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kumarh
Staff
kumarh
Staff
April 20, 2025

Troubleshooting Tip: IAM user unable to download files in FortiCare Legacy

  • April 20, 2025
  • 0 replies
  • 453 views
Description This article describes a scenario where an Identity and Access Management (IAM) user in FortiCloud is able to view support tickets in the FortiCare Legacy portal but is unable to download associated files. This issue occurs due to limitations in the permission level assigned to the user role.
Scope FortiGate Cloud.
Solution

In FortiGate Cloud, only the SysAdmin permission profile provides full access to the following services:

  • Asset Management.
  • Identity and Access Management.
  • FortiCare.

 

To ensure download access in FortiCare Legacy for an IAM user:

  1. Go to the FortiGate Cloud IAM portal.
  2. Navigate to Users and select Create User, or modify an existing user.

 

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Once the SysAdmin profile is applied, the user will be able to access the Download portal and view/download the available firmware images or updates successfully.

 

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