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JordAnge
Staff
JordAnge
Staff
February 5, 2026

Troubleshooting Tip: Configuration changes on an extensions does not take effect or unable to register an extension.

  • February 5, 2026
  • 0 replies
  • 59 views
Description

This article describes a way to fix 2 issues that can happen in the FortiVoice System.

  1. Expected behavior based on the configuration changes for extension numbers is not taking effect.
  2. Unable to register an extension, even though the configuration in FortiVoice is OK.
Scope FortiVoice v6.0.8 & v6.4.9.
Solution

Example with issues registering a new extension configured in FortiFone 380B (v3.0.19 GA)

A capture done in FortiFone and FortiVoice displays that FortiVoice replies with  '401 Unauthorized' for those SIP-REGISTER packets sent from FortiFone that contain the authentication header information.

Note: The issue is reproducible in the lab on FortiVoice v6.4.9 GA.

 

SIP-REGISTER.jpg

 

401-Unauthorized.jpg

 

Both scenarios described as issues with FortiVoice require a regeneration of the extension configuration.

 

Solution: A newly introduced command, 'execute db reset voice-runtime', will address the issues, and it will be ready from 6.0.8 GA.
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