What is Fortinet Support?

Fortinet is a company that provides cybersecurity solutions, including firewall software and hardware, VPNs, and other security tools. Fortinet Support is the customer service and technical support service provided by Fortinet to its customers. The support team can assist customers with a variety of issues related to Fortinet products, including installation, configuration, troubleshooting, and maintenance. Depending on the level of support purchased, customers may have access to different types of assistance, such as phone support, email support, or online chat support. Additionally, Fortinet may also provide access to a knowledge base, FAQs, and other resources to help customers resolve issues on their own.

Fortinet Products

What are commonly FAQs?

Fortinet Support typically receives a wide range of questions from customers, but some of the most common types of questions include:

  • Installation and configuration: Customers may need assistance setting up and configuring their Fortinet products, such as firewall software or hardware, VPNs, and other security tools. They might have question on how to connect and establish connectivity between different devices and networks.
  • Troubleshooting: Customers may encounter issues with their Fortinet products, and may need help identifying and resolving the problem.
  • Product compatibility: Customers may have question on which Fortinet product work well with other vendor products, whether it will be working fine with their existing setup or need specific configurational steps.
  • Software updates and upgrades: Customers may need assistance with updating or upgrading their Fortinet products, or want to know if their existing license will work with the new version.
  • Configuration changes: Customers may need assistance making changes to the configuration of their Fortinet products.
  • Reporting and Logging: Customers may have question on how to generate various report and how to track the log for troubleshoot and audit purpose.
  • Licensing and Renewal: Customer may want to know about the licensing details and how to renew it or upgrade it.

These are just a few examples of the types of questions that Fortinet Support may receive. Depending on the specific products and services offered by Fortinet, there may be other types of questions that customers ask as well.

Fortinet Support Fortigate Firewall

Common FAQs

What does a Fortinet do?

Fortinet is a company that provides cybersecurity solutions, including firewall software and hardware, VPNs, and other security tools. Fortinet’s products are designed to help organizations protect their networks and data from a wide range of cyber threats, including malware, hackers, and other forms of cybercrime.

The main purpose of Fortinet is to protect the organizations network, devices and data by providing various security features such as:

  • Firewall: Fortinet’s firewall products are designed to protect an organization’s network by controlling the flow of incoming and outgoing network traffic based on predefined security rules. This can help to block unauthorized access to the network and prevent hacking attempts and other types of cyber attacks.
  • Intrusion Prevention and Detection Systems (IPS/IDS): Fortinet’s IPS/IDS products are designed to detect and prevent malicious network activity, such as hacking attempts, malware infections, and other types of cyber attacks.
  • Virtual Private Network (VPN): Fortinet’s VPN products allow organizations to securely connect remote users and devices to the network and to extend the network to other sites.
  • Advanced threat protection: Fortinet provides a range of products to detect and prevent advanced threats, such as APT and malware, by using techniques like Sandboxing and threat intelligence.
  • Web filtering: Fortinet’s web filtering products are designed to control access to websites and web-based content, such as social media sites, based on predefined categories and policies, and can also be used to block inappropriate websites and other types of unwanted content.
  • Email security: Fortinet’s email security products are designed to protect an organization’s email system from a wide range of threats, such as spam, phishing, and malware.
  • Network Access Control (NAC): Fortinet’s NAC products are designed to control access to an organization’s network based on predefined policies and can also be used to enforce security compliance.

This is not an exhaustive list and Fortinet provides many more features and solutions, but it gives an idea of the main functionalities that Fortinet provides. The main goal of Fortinet is to provide comprehensive security to organizations by providing a range of products that can protect their networks and data from cyber threats.

How do I download firmware from Fortinet support?

To download firmware from Fortinet Support, you will first need to have a valid Fortinet Support account. Once you have an account, you can follow these steps to download firmware for your Fortinet device:

  1. Log in to the Fortinet Support portal using your account credentials.
  2. Navigate to the “Downloads” section of the website. This is typically located in the top navigation bar.
  3. Select the specific product or device for which you want to download firmware. For example, if you have a Fortinet FortiGate firewall, you would select “FortiGate” from the product list.
  4. Locate the “Firmware” section on the product page.
  5. Here you will find the various version of firmware available for the selected device, and select the firmware version that you want to download.
  6. Click on the “Download” button next to the firmware version to start the download.
  7. Before uploading the firmware to your device, be sure to check the release notes and follow the upgrade guide to avoid any potential issues.

It’s important to note that some devices may have specific requirements for firmware updates such as latest version of FortiOS and also might need a valid support contract. Additionally, be sure to backup the configs of the devices before uploading the new firmware.

How do I unblock YouTube on Fortinet?

