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arleniscg
Staff
arleniscg
Staff
February 27, 2026

Technical Tip: What to provide when opening a FortiEndpoint ticket with TAC

  • February 27, 2026
  • 0 replies
  • 131 views
Description This article describes the information and logs required when creating a new case with TAC.
Scope FortiEndpoint.
Solution
  1. EDR Manager version: See it on the Dashboard.
  2. FortiEDR Collector details and local logs:
  1. hostname.
  2. version.
  3. OS running: Win(10,11),  MacOS(ventura, Sierra, Sonoma, Sequoia,Tahoe..  Linux (which distribution — server or desktop type?), Android or IPhone
  4. Collector-Logs local logs (Open CMD as admin): 

 

*Win:"C:\Program Files\Fortinet\FortiEDR\FortiEDRCollectorService.exe" --support

*MacOs:sudo /Applications/FortiEDR.app/Contents/MacOS/FortiEDRCollector.app/Contents/MacOS/FortiEDRCollector --support 

*Linux:sudo /opt/FortiEDRCollector/bin/FortiEDRCollector --support

 

  1. Details of the issue: Event ID, Capture, Video, etc.
  2. EMS-Server version. 
  1. FortiClient version.

FortiClient Logs: see Technical Tip: How to generate and export Debug logs from various platforms running with FortiClient.
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