Troubleshooting Tip: Browser crash during firmware image upload with 'Error code: Out of Memory'
Description
This article describes an issue where the browser crashes with an 'Error code: Out of Memory' during firmware upgrade via image file upload.
Scope
FortiGate.
Solution
Attempting to upgrade FortiGate firmware from v7.6.1 to v7.6.2 or from v7.6.2 to v7.6.3 triggers an Important warning message: 'Please refrain from refreshing the page, logging out, or doing any operations that will disconnect your connection to the FortiGate while firmware upload is in progress. Failure to do will result in operation being cancelled'.
After closing the pop-up, just before the reboot process begins, the browser window crashes with an 'Error code: Out of Memory' message.
Testing with both Google Chrome and Microsoft Edge, including in incognito mode, results in the same browser crash and out-of-memory error. Firefox does not appear to exhibit this behavior; thus, if available could be used instead to perform the firmware upgrade.
Check whether a memory leak or conserve mode is triggered during the firmware upgrade process. If memory issues or conserve mode are detected, free up system memory before proceeding with the firmware upgrade.
The issue can be resolved by upgrading the firmware using the FortiGuard server instead of manually uploading the image file.
Alternatively, upgrade the firmware via CLI:
Technical Tip: Restore image using an FTP server and from an URL
Check also the steps for DNS and FortiGuard reachability:
Run the commands below and check the default route information.
get router info routing-table details 0.0.0.0
get router info routing-table database
execute ping service.fortiguard.net
execute ping update.fortiguard.net
execute ping guard.fortinet.net
If the ping test is successful, proceed to update the database. Run the commands below and refresh the GUI interface:
diagnose debug reset
diagnose debug enable
diagnose debug application update -1
execute update-now
After 3 min, stop the debug using the command below:
diagnose debug disable
If the upgrade option under Firmware & Registration or Fabric Management devices gets stuck and continues spinning indefinitely, update the firmware using the built-in Management Station option instead:
Technical Tip: Firmware Upgrade/Downgrade via Built-in FortiGate Management Station