Troubleshooting Tip: Getting an error message 'Something went wrong while retrieving. Please check your credentials and try again.'

If getting the error message 'Something went wrong while retrieving. Please check your credentials and try again', the sample message is as follows:

To resolve this issue, there are 2 options:

1. Check the network connectivity issue from EMS to support.fortinet.com to synchronize licenses. Ensure there is no deep inspection enabled on a relevant firewall policy.

EMS -> support.fortinet.com tcp/443 (Outbound).

Required services and ports - FortiClient 7.4.3 EMS quickstart guide

2. Manually upload the license file into EMS. This option can be used if the EMS is in an air-gapped environment.

Uploading a license file - FortiClient 7.4.0 EMS administration guide