Troubleshooting

Troubleshooting

The following table includes corrective actions to solve FortiFone softclient issues.

Issue	Corrective action
Unable to login	Make sure to enter your correct username and password. The username is your extension number on the FortiVoice phone system and the password is your user password.
Dialpad does not display dial icon	Account is not registered. Ensure your internet connection is working. If the internet is working, run a diagnostic report to see the status of the connection with the FortiVoice phone system or FortiVoice Cloud: Click Account. In Diagnostics > Diagnostic report, click Get. The FortiFone softclient will generate a report with the following status details: Server connection Authentication License Provisioning file Registration If the diagnostic report passes the checks, try fetching the configuration: Click Account. Click Fetch Configuration. The FortiFone softclient communicates with the FortiVoice phone system to get the latest configuration.
No audio on calls	Contact the FortiVoice system administrator to make sure there are no network issues, such as port forwarding.
FortiVoice History, Contact or Voicemail will not refresh	Make sure your account is registered. Contact the FortiVoice system administrator to make sure the firewall has not blocked your connection.

Troubleshooting

The following table includes corrective actions to solve FortiFone softclient issues.

Issue

Corrective action

Unable to login

Make sure to enter your correct username and password. The username is your extension number on the FortiVoice phone system and the password is your user password.

Dialpad does not display dial icon

Account is not registered. Ensure your internet connection is working. If the internet is working, run a diagnostic report to see the status of the connection with the FortiVoice phone system or FortiVoice Cloud:

Click Account.
In Diagnostics > Diagnostic report, click Get.
The FortiFone softclient will generate a report with the following status details:
- Server connection
- Authentication
- License
- Provisioning file
- Registration

If the diagnostic report passes the checks, try fetching the configuration:

Click Account.
Click Fetch Configuration.
The FortiFone softclient communicates with the FortiVoice phone system to get the latest configuration.

No audio on calls

Contact the FortiVoice system administrator to make sure there are no network issues, such as port forwarding.

FortiVoice History, Contact or Voicemail will not refresh

Make sure your account is registered. Contact the FortiVoice system administrator to make sure the firewall has not blocked your connection.

Softclient for Desktop 3.0.13 User Guide

Troubleshooting

Troubleshooting