Fortinet FON-80 Series - Troubleshooting; Solving FON-X80 Series IP Phone Issues

Troubleshooting
To help you troubleshoot issues with FON-x80 series IP phones, this section includes the following topics:
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Solving FON-x80 series IPphone issues on page 38
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Collecting a traffic capture from a FON-x80 series IP phone on page 39
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Collecting traceroute information on page 41
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Performing a ping test on page 42
Solving FON-x80 series IPphone issues
The following table includes corrective actions to help you solve common problems with FON-x80 series IP phones.
Symptom Corrective action
Color screen is blank Confirm the phone’s power source.
1. If you are using the power adapter:
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Make sure that the power adapter is plugged in. If the color screen
is still blank, replace the power adapter.
2. If you are using Power over Ethernet (PoE):
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Make sure that your Ethernet cable is plugged into the INTERNET
port on the back of your phone.
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Make sure that the POE switch is properly configured. If the color
screen is still blank, replace the Ethernet cable.
Phone is not obtaining an IPaddress The DHCP server is not responding.
1. Make sure that your DHCP server is online. This is typically your router.
2. Reboot the router or DHCP server.
3. If you are still experiencing issues, the phone may require advanced
network configuration. Contact your administrator.
Phone will not register Your phone is not registered.
1. Go to Tool > Diagnostic Report.
2. Press Diagnose.
3. Review the report to identify where an issue may be occurring.
4. On the Extension page of the FortiVoice interface, make sure that the
MAC address is correctly entered and the Phone Type is FON-380,
FON-480, or FON-580 (as applicable).
5. Save your configuration.
6. To reboot the phone, go to Tool > Reboot and press OK.
7. If the phone is configured as an external extension:
a. Make sure that the Provisioning server is correct under Setting >
Provisioning.
FortiFone FON-x80 Series 3.0.12 User Guide 38
Fortinet Inc.