iPhone 11 Max Screen Black or Frozen. Problem Solved!

When we are not traveling or depending on mobile data plans, we try to keep our Apple devices on our local WiFi network with automatic updates selected to make certain the latest version of iOS is always installed. This choice has served us well for many years for many different models of the Apple iPod, iPad, and iPhone.

Well, our luck ran out. During a recent overnight update to iOS on an iPhone 11 Pro, we had what appeared to be a "bricked" device. The iPhone screen was black and no combination of button presses, cable connections, or wireless chargers seemed to be able to wake the phone.

A search through the Apple online support resources surprisingly did not provide much help, so we called Apple Support and received this assistance; information that we were not able to find online.

If your screen is black or frozen, you need to force restart your device. A force restart won't erase the content on your device. You can force restart your device even if the screen is black or the buttons aren't responding.

For iPhone models with Face ID, press and quickly release the Volume Up button. Press and quickly release the Volume Down button. Then press and hold the Side button until the device restarts.

We had to repeat this force reset process several times before the iPhone 11 actually "woke up."

Once awake, the phone needs to complete the failed iOS update process. Plug the phone into a computer with iTunes installed. When you get the option to restore or update, choose Update. Your computer will try to reinstall iOS without erasing your data.

These steps successfully recovered our iPhone 11 Max from the failed iOS update and restored the phone with no data loss. Crisis adverted and problem solved!

Verizon FiOS - Remote DVR Access Problems

One of the great things about the Verizon FiOS set-top boxes being IP (Internet Protocol) enabled is that it provides the opportunity for the devices to be securely accessed by remote applications. 

I find it very convenient to use these apps to see what is already recorded, or scheduled to be recorded on the DVR ("Digital Video Recorder"), while in a remote location. It's also nice to be able to schedule new recordings when I'm are not at home with the remote control in-hand. Verizon offers this capability for all FiOS customers via the Verizon website and through applications for mobile devices like the iPhone, iPad, and Android.

I had been using this feature while traveling on business or out with friends for several months without a problem. Then, for no apparent reason, the app broke.

[sigh]

Suddenly, whenever I would attempt to connect to the FiOS DVR from the Verizon website, iPhone, or iPad, I would receive an error message that stated "Set-Top Box is not responding," "Bad Gateway," or "Network connection timed out." I chalked it up to a gremlin and waited a few days before trying again. Unfortunately, I got the same result.

Searching online, I found that this seemed to be a rather common problem for Verizon. There were a number of people who complained that the Verizon Support Representatives were not of much help when trying to fix this issue. I can confirm that, as my own chat session started with the rep telling me that the iPhone and iPad were not capable of remotely accessing the FiOS DVR... which would probably be a real surprise to the Verizon folks who designed and coded the iPhone and iPad app.

After spending way too much time trying to work with the Verizon support representatives, I was able to easily resolve the problem myself. If you are having this same issue with remote DVR control capability, this blog post may be of some help.

First, two real basic things to check. 

     Is the DVR turned on?

     Is the FiOS router turned on?

Yes. I know that should be obvious, but you may be surprised...

Based upon the information I've been able to gather, the remote DVR error messages are related to a port mapping issue on the Verizon back-end system. As you may have already determined, rebooting the set-top box or FiOS router does not correct the problem. Apparently, Verizon Tech Support can perform some remote magic to fix this mapping problem, and I believe that magic is simply rebooting the ONT ("Optical Network Terminal"). 

The ONT is the device that provides the interface between the Verizon fiber optic network and the Ethernet / coax system in your house. This device is most often located in some other place away from the FiOS router, usually mounted on the outside of the building. Very close by the ONT, on the inside of the building, is the device's power supply. The unit includes a AC power transformer, AC to DC power supply and conditioner, and a large battery to provide uninterruptible power to the ONT. In order to reboot the ONT on-site, you must first disconnect the AC power (i.e. unplug the power supply from the 120 volt wall outlet) and then disconnect the backup battery.

Warning! Rebooting the ONT will temporarily disable your connection to the Verizon FiOS system. Be certain that all of your network users are aware that their Internet connection and television signal will be interrupted during this process.

To disconnect the backup battery, open the swinging battery door on the ONT power supply and disconnect the battery plug to the power supply (circled in blue in the photo) by squeezing the connector's tabs and pulling straight out. Wait about ten seconds and then reconnect the backup battery and plug the power supply back into the AC outlet. 

Once the power has been restored, the ONT will reboot, resetting the port mapping which should quickly fix the problems that you have been experiencing with remote DVR access. This process is straight-forward, simple, and doesn't require having to deal with Verizon Tech Support!

[yea!]