Troubleshooting Tip: FortiGate Serial number not showing under Product list in Support portal

In the Support portal, all of the active FortiGates should be visible under ‘Product List’.

If a certain FortiGate is not listed there, it could mean the status of the FortiGate has changed.

To check other lists, go to Services-> Asset Management on the Support Portal.
On the Navigation bar in the left, go to Products-> More Views
This will open a list of other options.

Here, check ‘Decommissioned Units’ and ‘Expired’ to see if the FortiGate Serial Number is listed there.
If it does show in the ‘Decommisioned List’, select the unit and select the ‘Move Back to Product List’ option.

After that, the unit will show in ‘Product List’.