What to do when your video phone gets a little sluggish?
If it is acting up or does not “register” or simply can’t make a call? May be it needs a “reset”
Like any other electronic gadget, your video phone may need to be “reset” once in a while.
2 types of video phone reset
type 1 – turn off and unplug everything and i mean everything.
The phone itself, the router up to the modem. Basically, turn off and unplug everything that the video phone is connected to. give it about a minute or two. This will allow all the power in the circuitry to be drained out. Then plug everything back and turn everything back on.
type 2 – hold down the “0” zero button on the number pad.
This is the type of reset which 
brings back the video phone into its factory default settings, is usually the last thing that a tech support would suggest (if ever you have the time to call) since it will erase all your personalized settings, phone directory, etc.
The way to do this is:
1. turn off the phone
2. hold down the zero button
3. while pressing down on the zero button, turn on the phone. do not let go of the zero until you see on the video phone screen the phrase “loading system” or “system loading”. give it about 3 seconds then let go of the zero.
These are just simple trouble shooting stuff that you could do on your own, specially if you don’t have the time or access to call the tech support.
Just like what happened to one of the phones we sent over to the Philippines. The phone would not “register”. Calling tech support from overseas without the video phone would cost an arm and a leg not only because it would be an international call but also because of the long wait time. So the customer got in touch with me, I gave the same instructions above, and there it went.
Filed under: Uncategorized | Tagged: philippines, reset, tech support, video phone |
A.c.n.technicalities 
Good tip. I’ve just tested the Reset with my video phone
thanks, glad to be of help
This resetting way is not the way to reset the videophone, it dose not have a function on the “0” button. A factory reset dose not delete your phonebook only your calllog and your pre defined settings.
For makeing a factory reset you go in to the menu and you need a password that the customer service can provide you with.
One more side not to turn the videophone off the correct way is not just turn it off and on again. You go in to “menu” press the up arrow for about 3sec. this will make the reg light blink and its a text on the screen telling you know its safe to turn it off. This was implimented in version 55.
the post was referring to the videophone version prior to Iris 3000. thanks for the update
my videophone is not working when i turn it on its give me the ACN and stops there and i cant do anything
This only means that the Video Phone could not register to the system. Either your internet has slowed or the data between the router and the Video Phone had some sort of interference.
Turn off and unplug all devices. (video phone, router, modem) let it stand for about 5 min. to let all the devices stored power drain out. Start powering up from the modem, router then the video phone.
This usually does the trick and this is the first thing that the tech support will ask you to do anyway.
If the above does not work, below are ACN’s Support information. (expect the technician to ask you to do the powering down all over again)
Although I would not be surprised if they just ask you to purchase the newer model.
Good luck and please do write back to us and share your experience with ACN’s tech support.
https://www.myacn.com/digital/support.html
Technical Support
1-888-414-1958
Monday – Friday 8am to 3am EST
Saturday – Sunday 10am to 9pm EST
Before calling Technical Support, try these three steps:
Make sure your video phone is set up correctly. For more details on how to set up your video phone, please refer to the Quick Installation Guide.
Verify that your Internet connection is working.
If you have ACN DSL service, simply connect the blue Ethernet cable to Port 4 of the modem-router device.
If you have a modem and NO router (or a modem-router device from a provider other than ACN), unplug your video phone and modem, and then wait 5 minutes. Next, plug in your modem and wait 1 minute. Then, plug in your video phone. Your video phone will then begin the registration process. Please do not attempt to make calls or dial out until the blue registration light is solid. Also, please do not unplug your video phone during this process.
If you have a router that you purchased or was supplied by a provider other than ACN, unplug your video phone, router and modem, and then wait 5 minutes. Next, plug in your modem and wait 1 minute. Then, plug in your router and wait 1 minute. Finally, plug in your video phone. Your video phone will then begin the registration process. Please do not attempt to make calls or dial out until the blue registration light is solid. Also, please do not unplug your video phone during this process.
