Welcome to ACN Support

      1. Confirm you have an Internet connection through either Wi-Fi or your mobile data service.

      2. Confirm successful login using your credentials (username and password).  Importantly, you must have "@us" following your username. The app should then display "Phone Ready" with your ACN Home Phone Number at the top of your smartphone.  Actual message may vary depending on whether it's an Android or Apple device.

      3. Important! Your ACN VoIP Service account must be in good-standing. Suspended service for non-payment will consequently mean that your ACN Companion app and your ACN Home Phone Service will not work to place/receive calls.

      4. Sometimes uninstalling the app and then reinstalling can resolve issues.

      5. If the above steps have been met, you should be able to place/receive calls. 

Please note that if you are using ACN Companion on an Apple device, with iOS 11, there is an incorrect dialog message stating “Video Calls Enabled” that will display upon first initialization of the app.
Select ‘OK’ to proceed with voice calls.

*The following message may appear on the screen when making an outbound call on a 3G data connection: "Network Quality Issue." The presence of this message may or may not reflect current or future audio quality issues.

      1. Verify the mobile phone is online by going to a specific webpage.

      2. Verify the app is registered and your credentials are accurate.

            - Username and Password can be found in My Account.

      3. Look for the message "Phone Ready" at the top of the screen within the app (default screen). 

            - If displayed, you should be able to place/receive calls.

            - If not displayed, log out of the application and log back in by going to Settings (bottom right icon) or the top right of the screen to select "Logout."

            - Log back in and see if the app has registered and the "Phone Ready" display is showing.

      4. And, if none of the above steps work, simply uninstall and reinstall the application.  This can sometimes resolve connection issues.

Note: The ACN Companion App requires connectivity to the ACN network through the following network ports:

      - SIP = UDP port 5065

      - RTP = UDP ports 4000-5000

Account
Enabled – On

Preferences
Mobile Data Network
Use When Available – Enabled
Allow VoIP Calls – Enabled

General
Run in Background – Enabled

Incoming Call
Play Ringtone – Enabled
Vibrate – Enabled
Alert Answer – Enabled
Alert Missed – Enabled
Ringtone – Marimba

Call in Progress
Background Image – Solid Color (Gray)
Contact Image – None
Mobile Call Interrupt – Tones
Play Music on Hold – Disabled

Phone Number
Single Touch to Call – Enabled
Show URI Domain – Disabled

Login Control
Auto Login – Enabled

Advanced Settings
Verbose Logging – Disabled
Send Log – Call Statistics – Displays statistics on last call

Options may vary by device.

Account
Account Specific Features
Disable Mobile Data – Disabled
Allow VoIP Calls – Disabled

Preferences
Mobile Data Network
Use When Available – Enabled
Allow VoIP Calls – Enabled

Incoming Call
Play Ringtone – Enabled
Vibrate – Enabled
Contact Image – Enabled
Ringtone – Over the Horizon (may vary by device)
Call Heads – Enabled

Call In Progress
Play Music on Hold – Disabled
Use Proximity sensor – Enabled

Phone Number
Single Touch to Call – Enabled
Show URI Domain – Disabled

Additional
Audio Gain – Reset all to return to defaults
Keep Wi-Fi Radio Awake – Enabled
Auto Start on Boot – Enabled
Contact Sort Order – First Name
Contact Display Order – First Name First
Use Phonetic Sorting – Disabled
Use LED Notifications – Enabled

Login Control
Auto Login - Enabled

Advanced Settings
Microphone Gain – Normal
Speaker Gain – Normal 

Advanced Media Options
Use Audio Track – Disabled
Echo Cancellation Mode – Enabled
Use Software AEC – Disabled
Noise Suppression – Enabled
Use Software NS

Device Hardware
Playback Stream – Voice Call

Application Logging
Verbose Logging – Enabled
Send Log – Not used