Troubleshooting Tip: The phone user cannot access voicemail because the second DNS server times out

Below are the steps that reproduce the abnormal behavior:

1. Configure a hostname such as PBX.test.lab for FortiVoice.
   
   
2. Configure a FortiVoice with 2 DNS servers and make sure the first DNS server cannot resolve the hostname.
   
   
3. Connect a FortiFone-x80 and let the phone get the configuration file.
   
   
4. Start the network trace on the phone.
   
   
5. Try to access the visual voicemail from the phone; it will show an error such as 'password invalid'.
   
   
6. Get the trace file from the phone; it shows that a DNS query is sent to the first DNS server.
   In 5 seconds without a response, it sends another query to the second DNS Server, by the time it gets the response from the second DNS server, the CURL object throws an exception.

From the user's point of view, they get a password incorrect error.

Connection failed (server timeout) will be dealt with separately from the original 'general error'.
The user will get a correct 'server timeout' instead of a misleading 'password incorrect'.

Issue fixed in v7.0.0 build 110 and v3.0.21 firmware versions.

Related documents:

Getting Started with FortiFone FON-480 IP Office Phone
Managing voicemail