Technical Tip: How to Collect Diagnostic logs for FortiClient EMS Cloud

Collecting EMS logs is different for Cloud and on-premise. For EMS Cloud it is necessary to do as follows:

Note:

For troubleshooting, it is better to have the previously debug log active and then the issue is being reproduced:

1. Go to Administration -> Generate Diagnostic Logs and select 'Create'.

It is recommended to have 'Include Database Backup' enabled (Password: at least 8 characters long).

Share this Password with the TAC team, as it is needed to review the encrypted DataBase backup. 

2. Wait for logs to be generated.

3. Wait for the Diagnostic log to be created (this can take some time).

4. Access again to 'Generate Diagnostic Log', download such logs, and send them to TAC for further troubleshooting.

Latest FortiClient EMS v7.4.

This procedure is also valid for the latest EMS v7.4 version in both environments: Cloud and on-premise.