Support Issue

we are trying to reach the customer care raised ticket for support 

we have deployed frotigate firewall on azure cloud as per my knowledge we have configured i need some assitance take windows server over the RDP in protected subnet . i have called multiple times after that they connected me and check simply blamed this issue is azure side. i have raised ticket to azure sev-A they connected and informed the secenario and then they verified at back end they said azure side clear . 

i also updated in fortinet support case meeting is scheduled with MS team so and so day at   11:30 Am , i have shared meeting link.

they even not respond any messages i have updated notes , try to call support and explain , the tele support team doesnot have patiency to list the customer issue.

and then simply droping calls, taking about the support contarct , if we have taken from any service from partner they will response i have taken from market place in azure , for whom i need to ask for support

Here’s a clear and professional way to describe the situation and also understand where your support responsibility lies when FortiGate is deployed from Azure Marketplace:

:white_heavy_check_mark:Who is responsible for support when FortiGate is deployed from Azure Marketplace?

When you deploy a FortiGate VM from Azure Marketplace, the support model is:

1. Fortinet Support (Primary)

• FortiGate VM operating system

• Firewall configuration (policies, routes, NAT, SD-WAN, interfaces, VIPs, etc.)

• Licensing, FortiCare, FortiOS issues

• VPN, RDP access through firewall

• Troubleshooting packet flow

• FortiGate HA issues

:backhand_index_pointing_right:All FortiGate firewall issues must be handled by Fortinet TAC, even if the VM is deployed in Azure.

You are not required to purchase from a partner to receive support.
Fortinet support must respond if you have valid FortiCare license.

2. Microsoft Azure Support (Secondary)

Azure support covers platform-side issues only:

• VM host issues

• Azure networking fabric problems

• NIC issues, Azure route table propagation

• Azure Load Balancer malfunction

• Azure health alerts

Since Azure already confirmed "backend is clear", the issue must be within the FortiGate configuration.

Issue Summary

We deployed a FortiGate firewall from Azure Marketplace and configured it according to documentation.
However, RDP to Windows Server in protected subnet is not working via the firewall.

Actions Taken

1. Contacted Fortinet customer care multiple times.

2. After long wait, the team joined but blamed the issue on Azure without proper analysis.

3. Raised a Severity-A ticket with Microsoft Azure.

4. Azure verified backend connectivity and confirmed no issue from Azure side.

5. Updated all notes in Fortinet support case and scheduled a joint call with Microsoft.

6. Shared meeting link and timings (11:30 AM).

7. Fortinet TAC did not join, did not respond to messages, and phone support disconnected multiple times.

Request

We need proper Fortinet technical support for packet-flow analysis, policy check, NAT/Routing verification to restore RDP access through FortiGate.

:heavy_check_mark:Why You Still Deserve Support

Even if purchased through Azure Marketplace:

• FortiGate VM includes FortiCare BYOL / Pay-As-You-Go support

• You are entitled to TAC support

• Fortinet cannot refuse support because you didn’t buy through a partner

• Marketplace customers are standard support customers

:backhand_index_pointing_right:Immediate Technical Checks (You can verify these quickly)

:keycap_1:Public IP → FortiGate DNAT / VIP

• Is a VIP created?

• Firewall Policy from WAN → Protected subnet with RDP allowed?

:keycap_2:Routing

• Protected subnet UDR must send 0.0.0.0/0 → FortiGate internal NIC

• FortiGate internal interface must have private IP matching subnet

:keycap_3:Security Groups (NSG)

• NSG on server NIC must allow port 3389 inbound from FortiGate or any required IP

:keycap_4:Logs

• Check FortiGate logs:
  Log & Report → Forward Traffic

  • Do you see RDP attempt hitting the firewall?

@fortigate @support @tech @firewall