Here's a Fortinet link for device hardening and best practice in a FortiGate firewall.
To create a new Fortinet support ticket, go to this link > select Create
a Ticket.
Select a Request
Ticket Type (closest to your issue/inquiry). In this case, I selected Customer Service > Submit ticket.
Select a CS category. In this case I selected: Cloud Portal Query.
Put the device Serial Number > Contact Information > Ticket Information.
Add Comment to describe your issue or upload a screenshot of the error in the Attachments.
Click Finish and note the ticket number. The Fortinet ticket number and summary will be sent to your registered email.
Another way to create a Fortinet ticket is via the Asset Management portal. Click Support
> FortiCare > Create a Ticket.
Click New Ticket.
Choose:
Technical Support Ticket > Submit Ticket.
You can get the FortiGate serial number with the get system status CLI command:
FG# get system status
Version:
FortiGate-xx v7x,buildxx
Security
Level: 2
Firmware
Signature: certified
Virus-DB:
1.00000(2018-04-09 18:07)
Extended
DB: 1.00000(2018-04-09 18:07)
Extreme
DB: 1.00000(2018-04-09 18:07)
AV AI/ML
Model: 0.00000(2001-01-01 00:00)
IPS-DB:
6.00741(2015-12-01 02:30)
IPS-ETDB:
6.00741(2015-12-01 02:30)
APP-DB:
6.00741(2015-12-01 02:30)
INDUSTRIAL-DB:
6.00741(2015-12-01 02:30)
IPS
Malicious URL Database: 1.00001(2015-01-01 01:01)
IoT-Detect:
0.00000(2022-08-17 17:31)
Serial-Number: FGxx
BIOS
version: 06000008
System
Part-Number: Pxx
Log hard
disk: Available
Hostname: FG
Private
Encryption: Disable
Operation
Mode: NAT
Current
virtual domain: root
Max
number of virtual domains: 10
Virtual
domains status: 2 in NAT mode, 0 in TP mode
Virtual
domain configuration: multiple
FIPS-CC
mode: disable
Current
HA mode: a-p, primary
Cluster
uptime: 241 days, 23 hours, 33 minutes, 20 seconds
Cluster
state change time: 2024-03-06 07:04:47
Branch
point: xx
Release
Version Information: GA
FortiOS
x86-64: Yes
System
time: Fri Sep 6 03:20:07 2024
Last
reboot reason: warm reboot
Or retrieve it via the web GUI under Dashboard > Status.
Under the Product
Info > type the device SN > click GoFill
up the required info > click Next.
Type the Comment (answer the pre-filled questionnaire) or click File Upload to upload a screenshot of the error.
It's also very useful to upload the Debug log which is similar to show tech-support in a Cisco device. Go to System > Settings > Debug logs > click Download.
It only took a few seconds to download the Debug log text file. Here's a snippet of the Debug log output:
----------------------------------------------------------------
Serial Number: FG4Hxx Diagnose output
----------------------------------------------------------------
### get
system status
Version:
FortiGate-xxv7x
Security
Level: 2
Firmware
Signature: certified
Virus-DB:
1.00000(2018-04-09 18:07)
Extended
DB: 1.00000(2018-04-09 18:07)
Extreme
DB: 1.00000(2018-04-09 18:07)
AV AI/ML
Model: 0.00000(2001-01-01 00:00)
IPS-DB:
6.00741(2015-12-01 02:30)
IPS-ETDB:
6.00741(2015-12-01 02:30)
APP-DB:
6.00741(2015-12-01 02:30)
INDUSTRIAL-DB:
6.00741(2015-12-01 02:30)
IPS
Malicious URL Database: 1.00001(2015-01-01 01:01)
IoT-Detect:
0.00000(2022-08-17 17:31)
Serial-Number:
FG4xx
BIOS
version: 06000008
System
Part-Number: P27xx
Log hard
disk: Available
Hostname: xx
Private
Encryption: Disable
Operation
Mode: NAT
Current
virtual domain: root
Max
number of virtual domains: 10
Virtual
domains status: 2 in NAT mode, 0 in TP mode
Virtual
domain configuration: multiple
FIPS-CC
mode: disable
Current
HA mode: a-p, primary
Cluster
uptime: 241 days, 23 hours, 40 minutes, 25 seconds
Cluster
state change time: 2024-03-06 07:04:47
Branch
point: xx
Release
Version Information: xx
FortiOS
x86-64: Yes
System
time: Fri Sep 6 03:27:12 2024
Last
reboot reason: warm reboot
### get
system performance status
CPU
states: 1% user 0% system 0% nice 99% idle 0% iowait 0% irq 0% softirq
CPU0
states: 2% user 0% system 0% nice 98% idle 0% iowait 0% irq 0% softirq
CPU1
states: 0% user 0% system 0% nice 99% idle 0% iowait 0% irq 1% softirq
CPU2
states: 7% user 5% system 0% nice 87% idle 0% iowait 0% irq 1% softirq
CPU3
states: 0% user 0% system 0% nice 100% idle 0% iowait 0% irq 0% softirq
CPU4
states: 0% user 0% system 0% nice 100% idle 0% iowait 0% irq 0% softirq
CPU5
states: 0% user 0% system 0% nice 100% idle 0% iowait 0% irq 0% softirq
CPU6
states: 0% user 0% system 0% nice 99% idle 0% iowait 0% irq 1% softirq
CPU7
states: 0% user 0% system 0% nice 100% idle 0% iowait 0% irq 0% softirq
CPU8
states: 0% user 0% system 0% nice 100% idle 0% iowait 0% irq 0% softirq
<OUTPUT TRUNCATED>
Review
the ticket summary before submitting > click Confirm to proceed.