Troubleshooting Tip: Collecting Logs and Configuration for DSL Troubleshooting with TAC

[LennartElbers]

Description	This article describes the necessary steps to collect logs and configuration files from a FortiGate or FortiWiFi device with a DSL modem to assist the Fortinet TAC in troubleshooting DSL-related issues.
Scope	All FortiGate and FortiWiFi models with a built-in DSL modem
Solution	Provide Configuration File. Open the FortiGate or FortiWiFi GUI and navigate to the Top Right Corner Administrator -> Configuration -> Backup. Download the configuration file and attach it to the support ticket. Provide a TAC report. To provide a TAC report, open an SSH session using a terminal client and run the following command: execute tac report This report executes a series of diagnostic commands and may take a few minutes to complete. Save the output to a logfile and attach it to the support ticket. Provide DSL related information commands. Next, open a second SSH session and gather DSL-related information by running the following commands: get system status show system interface dsl get system dsl status diagnose hardware deviceinfo nic dsl diagnose dsl show dsl-info diagnose dsl show 0 diagnose dsl show 1 diagnose dsl show 2 Save the output to a logfile and attach it to the support ticket. Provide DSL application related debugs. For DSL traffic-related debugging, run the following commands to enable debugging: diagnose debug reset diag debug console timestamp enable diag debug application dsl -1 diag debug enable Reproduce the DSL issue while the debug is running, ensuring that it runs for at least one minute. Once complete, disable and reset the debugging with the following commands: diagnose debug disable diagnose debug reset Save the output to a logfile and attach it to the support ticket. Running a hardware test: Optionally, a hardware test can be performed to rule out hardware-related issues. Run the following command: diagnose hardware test suite all Save the output to a logfile and attach it to the support ticket. By following these steps, users can gather essential diagnostic information, helping TAC troubleshoot DSL-related issues more efficiently and identify the root cause faster. Related articles: Troubleshooting Tip: How to Troubleshoot PPPoE Disconnection Issues  Troubleshooting Tip: Troubleshooting PPPoE connection failed  Technical Tip: PPPoE-interface configuration for IPv4 and IPv6  Technical Tip: How to configure PPPoE interface when ISP provides only VLAN ID