FortiMail Troubleshooting: Bootup Issues

The Troubleshooting recipes are here to assist you in diagnosing and remedying any problems you experience when using your FortiMail unit.

This recipe guides you through the process of troubleshooting problems you may experience in rare cases when powering up your FortiMail unit.

If the following suggestions do not remedy the issue, please be sure to contact customer support.

When you cannot connect to the FortiMail unit through the network using CLI or the web UI, connect a PC directly to the FortiMail unit’s management console using a serial connection. (The cable varies with the FortiMail model. See the model’s quickstart guide for details.)

Open a terminal emulation interface, such as HyperTerminal, to act as the console. The issues covered in this section all refer to various potential bootup issues.

Once you have a direct console connection to the FortiMail unit, work through the following questions and keep a copy of the console’s output messages.

Boot Options Menu

Do you see the boot options menu?

NO: ensure that your serial communication parameters are set to no flow control and check that the correct baud rate is correctly set (usually 9600, data bits 8, parity none, stop bits 1) and reboot the FortiMail unit.

Yes: Proceed to the next section.

Console Text

  1. Do you see a console message?

    NO: Go to the next section.
    YES: Ensure your console communication settings are correct. Check the FortiMail QuickStart Guide for settings specific to your model.

  2. Are the console messages incoherent?

    NO: Your problem should be fixed. If not, contact customer support.
    YES: Ensure your console communication settings are correct for your unit. Check the FortiMail QuickStart Guide for system specific settings.

  3. Do the console messages stop before the prompt: Press Any Key to Download Boot Image?

    NO: Follow the console instruction Press any key to download Boot Image and go to the next step.
    YES: Proceed to the Defective FortiMail Unit section.

  4. Do you see one of the following messages when pressing a key?

    [G] Get Firmware image from TFTP server
    [F] Format boot device
    [B] Boot with backup firmware and act as default
    [Q] Quit menu and continue to boot with default firmware
    [H] Display this list of options

    NO: Ensure your serial communication parameters are set to no flow control, check that the correct baud rate is set. Change settings if needed and reboot the unit.
    YES: Proceed to the Defective FortiMail Unit section.

  5. Did the reboot fix the problem?

    NO: Proceed to the Defective FortiMail Unit section 

Visible Power Problems

Do you have a visible power problem?

  1. Is the LED light on the FortiMail unit on?

    NO: Ensure the power is on.
    YES: Continue

  2. Are you using an external power adapter?

    NO: Proceed to the Defective FortiMail Unit section.
    YES: Replace the power adapter.

  3. Is the power supply defective?

    NO: Proceed to the Defective FortiMail Unit section.
    YES: Replace the power supply and test again.

Defective FortiMail Unit

If you have followed the previous steps and have determined that there is a good chance your unit is defective, be sure to contact Fortinet customer support.

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