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

Troubleshooting
To help you troubleshoot issues with FON-x80/x80B series IP phones, this section includes the following topics:
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Solving FON-x80/x80B series IPphone issues on page 40
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Recommended web browser versions on page 41
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Collecting a traffic capture on page 41
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Performing a ping test on page 44
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Collecting traceroute information on page 45
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Setting log levels and downloading logs on page 47
Solving FON-x80/x80B series IPphone issues
The following table includes corrective actions to help you solve common problems with FON-x80/x80B 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. Verify the MAC address and phone model of the phone entry:
a. On the FortiVoice system or FortiVoice Cloud, go to Phone System > Device >
Phone.
b. In the table, locate the phone entry.
FortiFone FON-x80/x80B Series 3.0.19 User Guide 40
Fortinet Inc.