Technical Tip: Collecting log using Fortinet Support Tool for GUI related issue in FortiLink

[riteshpv]

Description	This article describes how to use the Fortinet Support Tool to gather captures for issues related to FortiSwitch ports or topology discrepancies.
Scope	FortiGate v7.2 , v7.4, v7.6  and FortiSwitch v7.2 , v7.4, v7.6
Solution	Issues may arise where certain information is incorrectly displayed in the FortiGate GUI while the command line does not reflect the same. Examples include: Port Discrepancies: A FortiSwitch port (under WiFi & Switch Controller) incorrectly shows registered devices or FortiLink trunks formed without actual connections. No such entries exist in the corresponding FortiSwitch, indicating the issue is limited to the FortiGate GUI. Topology Issues: Incomplete topology under WiFi & Switch Controller -> Managed FortiSwitches -> Topology (in the drop-down from the default "List" view). To confirm this is a GUI issue: Verify trunks formed directly on the FortiSwitch. Check for no issues with data/control traffic. Ensure the FortiSwitch is up in the FortiGate. When the issue is seen only in the FortiGate GUI, capturing relevant information using the 'Fortinet Support Tool' becomes essential. Steps to Collect Logs: Step 1: Use the Chrome browser and download the Fortinet Support Tool extension. Extension link: Fortinet Support Tool. Step 2: Pin the extension to the browser toolbar for easy access. Step 3: After logging into the FortiGate, the extension will turn red (from its initial greyed-out state). Step 4: Select 'New Capture' in the extension and select 'Start Capture'. Step 5: The capture initiates after a few seconds with the message 'Initiating Capture'. If multiple screens are active, choose the one displaying the FortiGate GUI and select 'Share'. Step 6: Once the capture starts, a red stop button with a timer will appear on the FortiGate GUI, indicating the capture duration. Step 7: While the capture runs, reproduce the steps where the issue is noticed: For FortiSwitch port issues: Navigate to WiFi & Switch Controller -> FortiSwitch Ports, scroll to the problematic port, and stop the capture. For topology issues or other GUI-related discrepancies, follow similar steps. Note: Do not open the problematic state in the GUI before starting the capture. Step 8: To stop the capture, select the red stop button. A file will be generated with the extension .fgtcapture (e.g., fortigatehostname-capture-date-time.fgtcapture). Step 9: Cross-verify the capture. Refer to the Step3 image. Select the 'Fortinet Support Tool' extension -> 'View Existing Capture'. The following dialog box will be opened. Select 'Choose Capture file' and select the file that was created during step 8. Step 10: Run the capture and verify if the desired issue is captured. If the issue is seen while running the capture, open a new browser tab and use the extension run the capture again. Note: Additional logs may be required based on the specific issue, as determined by the TAC engineer.