Troubleshooting Tip: How to troubleshoot failure to access the FortiManager/FortiAnalyzer GUI and CLI

Below is the scenario:

• Hardware device.

If FortiManager/FortiAnalyzer is not available for both GUI and CLI.

1. Go to the physical FortiManager/FortiAnalyzer device, connect to the console port, and try to log in via the console port.
2. If console access is not possible, hard reboot the FortiManager/FortiAnalyzer device, but the console port remains connected.
3. During the hard reboot of the FortiManager/FortiAnalyzer device, the console may show some output errors or be stuck. Collect this information (photo could be taken) and attach it to the case.
4. Once the FortiManager/FortiAnalyzer device boots up, collect the TAC report by running the CLI command:

execute tac report

• VM device: If FortiManager/FortiAnalyzer is not available for both GUI and CLI:

1. Access the VM environment, then connect to the console.
2. If it is not possible to have the console access at the VM environment, then select power off, then power on, check if the console access is available, collect some error information (if there are errors), and save the information.
3. Once the FortiManager/FortiAnalyzer device boots up, collect the TAC report by running the CLI command:

execute tac report

After that, open a new FortiManager/FortiAnalyzer ticket in the Fortinet support portal and upload the console access information (if there is an error output) and TAC report information.