Troubleshooting Tip: FortiGate units stuck during the upgrade process from FortiOS v7.2.10/v7.2.11 to v7.4.x, v7.6.x
| Description | This article describes an issue where, when attempting to upgrade FortiGate devices from FortiOS v7.2.10/v7.2.11 to FortiOS v7.4.x and v7.6.x, the device may get stuck during the upgrade process. |
| Scope | FortiGate. |
| Solution | During the firmware upgrade, the process appears to complete normally, but halts at the following stage:
Firmware upgrade in progress ... The system is going down NOW !! At this point, the device does not proceed further and remains stuck. This behavior is currently under investigation and is expected to be resolved in the upcoming v7.4 and v7.6 releases. Currently, no permanent workaround is available. If the device becomes stuck, manual recovery may be required by booting from the backup firmware and configuration via console access. For detailed recovery steps, refer to Technical Tip: Boot the backup firmware and config via console.
Another option is to plug a USB flash drive with an older firmware version named image.out (default file name). Connect the USB to the FortiGate and reboot the device; this should prompt the boot menu and restore the firmware. Refer to this article Technical Tip : Firmware Upgrade and Configuration Restore using a USB drive.
If the above step does not resolve the issue, it is recommended to open a ticket with Fortinet TAC for further assistance. |