Fortigate Troubleshooting 50

FortiOS Handbook
Troubleshooting for FortiOS 5.0
FortiOS Handbook - Troubleshooting for FortiOS 5.0

August 14, 2013
01-504-129304-20130814
Copyright 2012 Fortinet, Inc. All rights reserved. Fortinet, FortiGate, and FortiGuard, are
registered trademarks of Fortinet, Inc., and other Fortinet names herein may also be trademarks
of Fortinet. All other product or company names may be trademarks of their respective owners.
Performance metrics contained herein were attained in internal lab tests under ideal conditions,
and performance may vary. Network variables, different network environments and other
conditions may affect performance results. Nothing herein represents any binding commitment
by Fortinet, and Fortinet disclaims all warranties, whether express or implied, except to the
extent Fortinet enters a binding written contract, signed by Fortinets General Counsel, with a
purchaser that expressly warrants that the identified product will perform according to the
performance metrics herein. For absolute clarity, any such warranty will be limited to
performance in the same ideal conditions as in Fortinets internal lab tests. Fortinet disclaims in
full any guarantees. Fortinet reserves the right to change, modify, transfer, or otherwise revise
this publication without notice, and the most current version of the publication shall be
applicable.
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kb.fortinet.com
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Document Feedback
techdocs@fortinet.com
Contents
Introduction........................................................................................................6
Before you begin....................................................................................................... 6
How this guide is organized...................................................................................... 6
Life of a Packet ..................................................................................................7

Stateful inspection .................................................................................................... 7
Connections over connectionless....................................................................... 8
What is a session? .............................................................................................. 8
Differences between connections and sessions ................................................ 8
Flow inspection......................................................................................................... 9
Proxy inspection ..................................................................................................... 10
Comparison of inspection layers ............................................................................ 10
FortiOS functions and security layers..................................................................... 11
Packet flow ............................................................................................................. 11
Packet inspection (Ingress) ............................................................................... 12
Interface ............................................................................................................ 12
DoS sensor ....................................................................................................... 13
IP integrity header checking ............................................................................. 13
IPsec ................................................................................................................. 13
Destination NAT (DNAT).................................................................................... 13
Routing.............................................................................................................. 13
Policy lookup..................................................................................................... 13
Session tracking................................................................................................ 14
User authentication ........................................................................................... 14
Management traffic ........................................................................................... 14
SSL VPN traffic ................................................................................................. 14
ICAP traffic........................................................................................................ 14
Session helpers................................................................................................. 14
Flow-based inspection engine .......................................................................... 15
Proxy-based inspection engine ........................................................................ 15
IPsec ................................................................................................................. 15
Source NAT (SNAT)........................................................................................... 15
Routing.............................................................................................................. 15
Egress ............................................................................................................... 15
Example 1: client/server connection....................................................................... 15
Example 2: Routing table update ........................................................................... 17
Example 3: Dialup IPsec VPN with application control .......................................... 18
Verifying FortiGate admin access security ...................................................20

Install the FortiGate unit in a physically secure location......................................... 20
Page 3
Add new administrator accounts............................................................................ 20

Change the admin account name and limit access to this account....................... 21
Only allow administrative access to the external interface when needed .............. 21
When enabling remote access, configure Trusted Hosts and Two-factor Authentication........................................................................................................................ 22
Configuring Trusted Hosts ................................................................................ 22
Configuring Two-factor Authentication............................................................. 22
Change the default administrative port to a non-standard port ............................. 23
Enable Password Policy ......................................................................................... 23
Maintain short login timeouts ................................................................................. 23
Modify administrator account Lockout Duration and Threshold values ................. 23
Administrator account Lockout Duration .......................................................... 24
Administrator account Lockout Threshold........................................................ 24
Disable auto installation via USB ............................................................................ 24
Auditing and Logging.............................................................................................. 24
Troubleshooting resources ............................................................................25

Technical Documentation ....................................................................................... 25
Fortinet Video Library.............................................................................................. 25
Release Notes......................................................................................................... 25
Knowledge Base ..................................................................................................... 25
Fortinet Technical Discussion Forums.................................................................... 25
Fortinet Training Services Online Campus ............................................................. 26
Fortinet Customer Support ..................................................................................... 26
Troubleshooting tools .....................................................................................27

FortiOS diagnostics ................................................................................................ 27
Check date and time......................................................................................... 27
Resource usage ................................................................................................ 28
Proxy operation................................................................................................. 30
Hardware NIC ................................................................................................... 33
Traffic trace ....................................................................................................... 35
Session table..................................................................................................... 35
Firewall session setup rate................................................................................ 39
Finding object dependencies............................................................................ 40
Flow trace ......................................................................................................... 41
Packet sniffing and packet capture .................................................................. 44
FA2 and NP2 based interfaces ......................................................................... 48
Debug command .............................................................................................. 49
The execute tac report command..................................................................... 51
Other commands .............................................................................................. 51
FortiOS ports .......................................................................................................... 52
FortiAnalyzer/FortiManager ports ........................................................................... 54
Fortinet Technologies Inc.
Page 4
FortiGuard troubleshooting..................................................................................... 54
Troubleshooting process for FortiGuard updates............................................. 54
FortiGuard server settings ................................................................................ 55
FortiGuard URL rating....................................................................................... 57
Troubleshooting methodologies ....................................................................59

Establish a baseline ................................................................................................ 59
Define the problem ................................................................................................. 60
Gathering Facts ...................................................................................................... 61
Create a troubleshooting plan ................................................................................ 61
Providing Supporting Elements ........................................................................ 62
Obtain any required additional equipment ............................................................. 62
Ensure you have administrator level access to required equipment ...................... 62
Contact Fortinet customer support for assistance ................................................. 62
Technical Support Organization Overview ...................................................63

Fortinet Global Customer Services Organization ................................................... 63
Creating an account ............................................................................................... 64
Registering a device ............................................................................................... 65
Reporting problems ................................................................................................ 67
Logging online tickets ....................................................................................... 67
Following up on online tickets .......................................................................... 68
Telephoning a technical support center ........................................................... 69
Assisting technical support..................................................................................... 70
Support priority levels ............................................................................................. 70
Priority 1............................................................................................................ 70
Priority 2............................................................................................................ 70
Priority 3............................................................................................................ 70
Priority 4............................................................................................................ 71
Return material authorization process .................................................................... 71
Index .................................................................................................................74
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Introduction
Welcome and thank you for selecting Fortinet products for your network protection.
This guide is intended for administrators who need guidance on different network needs and
information on basic and advanced troubleshooting.
This chapter contains the following topics:
Before you begin
How this guide is organized
Before you begin

Before you begin using this guide, take a moment to verify the following:
You have administrative access to the web-based manager and/or CLI.
The FortiGate unit is integrated into your network.
The operation mode has been configured.
The system time, DNS settings, administrator password, and network interfaces have been
configured.
Firmware, FortiGuard Antivirus and FortiGuard Antispam updates are completed.
While using the instructions in this guide, note that:
Administrators are assumed to be super_admin administrators unless otherwise specified.
Some restrictions will apply to other administrators.
How this guide is organized

This handbook chapter describes concepts of troubleshooting and solving issues that may
occur with FortiGate units.
This guide contains the following chapters:
Life of a Packet explains the different layers and modules a packet goes through in FortiOS,
including the order of operations.
Verifying FortiGate admin access security explains how to verify and configure administrative
access.
Troubleshooting resources walks you through Fortinets resources for troubleshooting.
Troubleshooting tools describes some of the basic commands and parts of FortiOS that can
help you with troubleshooting.
Troubleshooting methodologies walks you through best practice concepts of FortiOS
troubleshooting.
Technical Support Organization Overview describes how Fortinet Support operates, what they
will need from you if you contact them, and what you can expect in general.
Page 6
Life of a Packet
Directed by security policies, a FortiGate unit screens network traffic from the IP layer up
through the application layer of the TCP/IP stack. This chapter provides a general, high-level
description of what happens to a packet as it travels through a FortiGate security system.
The FortiGate unit performs three types of security inspection:
stateful inspection, that provides individual packet-based security within a basic session
state
flow-based inspection, that buffers packets and uses pattern matching to identify security
threats
proxy-based inspection, that reconstructs content passing through the FortiGate unit and
inspects the content for security threats.
Each inspection component plays a role in the processing of a packet as it traverses the
FortiGate unit in route to its destination. To understand these inspections is the first step to
understanding the flow of the packet.
This section contains the following topics:
Stateful inspection
Flow inspection
Proxy inspection
Comparison of inspection layers
FortiOS functions and security layers
Packet flow
Example 1: client/server connection
Example 2: Routing table update
Example 3: Dialup IPsec VPN with application control
Stateful inspection
With stateful inspection, the FortiGate unit looks at the first packet of a session to make a
security decision. Common fields inspected include TCP SYN and FIN flags to identity the start
and end of a session, the source/destination IP, source/destination port and protocol. Other
checks are also performed on the packed payload and sequence numbers to verify it as a valid
communication and that the data is not corrupted or poorly formed.
What makes it stateful is that one or both ends must save information about the session history
in order to communicate. In stateless communication, only independent requests and
responses are used, that do not depend on previous data. For example, UDP is stateless by
nature because it has no provision for reliability, ordering, or data integrity.
The FortiGate unit makes the decision to drop, pass or log a session based on what is found in
the first packet of the session. If the FortiGate unit decides to drop or block the first packet of a
session, then all subsequent packets in the same session are also dropped or blocked without
being inspected. If the FortiGate unit accepts the first packet of a session, then all subsequent
packets in the same session are also accepted without being inspected.
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Connections over connectionless

A connection is established when two end points use a protocol to establish connection
through use of various methods such as segment numbering to ensure data delivery, and
handshaking to establish the initial connection. Connections can be stateful because they
record information about the state of the connection. Persistent connections reduce request
latency because the end points do not need to re-negotiate the connection multiple times, but
instead just send the information without the extra overhead. By contrast, connectionless
communication does not keep any information about the data being sent or the state. It is
based on an autonomous response/reply that is independent of other responses/replies that
may have gone before. One example of connectionless communication is IP.
Benefits of connections over connectionless include being able to split data up over multiple
packets, the data allows for a best-effort approach, and once the connection is established
subsequent packets are not required to contain the full addressing information which saves on
bandwidth. Connections are often reliable network services since acknowledgements can be
sent when data is recieved.
What is a session?
A session is established on an existing connection, for a defined period of time, using a
determined type of communication or protocol. Sessions can have specific bandwidth , and
time to live (TTL) parameters.
You can compare a session to a conversation. A session is established when one end point
initiates a request by establishing a TCP connection on a particular port, the receiving end is
listening on that port, and replies. You could telnet to port 80 even though telnet normally uses
port 23, because at this level, the application being used cannot be determined.
However, the strong points of sessions and stateful protocols can also be their weak points.
Denial of service (DoS) attacks involve creating so many sessions that the connection state
information tables are full and the unit will not accept additional sessions.
Differences between connections and sessions

In almost all cases, established sessions are stateful and all involve connections. However,
some types of connections, such as UDP, are stateless, and are not sessions.
This means that not all traffic can be inspected by stateful inspection, because some of it is
stateless. For example IP packets are stateless. Communications using HTTP are stateless, but
HTTP often uses cookies to store persistent data in a way that approaches stateful.
Stateful inspection of sessions has the benefit of being able to apply the initial connection
information to the packets that follow the end points of the session will remain the same as
will the protocol for example. That information can be examined for the first packet of the
session and if it is malicious or not appropriate, the whole session can be dropped without
committing significant resources.
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Figure 1: Stateful inspection of packets through the FortiGate unit
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IP,
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Flow inspection
With flow inspection (also called flow-based inspection), the FortiGate unit samples multiple
packets in a session and multiple sessions, and uses a pattern matching engine to determine
the kind of activity that the session is performing and to identify possible attacks or viruses. For
example, if application control is operating, flow inspection can sample network traffic and
identify the application that is generating the activity. Flow inspection using IPS samples
network traffic and determines if the traffic constitutes an attack. Flow inspection can also be
used for antivirus protection, web filtering, and data leak protection (DLP). Flow inspection
occurs as the data is passing from its source to its destination. Flow inspection identifies and
blocks security threats in real time as they are identified.
Figure 2: Flow inspection of packets through the FortiGate unit
IPS
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Flow inspection typically requires less processing than proxy inspection, and therefore flow
antivirus, web filtering, and DLP inspection performance can be better than proxy inspection
performance. However, some threats can only be detected when a complete copy of the
payload (for example a complete email attachment) is obtained so, proxy inspection tends to be
more accurate and complete than flow inspection.
Page 9
Proxy inspection
Proxy inspection examines the content contained in content protocol sessions for security
threats. Content protocols include HTTP, FTP, and email protocols. Security threats can be
found in files and other content downloaded using these protocols. With proxy inspection, the
FortiGate unit downloads the entire payload of a content protocol session and re-constructs it.
For example, proxy inspection can reconstruct an email message and its attachments. After a
satisfactory inspection the FortiGate unit passes the content on to the client. If the proxy
inspection detects a security threat in the content, the content is removed from the
communication stream before it reaches its destination. For example, if proxy inspection
detects a virus in an email attachment, the attachment is removed from the email message
before its sent to the client. Proxy inspection is the most thorough inspection of all, although it
requires more processing power, and this may result in lower performance.
Figure 3: Proxy inspection of packets through the FortiGate unit
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Comparison of inspection layers

