---
name: licensed-firewall-get-help
title: Getting help and support for FortiGate-VM licensed firewall
description: If you experience an issue or have questions when you use the FortiGate licensed firewall, you can use the following resources before you open an IBM support case.
last-updated: 2026-10-07
---

> ## Documentation Index
> The table of contents for this documentation set is at https://cloud.ibm.com/docs/licensed-firewall?format=markdown
> The index for all IBM Cloud docs is at: https://cloud.ibm.com/docs/llms.txt
> Use these files to discover more information as needed.

# Getting help and support for FortiGate-VM licensed firewall
{: #help-and-support}

If you experience an issue or have questions when you use the FortiGate licensed firewall, you can use the following resources before you open an IBM support case.
{: shortdesc}

* Ask a question in the [AI assistant](https://cloud.ibm.com/docs/overview?topic=overview-ask-ai-assistant&format=markdown) from the console or the IBM Cloud CLI.
* Review the [FAQs](https://cloud.ibm.com/docs/licensed-firewall?topic=licensed-firewall-my-service-faq&format=markdown) in the product documentation.
* Review the [troubleshooting documentation](https://cloud.ibm.com/docs/licensed-firewall?topic=licensed-firewall-troubleshoot-licensed-firewall&format=markdown) to troubleshoot and resolve common issues.
* Check the status of the IBM Cloud platform and resources by going to the [Status page](https://cloud.ibm.com/status){: external}.
* Review [Stack Overflow](https://stackoverflow.com/questions/tagged/ibm-cloud){: external} to see whether other users experienced the same problem. When you ask a question, tag the question with `ibm-cloud` and `fortigate` so that it's seen by the IBM Cloud development teams.

If you still cannot resolve the problem, you can open an IBM support case. For more information, see [Creating support cases](https://cloud.ibm.com/docs/support?topic=support-open-case&interface=ui&format=markdown). If you are looking to provide feedback, see [Submitting feedback](https://cloud.ibm.com/docs/overview?topic=overview-feedback&format=markdown).

## Providing support case details
{: #support-case-details}

To ensure that the support team can start investigating your case and provide a timely resolution, include the following information when you open an IBM support case for the FortiGate licensed firewall.

1. Provide your firewall instance details:
   * The virtual server instance ID and name for the FortiGate-VM instance.
   * The VPC ID and region where the firewall is deployed.
   * The Schematics workspace ID used to deploy the firewall (if applicable).
   * The license plan and deployment size (for example, Enterprise, Large).

1. Describe the issue:
   * Steps to reproduce the problem.
   * Any error messages that are displayed in the FortiGate web console or IBM Cloud console.
   * Relevant FortiGate-VM log output (available under **Log & Report** in the FortiGate web console).

1. Provide network details if the issue involves connectivity:
   * Source and destination IP addresses.
   * The subnet IDs for `port1` and `port2`.
   * Any security group rules that might be relevant.