unwilling audience located in every corner of God's Green Earth.
Score: 1 Votes (Like | Disagree)
fishmoose Avatar
163 months ago
It is beyond stupid to assume Apple would develop tools for support just to detect a jailbreak, believe it or not - but Apple really isn't that obsessed with teenagers hacking their phones and pirating apps...

They make support tools to faster diagnose their products and thus save money on cutting down time spent on a device.
Score: 1 Votes (Like | Disagree)
iExpensive Avatar
163 months ago
I guess it's cool :o
Score: 1 Votes (Like | Disagree)

Popular Stories

Apple car wheel icon feature yellow

Apple Cancels Electric Car Project

Tuesday February 27, 2024 11:05 am PST by
Apple has canceled all plans to release an autonomous, electric vehicle, reports Bloomberg. Apple has been working on an Apple Car for more than a decade and invested millions of dollars into development before deciding it was not a viable project. Apple's Chief Operating Officer Jeff Williams today told approximately 2,000 employees working on the Apple Car that the project was canceled,...
iOS 18 Mock iPhone 16 Feature Gray

iOS 18 Rumored to Be Compatible With These iPhone Models

Tuesday February 27, 2024 6:31 am PST by
iOS 18 will be compatible with the iPhone XR, and thereby also the iPhone XS and iPhone XS Max models with the same A12 Bionic chip, according to a post on X today from a private account with a proven track record of sharing build numbers for upcoming iOS updates. The post was spotted by MacRumors contributor Aaron Perris, and it has since been deleted. However, this was likely because the...
iOS 17

iOS 17.4 Coming Soon With These New Features for Your iPhone

Monday February 26, 2024 6:08 am PST by
In a press release last month, Apple confirmed that iOS 17.4 will be released in March, and the update includes several new features and changes for the iPhone. Key new features in iOS 17.4 include major App Store changes in the EU, Apple Podcasts transcripts, and an iMessage security upgrade. The update also adds new emoji and includes preparations for the launch of next-generation CarPlay...
applearcade

Game Developers Describe 'Smell of Death' Around Apple Arcade

Monday February 26, 2024 7:24 am PST by
Some game developers are dissatisfied with Apple Arcade amid concerns about the subscription service's future, a new report claims. Sources speaking to mobilegamer.biz described a "smell of death" around Apple's games subscription service and noted the difference between the company's investment in TV and music, and its interest in games. "At the very top of the company there needs to be a ...
iPad Air 5

iPadOS 18 Rumored to Drop Support for These iPad Models

Tuesday February 27, 2024 6:55 am PST by
iPadOS 18 will drop support for iPad models equipped with the A10X Fusion chip, according to a post on X today from a private account with a proven track record of sharing build numbers for upcoming iOS and iPadOS updates. This means that iPadOS 18 would not be compatible with the first-generation 10.5-inch iPad Pro or the second-generation 12.9-inch iPad Pro models released in 2017. It...
Beyond iPhone 13 Better Blue Face ID Single Camera Hole

Six Reasons to Wait for Next Year's iPhone 17

Thursday February 22, 2024 4:20 am PST by
Apple's iPhone development roadmap runs several years into the future and the company is continually working with suppliers on several successive iPhone models concurrently, which is why we sometimes get rumored feature leaks so far ahead of launch. The iPhone 17 series is no different, and already we have some idea of what to expect from Apple's 2025 smartphone lineup. If you plan to skip...