Troubleshooting methodologies

The sections in this topic provide an overview of how to prepare to troubleshoot problems in FortiGate. They include verifiying your user permissions, establishing a baseline, defining the problem, and creating a plan.

Verify user permissions

Before you begin troubleshooting, verify the following:

  • You have administrator privileges for the FortiGate.
  • The FortiGate is integrated into your network.
  • The operation mode is configured.
  • The system time, DNS settings, administrator password, and network interfaces are configured.
  • Firmware, FortiGuard AntiVirus, FortiGuard Application Control, and FortiGuard IPS are up to date.

If you are using a FortiGate that has virtual domains (VDOMs) enabled, you can often troubleshoot within your own VDOM. However, you should inform the super_admin for the FortiGate that you will be performing troubleshooting tasks.

You may also need access to other networking equipment, such as switches, routers, and servers to carry out tests. If you do not have access to this equipment, contact your network administrator for assistance.

Establish a baseline

FortiGate operates at all layers of the OSI model. For this reason, troubleshooting can be complex. Establishing baseline parameters for your system before a problem occurs helps to reduce the complexity when you need to troubleshoot.

A best practice is to establish and record the normal operating status. Regular operation data shows trends, and allows you to see where changes occur when problems arise. You can gather this data by using logs and SNMP tools to monitor the system performance or by regularly running information gathering commands and saving the output.

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