There are several ways to unblock YouTube on a Fortinet firewall. One way is to configure the firewall to allow access to the YouTube website and/or IP addresses. Here are the general steps you can take:

  1. Log in to the Fortinet firewall’s web-based management interface using an administrator account.
  2. Navigate to the “Policy & Objects” or “Firewall” section of the interface.
  3. Create a new firewall policy that allows traffic to the YouTube website or IP addresses.
  4. In the policy configuration, set the source and destination IP addresses, and the protocol and ports used by YouTube. The destination IP addresses can be obtained by doing a DNS lookup of the youtube.com domain.
  5. On the Action section of the policy, Select Allow instead of Block.
  6. Add the new policy to the firewall’s security policy list and make sure that the policy is higher in priority than the other policies that are blocking YouTube.
  7. Save the changes and apply the new security policy.


Another way to unblock YouTube is to use a FortiGuard Web Filter.

  1. Go to Security Profiles in the web-based interface.
  2. Click on Web Filter.
  3. Select the desired profile and go to the Sites tab
  4. Select the blocked category that includes YouTube, you can select “Social Networking” for instance.
  5. Click on Edit button on the top right corner
  6. Select YouTube from the blocked sites, and click on Remove.
  7. Save the changes.

Additionally, you can also create a new Web Filter profile and specify the YouTube website as an allowed site. Then you can assign this profile to the security policy that is blocking YouTube.

There are a few other options you can consider to unblock YouTube on a Fortinet firewall:

  • Use a proxy server: A proxy server can be used to access blocked websites by routing your traffic through a different IP address. There are many free proxy servers available online, but keep in mind that using a proxy server may slow down your internet connection and may also not provide a secure connection.
  • Use a virtual private network (VPN): A VPN can also be used to bypass firewall restrictions and access blocked websites. VPNs encrypt your internet traffic and route it through a VPN server located in a different location, which can make it appear as though you are accessing the internet from that location. Keep in mind that when using a VPN, the traffic will be encrypted and the organization won’t be able to see the actual content but they will still be able to see the encrypted data.
  • Use browser extensions: There are browser extensions that can be used to access blocked websites, such as Hola and ZenMate. These extensions allow you to change your IP address and access blocked websites by routing your traffic through a different location.

It’s always recommended to have a test plan and test the access after making any changes, to ensure it’s working as expected and also keep an eye on the logs and monitoring the traffic to check if there is any unusual traffic pattern and also use the best practices to avoid any security breach.

How can I access software updates and upgrades for my Fortinet products?

You can access software updates and upgrades for your Fortinet products through the Fortinet Support site by logging in with your account. You can also check for updates directly from the device or FortiGate device by going to System > Dashboard > Status, on the top right corner there is an upgrade button you can use to check and apply firmware updates.

What do I need to have ready when I contact Fortinet support?

When you contact Fortinet support, you should have the following information ready:

  • Your Fortinet product and version number
  • Your support contract number
  • A detailed description of the issue you are experiencing
  • Any relevant log files or error messages
  • Steps you have already taken to try and resolve the issue

How do I open a Fortinet support ticket?

What are the type of Fortinet Support?

Fortinet offers a variety of support options to help customers get the most out of their Fortinet products. Some of the different types of support that Fortinet provides include:

  1. Technical Support: This is the primary form of support offered by Fortinet, and it provides customers with access to Fortinet’s team of technical experts who can assist with troubleshooting and resolving technical issues. Technical support can be provided through email, phone, or online web form.
  2. Software Updates and Upgrades: Fortinet regularly releases software updates and upgrades to its products, which can include new features, bug fixes, and security enhancements. Customers with an active support contract can access these updates through the Fortinet Support site.
  3. Online Resources: Fortinet provides a variety of online resources to help customers learn more about their products and troubleshoot issues. These resources include the Fortinet Knowledge Base, which contains a wide range of articles and guides on various topics, and the Fortinet Community, which is a forum where customers can ask questions and share information with other Fortinet users.
  4. Training and Certification: Fortinet provides a range of training and certification options to help customers gain the knowledge and skills they need to effectively manage and maintain their Fortinet products. These options include instructor-led training, online training, and self-paced e-learning.
  5. Professional Services: Fortinet professional services are a set of advanced technical assistance, and consulting services provided by Fortinet experts to help customers to design, implement and optimize their security solutions. This services could be in form of remote or on-site assistance.
  6. Advanced Replacement: This service is a part of the Fortinet’s support offering which accelerates the replacement of Fortinet hardware devices with a pre-configured replacement unit minimizing the device downtime.

Note that availability of certain types of support may vary depending on the specific Fortinet product and the level of support that the customer has purchased.