Troubleshooting Tip: FortiFone Softphone cannot register to FortiVoice

[JHelio]

Description	This article describes how to troubleshoot a FortiFone Softphone that cannot register to FortiVoice.
Scope	FortiVoice v6.4, FortiFone v3.0.12.171.
Solution	When registering FortiFone Softphone extension to FortiVoice, it is possible to encounter this error message: 'Login failed. Please try again'. Confirm if it is possible to ping to FortiVoice IP and if FortiVoice is able to respond to such ping (Interface has ping enabled). Make sure there is enough license slots available for extension be able to register: Confirm the extension number is correct and such extension is enabled at FortiVoice. Confirm the password extension at FortiVoice is correct under the SIP configuration and also confirm the registration port. Under the same IP extension setting, notice the password and registration port can be different if is a FortiFone or a Soft FortiFone device type: If there is still the same issue, make a sniffer packet capture in FortiVoice CLI: diagnose sniffer packet any 'host x.x.x.x' 4 <----- Where x.x.x.x is the IP of the FortiFone trying to register.  Try to register such extension, after any message fails, stop the capture by ctrl+c: There is also the option to capture by GUI from System -> Network -> Traffic Capture. Such output is in pcap format that can be read in Wireshark. It is useful to capture packets using WireShark program in the PC where Softphones is installed and filter by        PBX/Fortivoice IP address or SIP port  5060: Save all the outputs captured and send them to Fortinet TAC Support to receive assistance.Attach the current configuration file (backup) for further analysis as well.