For general inquires, including assist with ordering or questions regarding your order:
877-226-1010
Monday-Sunday, 24 hours/day
ACN Corporate Headquarters
1000 Progress Place
Concord, NC 28025
I cant contact support through phone because i’am in the phillippines on vacation and the acn phone is my main phone. their website does not have an email. the video phone stays frozen on the acn screen no matter how many times turn it off and on. Is there a way to reset the acn phone? support told me a long time ago there are suppose to be buttons you are suppose to hold when it gets “stuck” but i cant contact them.
btw i tried the holding on the “zero” when its off then turning it back on and held it for a good 3 minutes and it didnt work..
The post above was meant for the first ACN Video phone model, it may not work for the newer ones.
What is your ISP (Ineternet service provider)?
As far as I could tell only PLDT offers a wired connection over there, so you might want to call PLDT and upgrade your connection.
It is usually the lack of data that causes the video phone to not register.
Even if you reset the phone, but the data that flows through it is slow, it wouldn’t be able to connect to ACN servers.
You could try going to the high end hotels and connect it there for a few minutes just to have it register. This is assuming that those hotels provide a high speed wired internet connection.
Worst case, if you are going to stay there for long, have the phone sent back to the U.S. and have a friend or relative connect it to the internet and let it register then send it back. It sounds stupid, but that’s what worked when a customer of mine had the same problem. I had them send it to me, I did a reset, connected then registered. Then I sent back the phone. It’s costly and inconvenient but it worked.
I would suggest that if your contract is up, just change to the VoIP adapters instead of the Video Phones of whatever model. The video needs a high amount of data that no Internet provider in the Philippines could provide with any consistency.
As I was told, the wired connection is mostly monopolized by PLDT since they own the actual wires that goes in the homes, and the rest are all mobile or wireless connections.
can not reset my acn 3000. tech support told me to hold down key 1 and # then turn it on, release it as soon as I see the acn logo/ blue screen. did it so many times but all it does is give me a red bar that scrolls back and forth for hours. called them back again and told me that my unit needs to be replaced and I only had it for 2 yrs.. is there any service centres out there who can fix it or do I really have problem with my unit or maybe the tech support don’t know what they’re doing?!
if you are doing it from the Philippines, i can only assume that there is not enough data speed for the phone to update.
if you are doing it from the US and it still does not work, the unit may be the problem.
Sending it back may cost you since your warranty may already be expired since you have had it for 2 years (call them and verify) The bright side on all these is that it also means your contract is done! You can ditch ACN and look into other communication solutions.
By experience the tech support of ACN wasn’t so bad. You would have to keep in mind that like most tech supports these people have a script to follow but sometimes your issue doesn’t fit into any of their scripts, so you would have to call again and again, and hope that the one who takes your call thinks out of the box and actually listens to you and solves the issue not follow their script.
Keep us posted if ever you resolve this issue, or if you are looking for something else to use for your home phone or to talk to folks in the Philippines.
For those that have an IRIS 5000, I called and got “1234” as the code, but it didn’t work, so then he gave me “520827” and it worked! Just thought I’d post this here for others that come across with the same model.
On a separate note, is there anything I can do to rewire my phone to work like a Skype phone, etc? Just curious if any techies have had any success tweaking the phone for any nonACN services.
Yes,520827 work with my Iris V 5000. Thank you
After the factory reset the password change in “1234”
How can i setup this phone after factory reset?
The setup menu is poor.
Have possibilities to setup my new SIP provider?
Trina Trina Trina U R THE BEST 520827 is the only administrator pass the work for me thank you very much
Any reaction to this yet?
I want to know the same. 🙂
520827 worked with iris 3000 as well
Hi
I recently purchased a ACN CIP-6500 and ACN US do not want to give me the password to access SIP setup details since I am registered with ACN Pacific.
How any one know the default administrator or root password for a ACN CIP-6500?
I tried all of the following
Factory Reset Password: 7517517
GUI Admin Password: 5157919 (Version 0.2.55-3.1-US)
Default Root Password: acnum3c (Version 0.2.55-3.1-US)
Default Root Password: A1exV37
Default Root Password: 1234 (Joshoa)
Default Root Password: root (iris3000)
my acn videophone is not registering i already reset but it does not work please help me
Hi I have a acn iris 3000 video phone and I can’t login to the web GUI because I need the default web GUI password can you tell me the default web GUI password
I bought CIP-6500 and waited longer in holding the zero button till the audio started to test, I was able to let the DHCP to complete, now I am waiting to see if my phone will ring, hopefully it will, but I will see.