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ACN Iris WG4K Troubleshooting

Device Won't Turn On ¶ 

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

Faulty Power Cable ¶ 

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.

Faulty Wall Outlet ¶ 

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.

Unresponsive Keys ¶ 

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

Faulty Keys ¶ 

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

Keys Are Stuck In Place ¶ 

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.

Handset Won’t Receive or Send Audio ¶ 

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

No Input/Output Audio from Handset ¶ 

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.

Unresponsive or Jammed Ports ¶ 

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

Connected Accessories Don’t Work ¶ 

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.

Screen Won’t Display Video ¶ 

The screen is black when trying to make a video call

Low Brightness Setting ¶ 

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.

Failed Call ¶ 

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

Dim Lighting ¶ 

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.

Private Network or Firewall ¶ 

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.

Malfunctioning Video Screen ¶ 

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

Audio Only Calls ¶ 

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

Video Streaming Won’t Cancel ¶ 

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.

Speakers Won’t Play Audio ¶ 

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

Low Volume ¶ 

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

Mute Setting ¶ 

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

Private Network or Firewall ¶ 

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.

Malfunctioning Speakers ¶ 

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

Mime ¶ 

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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