The three inspection methods each have their own strengths and weaknesses. The following
table looks at all three methods side-by-side.
Table 1: Inspection methods comparison
Feature
Stateful
Flow
Inspection unit per session
first packet
selected packets complete content
Memory, CPU required
low
medium
high
Level of threat protection
good
better
best
Authentication
yes
IPsec and SSL VPN
yes
Antivirus protection
yes
yes
Web Filtering
yes
yes
Data Leak Protection (DLP)
yes
yes
Page 10
Proxy
Table 1: Inspection methods comparison
Feature
Stateful
Flow
Proxy
Application control
yes
IPS
yes
Delay in traffic
no
small
Reconstruct entire content
no
yes
FortiOS functions and security layers

Within these security inspection types, FortiOS functions map to different inspections. The table
below outlines when actions are taken as a packet progresses through its life within a FortiGate
unit.
Table 2: FortiOS security functions and security layers
Security Function
Stateful
Firewall
yes
IPsec VPN
yes
Traffic Shaping
yes
User Authentication
yes
Management Traffic
yes
SSL VPN
yes
Flow
Intrusion Prevention
yes
Antivirus
yes
Application Control
yes
Web filtering
yes
DLP
Proxy
yes
yes
yes
Email Filtering
yes
VoIP inspection
yes
yes
Packet flow
After the FortiGate units external interface receives a packet, the packet proceeds through a
number of steps on its way to the internal interface, traversing each of the inspection types,
depending on the security policy and security profile configuration. The diagram in Figure 4 on
page 12 is a high level view of the packets journey.
Page 11
The description following is a high-level description of these steps as a packet enters the
FortiGate unit towards its destination on the internal network. Similar steps occur for outbound
traffic.
Packet inspection (Ingress)

In the diagram in Figure 4 on page 12, in the first set of steps (ingress), a number of header
checks take place to ensure the packet is valid and contains the necessary information to reach
its destination. This includes:
Packet verification - during the IP integrity stage, verification is performed to ensure that the
layer 4 protocol header is the correct length. If not, the packet is dropped.
Session creation - the FortiGate unit attempts to create a session for the incoming data
IP stack validation for routing - the firewall performs IP header length, version and checksum
verifications in preparation for routing the packet.
Verifications of IP options - the FortiGate unit validates the rouging information
Figure 4: Packet flow
3
1
2
Packet
Packet flow: Ingress

Interface
(Link layer)
Stateful
Inspection
Engine
DoS
Sensor
Session
Helpers
IP Integrity
Header checking
Management
Traffic
NAT
(DNAT)
IPsec
User
Authentication
SSL VPN
Traffic
Shaping
Routing
Session
Tracking
Policy
Lookup
No (Fast Path)
UTM
Yes
Additional
Proxy
Inspection
Required
No
IPS
Application
Control
Flow-based
Antivirus
Flow-based
Web Filter
Data Leak
Prevention
Email Filter
Web Filter
Antivirus
Flow-based
Inspection Engine
Yes
VoIP
Inspection
IPsec
NAT
(SNAT)
ICAP
3
Routing
Interface
Proxy-based
Inspection
Engine
1
2
Packet flow: Egress
Packet
Interface
Ingress packets are received by a FortiGate interface.The packet enters the system, and the
interface network device driver passes the packet to the Denial of Service (DoS) sensors, if
enabled, to determine whether this is a valid information request or not.
Page 12
DoS sensor
DoS scans are handled very early in the life of the packet to determine whether the traffic is
valid or is part of a DoS attack. Unlike signature-based IPS which inspects all the packets within
a certain traffic flow, the DoS module inspects all traffic flows but only tracks packets that can
be used for DoS attacks (for example TCP SYN packets), to ensure they are within the
permitted parameters. Suspected DoS attacks are blocked, other packets are allowed.
IP integrity header checking

The FortiGate unit reads the packet headers to verify if the packet is a valid TCP, UDP, ICMP,
SCTP or GRE packet. The only verification that is done at this step to ensure that the protocol
header is the correct length. If it is, the packet is allowed to carry on to the next step. If not, the
packet is dropped.
IPsec
If the packet is an IPsec packet, the IPsec engine attempts to decrypt it. The IPsec engine
applies the correct encryption keys to the IPsec packet and sends the unencrypted packet to
the next step. IPsec is bypassed when for non-IPsec traffic and for IPsec traffic that cannot be
decrypted by the FortiGate unit.
Destination NAT (DNAT)

The FortiGate unit checks the NAT table and determines the destination IP address for the
traffic. This step determines whether a route to the destination address actually exists.
For example, if a users browser on the internal network at IP address 192.168.1.1 visited the
web site www.example.com using NAT, after passing through the FortiGate unit the source IP
address becomes NATed to the FortiGate unit external interface IP address. The destination
address of the reply back from www.example.com is the IP address of the FortiGate unit
internal interface. For this reply packet to be returned to the user, the destination IP address
must be destination NATed to 192.168.1.1.
DNAT must take place before routing so that the FortiGate unit can route packets to the correct
destination.
Routing
The routing step determines the outgoing interface to be used by the packet as it leaves the
FortiGate unit. In the previous step, the FortiGate unit determined the real destination address,
so it can now refer to its routing table and decide where the packet must go next.
Routing also distinguishes between local traffic and forwarded traffic and selects the source
and destination interfaces used by the security policy engine to accept or deny the packet.
Policy lookup
The policy look up is where the FortiGate unit reviews the list of security policies which govern
the flow of network traffic, from the first entry to the last, to find a match for the source and
destination IP addresses and port numbers. The decision to accept or deny a packet, after
being verified as a valid request within the stateful inspection, occurs here. A denied packet is
discarded. An accepted packet will have further actions taken. If IPS is enabled, the packet will
go to Flow-based inspection engine, otherwise it will go to the Proxy-based inspection engine.
Page 13
If no other security options are enabled, then the session was only subject to stateful
inspection. If the action is accept, the packet will go to Source NAT to be ready to leave the
FortiGate unit.
Session tracking
Part of the stateful inspection engine, session tracking maintains session tables that maintain
information about sessions that the stateful inspection module uses for maintaining sessions,
NAT, and other session related functions.
User authentication
User authentication added to security policies is handled by the stateful inspection engine,
which is why Firewall authentication is based on IP address. Authentication takes place after
policy lookup selects a security policy that includes authentication. This is also known as
identify-based policies. Authentication also takes place before security features are applied to
the packet.
Management traffic
This local traffic is delivered to the FortiGate unit TCP/IP stack and includes communication
with the web-based manager, the CLI, the FortiGuard network, log messages sent to
FortiAnalyzer or a remote syslog server, and so on. Management traffic is processed by
applications such as the web server which displays the FortiOS web-based manager, the SSH
server for the CLI or the FortiGuard server to handle local FortiGuard database updates or
FortiGuard Web Filtering URL lookups.
SSL VPN traffic

For local SSL VPN traffic, the internal packets are decrypted and are routed to a special
interface. This interface is typically called ssl.root for decryption. Once decrypted, the packets
go to policy lookup.
ICAP traffic
If you enable ICAP in a security policy, HTTP (and optionally HTTPS) traffic intercepted by the
policy is transferred to ICAP servers in the ICAP profile added to the policy. The FortiGate unit is
the surrogate, or middle-man, and carries the ICAP responses from the ICAP server to the
ICAP client; the ICAP client then responds back, and the FortiGate unit determines the action
that should be taken with these ICAP responses and requests.
Session helpers
Some protocols include information in the packet body (or payload) that must be analyzed to
successfully process sessions for this protocol. For example, the SIP VoIP protocol uses TCP
control packets with a standard destination port to set up SIP calls. To successfully process SIP
VoIP calls, FortiOS must be able to extract information from the body of the SIP packet and use
this information to allow the voice-carrying packets through the firewall.
FortiOS uses session helpers to analyze the data in the packet bodies of some protocols and
adjust the firewall to allow those protocols to send packets through the firewall.
Page 14
Flow-based inspection engine

Flow-based inspection is responsible for IPS, application control, flow-based antivirus scanning
and VoIP inspection. Packets are sent to flow-based inspection if the security policy that
accepts the packets includes one or more of these security features.
Flow-based antivirus scanning is only available on some FortiGate models.
Once the packet has passed the flow-based engine, it can be sent to the proxy inspection
engine or egress.
Proxy-based inspection engine

The proxy inspection engine is responsible for carrying out antivirus protection, email filtering
(antispam), web filtering and data leak prevention. The proxy engine will process multiple
packets to generate content before it is able to make a decision for a specific packet.
IPsec
If the packet is transmitted through an IPsec tunnel, it is at this stage the encryption and
required encapsulation is performed. For non-IPsec traffic (TCP/UDP) this step is bypassed.
Source NAT (SNAT)

When preparing the packet to leave the FortiGate unit, it needs to NAT the source address of
the packet to the external interface IP address of the FortiGate unit. For example, a packet from
a user at 192.168.1.1 accessing www.example.com is now using a valid external IP address as
its source address.
Routing
The final routing step determines the outgoing interface to be used by the packet as it leaves
the FortiGate unit.
Egress
Upon completion of the scanning at the IP level, the packet exits the FortiGate unit.
Example 1: client/server connection

The following example illustrates the flow of a packet of a client/web server connection with
authentication and FortiGuard URL and antivirus filtering.
This example includes the following steps:
Initiating connection from client to web server
1. Client sends packet to web server.
Page 15
2. Packet intercepted by FortiGate unit interface.

2.1 Link level CRC and packet size checking. If the size is correct, the packet continues,
otherwise it is dropped.
3. DoS sensor - checks are done to ensure the sender is valid and not attempting a denial of
service attack.
4. IP integrity header checking, verifying the IP header length, version and checksums.
5. Next hop route
6. Policy lookup
7. User authentication
8. Proxy inspection
8.1 Web Filtering
8.2 FortiGuard Web Filtering URL lookup
8.3 Antivirus scanning
9. Source NAT
10.Routing
11.Interface transmission to network
12.Packet forwarded to web server
Response from web server
1. Web Server sends response packet to client.
2. Packet intercepted by FortiGate unit interface
2.1 Link level CRC and packet size checking.
3. IP integrity header checking.
4. DoS sensor.
5. Proxy inspection
5.1 Antivirus scanning.
6. Source NAT.
7. Stateful Policy Engine
7.1 Session Tracking
8. Next hop route
9. Interface transmission to network
10.Packet returns to client
Page 16
Figure 5: Client/server connection

3
1
2
Client sends packet

to web server
Interface
(Link layer)
Stateful
Policy
Engine
IP Integrity
Header checking
DoS
Sensor
Session
Tracking
Proxy
Inspection
Engine
FortiGate Unit
User
Authentication
NAT
(DNAT)
Policy
Lookup
Antivirus
Routing
FortiGuard
Web Filtering
Web Filter
FortiGuard
NAT
(SNAT)
Interface
(Link layer)
Routing
Proxy Inspection
Engine
Packet
Exits
Internet
Web Server
Antivirus
DoS
Sensor
NAT
(SNAT)
Session
Tracking
Interface
(Link layer)
IP Integrity
Header checking
Packet
Enters
Routing
Stateful Policy
Engine
Interface
(Link layer)
1
2
Packet exits and

returns to client
Example 2: Routing table update

The following example illustrates the flow of a packet when there is a routing table update. As
this is low level, there is no security involved.This example includes the following steps:
1. FortiGate unit receives routing update packet
service attack.
5. Stateful policy engine
5.1 Management traffic (local traffic)
6. Routing module
6.1 Update routing table
Page 17
Figure 6: Routing table update

3
1
2
Routing
update
packet
Packet
FortiGate Unit
Interface
(Link layer)
IP Integrity
Header checking
DoS
Sensor
Management
Traffic
Stateful
Policy
Engine
Routing
Module
Routing Table
Update routing table
Example 3: Dialup IPsec VPN with application control

This example includes the following steps:
1. FortiGate unit receives IPsec packet from Internet
service attack.
5. IPsec
5.1 Determines that packet matched IPsec phase 1 configuration
5.2 Unencrypted packet
6. Next hop route
7.1 Session tracking
8. Flow inspection engine
8.1 IPS
8.2 Application control
9. Source NAT
10.Routing
12.Packet forwarded to internal server
Response from server
1. Server sends response packet
2.1 Link level CRC and packet size checking
3. IP integrity header checking.
4. DoS sensor
Page 18
5. Flow inspection engine

5.1 IPS
5.2 Application control
6.1 Session tracking
7. Next hop route
8. IPsec
8.1 Encrypts packet
9. Routing
11.Encrypted Packet returns to internet
Figure 7: Dialup IPsec with application control
3
1
2
IPsec packet
received from
Internet
Encrypted or
encapsulated packet
FortiGate Unit
Interface
(Link layer)
IP Integrity
Header checking
DoS
Sensor
IPsec
NAT
Packet decryption
Application
Control
Next Hop
Route
Session
Tracking
IPS
Flow Inspection Engine
Stateful Policy Engine
Packet Exits
Source
NAT
Routing
Interface
(Link layer)
1
2
Internal
Server
Destintion
NAT
IP Integrity
Header checking
DoS
Sensor
Interface
(Link layer)
1
2
Response Packe
Packet Enters
Application
Control
Session
Tracking
IPS
Next Hop
Route
Stateful Policy Engine
Flow Inspection Engine

Interface
(Link layer)
Routing
IPsec
Packet encryption
1
2
Packet
Exits and returns
to source
Encrypted or
encapsulated packet
Page 19
Verifying FortiGate admin access security

