| Scope |
FortiClient EMS, FortiClient EMS Cloud, FortiClient Windows, FortiClient Linux , FortiClient MacOS, FortiClient Android and FortiClient IOS.
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| Solution |
- FortiClient EMS On-premises:
- Access the EMS console as a user with admin privileges.
- Under EMS -> System Settings -> Log Settings -> Log Level, change 'info' to 'debug'.
- Reproduce the issue being experienced.
- Navigate to EMS -> Administration -> Generate Diagnostic Logs -> Create.
- This operation may take a long time. Be patient.
- Once the log creation is complete, the 'Download' button will appear. Download the log.
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FortiClient EMS Cloud:
- Access the EMS Cloud console via the support.fortinet.com portal.
- Under EMS -> System Settings -> Log Settings -> Log Level, change 'info' to 'debug'.
- Reproduce the issue being experienced.
- Navigate to EMS -> Administration -> Generate Diagnostic Logs -> Create.
- This operation may take a long time. Be patient.
- Once the log creation is complete, the 'Download' button will appear. Download the log.
-
- Access the EMS console as a user with admin privileges.
- Navigate to EMS -> Endpoint Profile -> Select profile -> Edit -> System Settings -> use Advanced instead of Basic settings -> Log Level, then change 'info' to 'debug' and select all features.
- Confirm the setting by ensuring 'Debug' is selected under FortiClient -> the 'Settings' section -> Log Level.
- Reproduce the issue being experienced and take note of the exact timestamp of the events.
- Under FortiClient -> section About -> Diagnostic Tool, check the details are correct and run the Diagnostic Tool. The output file should have a *.cab or *.zip extension, depending on the version, and will usually be present in %temp%\Diagnostic_Result or %LOCALAPPDATA%\FortiClient\tmp\Diagnostic_Result\.
FortiClient Windows.
It is recommended to revert the configuration after collecting the debug logs. To do so, navigate to EMS -> Endpoint Profile -> select -> Edit -> System Settings -> use Advanced instead of Basic settings -> Log Level -> change 'debug' to 'info' -> De-select features that are not needed (or all of them).
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-
- Access the EMS console as a user with admin privileges.
- Navigate to EMS -> Endpoint Profile -> select a profile -> Edit -> System Settings -> use Advanced instead of Basic settings -> Log Level -> Change 'info' to 'debug' -> select all features.
- Confirm the setting by ensuring 'Debug' is selected under FortiClient -> the 'Settings' section -> Log Level.
- Reproduce the issue being experienced and take note of the exact timestamp of the events.
- Find the output file under FortiClient -> the 'Settings' section -> Log File -> Export logs. The output file should have a *.cab or *.zip extension, depending on the version.
FortiClient MacOS.
It is recommended to revert the configuration after collecting the debug logs. To do so, navigate to EMS -> Endpoint Profile -> select -> Edit -> System Settings -> use Advanced instead of Basic settings -> Log Level -> change 'debug' to 'info' -> De-select features that are not needed (or all of them).
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-
FortiClient Linux.
- Access the EMS console as a user with admin privileges.
- Navigate to EMS -> Endpoint Profile -> select profile -> Edit -> System Settings -> use Advanced instead of Basic settings -> Log Level, then change 'info' to 'debug' and select all features.
- Reproduce the issue being experienced.
- Make sure 'Debug' is selected under FortiClient > section Settings>Log Level.
- Find the output file under FortiClient -> the 'Settings' section -> Log File -> Export logs. The output file should have a *.cab or *.zip extension, depending on the version.
It is recommended to revert the configuration after collecting the debug logs. To do so, navigate to EMS -> Endpoint Profile -> select -> Edit -> System Settings -> use Advanced instead of Basic settings -> Log Level -> change 'debug' to 'info' -> De-select features that are not needed (or all of them).
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FortiClient Android. It is possible to email FortiClient (Android) logs to Fortinet. To do this:
- Tap About.
- Tap Send Feedback Email:
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FortiClient IOS.It is possible to email FortiClient (IoS) logs to Fortinet. To do this:
- Tap About.
- Tap Diagnostic.
- Swipe right to enable Logging.
- Tap Report an Issue.
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To manually collect logs from FortiClient EMS version 7.4.x (Linux-based) when the EMS Console is inaccessible, run the following command in the terminal with elevated privileges using sudo:
sudo /opt/forticlientems/bin/diagnostic_tool -o /tmp/diag
The output file will have a .zip extension (/tmp/diag.zip in the following command). Once the logs are collected, download them from the /tmp/ directory:
/tmp/fortiems_logs.tar.gz
/tmp/postgresql_logs.tar.gz
/tmp/redis_logs.tar.gz
/tmp/ufw_logs.txt
/tmp/system_logs.txt
/tmp/diag.zip
Related article:
Technical Tip: Collecting EMS v7.4 logs manually when the EMS GUI is unreachable
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