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Lwazi
Lwazi
New Member
July 6, 2025
Question

600F keeps freezing version 7.2.11

  • July 6, 2025
  • 3 replies
  • 2153 views

Hi all

 

Have been experiencing a strange issue on 600F firewalls in HA running version 7.2.11 it just stop responsive and like frozen but all interfaces will be up but not pingable internet links down all interfaces not pingable unresponsive.. and the only way to fix the issue it to reboot the Primary FW, Its doesn't failover guess coz HA heartbeat and monitored interfaces will be still showing up... This has happened 3 times for the past 3 months like every after  25-35 days.

 

Any suggestions or anyone experienced same issue ?

3 replies

BillH_FTNT
Staff
BillH_FTNT
Staff
July 7, 2025

Hi Lwazi

We need additional logs and configuration details to help identify the issue. If you're okay with it, please share them with me via my official email: bhoang@fortinet.com. I’m Bill from Fortinet.
Please provide the following:
1.System/Event logs – preferably in syslog or FortiAnalyzer format – from before and during the time the issue occurred.
2.Configuration files – for reviewing any special services that might be involved.
3.NPU command outputs – captured during the issue.
dia npu np7 hif-stats
dia npu np7 dce-drop-all
dia npu np7 dce-drop-all
dia npu np7 sse-stats
dia npu np7 pba
dia npu np7 pmon all

 

Regards

Bill

    Lwazi
    LwaziAuthor
    New Member
    July 7, 2025

    Hi BillH_FTNT

     

    Thank you for the feedback, will share the dia outputs the challenge is will only send the current output or will have to wait for another drop and run those commands?

    BillH_FTNT
    Staff
    BillH_FTNT
    Staff
    July 7, 2025

    Hi Lwazi,

    Could you please share some logs/CFP in advance ?

     

    1.System/Event logs – preferably in syslog or FortiAnalyzer format – from before and during the time the issue occurred. (This is for last issue)
    2.Configuration files – for reviewing any special services that might be involved.

    3. Output of "exe tac report"

    4. Output of "dia debug crashlog read"

    Regards

    Bill

      Yurisk
      SuperUser
      Yurisk
      SuperUser
      July 7, 2025

      Has it entered by any chance Conserve Mode? Look in logs for "Conserve" , also try on cli and look for Conserve Mode or anything matching the time of freezing:

      diagnose debug crashlog read

       

        Lwazi
        LwaziAuthor
        New Member
        July 7, 2025

        Hi Yurisk

        We did run the command with TAC and nothing was picked, the FW is actual idling no much traffic on it CPU less than 40%

        Yurisk
        SuperUser
        Yurisk
        SuperUser
        July 7, 2025

        Without logs indicating problem not much to debug, so if it is indeed Fortigate causing this then TAC ticket with gathering all the debug they find useful is the way.

         

        Have you checked the connected gear as well - switches for loops, sudden FGT-related MAC changes, ports going up/down? To exclude it is a networking issues before/between Fortigates...

        sjoshi
        Staff
        sjoshi
        Staff
        July 7, 2025

        Hi @Lwazi,

         

        Enable comlog on the fortigate and see the kernel related output

        https://community.fortinet.com/t5/FortiGate/Technical-Tip-How-to-use-the-COMLog-feature/ta-p/195390

         

        Also connect to the console whenever you are rebooting to fix the issue.

        Share those comlog latest output

        Thanks, Salon
          Lwazi
          LwaziAuthor
          New Member
          July 7, 2025

          Hi sjoshi 

          Can I run that command after roboot or have to wait for another crush..

          sjoshi
          Staff
          sjoshi
          Staff
          July 7, 2025

          Hi Lwazi,

           

          If the comlog has been already enable before than it will store the kernel related output but if it was not enabled before you need to enable it and wait for the issue to get trigger.Also dont forget to take a console output while rebooting next time

          Thanks, Salon
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