fortigate 80f rebooting randomly

[FernandoM]

Hi, I have a new FortiGate 80F located in a data center since August 2021 and it was working perfect, until October when I started getting notification that the internet was dropping out overnight. At first I thought it was the provider doing maintenance work over-night since the drop outs only happened between 1am to 3am and it was only happening once or twice a month. By December it started happening every second day or so. That's when I noticed that the router was rebooting automatically.

Logged a call with Fortinet support, they checked logs, hardware stats, etc, all was showing to be working fine. They asked me to do a hardware diagnostic check and a format to the same firmware 7.0.3.

After all those steps the unit kept on rebooting, so they replaced it with another unit.

After replacing the unit it only took 2 days and the replacement unit started rebooting again.

Escalated the issue again and now they're asking me to do other test. Downgraded to Firmware 7.0.2 and it continues to reboot randomly, They requested to disable

config system np6xlite
edit np6xlite_0
set fastpath disable  

still no joy

I'm now going around in circles with them as they want to keep on troubleshooting.

One thing I did noticed and I did mention to support is that the operating temperature seems to be too high.

Here's what the average reading shows in Celsius

TMP 1 External Temperature  53.25 C

TMP 4 Temperature                 43.00 C

CPU ON-IDLE Temperature    65.84 C

MV1680 Temperature              71.00 C

I checked the hardware specifications and it says that the operating temperature should be 40.00 C

Since the router is in the data center I asked for an air conditioning report for the past month of December, the average temperate was 24.22, checked on other network devices that are on the same rack and the average operating temperature was 36.00 C. 

I'm convinced that there's a flaw with the unit based on the temperature reading, unless I was unlucky to receive two faulty routers. 

Has anyone experienced any issues with reboots or have any suggestions?

Thanks

[szuko]

wow you are so unlucky , haven had this problem . good luck 

[AlexC-FTNT]

Can you exclude a firmware problem? Did you try to use FortiOS 6.4.x ? (should be more stable)

[FernandoM]

I don't think I'll do that after doing more test with support.

[anikolov]

Hello Fernando,

When there is an issue with random reboots of the firewall, please have a console cable attached on the firewall and log the output. During the reboot, the firewall should give the reason why it is rebooting. Please attach it so I can have a look.

Thanks in advance.

Aleksandar

[FernandoM]

@anikolovThat's what support has requested too. I'm bought a console cable online and I'm waiting for that to arrive. I'll let you know the outcome.

[anikolov]

Great that you have opened a ticket first, please know that the ticketing system is the right place for cases like this.

Since I work in support, you can share the ticket number, out of professional curiosity :)

[FernandoM]

@anikolovsure no problem, 5737666

[ikmarwright]

This may have nothing to do with your issue, but...

Just curious, are you using one power supply or two? And your UPS has power conditioning? And any major equipment changes in the building? I had a datacentre in a warehouse with a big freezer. Every time the freezer turned off, it sent 3volts along the ground. I had to run a second power line into the building. It's the awkward timing that makes me think power. 

[AlexC-FTNT]

not the first time I hear of a similar case. But the logs would make the difference.

Logs will show power failure/restart, and the same would be in "get system status".

If this is a firmware problem "get system status" will show 'kernel panic' as last reboot reason.