Troubleshooting Page 18 FortiFone User Guide
Troubleshooting
Information
Pressing OK on the phone provides the means to quickly view the network parameters (IP
address, default gateway address, and subnet-mask), registration status of phone, MAC
address and firmware version. This information may be useful if calling Fortinet Support.
Troubleshooting guide
Symptoms Corrective actions
Display is blank Confirm the phone’s power source.
1. If you are using the power adapter:
• Ensure it is plugged in. If it still doesn’t work, replace the
power adapter.
2. If you are using Power over Ethernet (PoE):
• Ensure your Ethernet cable is plugged into the INTERNET
port on the back of your phone.
• Ensure the PoE switch is properly configured. If it still
doesn’t work, replace the Ethernet cable.
Phone will not obtain an
IP address
The DHCP server is not responding.
1. Ensure 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 1. On the Extension page of the FortiVoice interface, ensure the
MAC address is correctly entered and the Phone Type is
FON-570. Save your configuration and reboot the phone.
2. If set up as an external extension, ensure the Auto Provisioning
URL is correct. To verify, see “For use as an external extension”
on page 5.
3. If your phone is configured as an external extension, check the
network connection and firewall settings at the phone system
location.
No audio during a call 1. Check the handset/headset connections.
2. Make sure the phone is properly registered with the phone
system.
3. If your phone is configured as an external extension, check the
network connection and firewall settings at the phone system
location.
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