I have been putting off upgrading one of our Fortinet 300C’s firmware and it came back to bite me yesterday.
While troubleshooting a IPVPN/MPLS issue, I logged into a 300C in one of our data centers and notice the CPU usage was at 100%. I am running 4.0.15 on a FGT 300C which is way behind. I looked at the processes and noticed SQLDB was taking up 85% of the CPU. Not good. Seeing as I have 24×7 support on this box, I called into Fortinet Support to test drive their response. We are looking at migrating our primary data center’s prod firewalls from a pair of Sonicwall E5500’s to a pair of Fortinet 800C’s and I wanted to see how their support for larger firewalls is.
I called the 800 # and spoke with a person within 2 minutes. They then transferred me to an engineer. I had to wait 5 – 7 minutes and then was connected. Once I told him the problem, he sent over a remote support session and took care of the issue within 10 mins. Here are the transcripts from the support session.
It was nice talking to you. Summery of our conversation
– You had issue that CPU usage was 100%. You were running 4.0.15 on FGT 300C
– We did remote session and saw that sqldb process was consuming around 90%
– Checked your logging settings and you were logging in disk
– We disable disk logging by following
config log disk settings
set status disable
end
– Checked system status by following commands and it was back to normal
get system status
get sys performance status
diag system top
– I suggested you to upgrade FGT to at least 5.0.9 and follow release notes I am glad that your
issue has been resolved and as per our discussion I will go ahead and close this ticket.
I was very pleased to see the quick response and resolution from Fortinet on this issue.
-Colin 2/21/15
Colin Weiner - East Side - West Side 