Getting help and support for FortiGate-VM licensed firewall

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.

  • Ask a question in the AI assistant from the console or the IBM Cloud CLI.
  • Review the FAQs in the product documentation.
  • Review the troubleshooting documentation to troubleshoot and resolve common issues.
  • Check the status of the IBM Cloud platform and resources by going to the Status page.
  • Review Stack Overflow 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. If you are looking to provide feedback, see Submitting feedback.

Providing 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).

  2. 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).

  3. 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.