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verniekthompson
verniekthompson
New Member
April 9, 2026
Question

Personal Contacts

  • April 9, 2026
  • 1 reply
  • 53 views

We are running into an issue where our Fortifone 380s aren't showing any personal contacts. The whole page is blank. We do have other directories which appear, however, any personal contacts do not. You can manually add one to the phone itself, and it still doesn't appear. However, when you then log into your web portal, the contact you created on the phone is there, even though it doesn't appear on the phone itself. Anyone experience this before?

1 reply

Jean-Philippe_P
Staff & Editor
Jean-Philippe_P
Staff & Editor
April 22, 2026

Hello verniekthompson,

 

I found this solution, can you tell us if it helps, please?

 

Troubleshooting Personal Contacts on FortiFone 380

It seems like you're experiencing an issue where personal contacts are not displaying on your FortiFone 380 devices, even though they appear in the web portal. Here are some steps and considerations to help troubleshoot and potentially resolve this issue:

1. Check Permissions and Settings:

  • Ensure that the FortiFone Softclient has the necessary permissions to access contacts. You can verify this by going to: Settings > Apps > FortiFone > Permissions > Contacts > Allow
  • Confirm that the app is logged in using the extension number, as this is required to access the Phonebook feature.
     

2. Refresh Contact List:

Use the refresh option in the Phonebook to update the contact list and display any newly added contacts. This can sometimes resolve synchronization issues.

 

3. Verify Account Type:

Ensure that the account being used is a FortiVoice phone system account, as certain features, including the Directory, are only available for these accounts and not for company accounts.

 

4. Check for Software Updates:

Make sure that both the FortiFone device and the FortiFone Softclient are running the latest software versions. Updates often include bug fixes that might resolve your issue.

 

5. Re-add Contacts:

Try removing and re-adding a contact to see if it then appears on the device. This can sometimes trigger a refresh of the contact list.

 

6. Consult Documentation:

Review the relevant sections in the FortiFone user guide for any additional settings or troubleshooting steps:

 

Follow-ups and Clarification Questions

  • Have you verified that the FortiFone Softclient has the necessary permissions to access contacts?
  • Is the issue occurring on all FortiFone 380 devices or just specific ones?
  • Have you tried refreshing the contact list on the device?
  • Are there any error messages or logs that might provide more insight into the issue?

 

If these steps do not resolve the issue, it may be beneficial to contact Fortinet support for further assistance.

Jean-Philippe - Fortinet Community Team
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