Description
This article describes what information to provide during a ticket creation when reporting a FortiPortal issue
Solution
Most of FortiPortal configuration settings are stored on database and there is no configuration needed for troubleshooting.
Refer to following steps to collect that information.
1) Ftnt_fpc log file:
There are two ways to collect this file: from CLI or GUI.
CLI:
Use putty application with login enable (to log all output into a file).
Once logged to Portal CLI, run following command:
This article describes what information to provide during a ticket creation when reporting a FortiPortal issue
Solution
Most of FortiPortal configuration settings are stored on database and there is no configuration needed for troubleshooting.
Refer to following steps to collect that information.
1) Ftnt_fpc log file:
There are two ways to collect this file: from CLI or GUI.
CLI:
Use putty application with login enable (to log all output into a file).
Once logged to Portal CLI, run following command:
# exe shellTry reproduce the issue and it will show debug output on putty.
tail –f /var/tomcat/util/ftnt_fpc.log
GUI:
Go to Admin -> System Log and select 'Download'.
2) Browser HAR file.
On every browser there is developer option for troubleshooting by pressing F12 button within browser.
Open the developer option, select 'Network', check 'Persist log' and “Disable cache” option.
Access to the page where having issue, below screenshot show where to download the HAR file.
With Firefox browser:
With Chrome browser:
Save the file to the local desktop.
3) Database dump.
Provide full Database dump to ease on investigate but due to certain company restriction, partial database dump may help for initial investigation.
Full database dump:
Execute following command from MySQL server which is the database server:
# mysqldump --all-databases --single-transaction --quick --lock-tables=false > <filename> -u <username> -p
Partial database dump:
Execute following command from MySQL server which is the database server:
# mysqldump ftntpmcdb > ftntpmcdb.sql – u <username> -p
4) Screenshot or video recording.
Provide some screenshot of the issue or a video recording using following third party tools
Screenshots:
Snipping tool – Windows built-in tools
Photoscape – photo editing tools with screen capture capability (www.photoscape.org).Video recording:
Loom – web video recording tools (https://www.loom.com/).
Licecap – video capture in .gif format (https://www.cockos.com/licecap/).Related Articles