FortiOS provides a number of methods that help to enhance FortiGate administrative access
security. This section describes FortiGate administrative access security best practices.
Install the FortiGate unit in a physically secure location
Add new administrator accounts
Change the admin account name and limit access to this account
Only allow administrative access to the external interface when needed
When enabling remote access, configure Trusted Hosts and Two-factor Authentication
Change the default administrative port to a non-standard port
Enable Password Policy
Maintain short login timeouts
Modify administrator account Lockout Duration and Threshold values
Disable auto installation via USB
Auditing and Logging
Install the FortiGate unit in a physically secure location

A good place to start with is physical security. Install the FortiGate unit in a secure location,
such as a locked room or a room with restricted access. This way unauthorized users cant get
physical access to the device.
If unauthorized users have physical access they can disrupt your entire network by
disconnecting your FortiGate unit (either by accident or on purpose). They could also connect a
console cable and attempt to log into the CLI. Also, when a FortiGate unit reboots, a person
with physical access can interrupt the boot process and install different firmware.
Add new administrator accounts

Rather than allowing all administrators to access the FortiGate unit with the admin administrator
account you should create administrator accounts for each person that requires administrative
access. That way you can track who has made configuration changes and performed other
administrative activities. Keep the number of administrative accounts to a minimum to keep
better control on who can access the device.
To add administrators go to System > Admin > Administrators and select Create New.
If you want administrators to have access to all FortiGate configuration options, their accounts
should have the prof_admin admin profile. Administrators with this profile can do anything
except add new administrator accounts.
At least one account should always have the super_admin profile as this profile is required to
add and remove administrators. To improve security only a very few administrators (usually one)
should be able to add new administrators.
If you want some administrator accounts to have limited access to the FortiGate configuration
you can create custom admin profiles that only allow access to selected parts of the
configuration. To add custom admin profiles, go to System > Admin > Admin Profiles and select
Create New.
Page 20
For example, if you want to add an admin profile that does not allow changing firewall policies,
when you configure the admin profile set Firewall Configuration to None or Ready Only.
Change the admin account name and limit access to this account
The default super_admin administrator account, admin, is a well known
administrator name so if this account is available it could be
easier for attackers to access the FortiGate unit because they know
they can log in with this name, only having to determine the
password. You can improve security by changing this name to one
more difficult for an attacker to guess.
To do this, create a new administrator account with the super_admin
admin profile and log in as that administrator. Then go to System >
Admin > Administrators and edit the admin administrator and change
the Administrator name.
Once the account has been renamed you could delete the super_admin
account that you just added. Consider also only using the
super-admin account for adding or changing administrators. The
less this account is used to less likely that it could be
compromised. You could also store the account name and password for
this account in a secure location in case for some reason the
account name or password is forgotten.
Only allow administrative access to the external interface when needed

When possible, dont allow administration access on the external interface and use internal
access methods such as IPsec VPN or SSL VPN.
To disable administrative access on the external interface, go to System > Network > Interface,
edit the external interface and disable HTTPS, PING, HTTP, SSH, and TELNET under
Administrative Access.
This can also be done with CLI using following commands:
config system interface
edit <external_interface_name>
unset allowaccess
end
Please note that this will disable all services on the external
interface including CAPWAP, FMG-Access, SNMP, and FCT-Access.
If you need some of these services enabled on your external interface,
for example CAPWAP and FMG-Access to ensure connectivity between
FortiGate unit and respectively FortiAP and FortiManager, then you
need to use following CLI command:
config system interface
edit <external_interface_name>
set allowaccess capwap fgfm
end
Page 21
When enabling remote access, configure Trusted Hosts and Two-factor

Authentication
If you have to have remote access and cant use IPsec or SSL VPN then you should only allow
HTTPS and SSH and use secure access methods such as trusted hosts and Two-facor
authentication.
Configuring Trusted Hosts

Setting trusted hosts for administrators limits what computers an administrator can log in the
FortiGate unit from. When you identify a trusted host, the FortiGate unit will only accept the
administrators login from the configured IP address or subnet. Any attempt to log in with the
same credentials from any other IP address or any other subnet will be dropped. To ensure the
administrator has access from different locations, you can enter up to ten IP addresses or
subnets. Ideally, this should be kept to a minimum. For higher security, use an IP address with a
net mask of 255.255.255.255, and enter an IP address (non-zero) in each of the three default
trusted host fields.
Trusted hosts are configured when adding a new administrator by going to System > Admin >
Administrators in the web-based manager and selecting Restrict this Admin Login from Trusted
Hosts Only, or config system admin in the CLI.
The trusted hosts apply to the web-based manager, ping, snmp and the CLI when accessed
through SSH. CLI access through the console port is not affected.
Also ensure all entries contain actual IP addresses, not the default 0.0.0.0.
Configuring Two-factor Authentication

FortiOS 5.0 provides support for FortiToken and FortiToken Mobile. FortiToken Mobile is a
Fortinet application that enables you to generate One Time Passwords (OTPs) on a mobile
device for FortiGate two-factor authentication. The users mobile device and the FortiGate unit
must be connected to the Internet to activate FortiToken mobile. Once activated, users can
generate OTPs on their mobile device without having network access. FortiToken Mobile is
available for iOS and Android devices from their respective Application stores. No cellular
network is required for activation.
The latest FortiToken Mobile documentation is available from the FortiToken page of the
Fortinet Technical Documentation website.
Two free trial tokens are included with every registered FortiGate unit. Additional tokens can be
purchased from your reseller or from Fortinet.
To assign a token to an administrator go to System > Admin > Administrators and either add a
new or select an existing administrator to assign the token to. Configure the administrator as
required, you need to enter your email address and phone number in order to receive the
activation code for the FortiToken mobile. Select Enable Two-factor Authentication. Select the
token to associate with the administrator. Select OK to assign the token to the administrator.
To configure your FortiGate unit to send email or SMS messages go to System > Config >
Messaging Servers.
Page 22
Change the default administrative port to a non-standard port

Administration Settings under System > Admin > Settings or config system global in the
CLI, enable you to change the default port configurations for administrative connections to the
FortiGate unit for added security. When connecting to the FortiGate unit when the port has
changed, the port must be included. For example, if you are connecting to the FortiGate unit
using HTTPS over port 8081, the url would be https://192.168.1.99:8081
If you make a change to the default port number for HTTP, HTTPS, Telnet, or SSH, ensure that
the port number is not used for other services.
Enable Password Policy

Brute force password software can launch more than just dictionary attacks. It can discover
common passwords where a letter is replaced by a number. For example, if p4ssw0rd is used
as a password, it can be cracked.
Password policies, available by going to System > Admin > Settings > Enable Password Policy,
enable you to create a password policy that any administrator who updates their passwords,
must follow. Using the available options you can define the required length of the password,
what it must contain (numbers, upper and lower case, and so on) and an expiry time frame. The
FortiGate unit will warn of any password that is added and does not meet the criteria.
Maintain short login timeouts

To avoid the possibility of an administrator walking away from the management computer and
leaving it exposed to unauthorized personnel, you can add an idle time-out. That is, if the
web-based manager is not used for a specified amount of time, the FortiGate unit will
automatically log the administrator out. To continue their work, they must log in again.
The time-out can be set as high as 480 minutes, or eight hours, although this is not recommend.
To set the idle time out, go to System > Admin > Settings and enter the amount of time for the
Idle Timeout. A best practice is to keep the default of 5 min.
When logging into the console using SSH, the default time of inactivity to successfully log into
the FortiGate unit is 120 seconds (2 minutes). You can configure the time to be shorter by using
the CLI to change the length of time the command prompt remains idle before the FortiGate unit
will log the administrator out. The range can be between 10 and 3600 seconds. To set the
logout time enter the following CLI commands:
config system global
set admin-ssh-grace-time <number_of_seconds>
end
Modify administrator account Lockout Duration and Threshold values

Account lockout policies control how and when accounts are locked out of the FortiGate unit.
These policies are described and implemented as follows:
Page 23
Administrator account Lockout Duration

If someone violates the lockout controls by entering an incorrect user name and/or password,
account lockout duration sets the length of time the account is locked. the lockout duration can
be set to a specific length of time using a value between 1 and 4294967295 seconds. The
default value is 60 seconds.
When its required use the CLI to modify the lockout duration as follow:
set admin-lockout-duration <integer>
end
Administrator account Lockout Threshold

The lockout threshold sets the number of invalid logon attempts that are allowed before an
account is locked out. You may set a value that balances the need to prevent account cracking
against the needs of an administrator who may have difficulty accessing their account.
Its normal for an administrator to sometimes take a few attempts to logon with the right
password.
The lockout threshold can be set to any value from 1 to 10. The Default value is 3, which is
normally a good setting. However, to improve security you could reduce it to 1 or 2 as long as
administrators know to take extra care when entering their passwords.
Use the following CLI command to modify the lockout threshold:
set admin-lockout-threshold <integer>
end
Keep in mind that the higher the lockout value, the higher the risk that someone may be able to
break into the FortiGate unit.
Disable auto installation via USB

An attacker with a physical access to the device could load a new configuration or firmware on
the FortiGate using the USB port, reinitializing the device through a power cut. To avoid this,
execute the following CLI commands:
config system auto-install
set auto-install-config disable
set auto-install-image disable
end
Auditing and Logging

Audit web facing administration interfaces. By default, FortiGate logs all deny action, you can
check these actions by going to Log & Report > Event Log > System. This default behavior
should not be changed. Also secure log files in a central location such as FortiCloud and
configure alert email which provides an efficient and direct method of notifying an administrator
of events. Alert email can be configured by going to Log & Report > Log Config > Alert E-mail
select Send alert email for the following and enabling Administrator login/logout.
An auditing schedule should be established to routinely inspect logs for signs of intrusion and
probing.
Page 24
Troubleshooting resources
Before you begin troubleshooting, you need to know Fortinets troubleshooting resources.
Doing so will shorten the time to solve your issue. Indeed, an administrator can save time and
effort during the troubleshooting process by first checking if the issue has been experienced
before. Several self-help resources are available to provide valuable information about FortiOS
technical issues, including:
Technical Documentation
Installation Guides, Administration Guides, Quick Start Guides, and other technical documents
are available online at the following URL:
http://docs.fortinet.com
Fortinet Video Library

The Fortinet Video Library hosts a collection of video which provide valuable information about
Fortinet products.
http://video.fortinet.com
Release Notes
Issues that are uncovered after the technical documentation has been published will often be
listed in the Release Notes that accompany the device.
Knowledge Base
The Fortinet Knowledge Base provides access to a variety of articles, white papers, and other
documentation providing technical insight into a range of Fortinet products. The Knowledge
Base is available online at the following URL:
http://kb.fortinet.com
Fortinet Technical Discussion Forums

An online technical forums allow administrators to contribute to discussions about issues
related to their Fortinet products. Searching the forum can help the administrator identify if an
issue has been experienced by another user. The support forums can be accessed at the
following URL:
http://support.fortinet.com/forum
Page 25
Fortinet Training Services Online Campus

The Fortinet Training Services Online Campus hosts a collection of tutorials and training
materials which can be used to increase knowledge of the Fortinet products.
http://campus.training.fortinet.com
Fortinet Customer Support

You have defined your problem, researched a solution, put together a plan to find the solution,
and executed that plan. At this point if the problem has not been solved, its time to contact
Fortinet Customer Support for assistance.
http://support.fortinet.com
Page 26
Troubleshooting tools
FortiOS provides a number of tools that help with troubleshooting both hardware and software
issues. These tools include diagnostics and ports; ports are used when you need to understand
the traffic coming in or going out on a specific port, for example, UDP 53, which is used by the
FortiGate unit for DNS lookup and RBL lookup.
This section also contains information about troubleshooting FortiGuard issues.
FortiOS diagnostics
FortiOS ports
FortiAnalyzer/FortiManager ports
FortiGuard troubleshooting
FortiOS diagnostics
A collection of diagnostic commands are available in FortiOS for troubleshooting and
performance monitoring. Within the CLI commands, the two main groups of diagnostic
commands are get and diagnose commands. Both commands display information about
system resources, connections, and settings that enable you to locate and fix problems, or to
monitor system performance.
This topic includes diagnostics commands to help with:
Check date and time
Resource usage
Proxy operation
Hardware NIC
Traffic trace
Session table
Firewall session setup rate
Finding object dependencies
Flow trace
Packet sniffing and packet capture
FA2 and NP2 based interfaces
Debug command
The execute tac report command
Other commands
Additional diagnostic commands related to specific features are covered in the chapter for that
specific feature. For example in-depth diagnostics for dynamic routing are covered in the
dynamic routing chapter.
Check date and time

