Troubleshoot bootup issues

This section addresses problems you may experience in rare cases when powering on your FortiMail unit. If you continue to have problems, please contact customer support for assistance.

It is rare that units experience any of the symptoms listed here. Fortinet hardware is reliable with a long expected operation life.

When you cannot connect to the FortiMail unit through the network using CLI or the GUI, connect a PC directly to the FortiMail unit's management console using a serial connection (the cable varies with the FortiMail model. See the model's quickstart guide for details).

Open a terminal emulation interface, such as HyperTerminal, to act as the console. The issues covered in this section all refer to various potential bootup issues.

Once you have a direct console connection to the FortiMail unit, work through the following steps and keep a copy of the console's output messages. If you have multiple problems, go the problem closest to the top of the list first, and work your way down.

1. Do you see the boot options menu
2. Do you have problems with the console text
3. Do you have visible power problems
4. You have a suspected defective FortiMail unit

Do you see the boot options menu

1. Do you see the boot options menu?

• If no, ensure your serial communication parameters are set to no flow control, check that the correct baud rate is correctly set (usually 9600, data bits 8, parity none, stop bits 1), and reboot the FortiMail unit by powering off and on.
  • If that fixes your problem, you are done.
  • If it does not fix your problem, go to Do you have visible power problems.

Do you have problems with the console text

1. Do you see any console messages?

• If no, go to Do you have visible power problems.
• If yes, continue.

Are there console messages but text is garbled on the screen?

• If yes, ensure your console communication settings are correct for your unit (such as, baud rate 9600, data bits 8, parity none, stop bits 1). Check the FortiMail QuickStart Guide for settings specific to your model.
  • If that fixes the problem, you are done.

Do the console messages stop before the prompt: Press Any Key to Download Boot Image?

• If yes, go to You have a suspected defective FortiMail unit.
• If no, follow the console instruction Press any key to Download Boot Image and go to the next step.

When pressing a key, do you see one of the following messages?

[G] Get Firmware image from TFTP server

[F] Format boot device

[B] Boot with backup firmware and act as default

[Q] Quit menu and continue to boot with default firmware

[H] Display this list of options

• If yes, go to You have a suspected defective FortiMail unit.
• If no, ensure you serial communication parameters are set to no flow control, check that the correct baud rate is set.

To find the unit's current baud rate using CLI, enter these commands:

config system console

get

Change settings if needed and reboot the FortiMail unit by powering off and on.

Did the reboot fix the problem?

• If that fixes your problem, you are done.
• If that does not fix your problem, go to You have a suspected defective FortiMail unit.

Do you have visible power problems

1. Is there any LED on the FortiMail unit?

• If no, ensure power is on. If that fixes the problem you are done. If not, continue.
• If yes, continue.

Do you have an external power adapter?

• If no, go to You have a suspected defective FortiMail unit.
• If yes, try replacing the power adapter.

Is the power supply defective?

• If no, go to You have a suspected defective FortiMail unit.
• If yes, replace the power supply and begin the tests again at Do you see the boot options menu.

You have a suspected defective FortiMail unit

If you followed the previous steps and determined there is a good chance your unit is defective, contact Fortinet customer support.