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cmaheu
Staff
cmaheu
Staff
October 8, 2025

Technical Tip: Export large files from FortiNAC-F to a support ticket

  • October 8, 2025
  • 0 replies
  • 392 views
Description

This article describes the steps to provide large files stored on the FortiNAC-F appliance to Technical Support. The process is useful for customers who need to provide files that are typically too large to attach to a ticket in the Customer Support Portal. 

 

See related documents for commonly collected files to submit to support:
Scope

FortiNAC-F, FortiNAC-OS.
Solution
  1. Open the article Uploading and Downloading large files to a support ticket using SFTP. 

  2. Complete the steps described in the article:
  • Enable SFTP access (requires Technical Support's assistance)
  • Record the SFTP information (Fortinet FTP Address, User ID & Password)

 

Note: The SFTP client example in the article will not be used and should be ignored.

 

  1. Ensure firewall policies allow SFTP access (port 2222) between FortiNAC-F port1 (management) IP address and Fortinet FTP address.

  2. Log in to the FortiNAC-F CLI as admin.

  3. Upload the file(s) to the Fortinet FTP server:

 

execute enter-shell

sftp -P 2222 <USER_ID>@<FTP_Address>:/ <<< $'put <FortiNAC_path/filename>' 

 

  1. Enter password when prompted.

  2. Comment on the ticket to notify Technical Support the files have been uploaded to the FTP server. The support engineer will be able to download the files. 

 

Note: Files will not be displayed in the ticket.

 

For example:

 

SFTP Information

 

User ID: U_1234

 

FTP Address: SFTP:// support.fortinet.com.2222

FortiNAC path/filenames

 

Logs

/bsc/campusMgrUpdates/log-snapshot-fortinac-20255678.tar.gz

 

Packet Capture

/bsc/campusMgrUpdates/capture20255678.pcap

 

Database /bsc/backups/database/FortiNAC_DataBase_BackUp_20255678_fortinac.gz

 

 

Upload logs, database and packet capture:

 

execute enter-shell

 

sftp -P 2222 U_1234@support.fortinet.com:/ <<< $'put /bsc/campusMgrUpdates/log-snapshot-fortinac-20251234.tar.gz'

 

sftp -P 2222 U_1234@support.fortinet.com:/ <<< $'put /bsc/campusMgrUpdates/capture20251234.pcap'

 

sftp -P 2222 U_1234@support.fortinet.com:/ <<< $'put /bsc/backups/database/FortiNAC_DataBase_BackUp_20251234_fortinac.gz'
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