Define the problem

Before you can solve a problem, you need to understand it. Often this step can be the longest in this process. Before starting to troubleshoot a problem, answer these questions:

• Where and when did the problem occur?
• Has it ever worked before?

If the unit never worked properly, you may not want to spend time troubleshooting something that could well be defective.

• Where does the problem lie?

Be specific. Do not assume the problem being experienced is the actual problem. First determine if the FortiMail unit’s problem lies elsewhere before starting to troubleshoot the unit.

• Is it a connectivity issue? Can your FortiMail unit communicate with your network and the Internet? Is there connection to a DNS server?
• Is there more than one thing not working?

Make a list.

• Is it partly working? If so, what parts are working?

Make a list.

• Can the problem be reproduced at will or is it intermittent?

An intermittent problem can be difficult to troubleshoot due to the difficulty reproducing the issue.

• Are the servers covered by the policy working? Has a policy been disabled?

Check the status of the protected servers.

• Is your system overloaded?

View the System Resource on the dashboard.

• What has changed?

Do not assume that nothing has changed in the network. Use the FortiMail event log to see if something changed in the configuration. If something did change, see what the effect is when you roll back the change.

• After determining the scope of the problem and isolating it, what servers does if affect?

Once the problem is defined, you can search for a solution and then create a troubleshooting plan to solve it.