Frequently Asked Questions
Intrusion Prevention
- How do I report
vulnerabilities in other vendors software or products?
If you have found a vulnerability in a third party product (non-Fortinet) please fill this form and provide some details about the software, device model etc. (such as software version, hardware model)
- How do I report
vulnerabilities in Fortinet's software or products?
If you have found a vulnerability in a Fortinet product please fill this form and provide details about the hardware model or software product. Please include information such as the model number, OS version, software version as applicable.
- Your signature is falsely
detecting my software, how to I request a signature review?
Please fill out this form and provide details about the software product including a download link, version number and any other relevent information.
- How do I report problems
with your intrusion prevention software/services?
Please fill out this form and provide details of the problem encountered. Please include the Fortinet hardware or software product used including model, os and/or software version number as appropriate.
Application Control
- I have a new version of
software. How do I submit it for revised coverage?
If you would like Fortinet to categorize your application, submit this form. Fortinet operators will review your request and respond in a timely manner
- How do I report problems
with your application control software/services?
Please fill out this form and provide details of the problem encountered. Please include the Fortinet hardware or software product used including model, os and/or software version number as appropriate.
Web Filtering
- How do I report an unrated
or incorrectly rated site?
Please fill out this form and suggest a category from the available web filtering categories. You may optionally provide a screen capture of block message. (add a link to the web filter categories page)
- How do I report problems
with your web filtering software/services?
Please fill out this form and provide details of the problem encountered. Please include the Fortinet hardware or software product used including model, os and/or software version number as appropriate.
Antivirus
- I found a suspicious file
on my computer, how do I report it?
If you discover a suspicious file on your machine, or suspect that a program you downloaded from the internet might be malicious you can scan it here. Use this form and enter the file name to be checked in the box to the right and it will automatically be uploaded from your computer to a dedicated server where it will be scanned using FortiClient Antivirus. A confirmation email will be sent to the provided email address containing the results of the scan.
- My software is being
falsely detected, can you examine it?
The form on this page can be used should a software author or company feel their product has been incorrectly classified as Spyware. Note that Fortinet uses the term "Spyware" as both a description of activity (see Spyware Classification and Terms) as well as a general term for potentially undesirable software that does not fall under the catagory of computer virus or trojan.
- I can't find a description
in your encyclopedia, can one be added?
Please fill out this form and provide details of the detection including the name and id number if available.
- How do I report problems
with your antivirus software?
Please fill out this form and provide details of the problem encountered. Please include the Fortinet hardware or software product used including model, os and/or software version number as appropriate.
- Instructions for submitting virus samples ?
Antispam
- How do I report a false
positive? The antispam service is detecting valid emails.
If you notice a false positive, a clean message marked as spam by FortiGuard AntiSpam Service, or if you believe an IP address, URL, or email address is blocked incorrectly, you can either:
- Check and submit the signature in Antispam service and provide details of the issue.
If you are the email sender who had an email message incorrectly blocked please send us the error message you received. The error message should look like the following:
mail.xxx.xxx #5.7.1 smtp;554 5.7.1 This message has been blocked because it contains FortiGuard - AntiSpam blocking URL/IP/Email/Hash(s).(black url/ip/email/hash xxx.xxx)
If you are a Fortinet customer please send us the AntiSpam log messages obtained from FortiGate, FortiClient or FortiMail, including your Fortinet product's serial number. The AntiSpam log from FortiGate should look like the following:
Feb 26 19:15:13 xx.xx.com date=2006-02-26 time=19:15:14 device_id=FGT-xxxxxxxxxxx log_id=xxxxxxx type=emailfilter subtype=smtp pri=notice vd=root src=xxx.xxx.xxx.xxx dst=xxx.xxx.xxx.xxx src_int=wan1 dst_int=internal service=smtp status=detected from="xxx@xxx.com" to="xxxx@xxx.net" msg="The email contains FortiGuard - AntiSpam blocking URL(s).(black url xx.xxxx.xxx)"
- How do I report problems
with your antispam software/services?
Please fill out this form and provide details of the problem encountered. Please include the Fortinet hardware or software product used including model, os and/or software version number as appropriate.
- How do I mark a message as
spam?
Submitted spam will be analyzed, and their signatures will be extracted to be added to our spam signature database. This helps to improve the FortiGuard AntiSpam detection and filtering for similar spam. We appreciate your submitted spam samples, but do not respond to them due to the high volume of submissions.
Submission Instructions:
For Microsoft Outlook:
Method 1:- Open Microsoft Outlook
- Create a new email to submitspam@fortinet.com
- Drag the message(s) you want to submit from the "message listing" pane into the body of the new message window you just created.
- Send the message.
