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ngujrathi
Staff
ngujrathi
Staff
January 7, 2026

Troubleshooting Tip: 'Failed to get data' error when retrieving logs from FortiGate Cloud

  • January 7, 2026
  • 0 replies
  • 761 views
Description

This article describes how to resolve a 'Failed to get data' error which may appear when retrieving logs from FortiGate Cloud using a 24-hour or 7-day time range with multiple filters applied.

  • Log queries fail for 24 hours or 7 days when multiple filters are applied.

  • Log queries succeed for shorter time ranges (such as 1 hour, or fewer filters with 24 hours or 7 days).

  • Log queries succeed when filters are reduced or removed.
Scope

  • FortiGate.

  • FortiOS (all supported versions).

  • FortiGate Cloud logging.
Solution

When multiple filters are applied over an extended time range, the log query sent to FortiGate Cloud requires additional processing time due to the volume of data.

 

The FortiGate device enforces a default connection timeout for communication with FortiGate Cloud.


If the query does not complete before this timeout expires, the connection is terminated, resulting in the 'Failed to get data' error.

 
 

Solution: Increase the FortiGate Cloud connection timeout on the FortiGate device to allow the query to complete.

 

config log fortiguard setting
    set conn-timeout 120  <----- Range 1-3600.
end

 

The timeout value is specified in seconds. The default value of conn-timeout is 10 seconds. 

 

Refer to the screenshot below:

 

Screenshot 2026-01-07 160628.png

 

Screenshot 2026-01-07 150353.png
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