Troubleshooting Tip: Collect GUI slowness and errors debugs via Fortinet Support Tool

[Anonymous]

Description

This article describes the installation and use of the Fortinet Support Tool.

The Fortinet Support Tool is a useful extension for Google Chrome or Edge that runs background debug commands directly within the FortiGate graphical user interface (GUI). It is essential for gathering diagnostic data required by the Fortinet Support team to troubleshoot various errors or issues encountered in the GUI.

Scope

Fortinet Support Tool.

Solution

Side Note: 

AdBlock or Ublock browser plugins can significantly slow interactions with the FortiGate GUI. Remove them or create exceptions for the FortiGate admin URL/IP.

Requirements:

The only requirement to utilize the Fortinet Support Tool extension is for the version to be v6.2.2 GA or higher.

Installation:

There are two ways on how to install the extension:

1. Open Google Chrome and type the below URL. And on the search panel type 'Fortinet Support Tool' and then add it into the browser: https://chrome.google.com/webstore/category/extensions
2. Use the following direct link: https://chrome.google.com/webstore/detail/fortigate-support-tool/jbeeicmopdjjhdjnikmmhlebpkllhjki

Initially, during normal browsing on any other web page, the extension’s icon is greyed out. When navigating to the FortiGate’s GUI, the extension’s icon is enabled and changes its color to red as shown below.

Usage:

• When the icon is red while navigating the FortiGate GUI, additional options become available.
• Use the 'New Capture' button to begin capturing debug data while replicating the GUI issue.
• Once the issue has been reproduced, stop the capture.

The Fortinet Support Tool will automatically generate a compressed file. Depending on the browser settings, this file will either be downloaded directly to the default downloads folder or a dialog will appear, allowing the file to be saved to a specified location.

Upload the collected file to the corresponding FortiCare ticket for further analysis by Fortinet's Support team.

Note:

Starting from v7.6.3, a new feature was added: the Fortinet Support Tool for Capturing Incidents. It captures the real-time debugging using a REST API key generated on the FortiGate. The tool can run for up to 48 hours to increase the chance of capturing incidents. For more information, refer to Fortinet Support Tool for capturing incidents.