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sisrayilov
Staff
sisrayilov
September 4, 2025

Troubleshooting Tip: FortiAuthenticator displays a '500 Internal Server Error' error when configured to deliver a token code by SMS to users

  • September 4, 2025
  • 0 replies
  • 695 views
Description

 

This article describes an issue that occurs during the token assignment to a local user and delivery option set as SMS where the SMS delivered with the activation code, but a 500 Internal Server Error is received on the GUI page.

 

Scope

 

FortiAuthenticator.

 

Solution

 

The following error message may appear on the FortiAuthenticator GUI page right after assigning a token to a local user, selecting the delivery method as SMS, and saving the settings.

error.png

 

In that case, the token will not be assigned to the user, and even though logs will show that the SMS was sent correctly. To solve it, it is necessary to reduce the 'FortiToken Mobile Activation SMS Message' default replacement message context to 269 characters or below. The reason is that FortiGuard cannot send messages that are longer than 269 characters.

message edit.png

 

After the modification of the mentioned replacement message, the delivery procedure will work as expected. 

Note: This is a known issue reported with engineering ticket 1006481 and it will be resolved in FortiAuthenticator version 6.6.7 and 8.0.0.

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