The system date and time are important for FortiGuard services, when logging events, and
when sending alerts. The wrong time will make the log entries confusing and difficult to use.
Page 27
Use Network Time Protocol (NTP) to set the date and time if possible. This is an automatic
method that does not require manual intervention. However, you must ensure the port is
allowed through the firewalls on your network. FortiToken synchronization requires NTP in many
situations.
How to check the date and time - web-based manager
1. Go to System Information > System Time on the dashboard.
Alternately, you can check the date and time using the CLI commands execute date and
execute time.
2. If required, select Change to adjust the date and time settings.
You can set the time zone, date and time, and select NTP usage. In the CLI, use the
following commands to change the date and time:
set timezone (use ? to get a list of IDs and descriptions of their
timezone)
set
config system ntp
config ntpserver
edit 1
set server ntp1.fortinet.net
next
edit 2
set server ntp2.fortinet.net
next
end
set ntpsync enable
set syncinterval 60
end
Resource usage
Each program running on a computer has one or more processes associated with it. For
example if you open a Telnet program, it will have an associated telnet process. The same is
true in FortiOS. All the processes have to share the system resources in FortiOS including
memory and CPU.
Use get system performance status command to show the FortiOS performance
status.
Page 28
Sample output:
FGT#get system performance status
CPU states: 0% user 0% system 0% nice 100% idle
CPU0 states: 0% user 0% system 0% nice 100% idle
Memory states: 25% used
Average network usage: 0 kbps in 1 minute, 0 kbps in 10 minutes, 0 kbps
in 30 minutes
Average sessions: 5 sessions in 1 minute, 5 sessions in 10 minutes, 4
sessions in 30 minutes
Average session setup rate: 0 sessions per second in last 1 minute, 0
sessions per second in last 10 minutes, 0 sessions per second in
last 30 minutes
Virus caught: 0 total in 1 minute
IPS attacks blocked: 0 total in 1 minute
Uptime: 0 days, 12 hours, 7 minutes
Monitor the CPU/memory usage of internal processes using the following command:
get system performance top <delay> <max_lines>
The data listed by the command includes the name of the daemon, the process ID, whether the
process is sleeping or running, the CPU percentage being used, and the memory percentage
being used.
Sample output:
FGT#get system performance top 10 100
Run Time: 0 days, 11 hours and 30 minutes
0U, 0S, 100I; 1977T, 1470F, 121KF
pyfcgid
120
S
0.0
pyfcgid
121
S
0.0
pyfcgid
122
S
0.0
pyfcgid
53
S
0.0
ipsengine
75
S <
0.0
ipsengine
66
S <
0.0
ipsengine
73
S <
0.0
ipsengine
74
S <
0.0
ipsengine
79
S <
0.0
ipsengine
80
S <
0.0
cmdbsvr
43
S
0.0
proxyworker
110
S
0.0
proxyworker
111
S
0.0
httpsd
125
S
0.0
httpsd
52
S
0.0
httpsd
124
S
0.0
newcli
141
R
0.0
newcli
128
S
0.0
fgfmd
102
S
0.0
iked
86
S
0.0
Page 29
1.3
1.3
1.3
1.3
1.3
1.3
1.3
1.3
1.3
1.3
1.0
1.0
1.0
0.8
0.8
0.8
0.7
0.7
0.7
0.7
Proxy operation
Monitor proxy operations using the following command:
diag test application <application> <option>
The <application> value can include the following:
acd
Aggregate Controller.
ddnscd
DDNS client daemon.
dhcp6c
DHCP6 client daemon.
dhcprelay
DHCP relay daemon.
dlpfingerprint
DLP fingerprint daemon.
dlpfpcache
DLP fingerprint cache daemon.
dnsproxy
DNS proxy.
dsd
DLP Statistics daemon.
forticldd
FortiCloud daemon.
forticron
FortiCron daemon.
fsd
FortiExplorer daemon.
ftpd
FTP proxy.
harelay
HA relay daemon.
http
HTTP proxy.
imap
IMAP proxy.
info-sslvpnd
SSL-VPN info daemon.
ipldbd
IP load balancing daemon.
ipsengine
ips sensor
ipsmonitor
ips monitor
ipsufd
IPS urlfilter daemon.
l2tpcd
L2TP client daemon.
lted
USB LTE daemon.
miglogd
Miglog logging daemon.
nat64d
NAT 64 daemon.
nntp
NNTP proxy.
pop3
POP3 proxy.
Page 30
pptpcd
PPTP client.
proxyacceptor
Proxy acceptor.
proxyworker
Proxy worker.
quarantined
Quarantine daemon.
radiusd
RADIUS daemon.
reportd
Report daemon.
reputation
Client reputation daemon.
scanunit
Scanning unit.
sflowd
sFlow daemon.
smtp
SMTP proxy.
snmpd
SNMP daemon.
sqldb
SQL database daemon.
ssh
SSH proxy.
sslacceptor
SSL proxy.
sslworker
SSL proxy.
swctrl_authd
Switch controller authentication daemon.
uploadd
Upload daemon.
urlfilter
URL filter daemon.
wa_cs
WAN optimization cs server.
wa_dbd
WAN optimization storage server.
wad
WAN optimization proxy.
wad_diskd
WAN optimization disk access daemon.
wccpd
WCCP daemon.
wpad
WPA daemon.
The <option> value depends from the application value used in the command. Here are some
examples:
If the application is http, the CLI command will be
diag test application http <option>
The <option> value can be one from the following:
Page 31
Drop all connections
22
Drop max idle connections
222
Drop all idle connections
Display connection stat
44
Display info per connection
444
Display connections per state
4444
Display per-VDOM statistics
44444
Display information about idle connections
55
Display tcp info per connection
Display ICAP information
70
Disable ICAP 'Allow: 204' (default)
71
Enable ICAP 'Allow: 204'
72
Drop all ICAP server connections
11
Display the SSL session ID cache statistics
12
Clear the SSL session ID cache statistics
13
Display the SSL session ID cache
14
Clear the SSL session ID cache
80
Show Fortinet bar SSL-VPN bookmark info
81
Show Fortinet bar SSL-VPN bookmark cache
82
Show Fortinet bar SSL-VPN bookmark LRU list
If the application is ipsmonitor, the CLI command will be

diag test application ipsmonitor <option>
The <option> value can be one from the following:
Display IPS engine information
Toggle IPS engine enable/disable status
Display restart log
Clear restart log
Toggle bypass status
Page 32
Submit attack characteristics now
10
IPS queue length
11
Clear IPS queue length
12
IPS L7 socket statistics
13
IPS session list
14
IPS NTurbo statistics
15
IPSA statistics
97
Start all IPS engines
98
Stop all IPS engines
99
Restart all IPS engines and monitor
Hardware NIC
Monitor hardware network operations using the following command:
diag hardware deviceinfo nic <interface>
The information displayed by this command is important as errors at the interface are indicative
of data link or physical layer issues which may impact the performance of the FortiGate unit.
The following is sample output when <interface> = internal:
System_Device_Name
Current_HWaddr
Permanent_HWaddr
Link
Speed
Duplex
[]
Rx_Packets=5685708
Tx_Packets=4107073
Rx_Bytes=617908014
Tx_Bytes=1269751248
Rx_Errors=0
Tx_Errors=0
Rx_Dropped=0
Tx_Dropped=0
[..]
port5
00:09:0f:68:35:60
00:09:0f:68:35:60
up
100
full
Page 33
The diag hardware deviceinfo nic command displays a list of hardware related error
names and values. The following table explains the items in the list and their meanings.
Table 3: Possible hardware errors and meanings
Field
Rx_Errors = rx error count
Rx_CRC_Errors +
Rx_Length_Errors Rx_Align_Errors
Rx_Dropped or
Rx_No_Buffer_Count
Rx_Missed_Errors
Definition
Bad frame was marked as error by PHY.
This error is only valid in 10/100M mode.
Running out of buffer space.
Equals Rx_FIFO_Errors + CEXTERR (Carrier Extension Error

Count). Only valid in 1000M mode, whichis marked by PHY.
Tx_Errors =
ECOL (Excessive Collisions Count). Only valid in half-duplex
Tx_Aborted_Errors
mode.
Tx_Window_Errors
LATECOL (Late Collisions Count). Late collisions are
collisions that occur after 64-byte time into the transmission
of the packet while working in 10 to100Mb/s data rate and
512-byte timeinto the transmission of the packet while
working in the 1000Mb/s data rate. This register only
increments if transmits are enabled and the device is in
half-duplex mode.
Rx_Dropped
See Rx_Errors.
Tx_Dropped
Not defined.
Collisions
Total number of collisions experienced by the transmitter.
Valid in half-duplex mode.
Rx_Length_Errors
Transmission length error.
Rx_Over_Errors
Not defined.
Rx_CRC_Errors
Frame CRC error.
Rx_Frame_Errors
Same as Rx_Align_Errors. This error is only valid in 10/100M
mode.
Rx_FIFO_Errors
Same as Rx_Missed_Errors - a missed packet count.
Tx_Aborted_Errors
See Tx_Errors.
Tx_Carrier_Errors
The PHY should assert the internal carrier sense signal
during every transmission. Failure to do so may indicate that
the link has failed or the PHY has an incorrect link
configuration. This register only increments if transmits are
enabled. This register is not valid in internal SerDes 1 mode
(TBI mode for the 82544GC/EI) and is only valid when the
Ethernet controller is operating at full duplex.
Tx_FIFO_Errors
Not defined.
Tx_Heartbeat_Errors
Not defined.
Tx_Window_Errors
See LATECOL.
Tx_Single_Collision_Fram Counts the number of times that a successfully transmitted
es
packed encountered a single collision. The value only
increments if transmits are enabled and the Ethernet
controller is in half-duplex mode.
Tx_Multiple_Collision_Fra A Multiple Collision Count which counts the number of times
mes
that a transmit encountered more than one collision but less
than 16. The value only increments if transmits are enabled
and the Ethernet controller is in half-duplex mode.
Page 34
Table 3: Possible hardware errors and meanings

Field
Tx_Deferred
Rx_Frame_Too_Longs
Rx_Frame_Too_Shorts
Rx_Align_Errors
Symbol Error Count
Definition
Counts defer events. A defer event occurs when the
transmitter cannot immediately send a packet due to the
medium being busy because another device is transmitting,
the IPG timer has not expired, half-duplex deferral events are
occurring, XOFF frames are being received, or the link is not
up. This register only increments if transmits are enabled.
This counter does not increment for streaming transmits that
are deferred due to TX IPG.
The Rx frame is over size.
The Rx frame is too short.
This error is only valid in 10/100M mode.
Counts the number of symbol errors between reads SYMERRS. The count increases for every bad symbol
received, whether or not a packet is currently being received
and whether or not the link is up. This register only
increments in internal SerDes mode.
Traffic trace
Traffic tracing allows a specific packet stream to be followed. This is useful to confirm packets
are taking the route you expected on your network.
View the characteristics of a traffic session though specific security policies using:
diag sys session
Trace per-packet operations for flow tracing using:
diag debug flow
Trace per-Ethernet frame using:
diag sniffer packet
Session table
A session is a communication channel between two devices or applications across the network.
Sessions enable FortiOS to inspect and act on a sequential group of packets in a session all
together instead of inspecting each packet individually. Each of these sessions has an entry in
the session table that includes important information about the session.
Use as a tool
Session tables are useful troubleshooting tools because they allow you to verify connections
that you expect to see open. For example, if you have a web browser open to browse the
Fortinet website, you would expect a session entry from your computer, on port 80, to the IP for
the Fortinet website. Another troubleshooting method is if there are too many sessions for
FortiOS to process, you can examine the session table for evidence why this is happening.
The FortiGate session table can be viewed from either the CLI or the web-based manager. The
most useful troubleshooting data comes from the CLI. The session table in web-based manager
also provides some useful summary information, particularly the current policy number that the
session is using.
Page 35
Web-based manager session information

In the web-based manager there are actually two places to view session information the
policy session monitor, and the dashboard Top Sources, Top Destinations and Top Applications
Top Sessions Dashboard

Top Sources Dashboard shows Top Sessions by source Address, Top Destinations shows Top
sessions by Destination address, and Top Applications shows Top Sessions by applications. If
there are not enough entries in the session table, try browsing to a different web site and
re-examine the table. The Policy ID shows which security policy matches the session. The
sessions that do not have a Policy ID entry originate from the FortiGate device
Session monitor
The session monitor is the session table. It lists the protocol used, source and destination
addresses, source and destination ports, what policy ID was matched (if any), how long until the
session expires, and how long it has been established.
If there is no policy ID listed in the session entry, the traffic originated from the FortiGate unit.
Otherwise all sessions must match a security policy to pass through the FortiGate unit. You can
specify a filter to show Forward Traffic only. To do this, click on the Edit icon (it looks like a
pencil)
As there are potentially many sessions active at one time, there are different methods you can
use to filter unimportant sessions out of your search. The easiest filter is to display only IPv4 or
IPv6 sessions. By default both are displayed.
How to find which security policy a specific connection is using

Every program and device on your network must have a communication channel, or session,
open to pass information. The FortiGate unit manages these sessions with its many features
from traffic shaping, to antivirus scanning, and even blocking known bad web sites. Each
session has an entry in the session table. In the web, you can use the Session Monitor or Top
Session Dashboard to view session information.
You may want to find information for a specific session, say a secure web browser session, for
troubleshooting. For example if that web browser session is not working properly, you can
check the session table to ensure the session is still active, and that it is going to the proper
Page 36
address. It can also tell you the security policy number it matches, so you can check what is
happening in that policy.
1. Know your connection information.
You need to be able to identify the session you want. For this you need the source IP
address (usually your computer), the destination IP address if you have it, and the port
number which is determined by the program being used. Some commons ports are:
port 80 (HTTP for web browsing),
port 22 (SSH used for secure login and file transfers)
port 23 (telnet for a text connection)
port 443 (HTTPS for secure web browsing
2. Find your session and policy ID.
Follow System > Dashboard> Top Sources to the session table monitor. Find your session by
finding your source IP address, destination IP address if you have it, and port number. The
policy ID is listed after the destination information. If the list of sessions is very long, you can
filter the list to make it easier to find your session.
3. When there are many sessions, use a filter to help you find your session.
If there are multiple pages of sessions it is difficult to find a single session. To help you in
your search you can use a filter to block out sessions that you dont want. Select the filter
icon next to Src Address. In the window that pops up, enter your source IP address and
select Apply. Now only sessions that originate from your IP address will be displayed in the
session table. If the list is still too long, you can do the same for the Src port. That will make
it easy to find your session and the security policy ID. When you are finished remember to
clear the filters.
CLI session information

