Css registration guide

TM

FortiCare Global Customer Support Services

CSS Registration Guide

v2.1 : June 2011

CSS
Registration
Guide

TABLE OF CONTENTS
1.

ACCOUNT MANAGEMENT ....................................................................................................................................... 3
1.1.
1.2.
1.3.
1.4.
1.5.
1.6.
1.7.
1.8.
1.9.

2.

NEW SUPPORT ACCOUNT .......................................................................................................................................3
LOG IN TO SUPPORT ACCOUNT ...............................................................................................................................5
VIEW AND EDIT A SUPPORT ACCOUNT ...................................................................................................................6
CREATE A SUB ACCOUNT(S) ....................................................................................................................................8
VIEW AND EDIT A SUB-ACCOUNT..........................................................................................................................12
CHANGE PASSWORD - MAIN ACCOUNT ................................................................................................................14
CHANGE PASSWORD – SUB ACCOUNT(S) ..............................................................................................................16
RECOVER A LOST ACCOUNT ID ..............................................................................................................................18
RECOVER A LOST PASSWORD ................................................................................................................................20

PRODUCT AND LICENSE REGISTRATION ................................................................................................................. 21
2.1.
2.2.
2.1.
2.1.
2.1.
2.1.
2.2.
2.1.
2.2.
2.3.
2.4.
2.5.
2.6.
2.7.
2.8.
2.9.
2.10.
2.11.

REGISTER A PRODUCT ...........................................................................................................................................21
LOCATE YOUR FORTINET PRODUCT(S) ..................................................................................................................25
ADD OR RENEW A SUPPORT CONTRACT ...............................................................................................................29
PREMIUM SUPPORT CONTRACT REGISTRATION...................................................................................................33
REGISTER A PRODUCT AFTER AN RMA PARTS REPLACEMENT ..............................................................................36
FORTICLIENT REGISTRATION .................................................................................................................................41
FORTICLIENT RENEWAL CONTRACT REGISTRATION .............................................................................................45
VDOM LICENSE REGISTRATION .............................................................................................................................50
FORTICLIENT CONNECT (FCC) REGISTRATION .......................................................................................................53
FORTICLIENT CONNECT (FCC) LICENSE UPGRADE .................................................................................................58
CHASSIS REGISTRATION ........................................................................................................................................64
LINK A CHASSIS TO ITS CONTAINED DEVICE(S) AFTER REGISTRATION...................................................................67
MODULE REGISTRATION .......................................................................................................................................71
LINK A MODULE TO ITS CONTAINED DEVICE(S) AFTER REGISTRATION .................................................................73
FORTIGATE–ONE REGISTRATION ..........................................................................................................................75
REGISTER A VM PRODUCT .....................................................................................................................................76
UPDATE THE IP ADDRESS OF A VM SERVER AND RETRIEVE THE NEW LICENSE FILE .............................................. 80
FORTIMANAGER VM LICENSE UPGRADE ...............................................................................................................83

3.

FORTIGUARD TRIAL ACTIVATION ........................................................................................................................... 86

4.

ASSET MANAGEMENT ........................................................................................................................................... 87
4.1.
4.2.

VIEW DETAILS OF A PRODUCT ...............................................................................................................................87
RUN REPORTS ON YOUR REGISTERED PRODUCTS.................................................................................................89

2

1. ACCOUNT MANAGEMENT
1.1.

NEW SUPPORT ACCOUNT

Please start a web browser and connect to https://support.fortinet.com, under New Account click Sign Up

Proceed to enter the contact information in the related fields and click Next

3

Verify that all details entered are correct at the point of account creation, and click Confirm

A new support account is created; click Finish to proceed to login page
DISCLAIMER: FORTINET SUPPORT CENTRES PROVIDE ASSITANCE IN ACCORDANCE TO COUNTRY SELECTED
DURING CREATION OF SUPPORT ACCOUNT

4

1.2.

LOG IN TO SUPPORT ACCOUNT

Please start a web browser and connect to https://support.fortinet.com, under Existing Account enter account
id and password click Log In to proceed to services page
NOTE: LOG IN IS REQUIRED FOR ALL SERVICES AS THE FIRST STEP EXCEPT FOR RECOVER A LOST ACCOUNT ID
AND RECOVER A LOST PASSWORD AS LISTED IN TABLE OF CONTENTS

5

1.3.

