Troubleshooting Tip: Import FortiToken license, 'Internal server error', error: -7564
| Description | This article describes how to troubleshoot error -7564 (in the CLI) or an Internal server error (in the GUI) seen when activating a FortiToken Mobile. |
| Scope | FortiGate v6.x. to v7.6.x. |
| Solution | When importing the license from the GUI, the error 'Internal server error' may appear. Executing the token activation command from the CLI results in the following error.: import fortitoken license error: -7564.
Step 1. Collecting debug information is necessary to determine the cause of the issue and validate the token status.
Follow the guide and collect debug from this article: Troubleshooting Tip: Import FortiToken license, 'Internal server error', error: -7650
diagnose debug reset diagnose debug application forticldd -1 diagnose fortitoken debug enable
Result: ","tokens":null,"result":0,"error":{"error_code":14,"error_message":"forticare license expired"}}}
To stop debug logs:
diagnose debug disable diagnose debug reset
Next: exec fortitoken-mobile import EEEE-DDDD-CCCC-BBBB-AAAA <---- Where EEEE-DDDD-CCCC-BBBB-AAAA is a 20-digit license activation code.
Error that will appear:
ftm_fc_command[615]:received error from forticare [-7564]
Solution and explanation:
The error can happen because the FortiToken license is either expired or was never activated. Each FortiToken license must be activated within a specific validity period from the creation date. If activation does not take place within that period, the license becomes forfeited and can no longer be used. This status can be confirmed in the license certificate document.
For cases having expired or forfeited FortiToken licenses, there is no action to be taken by TAC. Fortinet TAC can only assist with collecting debug outputs, but the rest of the process is performed by Customer Services. The customer must contact Customer Services directly to address licensing status and next steps or their sales representative.
The contract is forfeit and new tokens must be purchased.
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