Troubleshooting Tip: 'Deny: UTM Blocked' logs with error 'no correct FortiGuard information' in Web Filter logs

Description

This article describes what to check if 'Deny: UTM Blocked' logs appear with the error 'no correct FortiGuard information' in the Web Filter logs.

Scope

FortiGate.

Solution

The error 'no correct FortiGuard information' generally indicates the URL filter daemon tried to send a request but could not reach any of the FortiGuard servers in its server list. There are multiple reasons this could occur, for example, the list is empty, or it already tried all the servers and received no responses, etc.

To check if the server list is empty, run the following command:

diagnose debug rating

Check the FortiGuard connectivity from the firewall using the article:
Troubleshooting Tip: Unable to connect to FortiGuard servers

If the server IPs are listed, it is possible to force URL Filter to send out an INIT request immediately by doing either of the following manually:

1. Restart the URL filter daemon; it will force the INIT request to be sent when URL filter starts. 

diagnose test application urlfilter 99

2. Run the diagnose command to force INIT requests to be sent, so there is no need to restart the URL filter daemon.

diagnose test application urlfilter 15