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yksoon
yksoon
Visitor III
January 19, 2026
Solved

FortiSASE troubleshooting help (SAML back to default login page)

  • January 19, 2026
  • 6 replies
  • 438 views

Hi guys,

 

New to forum, want to check with the community senior of Fortinet whether FortiSASE is a real cloud solution that managed (Backend) by Fortinet or a cloud solution that require customer to managed?

 

As we being request to call Fortinet when hit FSASE bug (1213936) everytime it occur and need to start the troubleshooting from scratch (Took around at least 45minutes everytime) to validate the issue even though we had told them we do hit the bug (1213936). Seems like become the one to maintain FSASE infra instead of Fortinet themselves.

 

Do any of you encounter such experiences before, how would you suggest to speed up whole troubleshooting?

 

Challenges:

1) FSASE not managed by us and require call in to Fortinet support for manually reboot/restart the service/instance

2) The troubleshooting most of the time need start from scratch even being told it hit the known issue (1213936)

3) The known issue (1213936) can be happen few times on same day (Updated by Fortinet support)

4) Due to the infra not managed by us, we are unable to perform the reboot/restart the services ourselves. (Feeling helpless)

 

Impact level: All users get impact

 

Surely, we receive news that fix will be coming (Not implemented yet, still at possible impact risk), how we can avoid such issue in the future?

 

Looking forward to kind expertise in the community on it.

 

Highly appreciated on the any advise or suggestions.

 

#FortiSASE

Best answer by Jean-Philippe_P

It seems you are experiencing significant challenges with the FortiSASE support process, particularly regarding a recurring issue identified by bug ID 1213936. Here are some suggestions and insights based on your detailed feedback:

Documentation and Communication

  • Detailed Records: You are already documenting the issue well, which is crucial. Ensure that all interactions, timestamps, and error messages are consistently recorded and shared with Fortinet Support.
  • Reference Known Issues: Continue to reference the bug ID and previous case numbers in every communication. It might help to request that a senior engineer or manager reviews the case history to avoid repetitive troubleshooting.

Escalation and Workarounds

  • Escalation: If the standard escalation process is not yielding results, consider requesting a direct conversation with a duty manager or support manager. This can sometimes expedite the process and ensure that your concerns are heard at a higher level.
  • Temporary Workaround: Since the workaround requires escalation, it might be beneficial to have a pre-agreed process with Fortinet Support to expedite this when the issue occurs. This could involve having a dedicated contact or a predefined action plan.

Staying Updated and Feedback

  • Regular Updates: Continue to request regular updates on the status of the fix. If the issue is not deemed critical by Fortinet, provide them with detailed impact assessments to help them understand the severity from your perspective.
  • Feedback: It’s important to provide structured feedback, possibly through formal channels like customer satisfaction surveys or direct communication with your account manager. Highlight the business impact and the inefficiencies in the current support process.

Involvement of Sales and Management

  • Sales and Management Involvement: It’s a positive step that Fortinet sales and management are now involved. Ensure that they are fully briefed on the issue's impact and the support challenges faced. This can sometimes lead to a more strategic approach to resolving the issue.

Final Thoughts

  • Future Prevention: Consider discussing with Fortinet the possibility of having more control over certain aspects of the FortiSASE environment, if feasible, to reduce dependency on support for routine issues.
  • Continuous Engagement: Keep engaging with Fortinet to ensure that the promised improvements in support flow and due diligence are realized. Regular follow-ups and feedback can help maintain focus on your case.

Your experience highlights the importance of effective communication and escalation in technical support scenarios. Hopefully, with the involvement of sales and management, the support process will improve, and similar issues will be handled more efficiently in the future.

6 replies

Jean-Philippe_P
Staff & Editor
Jean-Philippe_P
Staff & Editor
January 22, 2026

Hello yksoon, 

 

Thank you for using the Community Forum. I will seek to get you an answer or help. We will reply to this thread with an update as soon as possible. 

Jean-Philippe - Fortinet Community Team
Jean-Philippe_P
Staff & Editor
Jean-Philippe_P
Staff & Editor
January 23, 2026

Hello,

 

We are still looking for an answer to your question.

 

We will come back to you ASAP.

Jean-Philippe - Fortinet Community Team
Jean-Philippe_P
Staff & Editor
Jean-Philippe_P
Staff & Editor
January 26, 2026

Hello yksoon,

 

I found this answer. Can you tell us if it helps, please?

 

FortiSASE is a cloud solution managed by Fortinet, meaning the backend infrastructure and services are maintained by Fortinet. Customers typically do not have direct control over the backend operations, which is why issues like the one you described require contacting Fortinet Support for resolution.

 

To address the challenges you're facing and speed up the troubleshooting process, consider the following steps:

 

  1. Document the Issue: Keep detailed records of each occurrence of the issue, including timestamps, affected users, and any error messages. This documentation can help Fortinet Support quickly identify patterns and expedite troubleshooting.

  2. Reference Known Issues: When contacting Fortinet Support, reference the specific bug ID (1213936) and provide any previous case numbers. This can help the support team quickly understand the context and history of the issue.

  3. Escalate the Issue: If the issue is recurring and significantly impacting your operations, consider escalating the case within Fortinet Support to ensure it receives the necessary attention.

  4. Request a Temporary Workaround: Ask Fortinet Support if there is a temporary workaround that can be applied until a permanent fix is implemented.

