Frequently Asked Questions
IRIS 3000 FAQ - Trouble Shooting
When my new phone is first registering, the phone seems non-responsive. What should I do?
The first time the phone boots up, it will take at least three to five minutes. The phone may appear non-responsive during this time, and pushing buttons won’t impact the phone. The registration light will come on when registration is complete, and the buttons should respond.
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At what point during troubleshooting should I attempt to Factory Reset the IRIS 3000?
Power cycling the video phone is just as effective in fixing issues as Factory Reset, and it’s much quicker. Simply turn the phone off for at least five seconds and then turn it back on. A Factory Reset should only be performed if the IRIS 3000 is having trouble acquiring a new version of firmware.
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I can’t see or hear callers.
Power cycle. (Remember, the person you are calling must also have a video phone in order for them to see you.) If the video phone is connected to a router, you may have to open the ports that the video phone uses for audio and video transmission. Port 5000 is for video and port 9000 is for audio.
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My phone is registered, but I am unable to make any outbound calls.
You can only make outbound calls from the Main Menu, Call Log screen or from the Phone Book. If using an extension (via the FXS port), the phone must be in the main menu.
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Why do I have an "Extension in Use" displayed on my IRIS 3000 screen?
This error message can be caused by using the incorrect power cable. The IRIS 2000 power cable will still power up the IRIS 3000, but you may get the "Extension in Use" message after it boots up. Also, the error message could indicate that the handset is plugged into the back of the phone instead of the left side jack.
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I'm connecting my phone directly to a cable modem and it doesn't register or get an IP address. What do I do?
This is the recommended procedure that should only be used as a temporary fix:
- Power on the cable modem and wait for all indicator lights to return to normal
- Unplug the Ethernet cable connected to the IRIS 3000
- Power on IRIS 3000 and wait for the ACN logo screen to pop up
- Plug in the Ethernet cable to the IRIS 3000
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Known Temporary Issues
ACN is continuing to enhance the IRIS 3000 Videophone through software upgrades that are seamless to our customers and will happen when your phone is on and connected to the Internet. Issues below will be corrected with future software releases.
Temporary Issue |
Resolution |
My calls to the IRIS 2000 are lower quality than to the IRIS 3000. |
Future software releases will improve the quality. Please keep in mind that the new IRIS 3000 has greater technical capabilities than the IRIS 2000. |
The video phone is non-responsive or frozen. |
Power cycle. |
I am experiencing one-way audio on my video phone. |
Place the call on hold and then release. This should restore two-way audio. |
The image appears to be poor quality. It looks pixilated or blocky. |
Set the bandwidth on the phone to the highest upload speed supported by your ISP connection. Please reference the IRIS 3000 User Manual for speed test and device configuration. |
My video and audio sync is off during a call. |
Place the caller on hold and then release. |
There is chirping and howling when I’m talking on speakerphone.
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Pick up the handset and adjust the volume, or place the caller on hold and release. |
My phone says ACN all the time. Is there a way to turn off the screen when I’m not using the phone.
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If you don’t have an SD or USB card, turn the Photo Frame feature OFF. This setting can be accessed by going into Settings and then Display options. |
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