Troubleshooting Tip: Resolving 'Invalid Username or Password' Error When Activating FortiGate Cloud

Before troubleshooting, determine the domain under which the account is registered (EU, US, or Global).

1. Verify that the credentials are correct by logging in at FortiCloud Login

Note:

• Make sure to meet the password requirements for the user account: Technical Tip: Cannot activated FortiCloud due to 'Invalid user name or password' or 'Error connecting to FortiCloud' 
• If the login attempt fails by not receiving a token code email, try clearing the cache and cookies or using a different browser.
   

2. Ensure the FortiGate has a connection to FortiGuard servers by running the following commands:

execute ping-options source <SOURCE IP>
execute ping service.fortiguard.net

3. After completing the above steps, collect the output of the following commands and provide it to Fortinet Support for further assistance.

get system fortiguard-log-service status
diagnose fdsm account-info

diagnose test application forticldd 1
diagnose test application forticldd 2
diagnose test application forticldd 3

diagnose test application miglogd 3
diagnose test application miglogd 6
diagnose test application miglogd 20

diagnose debug reset

diagnose debug app forticldd -1
diagnose debug console timestamp enable
diagnose debug enable
diagnose fdsm log-controller-update

execute fortiguard-log login account@account.com password