Technical Tip: How to generate and export Debug logs from various platforms running with FortiClient and FortiClient EMS

[volkanavsar]

Description	This describes the process of generating and exporting debug logs from various platforms running with FortiClient and FortiClient EMS.
Scope	FortiClient EMS, FortiClient EMS Cloud, FortiClient Windows, FortiClient Linux , FortiClient MacOS, FortiClient Android and FortiClient IOS.
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.   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.                         FortiClient Windows: 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\. 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).             4. FortiClient MacOS: 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. It is recommended to revert the configuration after collecting the debug logs. To do so, navigate toEMS -> 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). 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). FortiClient Android. It is possible to email FortiClient (Android) logs to Fortinet. To do this: Tap About. Tap Send Feedback Email:   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.                                                     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 articles: Technical Tip: Collecting EMS v7.4 logs manually when the EMS GUI is unreachable Troubleshooting Tip: Collecting logs for addressing VPN connection issues