Troubleshooting Tip: FortiFone Software Client on Mobile Phones not ringing

This article describes about an issue in the FortiFone.

After configuring the extension with FortiFone license and register it on Android and iOS FortiFone software client.

The Fortifone software is not ringing and not showing a pop-up when receiving a call.

Also, the following error might be shown in the logs:

iOS voip push response: Push id 31103: 403: {'reason':'InvalidProviderToken'}

There are three solutions for this issue:

First: make sure that FortiVoice is able to communicate with Google and Apple push service.

Below domains needs to be allowed and ports in the firewall:

Android push server: fcm.googleapis.com:443

iOS push server: api.push.apple.com:443

After this is done, perform a test from FortiVoice to make sure it is working fine. To perform the test, follow the steps below:

1. Open the FortiVoice admin page.
2. In the Dashboard, navigate to the 'License Information' widget.
3. In 'SoftClient', select the information icon:

4. Select 'Test'. It will show the test result after communication with push services.

5. If the results are green and the communication is working fine, the push notification on Android and iOS should work as expected.

Second: if the issue still exists only with iOS, there may be an issue in the Token. It is better to disable it using the following commands:

config system notification-service

    set ios-notification-token disable
end

Third: If the issue still exists, this means that the Apple push certificate might be expired. Check it by going to System -> Certificate -> APNS Push Certificate and verifying whether the 'fortifone.push' certificate has expired or not.

If the certificate is expired, upgrade Fortivoice to the next GA release. The new certificate will be included in the upgrade.