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Table of Contents

Administration Guide

Power supply failure

If you have supplied power, but the power indicator LEDs are not lit and the hardware has not started, the power supply may have failed. Contact Fortinet Customer Service & Support:

https://support.fortinet.com

After powering on, if the power indicator LEDs are lit but a few minutes have passed and you still cannot connect to the FortiWeb appliance through the network using CLI or the web UI, you can either:

  • Verify that FortiWeb can successfully complete bootup.
Always halt the FortiWeb OS before disconnecting the power. Power disruption while the OS is running can cause damage to the disks and/or software.

To verify bootup, connect your computer directly to FortiWeb’s local console port, then on your computer, open a terminal emulator such as PuTTY (http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html). Configure it to log all printable console output to a file so that you have a copy of the console's output messages in case you need to send it to Fortinet Customer Service & Support:

https://support.fortinet.com

Once connected, power cycle the appliance and observe the FortiWeb’s output to your terminal emulator. You will be looking for some specific diagnostic indicators.

  1. Are there console messages but text is garbled on the screen? If yes, verify your terminal emulator’s settings are correct for your hardware. Typically, however, these are baud rate 9600, data bits 8, parity none, stop bits 1.
  2. Does the hardware successfully complete the hardware power on self test (POST) and BIOS memory tests?
  3. If not, you may need to replace the hardware. For assistance, contact Fortinet Customer Service & Support:

    https://support.fortinet.com

  4. Does the boot loader start? You should see a message such as:
  5. FortiBootLoader

    FortiWeb-1000C (17:52-09.08.2011)

    Ver:00010018

    Serial number:FV-1KC3R11700094

    Total RAM: 3072MB

    Boot up, boot device capacity: 1880MB.

    Press any key to display configuration menu...

    If the boot loader does not start, you may need to restore it. For assistance, contact Fortinet Customer Service & Support:

    https://support.fortinet.com

  6. When pressing a key during the boot loader, do you see the following boot loader options?
  7. [G]: Get firmware image from TFTP server.
    [F]: Format boot device.
    [B]: Boot with backup firmware and set as default.
    [Q]: Quit menu and continue to boot with default firmware.
    [H]: Display this list of options.

    Enter G,F,B,Q,or H:

    Please connect TFTP server to Ethernet port "1".

    If the boot loader does not start, you may need to restore it. For assistance, contact Fortinet Customer Service & Support:

    https://support.fortinet.com

  8. Can the boot loader read the image of the OS software in the selected boot partition (primary or backup/secondary, depending on your selection in the boot loader)? You should see a message such as the following:
  9. Reading boot image 2479460 bytes.

    Initializing FortiWeb...?

    System is started.

    If not, the image may be corrupted. Reboot and use the boot loader to switch to the other partition, if any. For details, see Booting from the alternate partition.

    If this is not possible, you can restore the firmware. If the firmware cannot be successfully restored, format the boot partition, and try again. For details, see Restoring firmware (“clean install”).

    If you still cannot restore the firmware, there could be either a boot loader or disk issue. Contact Fortinet Customer Service & Support:

    https://support.fortinet.com

  10. Does the login prompt appear? You should see a prompt like this:
  11. FortiWeb login:

    If not, or if the login prompt is interrupted by error messages, restore the OS software. If you recently upgraded the firmware, try downgrading by restoring the previously installed, last known good, version. For details, see Restoring firmware (“clean install”).

    If restoring the firmware does not solve the problem, there could be a data or boot disk issue. Contact Fortinet Customer Service & Support:

    https://support.fortinet.com

    If you can see and use the login prompt on the local console, but cannot successfully establish a session through the network (web UI, SSH or Telnet), first examine a backup copy of the configuration file to verify that it is not caused by a misconfiguration. The network interface and administrator accounts must be configured to allow your connection and login attempt. For details, see Configuring the network settings and Trusted Host.

    If the configuration appears correct, but no network connections are successful, first try restoring the firmware to rule out corrupted data that could be causing problems. For details, see Restoring firmware (“clean install”). You can also use this command to verify that resource exhaustion is not the problem:

    diagnose system top delay 5

     

    The process system usage statistics continues to refresh and display in the CLI until you press q (quit).