VIEW AND EDIT A SUPPORT ACCOUNT

Log in and click My Profile at the top right hand corner of the page

Select Edit Profile
6

You may make changes to contact information, once done click Update Profile and the changes are reflected
as shown below

7

1.4.

CREATE A SUB ACCOUNT(S)

A main account holder can create sub-account(s) has full control in editing and permitting users to have full or
limited access. It is essential to verify email address for errors when creating sub- account(s)
Upon creation of the sub account(s) an email is generated with a link to activate the account


8

Select Create a Sub-Account

9

New Sub-Account(s)
Enter contact information
Permissions
A main account holder enables permissions, for sub account(s) in creating and editing tickets of
specific type.
Customer Service for requests related to contract management, customer accounts & product
registration/transfer
Technical Assistance for technical requests
DOA for DOA requests
RMA for RMA requests
Notify the master account of ticket updates
With this feature enabled an alert is sent to the main account holder on entries made in tickets related
to sub account(s)
10

Send renewal notices
A reminder to renew the support contract is sent to the registered email address
Can create sub-accounts(s)
Sub account holders can create sub account(s) and is only available when Full Access is selected
Access
Full Access: Users are able to view the entire list of products registered under main account, create
tickets, download Firmware updates, register new product and renew support contracts. Fortinet
Regional Tech Support Center would be their point of contact
Limited Access: Users are able to view only products related to sub-account(s), create tickets,
download Firmware updates and renew support contracts. Fortinet Regional Tech Support Center
would be their point of contact
Access List
A List of products under main account is displayed select serial no for sub-account(s) creation and
check the box next to it, proceed to click Add to confirm selection
Sub-Account
Name of the Company or User
Description
Description for this sub-account

Proceed to enter above information in the related fields and click Add. A new sub-account is created

11

1.5.

VIEW AND EDIT A SUB-ACCOUNT


12

Select the sub-account as shown to edit

A main account holder can edit a sub-account and set or remove permission, in order to remove the
permission shown in this example: uncheck the selected category. Select Update for changes made to be
reflected, Reset Password where an email with link to reset is sent to sub-account holder and Delete to
remove the sub-account access from main account.
NOTE : MAIN ACCOUNT HOLDER HAS TO ENTER THEIR OWN PASSWORD BEFORE ANY EDITING CAN BE
CONFIRMED

13

1.6.

CHANGE PASSWORD - MAIN ACCOUNT


Select Change Password
14

Proceed to enter old password, new password & confirm new password click Update for changes made to be
reflected, password change successful

15

1.7.

CHANGE PASSWORD – SUB ACCOUNT(S)


16

Proceed to enter old password, new password & confirm new password click Update for changes made to be
reflected, password change successful

17

1.8.

RECOVER A LOST ACCOUNT ID

Please start a web browser and connect to https://support.fortinet.com, select Forgot Your Account Id

Proceed to enter a registered product serial no., if available and enter information requested in the box shown
in the screen shot, click Submit

18

Your request is submitted successfully, and a web ticket created for customer service to follow-up

19

1.9.

RECOVER A LOST PASSWORD

Please start a web browser and connect to https://support.fortinet.com, select Forgot Your Password

You would need to enter the registered account id shown in the screen shot, an email with a link is sent to the
registered account id to reset password , however if account id is forgotten, click Forgot Your Account Id

20

2. PRODUCT AND LICENSE REGISTRATION
All Fortinet product and license registrations come under this topic, however it excludes those that have their
own section as shown listed in the table of contents

2.1.

REGISTER A PRODUCT

Log in and under Asset Management, click Register/Renew

Proceed to enter a serial no., to start registration in the box, click Register

21

Support Contract No.
If you have purchased a support contract for this product, you may register it now or later
Product Description
Identification for your product (ie: company name)
Your Fortinet Partner
You may select your reseller from the drop down list if known otherwise apply as unknown, click Next

Proceed to scroll down, click Agree
22

Review the entitlement carefully this is the final step in registering a product, click Complete Registration
otherwise Cancel

23

If you have more units to be registered, click Register More otherwise click Finish to complete product
registration

24

2.2.

