Troubleshooting Tip: 'No Subscription' displayed for the FortiGate in FortiGate Cloud portal despite an active entitlement
| Description | This article describes an issue where a FortiGate device displays a 'No Subscription' status and provides read-only access in the FortiGate Cloud portal. In addition, FortiGate Cloud Log Retention may appear as a Free License on the FortiGate despite a valid entitlement being present. This behavior may occur after an entitlement is transferred from one FortiGate device to another. |
| Scope | FortiGate Cloud. |
| Solution | The entitlement has been transferred after the RMA from the replaced device to the new device.
Entitlement example:
The portal shows that the FortiGate Cloud service on the FortiGate will expire in December 2028; however, the FortiGate displays the license type as Basic instead of Paid.
diagnose test application forticldd 2 Server: log-controller, task=0/10, watchdog is off
As a first step, run the following command on the FortiGate to refresh the license status, and then kill the fgfmd process to recreate the tunnel between the FortiGate and FortiGate Cloud.
diagnose fdsm contract-controller-update
Afterwards, check the license type using the command (diagnose test application forticldd 2).
If the FortiGate still shows the same issue, run the following commands to receive updates from FortiGuard.
diagnose debug reset diagnose debug application update -1 diagnose debug console time enable
Wait for five minutes to receive updates from FortiGuard, and then press Ctrl + C and enter diagnose debug disable to stop the debugs.
Recheck the license type. If the above steps do not resolve the issue, open a ticket with TAC to have the device license manually synchronized with FortiGate Cloud. There is a known issue with FortiCare where license change notifications may fail to be sent, which can prevent the updated entitlement from being reflected correctly.
Related article: |
