Troubleshooting

This section includes:

About contacting FortiMail Workspace Security Support

If you need assistance with FortiMail Workspace Security, you can contact FortiMail Workspace Security Support. When you contact FortiMail Workspace Security Support, a support request will be opened in the FortiMail Workspace Security support portal, the portal that is used to manage service requests.

Note: You can register with the FortiMail Workspace Security support portal to gain access to the portal. This will enable you to more easily track and monitor your support requests.

For information on how to request help with a specific scan, see Requesting an investigation.

How to contact FortiMail Workspace Security Support

To contact FortiMail Workspace Security Support, use the "Support" or "Contact Support" icons of the FortiMail Workspace Security banner [see below]. This will send an email to FortiMail Workspace Security Support - and open a support request.

Note:

If you are experiencing issues with a specific page in FortiMail Workspace Security, navigate to that page, and then open the support request from there. Relevant information about your location in FortiMail Workspace Security will be included in the support request, and sent to FortiMail Workspace Security Support. This added information will help FortiMail Workspace Security Support to resolve the issue.

  1. FortiCloud users: On the left of the FortiMail Workspace Security banner, click the "Support" icon, and then under "FortiCare", click "Contact Support".

    FortiMail Workspace Security users: On the right of the FortiMail Workspace Security banner, click the "Contact Support" icon [].

  2. The "Contact Support" dialog box will open.

  3. Follow the online directions, and describe the issue.

  4. Click Send.

    • An email will be sent to FortiMail Workspace Security Support, and a support request will be opened.

    • FortiMail Workspace Security Support will respond to your request as soon as possible.

Accessing the FortiMail Workspace Security support portal

You can use the FortiMail Workspace Security support portal to open support tickets and track their status.

You'll need to register with the FortiMail Workspace Security support portal before you can access the portal. For the registration procedure, see Registering with the FortiMail Workspace Security support portal below.

To access the FortiMail Workspace Security support portal:

  1. Open the FortiMail Workspace Security support portal at support.perception-point.io

  2. Click Login.

  3. Enter your name and password.

  4. Click Login.

  5. In the support portal toolbar, click Tickets. All your open tickets will be listed.

    Use the available controls to view and manage your tickets.

Registering with the FortiMail Workspace Security support portal

You'll need to register with the FortiMail Workspace Security support portal before you can access the portal.

Once you register, you'll have access to the support portal. You can then use the portal to open support tickets and track their status.

To register with the FortiMail Workspace Security support portal [Freshdesk]:

  1. Open the FortiMail Workspace Security support portal at support.perception-point.io

  2. Click Sign Up.

  3. Enter your name, and the email address that you use to access FortiMail Workspace Security.

  4. Click Register.

Other troubleshooting topics

Maybe one of these troubleshooting topics will be helpful...

See also: