Technical Tip: FortiCare Support is showing as not registered
| Description | This article describes how to fix an error where FortiCare support on the GUI dashboard is showing as not registered, even though registration has been done from the support portal and can connect to the FortiGuard Server. |
| Scope | FortiGate. |
| Solution | For the newly purchased licensed or replacement device, FortiGate will update and connect to the FortiGuard server and pull the license entitlement and FortiCare Support agreement. However, there are instances where the FortiCare Support License shows 'Not Registered' on the FortiGate GUI even though registration has been made.
Run the debug log and check the potential cause:
diagnose debug disable
This is the sample output of the error that may be found in FortiGate update logs.
installUpdatePackage[1227]-Online Update freezed, expiry=661eb6e8, current=661ead44
To fix this issue, a reboot must be done on the FortiGate and re-execute the FortiGuard/FortiCare force update.
diagnose debug disable
If the issue is not yet resolved, perform a re-install of the firmware in the instance, as the Fortinet certificate bundle may not have been installed correctly during the last update or during installation of the firmware.
As of FortiOS v7.2.0+, the option to manually upload a license file has been added. Navigate to System -> FortiGuard and select the 'Upload License File' button.
In the CLI, run the following command:
execute restore manual-license {ftp | tftp} <license file name> <server> [args]
For information on how to download the license file for uploading, see Technical Tip: How to update the license for FortiGate in Transparent mode without internet (offline).
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