The session table output from the CLI (diag sys session list) is very verbose. Even on a
system with a small amount of traffic, displaying the session table will generate a large amount
of output. For this reason, filters are used to display only the session data of interest.
You can filter a column in the web-based manager by clicking the funnel icon on the column
heading or from the CLI by creating a filter.
An entry is placed in the session table for each traffic session passing through a security policy.
The following command will list the information for a session in the table:
diag sys session list
Page 37
Sample Output:
FGT# diag sys session list
session info: proto=6 proto_state=05 expire=89 timeout=3600
flags=00000000 av_idx=0 use=3
bandwidth=204800/sec
guaranteed_bandwidth=102400/sec
traffic=332/sec prio=0 logtype=session ha_id=0 hakey=4450
tunnel=/
state=log shape may_dirty
statistic(bytes/packets/err): org=3408/38/0 reply=3888/31/0 tuples=2
orgin->sink: org pre->post, reply pre->post oif=3/5
gwy=192.168.11.254/10.0.5.100
hook=post dir=org act=snat
10.0.5.100:1251->192.168.11.254:22(192.168.11.105:1251)
hook=pre dir=reply act=dnat
192.168.11.254:22->192.168.11.105:1251(10.0.5.100:1251)
pos/(before,after) 0/(0,0), 0/(0,0)
misc=0 domain_info=0 auth_info=0 ftgd_info=0 ids=0x0 vd=0
serial=00007c33 tos=ff/ff
Since output can be verbose, the filter option allows specific information to be displayed, for
example:
diag sys session filter <option>
The <option> values available include the following:
clear
Clear session filter.
dintf
Destination interface.
dport
Destination port.
dst
Destination IP address.
duration
duration
expire
expire
negate
Inverse filter.
nport
NAT'd source port
nsrc
NAT'd source ip address
policy
Policy ID.
proto
Protocol number.
proto-state
Protocol state.
sintf
Source interface.
sport
Source port.
src
Source IP address.
vd
Index of virtual domain. -1 matches all.
Page 38
Even though UDP is a sessionless protocol, the FortiGate unit still keeps track of the following
two different states:
UDP reply not seen with a value of 0
UDP reply seen with a value of 1
The following illustrates FW session states from the session table:
Table 4:
State
Meaning
log
Session is being logged.
local
Session is originated from or destined for local stack.
ext
Session is created by a firewall session helper.
may_dirty
Session is created by a policy. For example, the session for ftp

control channel will have this state but ftp data
channel will not. This is also seen when NAT is enabled.
ndr
Session will be checked by IPS signature.
nds
Session will be checked by IPS anomaly.
br
Session is being bridged (TP) mode.
Firewall session setup rate

The number of sessions that can be established in a set period of time is useful information. A
session is an end-to-end TCP/IP connection for communication with a limited lifespan. If you
record the setup rate during normal operation, when you experience problems you have that
setup rate with the current number to see if its very different. While this will not solve your
problems, it can be a useful step to help you define your problem.
A reduced firewall session setup rate could be the result of a number of things from a lack of
system resources on the FortiGate unit, to reaching the limit of your session count for your
VDOM.
To view your session setup rate - web-based manager
1. Got to System > Dashboard.
2. Maximize Top Sources
3. Read the New Sessions per Second value displayed at the bottom.
If the Top Sessions widget is not visible on your dashboard, go to the + Widget button at the top
of the window. When a window pops up, select Top Sessions for it to be added to the
dashboard.
Page 39
To view your session setup rate method 1- CLI

FGT# get sys performance status
CPU states: 0% user 0% system 0% nice 100% idle
Memory states: 10% used
Average network usage: 0 kbps in 1 minute, 0 kbps in 10 minutes,
13 kbps in 30 minutes
Average sessions: 31 sessions in 1 minute, 30 sessions in 10
minutes, 31 sessions in 30 minutes
Average session setup rate: 0.5 sessions per second in last 1
minute, 0 sessions per second in last 10 minutes, 0 sessions per
second in last 30 minutes
Virus caught: 0 total in 1 minute
IPS attacks blocked: 0 total in 1 minute
Uptime: 44 days, 18 hours, 42 minutes
The information you are looking for is the Average sessions section, highlighted in the above
output. In this example you can see there were 31 sessions in 1 minute, or an average of 0.5
sessions per second. The values for 10 minutes and 30 minutes allow you to take a longer
average for a more reliable value if your FortiGate unit is working at maximum capacity. The
smallest FortiGate unit can have 1 000 sessions established per second across the unit.
Remember that session setup rate is a global command. If you have multiple VDOMs
configured with many sessions in each one, the session setup rate per VDOM will be slower
than if there were no VDOMs configured.
Finding object dependencies

An administrator may not be permitted to delete a configuration object if there are other
configuration objects that depend on it. This command identifies other objects which depend
on or make reference to the configuration object in question. If an error is displayed that an
object is in use and cannot be deleted, this command can help identify the source of the
problem.
Another use is if you have a virtual interface with objects that depend on it, you need to find and
remove those dependencies before you delete that interface.
CLI method
When running multiple VDOMs, this command is run in the Global configuration only and it
searches for the named object both in the Global and VDOM configuration most recently used:
diag sys checkused <path.object.mkey>
For example, to verify which objects are referred to in a security policy with an ID of 1, enter the
command as follows:
diag sys checkused firewall.policy.policyid 1
To check what is referred to by interface port1, enter the following command:
diag sys checkused system.interface.name port1
Page 40
To show all the dependencies for an interface, enter the command as follows:
diag sys checkused system.interface.name <interface name>
Sample Output:
entry
entry
entry
entry
entry
entry
entry
entry
used
used
used
used
used
used
used
used
by
by
by
by
by
by
by
by
table
table
table
table
table
table
table
table
firewall.address:name '10.98.23.23_host
firewall.address:name 'NAS'
firewall.address:name 'all'
firewall.address:name 'fortinet.com'
firewall.vip:name 'TORRENT_10.0.0.70:6883'
firewall.policy:policyid '21'
In this example, the interface has dependent objects, including four address objects, one VIP,
and three security policies.
Web-based manager method

In the web-based manager, the object dependencies for an interface can be easily checked and
removed.
To remove interface object dependencies - web-based manager
1. Go to System > Interface.
The number in the Ref. column is the number of objects that refer to this interface.
2. Select the number in the Ref. column for the desired interface.
A Window listing the dependencies will appear.
3. Use these detailed entries to locate and remove object references to this interface.
The trash can icon will change from gray when all object dependencies have been removed.
4. Remove the interface by selecting the check box for the interface, and select Delete.
Flow trace
To trace the flow of packets through the FortiGate unit, use the following command:
diag debug flow trace start
Follow packet flow by setting a flow filter using this command:

diag debug flow filter <option>
Page 41
Filtering options include the following:

addr IP address
clear clear filter
daddr destination IP address
dport destination port
negate inverse filter
port port
proto protocol number
saddr source IP address
sport source port
vd index of virtual domain, -1 matches all
Enable the output to be displayed to the CLI console using the following command:
diag debug flow show console
diag debug flow output is recorded as event log messages and are sent to a
FortiAnalyzer unit if connected. Do not let this command run longer than necessary
since it generates significant amounts of data.
Start flow monitoring with a specific number of packets using this command:
diag debug flow trace start <N>
Stop flow tracing at any time using:

diag debug flow trace stop
The following is an example of the flow trace for the device at the following IP address:
203.160.224.97
diag
diag
diag
diag
diag
debug
debug
debug
debug
debug
enable
flow filter addr 203.160.224.97
flow show console enable
flow show function-name enable
flow trace start 100
Flow trace output example - HTTP

Connect to the web site at the following address to observe the debug flow trace. The display
may vary slightly:
http://www.fortinet.com
Comment: SYN packet received:

id=20085 trace_id=209 func=resolve_ip_tuple_fast
line=2700 msg="vd-root received a packet(proto=6,
192.168.3.221:1487->203.160.224.97:80) from port5."
Page 42
SYN sent and a new session is allocated:

id=20085 trace_id=209 func=resolve_ip_tuple line=2799
msg="allocate a new session-00000e90"
Lookup for next-hop gateway address:
id=20085 trace_id=209 func=vf_ip4_route_input line=1543
msg="find a route: gw-192.168.11.254 via port6"
Source NAT, lookup next available port:
id=20085 trace_id=209 func=get_new_addr line=1219
msg="find SNAT: IP-192.168.11.59, port-31925"
direction
Matched security policy. Check to see which policy this session matches:
id=20085 trace_id=209 func=fw_forward_handler line=317
msg="Allowed by Policy-3: SNAT"
Apply source NAT:
id=20085 trace_id=209 func=__ip_session_run_tuple
line=1502 msg="SNAT 192.168.3.221->192.168.11.59:31925"
SYN ACK received:
id=20085 trace_id=210 func=resolve_ip_tuple_fast line=2700
msg="vd-root received a packet(proto=6, 203.160.224.97:80>192.168.11.59:31925) from port6."
Found existing session ID. Identified as the reply direction:
msg="Find an existing session, id-00000e90, reply
direction"
Apply destination NAT to inverse source NAT action:
line=1516 msg="DNAT 192.168.11.59:31925>192.168.3.221:1487"
Lookup for next-hop gateway address for reply traffic:
id=20085 trace_id=210 func=vf_ip4_route_input line=1543
msg="find a route: gw-192.168.3.221 via port5"
ACK received:
msg="vd-root received a packet(proto=6,
192.168.3.221:1487->203.160.224.97:80) from port5."
Match existing session in the original direction:
msg="Find an existing session, id-00000e90, original
direction"
Apply source NAT:
line=1502 msg="SNAT 192.168.3.221->192.168.11.59:31925"
Page 43
Receive data from client:

192.168.3.221:1487->203.160.224.97:80) from port5."
Match existing session in the original direction:
line=2727 msg="Find an existing session, id-00000e90,
original direction"
Apply source NAT:
line=1502 msg="SNAT 192.168.3.221->192.168.11.59:31925"
Receive data from server:
203.160.224.97:80->192.168.11.59:31925) from port6."
Match existing session in reply direction:
line=2727 msg="Find an existing session, id-00000e90,
reply direction"
Apply destination NAT to inverse source NAT action:
line=1516 msg="DNAT 192.168.11.59:31925>192.168.3.221:1487"
Flow trace output example - IPsec (policy-based)

id=20085 trace_id=1 msg="vd-root received a packet(proto=1,
10.72.55.240:1->10.71.55.10:8) from internal."
id=20085 trace_id=1 msg="allocate a new session-00001cd3"
id=20085 trace_id=1 msg="find a route: gw-66.236.56.230 via wan1"
id=20085 trace_id=1 msg="Allowed by Policy-2: encrypt"
id=20085 trace_id=1 msg="enter IPsec tunnel-RemotePhase1"
id=20085 trace_id=1 msg="encrypted, and send to 15.215.225.22 with
source 66.236.56.226"
id=20085 trace_id=1 msg="send to 66.236.56.230 via intf-wan1
id=20085 trace_id=2 msg="vd-root received a packet (proto=1,
10.72.55.240:1-1071.55.10:8) from internal."
id=20085 trace_id=2 msg="Find an existing session, id-00001cd3,
original direction"
id=20085 trace_id=2 msg="enter IPsec ="encrypted, and send to
15.215.225.22 with source 66.236.56.226 tunnel-RemotePhase1"
id=20085 trace_id=2 msgid=20085 trace_id=2 msg="send to 66.236.56.230
via intf-wan1"
Packet sniffing and packet capture

