Support Issue

althaf · ‎11-28-2025

we are trying to reach the customer care raised ticket for support

we have deployed frotigate firewall on azure cloud as per my knowledge we have configured i need some assitance take windows server over the RDP in protected subnet . i have called multiple times after that they connected me and check simply blamed this issue is azure side. i have raised ticket to azure sev-A they connected and informed the secenario and then they verified at back end they said azure side clear .

i also updated in fortinet support case meeting is scheduled with MS team so and so day at 11:30 Am , i have shared meeting link.

they even not respond any messages i have updated notes , try to call support and explain , the tele support team doesnot have patiency to list the customer issue.

and then simply droping calls, taking about the support contarct , if we have taken from any service from partner they will response i have taken from market place in azure , for whom i need to ask for support

Here’s a clear and professional way to describe the situation and also understand where your support responsibility lies when FortiGate is deployed from Azure Marketplace:

:white_heavy_check_mark:Who is responsible for support when FortiGate is deployed from Azure Marketplace?

When you deploy a FortiGate VM from Azure Marketplace, the support model is:

1. Fortinet Support (Primary)

FortiGate VM operating system
Firewall configuration (policies, routes, NAT, SD-WAN, interfaces, VIPs, etc.)
Licensing, FortiCare, FortiOS issues
VPN, RDP access through firewall
Troubleshooting packet flow
FortiGate HA issues

:backhand_index_pointing_right:All FortiGate firewall issues must be handled by Fortinet TAC, even if the VM is deployed in Azure.

You are not required to purchase from a partner to receive support.
Fortinet support must respond if you have valid FortiCare license.

2. Microsoft Azure Support (Secondary)

Azure support covers platform-side issues only:

VM host issues
Azure networking fabric problems
NIC issues, Azure route table propagation
Azure Load Balancer malfunction
Azure health alerts

Since Azure already confirmed "backend is clear", the issue must be within the FortiGate configuration.

Issue Summary

We deployed a FortiGate firewall from Azure Marketplace and configured it according to documentation.
However, RDP to Windows Server in protected subnet is not working via the firewall.

Actions Taken

Contacted Fortinet customer care multiple times.
After long wait, the team joined but blamed the issue on Azure without proper analysis.
Raised a Severity-A ticket with Microsoft Azure.
Azure verified backend connectivity and confirmed no issue from Azure side.
Updated all notes in Fortinet support case and scheduled a joint call with Microsoft.
Shared meeting link and timings (11:30 AM).
Fortinet TAC did not join, did not respond to messages, and phone support disconnected multiple times.

Request

We need proper Fortinet technical support for packet-flow analysis, policy check, NAT/Routing verification to restore RDP access through FortiGate.

:heavy_check_mark:Why You Still Deserve Support

Even if purchased through Azure Marketplace:

FortiGate VM includes FortiCare BYOL / Pay-As-You-Go support
You are entitled to TAC support
Fortinet cannot refuse support because you didn’t buy through a partner
Marketplace customers are standard support customers

:backhand_index_pointing_right:Immediate Technical Checks (You can verify these quickly)

:keycap_1:Public IP → FortiGate DNAT / VIP

Is a VIP created?
Firewall Policy from WAN → Protected subnet with RDP allowed?

:keycap_2:Routing

Protected subnet UDR must send 0.0.0.0/0 → FortiGate internal NIC
FortiGate internal interface must have private IP matching subnet

:keycap_3:Security Groups (NSG)

NSG on server NIC must allow port 3389 inbound from FortiGate or any required IP

:keycap_4:Logs

Check FortiGate logs:
Log & Report → Forward Traffic
- Do you see RDP attempt hitting the firewall?

@fortigate @support @tech @firewall

JoerVan · ‎12-02-2025

Hi,

Running a FortiGate in Microsoft Azure is possible using 2 types of licenses. The first one is BYOL and a licenses needs to be purchased via a Fortinet Partner. The second option is the PAYG licenses which you purchase via the Azure Marketplace. The PAYG license includes the UTP bundle and FortiCare Premium support. To receive support you do need to register your PAYG license into your FortiCloud account as documented here:

https://docs.fortinet.com/document/fortigate-public-cloud/7.6.0/azure-administration-guide/98265/pay...

That way FortiCare staff can find your license and entitlement to offer you support.

The requirement is that you have FortiCare Premium or Elite support contract. This depends on the license you purchased. Try to register the PAYG license if you are using that, the serial number should begin with FGTAZR.

Regards,

Joeri

althaf · ‎12-02-2025

HI,

we are using PAYG license model, when im trying to contact fortigate support team don't have time to hear our conversation , they simply saying that new implementation check with partner, if we are taking from place, were partner can come into the picture.

Also , If we have full knowledge on firewalls why should we approach to support , we are doing R&D our own and deploying we asked them to support were we need to create any policy and missing rules there. we were asking that .

we haave been already registered with fortigate support.

JoerVan · ‎12-04-2025

Hi,

Can you send me via a direct message, the support case numbers you have opened as well as an email address to contact you so we can have a look at your setup. Also it would be great to let us know what setup you are trying to achieve.