  5. Stay Updated on Fixes: Keep in regular contact with Fortinet Support to receive updates on the status of the fix. This will help you plan and prepare for any necessary changes once the fix is available.

  6. Feedback to Fortinet: Provide feedback to Fortinet about the impact of the issue and the challenges faced during troubleshooting. This can help improve their support processes and product reliability.

By following these steps, you can potentially reduce the time spent on troubleshooting and improve the overall support experience.

Jean-Philippe - Fortinet Community Team
yksoon
yksoonAuthor
Visitor III
February 4, 2026

Hi Jean,


Thanks for the great response and good direction, seems like we are on the same pages as we are trying to do what you had been suggesting while facing a lots of barrier.

 

Document the Issue: Keep detailed records of each occurrence of the issue, including timestamps, affected users, and any error messages. This documentation can help Fortinet Support quickly identify patterns and expedite troubleshooting.
Answer: We do documented it nicely and notified the support that exact behaviour happen again, but Fortinet Engineer insist on start troubleshooting from scratch

 

Reference Known Issues: When contacting Fortinet Support, reference the specific bug ID (1213936) and provide any previous case numbers. This can help the support team quickly understand the context and history of the issue.
Answer: We do documented it nicely and notified the support that exact behaviour happen again with the Bug ID and explicitly told the first engineer to do an internal note for Fortinet engineer team to quickly understand the situation and perform "workaround", while issue happen again second time on the same exact day, we been request to troubleshoot from scratch again even though we told the engineer it is related to the bug ID.

 

Escalate the Issue: If the issue is recurring and significantly impacting your operations, consider escalating the case within Fortinet Support to ensure it receives the necessary attention.
Answer: We do request to escalate it, but Fortinet engineer insist to need to validate the issue even though we mentioned few times it happen in the morning due to related bug ID.

 

Request a Temporary Workaround: Ask Fortinet Support if there is a temporary workaround that can be applied until a permanent fix is implemented.
Answer: The workaround require escalation to perform by Fortinet Ops team, which we had mentioned in the call or ticket. Took at least 45mins - 2hours to get the workaround done.

 

Stay Updated on Fixes: Keep in regular contact with Fortinet Support to receive updates on the status of the fix. This will help you plan and prepare for any necessary changes once the fix is available.
Answer: We stay updated on the fix, due to Fortinet mentioned it was not a "critical" bug, they are not putting in priority.
Remark: Can't determine why being deem not critical bug as this Bug occurred twice a day and had impact our business for 3 times.

 

Feedback to Fortinet: Provide feedback to Fortinet about the impact of the issue and the challenges faced during troubleshooting. This can help improve their support processes and product reliability.
Answer: Had feedback to them, but ending up everything need to troubleshoot from scratch even though had mentioned the bug ID. Ending up need to become a "bad" customer attitude then Fortinet only start really "pay attention" on it.

 

As currently, the Fortinet Sales step in to take a look on the case that promise next time will have better support flow and perform better due care & due diligence (Another case that Fortinet perform our FSASE POP change without proper pre-checking). (Finger cross no next time, super bad experience)

Jean-Philippe_P
Staff & Editor
Jean-Philippe_PAnswer
Staff & Editor
February 4, 2026

It seems you are experiencing significant challenges with the FortiSASE support process, particularly regarding a recurring issue identified by bug ID 1213936. Here are some suggestions and insights based on your detailed feedback:

Documentation and Communication

  • Detailed Records: You are already documenting the issue well, which is crucial. Ensure that all interactions, timestamps, and error messages are consistently recorded and shared with Fortinet Support.
  • Reference Known Issues: Continue to reference the bug ID and previous case numbers in every communication. It might help to request that a senior engineer or manager reviews the case history to avoid repetitive troubleshooting.

Escalation and Workarounds

  • Escalation: If the standard escalation process is not yielding results, consider requesting a direct conversation with a duty manager or support manager. This can sometimes expedite the process and ensure that your concerns are heard at a higher level.
  • Temporary Workaround: Since the workaround requires escalation, it might be beneficial to have a pre-agreed process with Fortinet Support to expedite this when the issue occurs. This could involve having a dedicated contact or a predefined action plan.

Staying Updated and Feedback

  • Regular Updates: Continue to request regular updates on the status of the fix. If the issue is not deemed critical by Fortinet, provide them with detailed impact assessments to help them understand the severity from your perspective.
  • Feedback: It’s important to provide structured feedback, possibly through formal channels like customer satisfaction surveys or direct communication with your account manager. Highlight the business impact and the inefficiencies in the current support process.

Involvement of Sales and Management

  • Sales and Management Involvement: It’s a positive step that Fortinet sales and management are now involved. Ensure that they are fully briefed on the issue's impact and the support challenges faced. This can sometimes lead to a more strategic approach to resolving the issue.

Final Thoughts

  • Future Prevention: Consider discussing with Fortinet the possibility of having more control over certain aspects of the FortiSASE environment, if feasible, to reduce dependency on support for routine issues.
  • Continuous Engagement: Keep engaging with Fortinet to ensure that the promised improvements in support flow and due diligence are realized. Regular follow-ups and feedback can help maintain focus on your case.

Your experience highlights the importance of effective communication and escalation in technical support scenarios. Hopefully, with the involvement of sales and management, the support process will improve, and similar issues will be handled more efficiently in the future.

Jean-Philippe - Fortinet Community Team
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