FortiOS devices can sniff packets using commands in the CLI or capture packets using the
web-based manager. The differences between the two methods are not large.
Page 44
Packet sniffing in the CLI is well suited for spot checking traffic from the CLI, but if you have
complex filters to enter it can be a lot of work to enter them each time. You can also save the
sniffing output; however, you must log to a file and then analyze the file later by hand.
Packet capture in the web-based manager makes it easy to set up multiple filters at once and
just run one or two as you need them. You also have controls to start and stop capturing as you
wish. Packet capture output is downloaded to your local computer as a *.pcap file which
requires a third party application to read the file, such as Wireshark. This method is useful to
send Fortinet support information to help resolve an issue.
Features
Packet sniffing
Packet capture
Command location
CLI
web-based manager
Third party software required
puTTY to log
plaintext output
Wireshark to read
*.pcap files
Read output in plain text file
yes
no
Read output as *.pcap file using Wireshark
no
yes
Easily configure single quick and simple filter yes
no
Record packet interface
yes
no
Configure complex sniffer filters on multiple

interface
no
yes
sniff IPv6
hard
easy
sniff non-IP packets
no
yes
Filter packets by protocol and/or port
easy
easy
Filter packets by source and/or destination

address
easy
easy
Packet sniffing
Before you start sniffing packets on the CLI, you should be prepared to capture the output to a
file there can be huge amounts of data that you will not be able to see without saving it to a
file. One method is to use a terminal program like puTTY to connect to the FortiGate units CLI.
Then once the packet sniffing count is reached you can end the session and analyze the output
in the file.
Details within packets passing through particular interfaces can be displayed using the packet
sniffer with the following command:
diag sniffer packet <interface> <filter> <verbose> <count> <tsformat>
The <interface> value is required, with the rest being optional. If not included the default
values will be none.
For example the simplest valid sniffer command would be:
diag sniffer packet any
The <interface> value can be any physical or virtual interface name. Use any to sniff packets
on all interfaces.
Page 45
The <filter> value limits the display of packets using filters, including Berkeley Packet
Filtering (BPF) syntax. The <filter> value must be enclosed in quotes.
'[[src|dst] host <host_name_or_IP1>] [[src|dst] host
<host_name_or_IP2>] [[arp|ip|ip6|gre|esp|udp|tcp] [port_no]]
[[arp|ip|ip6|gre|esp|udp|tcp] [port_no]]
If a second host is specified in the filter, only the traffic between the two hosts will be displayed.
Optionally, you can use logical OR to match only one of the hosts, or match one of multiple
protocols or ports. When defining a port, there are up to two parts protocol and port number.
For example, to display UDP 1812 traffic or TCP 8080 traffic, use the following:
'udp port 1812 or tcp port 8080
To display all IP traffic that has a source of 192.168.1.2 and a destination of 192.168.2.3:
'ip src host 192.168.1.2 and dst host 192.168.2.3
The <verbose> option allows different levels of information to be displayed. The verbose levels
include:
1 Print header of packets
2 Print header and data from the IP header of the packets
3 Print header and data from the Ethernet header of the packets
4 Print header of packets with interface name
5 Print header and data from ip of packets with interface name
6 Print header and data from ethernet of packets with interface name
The <count> value indicates the number of packets to sniff before stopping. If this variable is
not included, or is set to zero, the sniffer will run until you manually halt it with Ctrl-C.
The <tsformat> value define the format of timestamp. It can be:
a: absolute UTC time, yyyy-mm-dd hh:mm:ss.ms
l: absolute LOCAL time, yyyy-mm-dd hh:mm:ss.ms
otherwise: relative to the start of sniffing, ss.ms
Packet capture
FortiOS 5 includes packet capture to the web-based manager. To configure packet capture
filters, go to System > Network > Packet Capture.
Page 46
When you add a packet capture filter, enter the following information and select OK.
Select the interface to sniff from the dropdown menu.

Interface
Max Packets to
Capture
Enable Filters
You must select one interface. You cannot change the

interface without deleting the filter and creating a new one,
unlike the other fields.
Enter the number of packets to capture before the filter
stops.
This number cannot be zero. You can halt the capturing
before this number is reached.
Select this option to specify your filter fields
Enter one or more hosts IP address
Host(s)
Port(s)
VLAN(s)
Separate multiple hosts with commas. Enter a range using

a dash without spaces, for example
172.16.1.5-172.16.1.15 or enter a subnet.
Enter one or more ports to capture on the selected
interface.
Separate multiple ports with commas. Enter a range using
a dash without spaces, for example 88-90
Enter one or more vlans (if there is any).
Separate multiple vlans with commas.
Protocol
Enter one or more protocol. Separate multiple protocol

with commas. Enter a range using a dash without spaces,
for example 1-6, 17, 21-25
Include IPv6
packets
Select this option if you are troubleshooting IPv6

networking, or if your network uses IPv6. Otherwise, leave
it disabled.
Capture Non-IP
packets
The protocols available in the list are all IP based except

for ICMP (ping). To capture non-IP based packets select
this feature. Some examples of non-IP packets include
IPsec, IGMP, ARP, and as mentioned ICMP.
If you select a filter and go back to edit it, you have the added option of starting and stopping
packet capture in the edit window, or downloading the captured packets. You can also see the
filter status and the number of packets captured.
You can also select the filter and select Start to start capturing packets. While the filter is
running, you will see the number of captured packets increasing until it reaches the max packet
count or you select Stop. While the filter is running you cannot download the output file.
When the packet capture is complete, you can select Download to send the packet capture
filter captured packets to your local computer as a *.pcap file. To read this file format, you will
need to use Wireshark or a similar third party application. Using this tool you will have extensive
analytics available to you and the full contents of the packets that were captured.
Page 47
FA2 and NP2 based interfaces

Many Fortinet products contain network processors. Some of these products contain FortiAccel
(FA2) network processors while others contain NP2 network processors. Network processor
features, and therefore offloading requirements, vary by network processor model.
When using the FA2- and NP2-based interfaces, only the initial session setup will be seen
through the diag debug flow command. If the session is correctly programmed into the
ASIC (fastpath), the debug flow command will no longer see the packets arriving at the CPU. If
the NP2 functionality is disabled, the CPU will see all the packets, however, this should only be
used for troubleshooting purposes.
First, obtain the NP2 and port numbers with the following command:
diag npu np2 list
Sample output:
ID PORTS
-- ----0 port1
0 port2
0 port3
0 port4
ID PORTS
-- ----1 port5
1 port6
1 port7
1 port8
ID PORTS
-- ----2 port9
2 port10
2 port11
2 port12
ID PORTS
-- ----3 port13
3 port14
3 port15
3 port16
Run the following commands:

diag npu np2 fastpafth disable <dev_id>
(where dev_id is the NP2 number)
Then, run this command:
diag npu np2 fastpath-sniffer enable port1
Sample output:
NP2 Fast Path Sniffer on port1 enabled
Page 48
This will cause all traffic on port1 of NP2 to be sent to the CPU meaning a standard sniffer trace
can be taken and other diag commands should work if it was a standard CPU driven port.
These commands are only for the newer NP2 interfaces. FA2 interfaces are more limited as the
sniffer will only capture the initial packets before the session is offloaded into HW (FA2). The
same holds true for the diag debug flow command as only the session setup will be shown,
however, this is usually enough for this command to be useful.
Debug command
Debug output provides continuous, real-time event information. Debugging output continues
until it is explicitly stopped or until the unit is rebooted. Debugging output can affect system
performance and will be continually generated even though output might not be displayed in the
CLI console.
Debug information displayed in the console will scroll in the console display and may prevent
CLI commands from being entered, for example, the command to disable the debug display. To
turn off debugging output as the display is scrolling by, press the key to recall the recent diag
debug command, press backspace, and type 0, followed by Enter.
Debug output display is enabled using the following command:
diag debug enable
When finished examining the debug output, disable it using:
diag debug disable
Once enabled, indicate the debug information that is required using this command:
diag debug <option> <level>
Debug command options include the following:
application
application
authd
Authentication daemon.
cli
Debug CLI.
cmdb-trace
Trace CLI.
config-error-lo Configure error log info.

g
console
console
crashlog
Crash log info.
disable
Disable debug output.
enable
Enable debug output.
flow
Trace packet flow in kernel.
fsso-polling
FSSO active directory poll module.
info
Show active debug level settings.
kernel
kernel
rating
Display rating info.
Page 49
report
Report for tech support.
reset
Reset all debug level to default.
rtmon
rtmon daemon
sql-log-error
SQL log database error info
urlfilter
urlfilter
The debug level can be set at the end of the command. Typical values are 2 and 3, for example:
diag debug application DHCPS 2
diag debug application spamfilter 2
Fortinet support will advise which debugging level to use.
Timestamps can be enabled to the debug output using the following command:
diag debug console timestamp enable
Debug output example

This example shows the IKE negotiation for a secure logging connection from a FortiGate unit to
a FortiAnalyzer system.
diag debug reset
diag vpn ike log-filter src-addr4 192.168.11.2
diag debug enable
Sample Output:
FGh_FtiLog1: IPsec SA connect 0 192.168.11.2->192.168.10.201:500,
natt_mode=0 rekey=0 phase2=FGh_FtiLog1
FGh_FtiLog1: using existing connection, dpd_fail=0
FGh_FtiLog1: found phase2 FGh_FtiLog1
FGh_FtiLog1: IPsec SA connect 0 192.168.11.2 -> 192.168.10.201:500
negotiating
FGh_FtiLog1: overriding selector 225.30.5.8 with 192.168.11.2
FGh_FtiLog1: initiator quick-mode set pfs=1536...
FGh_FtiLog1: try to negotiate with 1800 life seconds.
FGh_FtiLog1: initiate an SA with selectors:
192.168.11.2/0.0.0.0->192.168.10.201, ports=0/0, protocol=0/0
Send IKE Packet(quick_outI1):192.168.11.2:500(if0) ->
192.168.10.201:500, len=348
Initiator: sent 192.168.10.201 quick mode message #1 (OK)
FGh_FtiLog1: set retransmit: st=168, timeout=6.
In this example:
192.168.11.2->192.168.10.201:500
Page 50
Source and Destination gateway IP

address
dpd_fail=0
Found existing Phase 1
pfs=1536...
Create new Phase 2 tunnel
The execute tac report command

exec tac report is an execute command that runs an exhaustive series of diagnostic
commands. It runs commands that are only needed if you are using certain features like HA,
VPN tunnels, or a modem. The report takes a few minutes to complete due to the amount of
output generated. If you have your CLI output logged to a file, you can run this command to
familiarize yourself with the CLI commands involved.
When you call Fortinet Customer Support, you will be asked to provide information about your
unit and its current state using the output from this CLI command.
Other commands
ARP table
To view the ARP cache, use the following command:
get sys arp
To view the ARP cache in the system, use this command:

diag ip arp list
Sample output:
index=14 ifname=internal 224.0.0.5 01:00:5e:00:00:05 state=00000040
use=72203 confirm=78203 update=72203 ref=1
index=13 ifname=dmz 192.168.3.100 state=00000020 use=1843
confirm=650179 update=644179 ref=2
? VIP
index=13 ifname=dmz 192.168.3.109 02:09:0f:78:69:ff state=00000004
use=71743 confirm=75743 update=75743 ref=1
index=14 ifname=internal 192.168.11.56 00:1c:23:10:f8:20
state=00000004 use=10532 confirm=10532 update=12658 ref=4
To remove the ARP cache, use this command:

execute clear system arp table
To remove a single ARP entry, use:

diag ip arp delete <interface name> <IP address>
To remove all entries associated with a particular interface, use this command:
diag ip arp flush <interface name>
To add static ARP entries, use the following command:

config system arp-table
Page 51
Time and date settings

Check time and date settings for log message timestamp synchronization (the Fortinet support
group may request this) and for certificates that have a time requirement to check for validity.
Use the following commands:
execute time
current time is: 12:40:48
last ntp sync:Thu Mar 16 12:00:21 2006
execute date
current date is: 2006-03-16
To force synchronization with an NTP server, toggle the following command:

set ntpsync enable/disable
If all devices have the same time, it helps to correlate log entries from different devices.
IP address
There may be times when you want to verify the IP addresses assigned to the FortiGate unit
interfaces are what you expect them to be. This is easily accomplished from the CLI using the
following command.
diag ip address list
The output from this command lists the IP address and mask if available, the index of the
interface (a sort of ID number) and the devname is the name of the interface. While physical
interface names are set, virtual interface names can vary. Listing all the virtual interface names is
a good use of this command. For vsys_ha and vsys_fgfm, the IP addresses are the local host
these are internally used virtual interfaces.
# diag ip address list
IP=10.31.101.100->10.31.101.100/255.255.255.0 index=3 devname=internal
IP=172.20.120.122->172.20.120.122/255.255.255.0 index=5 devname=wan1
IP=127.0.0.1->127.0.0.1/255.0.0.0 index=8 devname=root
IP=127.0.0.1->127.0.0.1/255.0.0.0 index=11 devname=vsys_ha
IP=127.0.0.1->127.0.0.1/255.0.0.0 index=13 devname=vsys_fgfm
Other related commands include flushing the IP addresses (diag ip address flush), which
will force a reload of the IP addresses. This can be useful if you think an IP address is wrong and
dont want to reboot the unit. You can add or delete a single IP address (diag ip address
add <ipv4_addr> or diag ip address delete <ipv4_addr>).
FortiOS ports
In the TCP and UDP stacks, there are 65 535 ports available for applications to use when
communicating with each other. Many of these ports are commonly known to be associated
with specific applications or protocols. These known ports can be useful when troubleshooting
your network.
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Use the following ports while troubleshooting the FortiGate device:

Table 5:
Port(s)
Functionality
UDP 53
DNS lookup, RBL lookup
UDP 53 or
UDP 8888
FortiGuard Antispam or Web Filtering rating lookup
UDP 53
(default) or
UDP 8888 and
UDP 1027 or
UDP 1031
FDN Server List - source and destination port numbers vary by

originating or reply traffic. See the article How do I
troubleshoot performance issues when FortiGuard Web
Filtering is enabled? in the Knowledge Base.
UDP 123
NTP Synchronization
UDP 162
SNMP Traps
UDP 514
SYSLOG - All FortiOS versions can use syslog to send log

messages to remote syslog servers. FortiOS v2.80 and v3.0 can
also view logs stored remotely on a FortiAnalyzer unit.
TCP 22
Configuration backup to FortiManager unit or FortiGuard

Analysis and Management Service.
TCP 25
SMTP alert email, encrypted virus sample auto-submit
TCP 389 or
TCP 636
LDAP or PKI authentication
TCP 443
FortiGuard Antivirus or IPS update - When requesting updates

from a FortiManager unit instead of directly from the FDN, this
port must be reconfigured as TCP 8890.
TCP 443
FortiGuard Analysis and Management Service
TCP 514
FortiGuard Analysis and Management Service log transmission

(OFTP)
TCP 541
SSL Management Tunnel to FortiGuard Analysis and

Management Service (FortiOS v3.0 MR6 or later)
TCP 514
Quarantine, remote access to logs and reports on a

