Apple scrambles to fix iOS 8, but reports of trouble persist
Apple released an update late Thursday to fix a software glitch in its new mobile operating system, iOS 8, for iPhones and iPads, but reports of trouble persisted on Friday.
The updated version, iOS 8.0.2, was issued to address problems that emerged as soon as users began downloading iOS 8.0.1 on Wednesday. As CNET reported, it quickly became apparent that iPhones running the software could no longer connect to a cellular network to make calls. In addition, the Touch ID fingerprint sensor on some devices stopped working, meaning people could not unlock their phones.
Apple reacted quickly, putting a stop to the 8.0.1 update after a little over an hour, and promising that 8.0.2 would come quickly. It also issued a workaround for those who'd lost cell service or the use of the Touch ID feature.
"iOS 8.0.2 ... fixes an issue that affected iPhone 6 and iPhone 6 Plus users who downloaded iOS 8.0.1, and includes improvements and bug fixes originally in iOS 8.0.1," the company said in a statement Thursday. "We apologize for inconveniencing the iPhone 6 and iPhone 6 Plus users who were impacted by the bug in iOS 8.0.1."
However, as users around the world got their hands on iOS 8.0.2, some continued to report issues. Macrumors.com said some users in Australia were still experiencing Touch ID and cellular connection problems after updating to iOS 8.0.2.
As Apple scrambled to deal with the unexpected technical issues and negative publicity, analysts said the company's response may be more important than the glitch itself.
"There's a certain perception that Apple has to get things right, and when they don't, the whole company gets questioned," said Carolina Milanesi, chief of research at Kantar Worldpanel. "But they came out and said 'We apologize; we're working 24/7 to fix it.' I think that's what matters."
Apple's stock fell nearly 4 percent Thursday, leading a broader decline in technology shares.
The company has also taken some flak over social media reports that the iPhone 6 Plus phone can bend in a user's pocket.
In a statement Thursday, Apple defended its manufacturing standards and said bending "is extremely rare" with normal use of an iPhone. The company said just nine customers had contacted Apple to report a bent iPhone 6 Plus since they went on sale Friday, Sept. 19.
Cupertino, Calif.-based Apple said it sold a record 10 million of the new iPhone models over their debut weekend, in what the company has called one of the biggest product launches in its history. It also reported this week that nearly half of all iPhone and iPad users had upgraded to the iOS 8 operating system.
The need for subsequent fixes to new software is not uncommon, notes veteran tech analyst Ross Rubin of Reticle Research. "All major companies have released fixes that they've had to pull because of unforeseen side-effects," he added.
Apple is held to a higher standard by many consumers, analysts said. But Milanesi said she thought the company suffered more harm a few years ago, when it was slow to acknowledge complaints about poor reception and dropped calls that affected new iPhone 4 models when they were released in 2010. The company eventually offered a fix for the problem, after then-CEO Steve Jobs initially suggested users just needed to hold the phone differently.
"There wasn't any of that this time," Milanesi said. She noted that Jobs' successor, CEO Tim Cook, had also taken responsibility and apologized for initial problems with Apple's Maps software when it was first released.
Meanwhile, one analyst said Thursday's stock sell-off was more likely related to broader market concerns than investor unease about the new iPhones.
"Earnings is what drives the stock the most," said Walter Piecyk of BTIG Research. "It's too early to say what the impact's going to be, but it does not appear to be something that would impact the company's ability to deliver on earnings" in the next two quarters.
Apple said users affected by the software glitch can connect their phone to a Mac or Windows computer and download a file to restore an earlier version of the iOS 8 software. Apple offered a web page where users could find instructions.