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If FortiPresence does not show any information about the wireless clients which is located near to Managed AP or connected to the Managed AP, and not unable to see any data in the dashboard.
Follow the steps below to verify the configuration and collect diagnostic information.
Initial Verification:
- Confirm that the configuration on both FortiPresence and FortiGate Cloud is complete. (see: Configuring FortiPresence).
- Verify that the AP status is shown as active on the FortiPresence portal.
- To rule out potential DNS resolution issues, configure the FortiPresence server address using its IPv4 address instead of the FQDN.
- Ensure there is an allow-all policy on the FortiGate to rule out any policy-related blocking issues.
- From the FortiAP and FortiGate, verify that they can ping the FortiPresence server.
- Verify that the client RSSI (Received Signal Strength Indicator) is stronger than -70 dBm, as weak signal strength can cause detection issues.
- Check FortiGate logs to confirm that the FortiAP is successfully sending traffic to FortiPresence.
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Check the licensing information of the FortiAPs. To view licensing information for FrotiAPs, navigate to Administration -> AP Management -> Access Points in the FortiPresence GUI. FortiAPs with expiry date populated are the ones that are licensed, and all others are unlicensed.
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Beyond the grace period of the FortiAP license, incoming feeds are no longer processed by the FortiPresence.
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If there is any licensed FortiAP and it appears as unlicensed, select Sync Licensed APs to refresh the status. Each time a license is renewed, select Sync Licensed APs to refresh the status on the GUI.
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To get and view data in the fields:
- Wi-Fi Usage Time.
- Distribution by Auth.
- Distribution by Deauth.
- Data Usage.
- Distribution by Age.
The 'Captive Portal' must be properly configured.
If it is not enabled and configured, the data in those fields will remain a blank 'No Data'.
Useful information on how to configure it can be found in the following links: Creating a Captive Portal - FortiPresence Cloud administration guide.
Visitor Analytics - FortiPresence Cloud administration guide.
Data Collection for Troubleshooting:
To further investigate, collect the following logs and packet captures:
On the FortiAP, run the following command:
cw_diag -c fortipresence <----- Show scanned FortiPresence data from Kernel.
Capture traffic on the following interfaces:
On the FortiAP interface :
diag_sniffer any "Port 4013" 6 0 a
On the FortiGate interface, collect capture for the WAN Interface:
diagnose sniffer packet <outgoing port> "host <fortipresence IP> and port 4013 or port 10443" 6 0 a
Packet capture needs to be performed on the FortiAP uplink using standard packet capture tools or port mirroring to monitor traffic from the AP uplink (See: Configuring FortiSwitch port mirroring).
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