Technical Tip: 'Could not retrieve FortiGate faceplate data' error on FortiGate Cloud
| Description | This article describes an error message, 'Could not retrieve FortiGate faceplate data', when accessing FortiGate Cloud. As a result, any attempt to load device information, such as the dashboard or interfaces, fails due to an expired session. |
| Scope | FortiGate Cloud. |
| Solution | When accessing the FortiGate Cloud dashboard or navigating between sections, the following error appears: 'Could not retrieve FortiGate faceplate data'.
This leads FortiGate Cloud to show empty device information, or it displays continuous loading animations.
The issue occurs because the FortiGate Cloud session timed out. After extended inactivity, the session becomes invalid, but the UI may still appear partially loaded. When the user attempts to retrieve any FortiGate data, the backend request is rejected due to session expiration.
To solve the issue, Reauthenticate to FortiGate Cloud.
After relogging in, the error no longer appears because the system now has a valid session.
Related article: Technical Tip: GUI faceplate of FortiGate fails to display while editing Interface Settings |