LOCATE YOUR FORTINET PRODUCT(S)

All products by default are considered to have the same address as the one specified in your profile.
Product location is a feature which enables the change of registered address of selected unit to a new address.

Log in and under Asset Management, select Manage/View Products, and click serial no, for which you want
to set an address

25

You would need to select Product Location

26

Location update shows registered address of the unit, however the current location is undefined select Add a
New Address and input the required address. If you wish to use the new address for other units, check Save
and click Update, otherwise just click Update

27

Current Location displays the new address of the unit

28

2.1.

ADD OR RENEW A SUPPORT CONTRACT

Log in and under Asset Management, select Register/Renew

Proceed to enter support contract code to renew service, click Register

29

Enter serial no in the box or select the serial no from the list as shown in the screen shot, click Register


30

Review the entitlement carefully this is the final step in registering a contract, click Complete Registration
otherwise Cancel

31

If you have more contracts to be registered, click Register More otherwise click Finish to complete contract
registration

32

2.1.

PREMIUM SUPPORT CONTRACT REGISTRATION

Premium Support Contract must be registered against a single Support Account through Fortinet Support Web
Portal, contract should not be registered against a Sub-Account

Log in and under Asset Management, click Register/Renew. Proceed to enter 12 digit contract no. of the
Premium Support Contract, click Register



33

Review the entitlement carefully this is the final step in registering a contract, click Complete Registration
otherwise Cancel

If you have more contracts to be registered, click Register More otherwise click Finish to complete Premium
Support contract registration

34

After a Premium Support contract has been registered against your account, an additional View Account
Services option is visible when Asset Management is clicked as shown in the screen shot above

Proceed to click View Account Services a detailed display of your Premium Support Contract is available

35

2.1.

REGISTER A PRODUCT AFTER AN RMA PARTS REPLACEMENT

All replacement units must be registered on the Fortinet support site following an RMA parts replacement.
This ensures that the account installed base maintains up to date warranty, support and contract entitlement
is transferred from defective unit to the replacement unit
RMA transfer process will update all linkages for container/contained devices (Chassis, Blades and Modules)
Replacement parts may be registered by either starting with the registration of the replacement unit
(recommended) or by first identifying the unit that has been replaced
Here are 2 options to register a product after RMA Parts Replacement
Option 1: Register replacement unit then identify defective unit


36

Proceed to enter a serial no., of the replacement unit/part click Register

Enter serial no. of the replacement unit or select the serial no. from the list, click Replace
NOTE : IF THE PRODUCT REGISTRATION PAGE IS DISPLAYED AT THIS POINT (INSTEAD OF THE RMA
REPLACEMENT PAGE) IT IS BECAUSE THE SERIAL NUMBER THAT HAS BEEN ENTERED HAS NOT BEEN
IDENTIFIED AS A REPLACEMENT RMA PART. ENSURE THAT THE CORRECT SERIAL NUMBER HAS BEEN
ENTERED, IF NECESSARY PLEASE CREATE A REGISTRATION ASSISTANCE WEB TICKET FOR HELP

37

If you have more units to be registered, click Register More otherwise click Finish to confirm registration and
transfer of any related contracts from defective unit to the replacement unit

38

Option 2: Identify defective unit & register replacement unit

Log in and under Asset Management, select Manage/View Products

Proceed to select the serial no., of defective unit from the list
39

NOTE : SERIAL NUMBER OF THE DEFECTIVE UNIT CAN BE SEARCHED FROM THE LIST OF CURRENTLY
REGISTERED PRODUCTS

Select Serial Number (RMA transfer), enter the replacement serial no., and click Replace to confirm
registration and transfer of any related contracts from defective unit to the replacement unit

40

2.1.

FORTICLIENT REGISTRATION


Proceed to enter the FortiClient license number, click Register

41

If you have existing FortiClient products, the system will ask whether you wish to renew an existing product or
register an additional FortiClient product, click Register
In case the FortiClient product is being registered for the first time, the system will propose the screen below:

Product Description
An identification for your product (i.e.: FortiClient)

42


43

Review the entitlement carefully this is the final step in registering a product, click Complete Registration
otherwise Cancel

If you have more units to be registered, click Register More otherwise click Finish to complete FortiClient
registration a serial no, and license key is available

44

2.2.

