Technical Tip: Administrator password recovery for FortiVoice or TalkSwitch system

Ensure that the unit has been registered on the FortiCare system (support.fortinet.com) before trying to unlock the password

Use the following steps:

1. Go to access the FortiVoice as usual, but select the 'Forgot Password' link in the FortiVoice Management Software.  This will display the system ID and generate a new 'Unlock Code'.
   
   
   
   
2. Open a Technical Assistance or Customer Service ticket on the Support Portal (Support) and provide in the ticket the 'Unlock Code' together with the System ID of the unit.
3. A Fortinet representative will provide the reset code based on the information given in the ticket.
4. Copy the reset code into the FortiVoice Management Software and select 'OK'.  It will then be possible to create a new administrator password to access the unit.

It is important to ensure that the reset password window stays open while waiting for the reset code. If it is closed, then a new unlock code may be generated, which will invalidate the earlier unlock code.

Note:

If the version of FortiVoice is 6.4.x or earlier, another procedure that works is the maintainer process. If the version of FortiVoice is v7.x.x or newer, then the procedure to recover the password is to do a clean install. Both procedures for both versions are referenced below in the related article section.

Related documents:

Technical Note: Password recovery for FortiVoice Enterprise admin account 

Performing a clean firmware installation