Troubleshooting

• My FortiSIEM Cloud instance is not receiving events via deployed collectors. How do I resolve this?

• I'm unable to login into my newly provisioned instance. What do I do?

• I forgot my password for my FortiSIEM Cloud Instance. How do I recover it?

My FortiSIEM Cloud instance is not receiving events via deployed collectors. How do I resolve this?

First, ensure that the network CIDR blocks are your expected values. FortiSIEM Cloud inbound network is locked down by specific CIDR blocks that you decide.

To obtain the current list of CIDR blocks associated with your FortiSIEM Cloud instance, select the instance on the Instances view, click Manage, and then check the following headings: ALLOWED IPV4 CIDR and ALLOWED IPV6 CIDR.

To update the CIDR blocks, from the Manage page, follow the instructions in Updating Network CIDR. The platform will take a few minutes to update your network settings. If correct, the collector will automatically start to send in any cached data.

I'm unable to login into my newly provisioned instance. What do I do?

If the error you are seeing is network related, i.e., you cannot access the FortiSIEM Cloud GUI, then you should follow the steps above to ensure that the CIDR blocks contain the expected routes that you would be accessing the FortiSIEM Cloud instance from.

If you have forgotten the provisioned password, then you should follow the steps in I forgot my password for my FortiSIEM Cloud instance.

Failing these, you can raise a support ticket for the FortiSIEM Cloud support team to investigate any issues that you are having. Simply click on the Support menu in the FortiSIEM Cloud portal, click Create a Ticket, and follow the Fortinet support portal guide to complete your support ticket.

I forgot my password for my FortiSIEM Cloud Instance. How do I recover it?

If you have forgotten the password that you provisioned with your FortiSIEM Cloud instance, you must raise a support ticket. To do this on the FortiSIEM Cloud portal, select the Support menu, and then click Create a Ticket. A new tab will open for the Fortinet Customer Care portal, and you can then raise a Customer Service Ticket. To ensure quick resolution, include the serial number associated with your entitlement.