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ACN Iris WG4K Troubleshooting

The video phone does not respond, or show any sign of powering up

Ensure that the power cable is connected properly to an outlet. If the device's power cable is plugged into a working outlet and it still does not power on, consider purchasing a replacement power cable.

Verify that the wall outlet you are using works properly. Try connecting a clock or a lamp to the socket to ensure that it works and it is transmitting electricity.

The keys on your video phone won't respond, or appear to be stuck in place

If the entire keyboard fails to respond, try replacing it with this guide

If keys can't be pressed, there may be something below the physical key that prevents them from being pushed down. To fix this, remove the plastic casing and make sure nothing is stuck underneath the keys. Clean the area underneath, and ensure that it is sufficiently clean. Once that has been done, reinstall the plastic casing.

Unable to hear sounds through phone when making or receiving a call

Ensure the handset is plugged into the correct port of the device. The telephone should be plugged into the phone jack located on the left side of the device. If audio still is not going through, replace the handset with another phone.

Accessories connected to the phone via cable/port don’t work or won’t connect

If your device is on but accessories inserted into the device's sockets are not functioning as intended, or at all, try unplugging them and re-plugging them. Should the problem persist, try testing them using a different device to check if they are functional. If they still do not operate correctly consider purchasing new accessories.

The screen is black when trying to make a video call

Your brightness settings may be too low to see anything. Adjust the brightness of your LCD screen through the “Configuring Display” option in the settings menu.

Your call may be suffering from a minor glitch. Cancel the call and try again.

The person you are calling may not be visible because they are in a dark setting. Ask the other party to improve the lighting in their room.

The person you are calling may have installed their device on a private network or behind a firewall. Ask them to reinstall the device on a public network or disable their firewall.

Your LCD screen may be faulty or damaged. Replace the LCD screen by following this guide.

Device won’t exit video mode when making phone-only calls

Ensure that when making an audio-only call that you have pressed the “Video Privacy” button on your device. This button can be located at the bottom of the keypad. If your device does not cancel video streaming, try turning your device off and back on. If the problem persists, you may need to replace keys from the keypad or the motherboard.

I want to make a call, but I can’t hear the person I’m calling

Your volume levels may be set too low to hear. Increase the volume levels through the settings menu.

The person you are calling may have their mute setting on. Ask the other party to confirm that their mute setting is off.

The person you are calling may have installed their device on a private network or behind a firewall. Ask them to reinstall the device on a public network or disable their firewall.

The speakers installed in your device may be faulty or damaged. Replace the speakers by following this guide.

The person you are calling may be a mime. Ask the other party to confirm that they are not a mime.

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