Technical Tip: How to collect Windows WLAN report to assist TAC in debugging issues on FortiAP WiFi

Description

This article describes how to collect the WLAN report from a Windows PC in order to assist TAC in troubleshooting FortiAP wireless issues.

Scope

FortiAP (all models and series), wireless clients running Windows 10 or higher.

Solution

If a Windows user is facing issues with wireless connectivity, the Windows WLAN report should be collected in addition to following all the steps in Technical Tip: How to collect logs and config to assist TAC in debugging issues on FortiAP WiFi.

1. To collect the report, run Windows cmd.exe as Administrator and then execute the report:

C:\Windows\System32>netsh wlan show wlanreport duration="7"
Generating report ...
Querying WLAN Events ...
Querying NCSI Events ...
Querying NDIS Events ...
Querying EAP Events ...
Querying WCM Events ...
Querying Kernel Events ...
Querying System Events ...
Running ipconfig ...
Running netsh wlan show all ...
Querying Wireless Profiles ...
Querying System and User Certificates ...
Querying User Info ...
Querying Network Devices ...

Report written to: C:\ProgramData\Microsoft\Windows\WlanReport\wlan-report-latest.html
done.

Note:
The duration argument is optional.
By default, the report is generated from the system events generated over the last 3 days.
If a custom duration is set, system information (such as wireless profiles, hostname, Windows version) always reflects the current state. Inform TAC explicitly in the event of any recent changes.

2. Access the file and attach the HTML report to the TAC case.

Note: The ProgramData folder is hidden by default; enter the path directly into Windows Explorer to access it.

3. Add the timestamp of the observed issues together with all other available information as the TAC ticket comment.

Note: If a TAC case is not yet open, create one by following the steps in Customer Service Tip: How to create a ticket for Fortinet TAC.