Method 2:
Set Outlook to forward email as original attachment by
- In Outlook menu, click "Tools" -> "Options"
- In "Preference" tab, click "Email Options..." button in "Email" section
- In the drop-down section "When forwarding a message," choose "Attach original message text"
- Click "OK"
For Microsoft Outlook Express:
- Open Microsoft Outlook Express
- Right-click the message you want to submit, click "Forward As Attachment"
- Set submitspam@fortinet.com as the "To:" address
- Click "Send"
For Thunderbird/Mozilla/Netscape:
Method 1:
- Open Thunderbird/Mozilla/Netscape mail
- Create a new email to submitspam@fortinet.com
- Drag the message(s) you want to submit from the "message listing" pane into the 'attachment' area of the new message window you just created.
- Send the message
Method 2:
Set Thunderbird/Mozilla/Netscape to forward email as original attachment by- Click "Edit" -> "Preference"
- In Composition section, there is a drop-down option for "Forward messages". Choose "As Attachment".
- Click "OK"/"Close"
For Lotus Notes Client:
- Open Lotus Domio Client
- Open the spam email which would like to submit.
- From Menu View -> Show -> Page Source
- Select the entire page source and copy the selected content.
- Paste it to a notepad and save it as spamsample.eml.
- Create a new email with the spam email as an RFC-822 MIME encoded attachment.
- In the To box, type: submitspam@fortinet.com
- Send the message.
For Web Based Mail Clients:
If you are using web-based mail like yahoo or gmail, please forward the spam email as an attachment instead of inline text.
IP Geolocation
- Why do I see an IP being deployed in multiple locations? What is Anycast?
Anycast is a technology that consists of multiple different servers around the world with the same IP address. It typically routes the user's request to the closest available server, and multinational telecom providers often use it to reduce latency on global services.
Since anycast IPs have different physical locations for deployment, all of which are considered "correct" and none of them have priority, a single physical location is not very conclusive for the designated anycast IP in firewall policies. To address this, FortiOS provides an option to whitelist or blacklist all anycast IPs. This can be done by using the anycast flag setting in FortiOS. Additionally, the GeoDB shows the registration location of an IP as its default location if it's anycast. This feature enables users to configure firewall policies based on the generic GeoDB function.
Please refer to our TAC team or your local support engineer for assistance on the functions mentioned above.
- What is the physical location vs the registration location of an IP?
IP address ranges are publicly registered on internet registries (RIRs). This registration information, also known as WHOIS information, includes the country where the owning entity is headquartered. This country is considered the registration location of an IP block. However, multinational internet service companies often allocate their IPs to data centers around the world. As a result, the physical location of an IP may not necessarily match the registration information.
Our IP-Geolocation database by default displays and uses the physical location of an IP. Showing the actual geographic location of an IP is fundamental in various fields, including location-based services and malware detection. However, our database also includes the registration country data. FortiOS can be configured to use either the "physical location" or the "registration location" depending on your specific needs.
Please refer to our TAC team or your local support engineer for assistance on the functions mentioned above.
Miscellaneous
- Where can I provide some
feedback on the web site?
We would like to hear from you! Please use this form to let us know how you're liking the new beta of FortiGuard.
- How do I renew a
Fortiguard service?
For America, Australia, Canada and New Zealand, Click Here
For Asia Pacific Countries, Click Here
For Europe, Middle-East and Africa, Click Here
Please fill the form and provide details of the service you would like to renew. - I found a broken link on
this site, how do I report it?
Please fill out this form and provide details of the issue including the link that is unavailable.
- I'm having some problems
with the Fortiguard services, can I report the issue here?
Please fill out this form and provide details of the issue including the specific service(s) in question.
- I need some more information on a PSIRT advisory, who do I contact?
Please fill out this form and provide the link to the PSIRT advisory and list of details you would like more information about.
- How do I get more information about Fortinet Products and services?
- I'm having some license problems. Who do I contact?
- I'm having some product configuration issues. Can you help?
- I'm having some Internet Service Database issues, how do I report it?
Please fill out this form and provide application name, ip address and other necessary information.
- I'm having some IOC Service Database issues, how do I report it?
Please fill out this form and provide ip address, url or domain and other necessary information.
- I'm having some IP Geolocation Service Database issues, how do I report it?
Please fill out this form and provide ip address and other necessary information.
- I'm having some Malicious URL Database issues, how do I report it?
Please fill out this form and provide the url and other necessary information.
- I'm having some Safelist URL Database issues, how do I report it?
Please fill out this form and provide the url and other necessary information.
- I'm having some IoT Detection issues, how do I report it?
Please fill out this form and provide the MAC Address and other necessary information.
- I'm having some FortiWeb Application Security issues, how do I report it?
Please fill out this form and provide the url and other necessary information.
- Hit with a cyber attack,need emergency IR services?
Please use this form to request emergency IR services.