Troubleshooting Tip: Initial troubleshooting steps for GUI pages stuck loading in FortiPAM

Description

This article describes initial troubleshooting steps when pages in the ForiPAM GUI remain loading indefinitely and no information is displayed. This behavior can affect sections such as Monitoring -> User Monitoring, including the User Monitor and Active Users options, as well as other GUI pages.

Scope

FortiPAM.

Solution

Verify whether the issue is present across different web browsers.

Clear the browser cache and cookies, then attempt to access the affected GUI page again.

The following image shows an example where the GUI page remains loading without displaying information:

If the issue persists, restart the WAD process responsible for GUI management.

Note that restarting the wad process terminates active administrative sessions. Perform this procedure during a maintenance window or during a period of low administrative activity.

Run the following command:

fnsysctl killall wad

If the issue persists after restarting the wad process, collect debug logs while reproducing the issue on the affected GUI page.

Run the following commands:

diagnose wad debug enable category http
diagnose wad debug enable category gui-api
diagnose debug application httpsd -1
diagnose debug enable

After reproducing the issue, stop the debug process:

diagnose debug disable
diagnose debug reset

Reproduce the issue, export the debug output into a .txt file, and open a support case with Fortinet Technical Assistance Center for further analysis: Technical Tip: Ticket Creation via the Support Portal.