FortiAnalyzer unit, device registration with FortiAnalyzer units
(OFTP)
TCP 1812
RADIUS authentication
TCP 8000 and FSSO

TCP 8002
TCP 10151
FortiGuard Analysis and Management Service contract

validation
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FortiAnalyzer/FortiManager ports
If you have a FortiAnalyzer unit or FortiManager unit on your network you may need to use the
following ports for troubleshooting network traffic.
Table 6:
Functionality
Port(s)
DNS lookup
UDP 53
NTP synchronization
UDP 123
Windows share
UDP 137-138
SNMP traps
UDP 162
Syslog, log forwarding
UDP 514
Log and report upload
TCP 21 or TCP 22
SMTP alert email
TCP 25
User name LDAP queries for reports
TCP 389 or TCP 636
RVS update
TCP 443
RADIUS authentication
TCP 1812
Log aggregation client
TCP 3000
FortiGuard troubleshooting
The FortiGuard service provides updates to Antivirus, IPsec, Webfiltering, and more. The
FortiGuard Distribution System (FDS) involves a number of servers across the world that
provide updates to your FortiGate unit. Problems can occur both with connection to FDS, and
its configuration on your local FortiGate unit. Some of the more common troubleshooting
methods are listed here including
Troubleshooting process for FortiGuard updates
FortiGuard server settings
FortiGuard URL rating
Troubleshooting process for FortiGuard updates

The following process are the logical steps to take when troubleshooting FortiGuard update
problems. This includes antivirus (AV), intrusion protection services (IPS), antispam (AS), and
web filtering (WB).
1. Does the device have a valid licence that includes these services?
Each device requires a valid FortiGuard license to access updates for some or all of these
services. You can verify the support contract status for your devices at the Fortinet Support
website https://support.fortinet.com/.
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2. If the device is part of an HA cluster, do all members of the cluster have the same level of
support?
As with the previous step, you can verify the support contract status for all the devices in
your HA cluster at the Fortinet Support website.
3. Have services been enabled on the device?
To see the FortiGuard information and status for a device, in the web-based manager go to
System > Config > FortiGuard. On that page you can verify the status of each component,
and if required enable each service. If there are problems, see the FortiGuard section of the
FortiOS Handbook.
4. Is the device able to communicate with FortiGuard servers?
At System > Config > FortiGuard you can also attempt to update AV and IPS, or test the
availability of WF and AS default and alternate ports. If there are problems, see the
FortiGuard section of the FortiOS Handbook.
5. Is there proper routing to reach the FortiGuard servers?
Ensure there is a static or dynamic route that enables your ForitGate unit to reach the
FortiGuard servers. Usually a generic default route to the internet is enough, but you may
need to verify this if your network is complex.
6. Are there issues with DNS?
An easy way to test this is to attempt a traceroute from behind the FortiGate unit to an
external network using the FQDN for a location. If the traceroute FQDN name does not
resolve, you have general DNS problems.
7. Is there anything upstream that might be blocking FortiGuard traffic, either on the network or
ISP side?
Many firewalls block all ports by default, and often ISPs block ports that are low. There may
be a firewall between the FortiGate unit and the FortiGuard servers that is blocking the
traffic. FortiGuard uses port 53 by default, so if it is being blocked you need to either open a
hole for it, or change the port it is using.
8. Is there an issue with source ports?
It is possible that ports used to contact FortiGuard are being changed before reaching
FortiGuard or on the return trip before reaching your FortiGate unit. A possible solution for
this is to use a fixed-port at NATd firewalls to ensure the port remains the same. Packet
sniffing can be used to find more information on what is happening with ports.
9. Are there security policies that include antivirus?
If no security policies include antivirus, the antivirus databse will not be updated. If antivirus
is included, only the database type used will be updated.
FortiGuard server settings

Your local FortiGate unit connects to remote FortiGuard servers get updates to FortiGuard
information such as new viruses that may have been found or other new threats. This section
demonstrates ways to display information about FortiGuard server information on your
FortiGate unit, and how to use that information and update it to fix potential problems. This
includes
Displaying the server list
Sorting the server list
Calculating weight
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Displaying the server list

The get webfilter status command shows the list of FDS servers the FortiGate unit is
using to send web filtering requests. Rating requests are only sent to the server on the top of
the list in normal operation. Each server is probed for Round Trip Time (RTT) every two minutes.
You can optionally add a refresh rate to the end of this command and that will determine how
often the server list will be refreshed.
Rating may not be enabled on your FortiGate unit.
get webfilter status
Sample Output:
Locale
: english
License
: Contract
Expiration
: Thu Oct 9 02:00:00 2011
Hostname
: fortiguard.example.com
-=- Server List (Mon Feb 18 12:55:48 2008) -=IP
a.b.c.d
10.1.101.1
10.2.102.2
10.3.103.3
10.4.104.4
10.5.105.5
Weight
0
10
20
20
20
25
RTT
1
329
169
182
184
181
Flags
DI
TZ
2
1
0
0
0
0
Packets
1926879
10263
16105
6741
5249
12072
CurrLost
0
0
0
0
0
0
TotalLost
11176
633
80
776
987
178
Output Details
Hostname is the name of the FortiGuard server the FortiGate unit will attempt to contact. The
Server List includes the IP addresses of alternate servers if the first entry cannot be reached. In
this example the IP addresses are not public addresses
The following flags in get webfilter status indicate the server status:
D - the server was found through the DNS lookup of the hostname. If the hostname returns
more than one IP address, all of them will be flagged with D and will be used first for INIT
requests before falling back to the other servers.
I - the server to which the last INIT request was sent.
F - the server has not responded to requests and is considered to have failed.
T - the server is currently being timed.
Sorting the server list

The server list is sorted first by weight. The server with the smallest RTT is put at the top of the
list, regardless of weight. When a packet is lost (there has been no response in 2 seconds), it will
be resent to the next server in the list. Therefore, the top position in the list is selected based on
RTT while the other list positions are based on weight.
Calculating weight
The weight for each server increases with failed packets and decreases with successful
packets. To lower the possibility of using a remote server, the weight is not allowed to dip below
a base weight, calculated as the difference in hours between the FortiGate unit and the server
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times 10. The further away the server is, the higher its base weight and the lower in the list it will
appear.
The output for the diag debug rating command will vary based on the state of the
FortiGate device.
The following output is from a FortiGate device that has no DNS resolution for
service.fortiguard.net.
If only three IP addresses appear with the D flag, it means that DNS is good but probably the
FortiGuard ports 53 and 8888 are blocked.
When the license is expired, an INIT request will be sent every 10 minutes for up to six attempts.
If a license is not found after this limit is reached, the INIT requests will be sent every day.
A low source port number may appear which means that ports 1024 and 1025 could be blocked
on the path to the FDS. Increase the source port on the FortiGate device with the following
commands:
config sys global
set ip-src-port-range
<start-end> (Default 1024-25000)
Be careful moving ports like this as it may cause some services to stop working if they cant
access their original ports. If you make this change, ensure all services that use ports are
checked and updated to new port numbers if needed.
FortiGuard URL rating

The following commands can be used to troubleshoot issues with FortiGuard URL ratings:
diag debug enable
diag debug application urlfilter -1
Sample output:
id=93000 msg="pid=57 urlfilter_main-723 in main.c received
pkt:count=91, a=/tmp/.thttp.socket/21" id=22009 msg="received a
request /tmp/.thttp.socket, addr_len=21: d=
="www.goodorg.org:80, id=12853, vfid=0, type=0,
client=192.168.3.90, url=/" id=99501 user="N/A" src=192.168.3.90
sport=1321 dst=<dest_ip> dport=80 service="http" cat=43
cat_desc=Organisation" hostname="www.goodorg.org" url="/"
status=blocked msg="URL belongs to a denied category in policy"
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Sample output:
id=22009 msg="received a request /tmp/.thttp.socket, addr_len=21:
d=pt.dnstest.google.com:80, id=300, vfid=0, type=0,
client=192.168.3.12, url=/gen_204"
id=93003 user="N/A" src=192.168.3.12 sport=21715 dst=<dest_ip>
dport=80 service="http" cat=41 cat_desc="Search Engines"
hostname="pt.dnstest.google.com" url="/gen_204"
status=passthrough msg="URL belongs to an allowed category in
the policy"
Table 7: Breakdown of sample output parts from URL rating command
id=93000
msg="pid=57
urlfilter_main-723 in
main.c received
pkt:count=91,
a=/tmp/.thttp.socket/2
1"
id=22009
msg="received a request
/tmp/.thttp.socket,
addr_len=21: d=
="www.goodorg.org:80,
id=12853, vfid=0,
type=0,
client=192.168.3.90,
url=/"
id=99501
user="N/A"
src=192.168.3.90
sport=1321
dst=<dest_ip> dport=80
service="http" cat=43
cat_desc=Organisation
"
hostname="www.goodorg.
org" url="/"
status=blocked
msg="URL belongs to a
denied category in
policy"
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The process ID (PID) is listed along with the

function in the file running (main.c). Then it
lists the number of packets received and the
associated socket where the packets came
from.
Received a request on a particular socket

(/tmp/.thttp.socket). The website to be rated
is www.goodorg.org:80 and the client
browser that wants the verification is
192.169.3.90.
No user associated with this source address

(192.168.3.90) and port (1321). The
destination IP is unknown and the port is the
standard HTTP port 80, which is confirmed
by service=http.
The cat keyword gives the category of the
URL being checked, which turns out to be an
organization. This is confirmed by the
hostname of goodorg.org.
The status is stated as blocked with the
reason stated as URL belongs to a denied
category in policy.
Troubleshooting methodologies
Before you begin troubleshooting anything but the most minor issues, you need to prepare.
Doing so will shorten the time to solve your issue. This section helps to explain how you prepare
before troubleshooting, as well as creating a troubleshooting plan and contacting support.
Establish a baseline
Define the problem
Gathering Facts
Create a troubleshooting plan
Obtain any required additional equipment
Ensure you have administrator level access to required equipment
Contact Fortinet customer support for assistance
Establish a baseline
FortiGate units operate at all layers of the OSI model. For this reason troubleshooting problems
can become complex. If you establish a normal operation parameters, or baseline, for your
system before the problem occurs it will help reduce the complexity when you are
troubleshooting.
Many of the guiding questions in the following sections are some form of comparing the current
problem situation to normal operation on your FortiGate unit. For this reason it is a best practice
that you know what your normal operating status is, and have a record of it you can refer to.
This can easily be accomplished by monitoring the system performance with logs, SNMP tools,
or regularly running information gathering commands and saving the output. This regular
operation data will show trends, and enable you to see when changes happen and there may be
a problem.
Back up your FortiOS configuration on a regular basis. This is a good practice for
everyday as well as when troubleshooting. You can restore the backed up configuration
when needed and save the time and effort of re-creating it from the factory default
settings.
Some fundamental CLI commands you can use to obtain normal operating data for your
system:
get system status
Displays versions of firmware and FortiGuard

engines, and other system information.
get system performance status
Displays CPU and memory states, average

network usage, average sessions and session
setup rate, virus caught, IPS attacks blocked, and
uptime.
get hardware memory
Displays informations about memory
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get system session status
Displays total number of sessions
get router info routing-table

all
Displays all the routes in the routing table including

their type, source, and other useful data.
get ips session
Displays memory used and max available to IPS

as well and counts.
get webfilter ftgd-statistics
Displays list of FortiGuard related counts of status,

errors, and other data.
diagnose firewall statistic

show
Displays the amount of network traffic broken down

into categories such as email, VoIP, TCP, UDP, IM,
Gaming, P2P, and Streaming.
diag system session list
Displays current detailed sessions list
show system dns
Displays configured DNS servers
diag sys ntp status
Displays informations about ntp servers
These commands are just a sample. Feel free to include any extra information gathering
commands that apply to your system. For example if you have active VPN connections, record
information about them using the get vpn * series of commands.
For an extensive snapshot of your system, run the CLI command used by TAC to gather
extensive information about a system exec tac report. It runs many diagnostic
commands that are for specific configurations. This means no matter what features you are
using, this command will record their current state. Then if you need to perform troubleshooting
at a later date, you can run the same command again and compare the differences to quickly
locate suspicious output you can investigate.
Define the problem

The following questions can help determine the scope of the problem and isolate it:
What is the problem?
Do not assume that the problem is being experienced is the actual problem. First determine
that the problem does not lie elsewhere before starting to troubleshoot the FortiGate device.
Has it ever worked before?
If the device never worked from the first day, you may not want to spend time
troubleshooting something that could well be defective. See Troubleshooting bootup
Can the problem be reproduced at will or is it intermittent?
If the problem is intermittent, it may be dependent on system load. Also an intermittent
problem can be very difficult to troubleshoot due to the difficulty reproducing the issue.
What has changed?
Do not assume that nothing has changed in the network. Use the FortiGate event log to see
if any configuration changes were made. The change could be in the operating environment,
for example, a gradual increase in load as more sites are forwarded through the firewall.
If something has changed, see what the affect is if the change is rolled back.
Determine the scope of the problem - after you have isolated the problem what applications,
users, devices, and operating systems does it effect?
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Before you can solve a problem, you need to understand it. Often this step can be the longest in
this process.
Ask questions such as:
What is not working? Be specific.
Is there more than one thing not working?
Is it partly working? If so, what parts are working?
Is it a connectivity issue for the whole device, or is there an application that isnt reaching the
Internet?
Be as specific as possible with your answers, even if it takes awhile to find the answers.
These questions will help you define the problem. Once the problem is defined, you can search
for a solution and then create a plan on how to solve it.
Gathering Facts
Fact gathering is an important part of defining the problem. Record the following information as
it applies to the problem:
Where did the problem occur?
When did the problem occur and to whom?
What components are involved?
What is the affected application?
Can the problem be traced using a packet sniffer?
Can the problem be traced in the session table or using system debugging?
Can log files be obtained that indicate a failure has occurred?
Answers to these questions will help you narrow down the problem, and what you have to
check during your troubleshooting. The more things you can eliminate, the fewer things you
need to check during troubleshooting. For this reason, be as specific and accurate as you can
while gathering facts.
Create a troubleshooting plan

