Create a Fortinet Support Ticket

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 Go

Fill 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.