Contact Fortinet customer support for assistance
After you define your problem, researched a solution, created a plan, and executed that plan, and if you have not solved the problem, it is time to contact Fortinet customer support for assistance.
To receive technical support and service updates, your Fortinet product must be registered. Registration, support programs, assistance, and regional phone contacts are available at the following URL:
When you are registered and ready to contact support:
1. Prepare the following information first:
• your contact information
• the firmware version
• the configuration file
• access to recent log files
• a network topology diagram and IP addresses
• a list of troubleshooting steps performed so far and the results
For bootup problems:
• provide all console messages and output
• if you suspect a hard disk issue, provide your evidence
2. Document the problem and the steps you took to define the problem.
3. Open a support ticket.
For details on using the Fortinet support portal and providing the best information, see the Knowledge Base article, "Fortinet Support Portal for Product Registration, Contract Registration, Ticket Management, and Account Management" at: