Technical Tip: FortiGate in HA mode unable to connect to FortiToken Cloud
| Description | This article describes an issue where a pair of FortiGate in HA mode cannot connect to FortiToken Cloud and the FortiGate GUI is showing as no license when trying to activate FortiToken Cloud. |
| Scope | FortiGate, FortiToken Cloud. |
| Solution | Example debug outputs from the CLI:
diagnose debug reset diagnose fortitoken-cloud debug enable diagnose debug enable
{"error_code": 403, "error_message": "Error ID: 86911c40-c8ed-401e-acf4-14f0d965809b, the sn FGT60FTKBBBBBBBB doesn't belong to the customer 1111111", "error_name": 403}
To stop debug:
diagnose debug disable diagnose debug reset
As shown in the debug the serial number FGT60FTKBBBBBBBB which is the secondary HA unit does not belong to the same FortiCloud account as the primary HA unit.
To resolve the issue, make sure both HA units are registered under the same FortiCloud account.
If FortiGate was transferred from another FortiToken Cloud account, make sure to delete it from the old account as mentioned in this article: Technical Tip: Unable to connect to FortiToken Cloud after moving FortiGate or FortiAuthenticator from old account to the new account.
Related articles: Technical Tip: How to provision FortiToken cloud Technical Tip: Verifying FortiToken Cloud Connection/Contract Information/Token Balance Technical Tip: The HA Cluster requirements Technical Tip: How to register and activate a FortiCloud account |
