Troubleshooting detection issues

Trace a file

Trace a file to follow the file's route. This is useful when you want to confirm that files are using the route you expect them to take on your network.

To trace a file, you need to know either its checksum or file name.

To trace a file with the checksum:

In the Log & Report > Events > All Events page, put the file’s checksum or name in the Message filter.

To trace a file with a file within a time-range:

1. In the Scan Job > File Job Search page.
2. In the Detection filter, set the time-range and then enter the file’s checksum.
3. Click Show Detail to show the job’s detailed information.

Known malware not detected

If a known malware is not detected, check the following:

Issue	Recommendation	Description
Scan profile	Go to Scan Policy and Object > Scan Profile.	Verify the filter settings have not changed. Check the logs to see if the Scan Profile was changed or a new signature was installed.
Signature or rating engine	Go to System > FortiGuard.	Check to see if a new AntiVirus Signature, Rating Engine, or Tracer Engine was installed.
VM settings	Go to Scan Policy and Object > VM Settings.	The malware might not be able to run in certain VMs.
Network	Go to Log & Report > Network Alerts	View the logs to see if a network condition was changed.
Port3 connection	Go to System > Settings > VM External Network Access.	Check to see if the Port3 connection to the Internet was modified.
Firmware	Go to Dashboard > Status > System Information widget.	Checkt to see if new firmware was installed.
Execution condition	Go to Scan Policy and Object > Global Network.	If Global Network is enabled, check to see if the malware execution condition was changed, such as down C&C, time bomb, etc.
Verdicts	Go to: Scan Policy and Object > Allowlist/Blocklist Scan Policy and Object > Yara Rules Scan Job > Overridden Verdicts Log & Report > Network Alerts	Check the logs for any manual overridden verdicts, white/black list, or YARA rule modifications. The Detailed Report in Network Alerts shows how the file was rated. You can also compare the report with a previous version to troubleshoot further.
Interface	Go to System > Interfaces.	Verify the path for the port3 next hop gateway for the policy is clean.
Other	Try an On-Demand scan of the malware and use the VM Interaction and Scan video features. Contact Fortinet Support for possible rating/tracer engine bugs. Report to fsa_submit@fortinet.com for further investigation.