Troubleshooting Guide - ACN IRIS 3000 User Manual

TROUBLESHOOTING GUIDE

Problem
I cannot turn on the power.
LCD screen is not turned on.
I cannot hear the call connection signal from
handset.
I cannot make a call.
I cannot receive incoming calls.
When I receive a call, the screen is turned on but
there is no ringing sound.
The call is connected, but the other party's screen
is dark and the sound quality is poor.
The call is connected, the screen is visible, but
there is no sound.
The call is connected, both audio and video are
present, but the called party cannot see or hear
me.
The call is connected, and I can see the screen
and hear the sound and the other party can see
me but cannot hear me.
The call is connected, both the audio and video
are present, and the called party can hear me but
cannot see me.
Troubleshooting
• Verify the power cable is connected correctly.
• Press top part of power switch on back of phone to verify it is down.
• Verify power outlet works by connecting a clock, radio, or other device to it.
• Power cycle the phone by turning the phone off and then on again.
• Verify the power cable is connected correctly.
• Press a key or lift handset to verify power saver mode is not on.
• Verify the handset is connected to the left port of the Video Phone.
• Verify the Internet cable is connected to the WAN port or LAN port.
• Verify the handset is connected to video phone.
• If the video phone is connected properly to the Internet, verify the registration lamp turns
on. If not, check if the server and user information are correct.
• If the Video Phone is connected correctly to the network, the called party may not be registered
with the same network.
• Power cycle the phone by turning the phone off and then on again.
• If you are using speed dial, verify the number is correctly registered in the Phonebook.
• If a called party uses a video phone installed on a private network or firewall system, the call
may not be connected.
• Family Plan customers may not call phones off the ACN network. Their phone numbers start
with 100 or 101.
• Verify the called number is correct. Long Distance and toll free calls require 1+ the area code
and phone number of the number called.
• If the video phone is installed on a private network or a firewall system, you may not receive
calls.
• Verify registration light is on. If the phone is not registered, you cannot receive calls.
• Power cycle the phone by turning the phone off and then on again.
• Verify the ringtone volume level is set higher than "1" in the "Sound Settings" menu.
• If the video phone is installed on a private network or behind a firewall, you may not be
receiving the other party's screen.
• Check and verify if a camera is connected to the called party's video phone.
• Check and verify if the called party's microphone is working.
• Increase the volume levels.
• If the video phone is installed on a private network or behind a firewall, you may not be
receiving the other party's audio.
• Check and verify if the called party's video phone is installed on a private network or a firewall
system.
• Check and verify if the audio/video input path is correctly configured in the "Set-up" menu
during a call.
• Check to see if the other party's audio/video device works properly.
• Verify the audio input path is configured correctly in the "Set-up" menu during a call.
• Verify that the called party's audio device works properly.
• Verify that the video input path is correctly configured in the "Set-up" menu during a call.
• Verify that the called party's video device is working properly.
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ACN IRIS 3000 VIDEOPHONE USER MANUAL