FORTICLIENT RENEWAL CONTRACT REGISTRATION


45

Proceed to enter the FortiClient renewal contract number, click Register

If you have existing FortiClient products, the system will ask whether you wish to renew an existing product or
register an additional FortiClient product, click Register

If Renew is clicked a list of existing FortiClient products is displayed and you may select the serial no, to add
license renewal as shown

46


47

Review the entitlement carefully this is the final step in registering a renewal contract, click Complete
Registration otherwise Cancel

48

If you have more renewal contracts to be registered, click Register More otherwise click Finish to complete
FortiClient renewal contract registration

49

2.1.

VDOM LICENSE REGISTRATION

Log in and under Asset Management, select Manage/View Products

Select a serial no., to register the VDOM
50

Proceed to enter VDOM License No and VDOM License Confirmation No., click Register

VDOM license no., license key and VDOM quantity is displayed, VDOM registration is complete
NOTE : IN CASE OF RMA, A NEW VDOM LICENSE KEY IS GENERATED UPON REGISTRATION OF THE
REPLACEMENT SERIAL NUMBER
52

2.2.

FORTICLIENT CONNECT (FCC) REGISTRATION

FCC license should be applied to a FortiGate product. There are 2 types of license:
•

Full Licenses
These can only be applied to products which do not have existing FCC licenses

•

Upgrade Licenses
Theses should be applied to products with existing FCC license(s)


53

Enter the FCC registration key for a full license click Register

Enter or select the serial no, from the product list which the FCC license should be applied to as shown in the
screen shot then click Register

54

If you have more FCC license to be registered, click Register More otherwise click Finish to complete FCC
license registration

55

Select Manage/View Products and click at the serial no., of the FCC license as shown in screen shot

56

Product information page is displayed with registered FCC Licenses number and a License File Download link.
Proceed to click the link to download the key
NOTE : IN CASE OF RMA, A NEW LICENSE KEY IS GENERATED UPON REGISTRATION OF THE REPLACEMENT
SERIAL NUMBER

57

2.3.

FORTICLIENT CONNECT (FCC) LICENSE UPGRADE

Here are 2 options to register a FCC upgrade license
Option 1: Register FCC upgrade license via Register/Renew


Proceed to enter the FCC upgrade registration key for a full license click Register

58

Please enter or select the serial no, from the product list which the FCC upgrade license should be applied as
shown click Register

59

If you have more FCC upgrade licenses to be registered, click Register More otherwise click Finish to complete
FCC upgrade licenses registration

60

Option 2: Register FCC upgrade license via Manage/View Products

Select Manage/View Products and click at the serial no, of the FCC upgrade license as shown in the screen
shot

61

Product information page is displayed click “Add FortiClient Connect License” link on the left side menu

62

FortiClient Connect Registration is displayed with the upgraded Connection Count as shown in the screen shot

63

2.4.

CHASSIS REGISTRATION

Log in and under Asset Management, select Register/Renew then enter the Chassis serial no., click Register

Product Description
Available Device(s) to contain
This feature will only be displayed, if there is an existing Fortiblade device to contain registered under
this account as shown in the screen shot. Proceed to check the box next to serial no. this links to the
chassis, click Next

64


65

registration

66

2.5.

LINK A CHASSIS TO ITS CONTAINED DEVICE(S) AFTER REGISTRATION

Log in and under Asset Management, select Manage/View Products, and click serial no,. of Chassis as shown
in the screen shot

67

Select Link Devices as shown in the screen shot

68

Proceed to check the box next to serial no., click Add Contained Items to link it to the Chassis

69

In order to delete select Link Devices check the box next to serial no., click Delete Contained Items

70

2.6.

MODULE REGISTRATION

Log in and under Asset Management, select Register/Renew then enter the Module serial no., click Register

Product Description
Identification for your product (ie: Module#1 is used in the example shown in the screen shot)
Available Device(s) to contain
This feature will only be displayed, if there is an existing container device for the module that is
registered under this account as shown in the screen shot. Proceed to check the box next to serial no.
this links to the module, click Next

71


registration
72

2.7.