Once you have defined the problem, and searched for a solution you can create a plan to solve
that problem. Even if your search didnt find a solution to your problem you may have found
some additional things to check to further define your problem.
The plan should list all the possible causes of the problem that you can think of, and how to test
for each possible cause.
Your troubleshooting plan will act as a checklist so that you know what you have tried and what
is left to check. This is important to have if more than one person will be doing the
troubleshooting. Without a written plan, people will become easily confused and steps will be
skipped. Also if you have to hand over the problem to someone else, providing them with a
detailed list of what data has been gathered and what solutions have been already tried
demonstrates a good level of professionalism.
Be ready to add to your plan as needed. After you are part way through, you may discover that
you forgot some tests or a test you performed discovered new information. This is normal.
Also if you contact support, they will require information about your problem as well as what you
have already tried to fix the problem. This should all be part of your plan.
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Providing Supporting Elements

If the Fortinet Technology Assistance Center (TAC) needs to be contacted to help you with your
issue, be prepared to provide the following information:
The firmware build version (use the get system status command)
A network topology diagram
A recent configuration file
Optionally, a recent debug log
Tell the support team what troubleshooting steps have already been performed and the
results.
Do not provide the output from exec tac report unless Support requests it. The output
from that command is very large and is not required in many cases.
For additional information about contacting Fortinet Customer Support, see Technical Support
Organization Overview on page 63.
All of this is your troubleshooting plan.
Obtain any required additional equipment

You may require additional networking equipment, computers, or other equipment to test your
solution.
Normally network administrators have additional networking equipment available either to loan
you, or a lab where you can bring the FortiGate unit to test.
If you do not have access to equipment, check for shareware applications that can perform the
same task. Often there are software solutions when hardware is too expensive.
Ensure you have administrator level access to required equipment

Before troubleshooting your FortiGate unit, you will need administrator access to the
equipment. If you are a client on a FortiGate unit with virtual domains enabled, often you can
troubleshoot within your own VDOM. However, you should inform your FortiGate units super
admin that you will be doing troubleshooting.
Also, you may need access to other networking equipment such as switches, routers, and
servers to help you test. If you do not normally have access to this equipment, contact your
network administrator for assistance.
Contact Fortinet customer support for assistance

You have defined your problem, researched a solution, put together a plan to find the solution,
and executed that plan. At this point if the problem has not been solved, its time to contact
Fortinet Customer Support for assistance.
For more information, see Technical Support Organization Overview on page 63.
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Technical Support Organization Overview

This section explains how Fortinets technical support works, as well as how you can easily
create an account to get technical support for when issues arise that you cannot solve yourself.
Fortinet Global Customer Services Organization
Creating an account
Registering a device
Reporting problems
Assisting technical support
Support priority levels
Return material authorization process
Fortinet Global Customer Services Organization

The Fortinet Global Customer Services Organization is composed of three regional Technical
Assistance Centers (TAC):
The Americas (AMER)
Europe, Middle East, and Africa (EMEA)
Asia Pacific (APAC)
The regional TACs are contacted through a global call center. Incoming service requests are
then routed to the appropriate TAC.
Each regional TAC delivers technical support to the customers in its regions during its hours of
operation. These TACs also combine to provide seamless, around-the-clock support for all
customers.
Page 63
Figure 8: Fortinet regions and TAC.
APAC
AMER
Corporate
CSS
Regional TAC
Focused Teams
Technical Support
RMA
Customer Services
Remote Access Labs
AMEA
24x7
Regional TAC
Global Call
Handling Layer
Creating an account
To receive technical support and service updates, Fortinet products in the organization must be
registered. The Product Registration Form on the support website will allow the registration to
be completed online.
Creating an account on the support website is the first step in registering products
Page 64
Figure 9: Support account product registration form
Once the account has been created, the Product Registration Form will be displayed and the
product details can be provided. Alternately, the product registration can be completed at a
later time.
Registering a device
Complete the following steps when registering a device for support purposes:
1. Log in using the Username and Password defined when the account was created
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Figure 10:Support account login screen.
2. Select Add Registration on the left-hand side.

3. Select New Fortinet Product/License Registration.
Figure 11:Adding a product to a support account
4. Select the appropriate Product Model.

5. Enter the Serial Number.
6. Enter the Support Contract No. provided by Fortinet when the support contract was
purchased.
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7. In the Product Description field, explain where this unit is physically located.
8. Click Next and accept the End User License Agreement (EULA) to complete the registration.
Reporting problems
Problems can be reported to a Fortinet Technical Assistance Center in the following ways:
By logging an online ticket
By phoning a technical support center
Logging online tickets

Problem reporting methods differ depending on the type of customer.
Fortinet partners
Fortinet Partners are entitled to priority web-based technical support. This service is designed
for partners who provide initial support to their customers and who need to open a support
ticket with Fortinet on their behalf. We strongly encourage submission and follow up of support
tickets using this service.
The support ticket can be submitted after logging into the partner website using one of the
following links using FortiPartner account details:
http://partners.fortinet.com
This link will redirect to the general Partner Extranet website. Click Support > Online Support
Ticket.
https://forticare.fortinet.com/customersupport/Login/CommonLogin.aspx
Fortinet customers
Fortinet customers should complete the following steps to report a technical problem online:
1. Log in to the support web site at the following address with the account credentials used
when the account was created:
https://support.fortinet.com
2. Click View Products.
3. In the Products List, select the product that is causing the problem.
4. Complete the Create Support Ticket fields.
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Figure 12:Account products support details
Following up on online tickets

Page 68
Perform the following steps to follow up on an existing issue.

Partners should log into the following web site:
http://partners.fortinet.com
Customers should log into the following site:
http://support.fortinet.com.
1. Log in with the account credentials used when the account was created.
2. Click View Support Tickets on the left-hand side. Use the Search fields on the View Tickets
form to locate the tickets assigned to the account.
Figure 13:View support tickets for this account
3. Select the appropriate ticket number. Closed tickets cannot be updated. A new ticket must
be submitted if it concerns the same problem.
4. Add a New Comment or Attachment.
5. Click Submit when complete.
Every web ticket update triggers a notification to the ticket owner, or ticket queue
supervisor.
Telephoning a technical support center

The Fortinet Technical Assistance Centers can also be contacted by phone.
Call Fortinet Support Center at 1-408-486-7899 (international) or go to
http://www.fortinet.com/support/contact_support.html and select your country from the
drop-down list for local contact number.
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Assisting technical support

The more information that can be provided to Fortinet technical support, the better they can
assist in resolving the issue. Every new support request should contain the following
information:
A valid contact name, phone number, and email address.
A clear and accurate problem description.
A detailed network diagram with complete IP address schema.
The configuration file, software version, and build number of the Fortinet device.
Additional log files such as Antivirus log, Attack log, Event log, Debug log or similar
information to include in the ticket as an attachment. If a third-party product is involved, for
example, email server, FTP server, router, or switch, please provide the information on its
software revision version, configuration, and brand name.
Support priority levels

Fortinet technical support assigns the following priority levels to support cases:
Priority 1
This Critical priority is assigned to support cases in which:
The network or system is down causing customers to experience a total loss of service.
There are continuous or frequent instabilities affecting traffic-handling capability on a
significant portion of the network.
There is a loss of connectivity or isolation to a significant portion of the network.
This issue has created a hazard or an emergency.
Priority 2
This Major priority is assigned to support cases in which:
The network or system event is causing intermittent impact to end customers.
There is a loss of redundancy.
There is a loss of routine administrative or diagnostic capability.
There is an inability to deploy a key feature or function.
There is a partial loss of service due to a failed hardware component.
Priority 3
This Medium priority is assigned to support cases in which:
The network event is causing only limited impact to end customers.
Issues seen in a test or pre-production environment exist that would normally cause adverse
impact to a production network.
The customer is making time sensitive information requests.
There is a successful workaround in place for a higher priority issue.
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Priority 4
This Minor priority is assigned to support cases in which:
The customer is making information requests and asking standard questions about the
configuration or functionality of equipment.
Customers must report Priority 1 and 2 issues by phone directly to the Fortinet EMEA Support
Center.
For lower priority issues, you may submit an assistance request (ticket) via the web system.
The web ticket system also provides a global overview of all ongoing support requests.
Return material authorization process

In some cases hardware issues are experienced and a replacement unit must be sent. This is
referred to as a Return Material Authorization (RMA). In these cases or RMAs, the support
contract must be moved to the new device. Customers can move the support contract from the
failing production unit to the new device through the support web site.
To move the support contract to a new device
1. Log in to the support web site with the credentials indicated when the account was created.
2. From View Products, locate the serial number of the defective unit from the list of devices
displayed for the account
Figure 14:From Moving the support to a new unit.
The Product Support Details for the selected device will be displayed.
Page 71
Figure 15:Support details for a registered product
3. In the RMA Replacement section of the Product Support Details page, enter the serial
number of the replacement device and click RMA Replace.
Page 72
Figure 16:RMA Replacement section of Product Support Details
This will transfer the support contract from the defective unit to the new unit with the serial
number provided.
Page 73
Index
A
ARP
cache 51
middle-man 14
Network Time Protocol (NTP) 28, 53
Berkeley Packet Filtering (BPF) 46
C
connectionless 8
D
date 27, 52
default
password 6
Define the problem 59
Denial of Service (DoS) 12
E
Establish a baseline 59
F
firewall session setup rate 39
flow inspection 9
flow-based
inspection 9
FortiGuard Distribution System (FDS) 54
Antispam 6
Antivirus 6
servers 56
G
global 40
I
ICAP 14
identify-based policies 14
inspection
flow 9
flow-based 9
proxy 10
security layers 11
stateful 7
IP stack validation 12
L
layer 4 12
LDAP 53
life of a packet 7
UDP 7
N
P
packet
flow 11
life of 7
Packet verification 12
password
administrator 6
ports
port 1024 57
port 1025 57
port 53 57
port 8888 57
problem scope 60
proxy inspection 10
R
RADIUS 53
Return Material Authorization (RMA) 71
Round Trip Time (RTT) 56
routing table 13
S
security layers 11
Session creation 12
session helper 14
session tables 14
signature-based IPS 13
ssl.root 14
stateful inspection 7
stateless 7
SYSLOG 53
T
TCP header flags 7
TCP SYN packets 13
TCP/IP stack 14
Technology Assistance Center (TAC) 62
time 27, 52
U
UDP 7
V
VDOM 39, 40, 62
Verifications of IP options 12
Page 74

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FortiOS Handbook

Troubleshooting for FortiOS 5.0

FortiOS Handbook - Troubleshooting for FortiOS 5.0

Customer Service & Support

Life of a Packet ..................................................................................................7

Verifying FortiGate admin access security ...................................................20

Add new administrator accounts............................................................................ 20

Troubleshooting resources ............................................................................25

Troubleshooting tools .....................................................................................27

Fortinet Technologies Inc.

FortiOS Handbook - Troubleshooting for FortiOS 5.0

Troubleshooting methodologies ....................................................................59

Technical Support Organization Overview ...................................................63

Fortinet Technologies Inc.

FortiOS Handbook - Troubleshooting for FortiOS 5.0

Before you begin

How this guide is organized

Connections over connectionless

Differences between connections and sessions

Fortinet Technologies Inc.

FortiOS Handbook - Troubleshooting for FortiOS 5.0

Figure 1: Stateful inspection of packets through the FortiGate unit

Fortinet Technologies Inc.

FortiOS Handbook - Troubleshooting for FortiOS 5.0

Comparison of inspection layers

Inspection unit per session

selected packets complete content

Memory, CPU required

Level of threat protection

IPsec and SSL VPN

Data Leak Protection (DLP)

Fortinet Technologies Inc.

FortiOS Handbook - Troubleshooting for FortiOS 5.0

Table 1: Inspection methods comparison

Reconstruct entire content

FortiOS functions and security layers

Fortinet Technologies Inc.

FortiOS Handbook - Troubleshooting for FortiOS 5.0

Packet inspection (Ingress)

Packet flow: Ingress

Packet flow: Egress

Fortinet Technologies Inc.

FortiOS Handbook - Troubleshooting for FortiOS 5.0

IP integrity header checking

Destination NAT (DNAT)

Fortinet Technologies Inc.

FortiOS Handbook - Troubleshooting for FortiOS 5.0

SSL VPN traffic

Fortinet Technologies Inc.

FortiOS Handbook - Troubleshooting for FortiOS 5.0

Flow-based inspection engine

Flow-based antivirus scanning is only available on some FortiGate models.

Proxy-based inspection engine

Source NAT (SNAT)

Example 1: client/server connection

Fortinet Technologies Inc.

FortiOS Handbook - Troubleshooting for FortiOS 5.0

2. Packet intercepted by FortiGate unit interface.