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Before searching:
Know what to search for: Think of the problem in terms of keywords that describe the issue and the Fortinet product involved.
Be prepared to search other resources: The Community site is a great starting point, but Fortinet also offers other resources like the Official Documentation, FortiGuard Center, and Video Library.
Follow the steps below to search for relevant information on the Fortinet Community platform.
Navigate to the Fortinet Community site at https://community.fortinet.com.
Use specific keywords that describe the issue. Format the search with 'FortiGate + [feature] + [error or symptom]'. For example:
- FortiGate SSL VPN tunnel timeout.
- FortiGate IPSec phase2 not coming up.
- FortiGate policy route not working after upgrade.
Filter results using the options provided by the search engine:
- Sort by Relevance or Popularity.
- Use tags such as Troubleshooting, VPN, Routing, or Performance to narrow down the results.
Check whether the post links to a Fortinet Knowledge Base article. These articles may contain:
- Debug commands and output interpretation.
- Example configuration templates.
- Firmware-specific notes or caveats.
When more advanced control is required or the built-in search produces too many irrelevant results, use an external search engine with a site filter. Format the query as follows:
site:community.fortinet.com FortiGate [issue or error]
Example:
site:community.fortinet.com FortiGate VIP not working after upgrade
If no matching results are found or the issue is related to hardware failure, firmware bugs, or cannot be replicated in a test environment, proceed to open a TAC ticket with appropriate logs and configuration backups.
This method improves response times and helps avoid redundant support tickets for known or previously solved issues.
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