LINK A MODULE TO ITS CONTAINED DEVICE(S) AFTER REGISTRATION

Log in and under Asset Management, select Manage/View Products and click serial no., of Module as shown
in screen shot

Select Link Devices as shown in the screen shot
73

Proceed to check the box next to serial number, click Update Container Item to link it to the Module

In order to remove the link select module serial no. from product list, select Link Devices and click Un-link
74

2.8.

FORTIGATE–ONE REGISTRATION

FortiGate-One is a software sold by Fortinet that runs on Hewlett Packard ProCurve zl module switches.
Customers receive a Customer Licence Registration Card from Fortinet with registration instructions for
Hewlett Packard ProCurve zl module switches and Fortigate-One.
Example of Customer License Registration Card shown below:-

FortiGate-One registration is done at https://support.fortinet.com
Registration of the FortiGate-One product is similar to all Fortinet products (refer to 2.1):
• The serial number to type in is the 10 digits serial number from HP (SGxxxGGxxx)
• Upon registration of this 10 digits serial number, Fortinet system will add a 6 digits prefix FGTPC1
This will result in a FortiGate-One serial number in the format FGTPC1SGxxxGGxxx.

75

2.9.

REGISTER A VM PRODUCT


Proceed to enter the license registration code and click Register

76

Support Contract No.
If you have purchased a support contract for this product, you may register it now or later
Product Description
IP address (only for FortiManager-VM and FortiAnalyzer-VM)
This field refers to the IP address of your VM server which will be required in order to generate the
license file. In case the IP address is unknown at the time of registration, the field should be left blank
and the IP address information be updated later.

77


If you have additional Fortinet - VM licenses, click Register More otherwise click Finish to complete the
registration
78

Select Manage/View Products under Asset Management and click at the Fortinet - VM serial no., from the
product list

Product information page is displayed with registered Active Licenses number and a License File Download
link. Proceed to click the link to download the key
79

2.10.
UPDATE THE IP ADDRESS OF A VM SERVER AND RETRIEVE THE NEW
LICENSE FILE
The IP Address information for the VM server can be updated up to 5 times

Select Manage/View Products under Asset Management and click at the Fortinet - VM serial no., from the
product list

80

The Product information page is displayed with a link Add IP Address if the IP address was not specified
Otherwise, click IP Address link on the left hand side menu to specify a new IP address

81

Enter the IP Address and click Update. Then click on License File Download to retrieve the license file.
A message is displayed to indicate the number of IP address changes allowed
“You can update IP Address for 10 times”

82

2.11.

FORTIMANAGER VM LICENSE UPGRADE


Proceed to enter the add - on license registration code and click Register

83

Enter or select the serial no., from the product list which the FortiManager VM upgrade license should be
applied then click Register


84

If you have more FortiManager - VM licenses upgrade, click Register More otherwise click Finish to complete
FortiManager - VM licenses registration

85

3. FORTIGUARD TRIAL ACTIVATION
FortiGuard trial services are available for all FortiGate products which have FortiCare only. Customers have
the option of selecting one or all FortiGuard services for a trial period of 30 days upon activation at the
support site.
Log in and under Asset Management, click Manage/View Products and select a serial number from the
Product List.
Then click FortiGuard Trial to choose the services you wish to evaluate.

86

4. ASSET MANAGEMENT
4.1.

VIEW DETAILS OF A PRODUCT

Log in and under Asset Management, click Manage/View Products

87

Select a serial no from the Product List as shown in the screen shot

Product information displays current support coverage

88

4.2.

RUN REPORTS ON YOUR REGISTERED PRODUCTS

Log in and under Asset Management, click Manage/View Products.
Proceed to use product search for one or more criteria, a predefined format is chosen in example shown:
Basic View, select Export to Excel or Export to CSV at the right of the screen to obtain the reports

89

GLOBAL HEADQUARTERS
Fortinet Incorporated
1090 Kifer Road, Sunnyvale, CA 94086 USA
Tel +1-408-235-7700
www.fortinet.com/sales

EMEA SALES OFFICE-FRANCE
120 Rue Albert Caquot,
06560 Sophia Antipolis, France
Tel+33-4-8987-0500

90

APAC SALES OFFICE – HONG KONG
Room 2429-2431, 24/F Sun Hung Kai Centre
No.30 Harbour Road, WanChai, Hong Kong
Tel+872-3171-3000

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