Power supply failure

If you have supplied power, but the power indicator LEDs are not lit and the hardware has not started, the power supply may have failed. Contact Fortinet Customer Service & Support:

https://support.fortinet.com

After powering on, if the power indicator LEDs are lit but a few minutes have passed and you still cannot connect to the FortiWeb appliance through the network using CLI or the web UI, you can either:

  • Verify that FortiWeb can successfully complete bootup.
Always halt the FortiWeb OS before disconnecting the power. Power disruption while the OS is running can cause damage to the disks and/or software.

To verify bootup, connect your computer directly to FortiWeb’s local console port, then on your computer, open a terminal emulator such as PuTTY (http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html). Configure it to log all printable console output to a file so that you have a copy of the console's output messages in case you need to send it to Fortinet Customer Service & Support:

https://support.fortinet.com

Once connected, power cycle the appliance and observe the FortiWeb’s output to your terminal emulator. You will be looking for some specific diagnostic indicators.

  1. Are there console messages but text is garbled on the screen? If yes, verify your terminal emulator’s settings are correct for your hardware. Typically, however, these are baud rate 9600, data bits 8, parity none, stop bits 1.
  2. Does the hardware successfully complete the hardware power on self test (POST) and BIOS memory tests?
  3. If not, you may need to replace the hardware. For assistance, contact Fortinet Customer Service & Support:

    https://support.fortinet.com

  4. Does the boot loader start? You should see a message such as:
  5. FortiBootLoader

    FortiWeb-1000C (17:52-09.08.2011)

    Ver:00010018

    Serial number:FV-1KC3R11700094

    Total RAM: 3072MB

    Boot up, boot device capacity: 1880MB.

    Press any key to display configuration menu...

    If the boot loader does not start, you may need to restore it. For assistance, contact Fortinet Customer Service & Support:

    https://support.fortinet.com

  6. When pressing a key during the boot loader, do you see the following boot loader options?
  7. [G]: Get firmware image from TFTP server.
    [F]: Format boot device.
    [B]: Boot with backup firmware and set as default.
    [Q]: Quit menu and continue to boot with default firmware.
    [H]: Display this list of options.

    Enter G,F,B,Q,or H:

    Please connect TFTP server to Ethernet port "1".

    If the boot loader does not start, you may need to restore it. For assistance, contact Fortinet Customer Service & Support:

    https://support.fortinet.com

  8. Can the boot loader read the image of the OS software in the selected boot partition (primary or backup/secondary, depending on your selection in the boot loader)? You should see a message such as the following:
  9. Reading boot image 2479460 bytes.

    Initializing FortiWeb...?

    System is started.

    If not, the image may be corrupted. Reboot and use the boot loader to switch to the other partition, if any. For details, see Booting from the alternate partition.

    If this is not possible, you can restore the firmware. If the firmware cannot be successfully restored, format the boot partition, and try again. For details, see Restoring firmware (“clean install”).

    If you still cannot restore the firmware, there could be either a boot loader or disk issue. Contact Fortinet Customer Service & Support:

    https://support.fortinet.com

  10. Does the login prompt appear? You should see a prompt like this:
  11. FortiWeb login:

    If not, or if the login prompt is interrupted by error messages, restore the OS software. If you recently upgraded the firmware, try downgrading by restoring the previously installed, last known good, version. For details, see Restoring firmware (“clean install”).

    If restoring the firmware does not solve the problem, there could be a data or boot disk issue. Contact Fortinet Customer Service & Support:

    https://support.fortinet.com

    If you can see and use the login prompt on the local console, but cannot successfully establish a session through the network (web UI, SSH or Telnet), first examine a backup copy of the configuration file to verify that it is not caused by a misconfiguration. The network interface and administrator accounts must be configured to allow your connection and login attempt. For details, see Configuring the network settings and Trusted Host.

    If the configuration appears correct, but no network connections are successful, first try restoring the firmware to rule out corrupted data that could be causing problems. For details, see Restoring firmware (“clean install”). You can also use this command to verify that resource exhaustion is not the problem:

    diagnose system top delay 5

     

    The process system usage statistics continues to refresh and display in the CLI until you press q (quit).