Troubleshooting; Solving Fon-X80/X80B Series Ip Phone Issues - Fortinet FortiFone FON 80 Series User Manual

Troubleshooting

To help you troubleshoot issues with FON-x80/x80B series IP phones, this section includes the following topics:
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
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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
Color screen is blank
Phone is not obtaining an
IP address
Phone will not register
FortiFone FON-x80/x80B Series 3.0.19 User Guide
Fortinet Inc.
Corrective action
Confirm the phone's power source.
1. If you are using the power adapter:
Make sure that the power adapter is plugged in. If the color screen is still
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blank, replace the power adapter.
2. If you are using Power over Ethernet (PoE):
Make sure that your Ethernet cable is plugged into the INTERNET port on the
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back of your phone.
Make sure that the POE switch is properly configured. If the color screen is still
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blank, replace the Ethernet cable.
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.
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.
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