Troubleshooting Tip: In FortiExtender 'get modem status" shows as Resetting or Not inserted.'

Power off the FortiExtender for at least 3 to 5 mins and then power on the device:

• Upgrade the FortiExtender to the latest available GA version Firmware. Refer to the FortiGate and FortiExtender firmware version compatibility matrix below: https://fortinetweb.s3.amazonaws.com/docs.fortinet.com/v2/attachments/b47c820a-4618-11ef-bfe5-fa163e15d75b/FortiOS_and_FortiExtender_OS_Compatibility_Matrices.pdf

• Upgrade the Modem firmware version on the FortiExtender to the latest one. Modem firmware can be downloaded from the support website using the below URL. Select the product type as 'FortiExtender' and select the 'Modem Firmware' option under the Download tab: https://support.fortinet.com/support/#/downloads/firmware

• Perform the Hard reset on the specific FortiExtender and test. Refer to the FortiExtender Quick Start Guide for more details: https://fortinetweb.s3.amazonaws.com/docs.fortinet.com/v2/attachments/213bc712-367e-11eb-96b9-00505692583a/FortiExtender-201E-211E-QuickStart_Online.pdf

• If the above-mentioned did not help then a Technical support ticket has to be created for further assistance.
• Refer to the below KB article to gather the essential logs, which will provide additional information for the Technical Support team when submitting a new ticket: Troubleshooting Tip: FortiExtender side Command Line Interface commands to open a new ticket with Technical Support