Troubleshooting Tip: Basic Troubleshooting for Antivirus Issues

Description

This article provides basic troubleshooting methods to use when faced with a new Antivirus threat on a Fortinet product or remote client.

Scope

All FortiGate, FortiMail, FortiClient, and FortiMobile users.

Solution

Here below is a step-by-step guide on how best to troubleshoot Antivirus issues:-

1) Submit the suspect file Fortinet online scanner using the following link

https://www.fortiguard.com/faq/onlinescanner

You can also verify if the hash value is already known for the infected file by submitting the file hash.

2) If the file is recognized by the online scanner then open a FortiCare ticket and provide the following information:

a) The method of infection (email, link).

b) The configuration file for the device.

c) The output from the CLI command "diag autoupdate versions"

3) If the infected file is not identified by the online scanner, submit it immediately using the following link https://www.fortiguard.com/faq/onlinescanner.  Please provide your contact information, the infected file name, and as much additional relevant information as possible about the virus.