| Solution |
- With the Fortinet CSS, create an RMA ticket first, using the serial number of the defective unit.
- In the RMA ticket, describe the problem with the defective unit, and make sure to mention to which spare/replacement unit (specify the serial number) the support contract will be transferred.
The following evidence is accepted:
- When the unit is not powering on or one of the Power supply units is defective (depends on the model):
A video where the following points can be observed to crosscheck the scenario:
- Current date/time (it can be seen over a laptop, watch, or mobile) and the device's SN.
- Crosscheck the PDU where the device is connected and energized. To validate this, show any other device connected to the same PDU and its power on.
- Crosscheck to ensure that the same power cable can turn on any other device (if possible, show how the cable is disconnected from FortiGate and show turning on the other device).
- If the unit is powering on but only with one of the power supplies, the following command works on most devices:
execute sensor list
execute sensor detail
- If the unit power is on but does not finalize the boot process, show a photo/video of the unit-led states and the output of the console cable connected to the unit to observe anything on the boot process if any error message. Consider that the LED codes depend on the model and can bring useful information for troubleshooting. Describe the color and flashing pattern.
Image 1. FortibootLoader boot success.
Image 2. Fortibootloader Boot unsuccess (empty screen).
- If the hardware error is observed with a unit accessory (network interface, disk unit, transceiver, fan, PSU, etc) depending on the accessory error the following commands should work as evidence:
General:
exec tac report
diag debug klog
Hardware failure and replacement with a spare unit on-site (support procedure) - FortiAnalyzer
Power Supply Unit:
diag hardware deviceinfo psu
Interface/Transceiver:
diag fmnetwork interface list
diag interface detail portx <conflicted_port>
diagnose hardware nic list portx <conflicted_port>
Disk/Raid:
diagnose system raid hwinfo
diagnose system raid status
diagnose system disk health
diagnose system disk info
diagnose system disk errors
diagnose system disk attributes
Technical Tip: New RMA Replacement disk does not rebuild after install
- As a general rule, all RMA requests need to be evaluated by TAC personnel. Providing this information will speed up the RMA transfer if applicable.
- Consider the RMA service levels according to the applicable support contract level.
Related article:
Technical Tip: New RMA Replacement disk does not rebuild after install
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