Troubleshooting Tip: Unable to connect to FortiAnalyzer Cloud to retrieve the serial number

To troubleshoot the issue where FortiGate is unable to connect to FortiAnalyzer Cloud to retrieve the serial number, the following steps can be followed to resolve the problem:

1. Verify the serial number of FortiAnalyzer:
   Ensure that the serial number configured on both the FortiGate and FortiAnalyzer Cloud is correct. A mismatch will prevent successful connectivity. 

   Ensure the set serial "FAZVCLTMxxxxxxxx" matches exactly (case-sensitive).
   
   

2. Verify FortiAnalyzer Cloud connectivity:
   Confirm that FortiAnalyzer Cloud is reachable from the FortiGate device. From the FortiGate CLI, test reachability:
   
   

   execute ping fortianalyzer.forticloud.com
   PING fortianalyzer.forticloud.com.geo.fortinet.net (154.52.2.161): 56 data bytes
   64 bytes from 154.52.2.161: icmp_seq=0 ttl=51 time=32.4 ms
   64 bytes from 154.52.2.161: icmp_seq=1 ttl=51 time=32.4 ms
   64 bytes from 154.52.2.161: icmp_seq=2 ttl=51 time=32.4 ms
   64 bytes from 154.52.2.161: icmp_seq=3 ttl=51 time=32.4 ms
   --- fortianalyzer.forticloud.com.geo.fortinet.net ping statistics ---
   4 packets transmitted, 4 packets received, 0% packet loss
   round-trip min/avg/max = 32.4/32.4/32.4 msround-trip min/avg/max = 32.4/32.4/32.4 ms

3. If DNS fails: Check DNS server settings (get system dns), ensure outbound UDP/53 is allowed, and consider using a public DNS like 8.8.8.8 temporarily.
   
   

4. Run packet sniffer to confirm traffic:
    

   diagnose sniffer packet any 'host 154.52.2.161' 4 0 l

   
   Look for TCP/443 outbound connections (FortiAnalyzer Cloud uses HTTPS).
   
   
5. Reconfigure FortiAnalyzer Cloud settings if the issue persists:
   If FortiAnalyzer Cloud is reachable (for example, ping is successful and logs are being sent), but the connection status continues to display 'No connection' with the error message: 'Could not connect to the FortiAnalyzer Cloud to retrieve its serial number', reconfigure the fortianalyzer-cloud settings by specifying the source-ip/interface-select-method to use the WAN interface as a solution altogether.

Attached below are the error alert and configuration example for reference.

config log fortianalyzer-cloud setting set status enable set certificate-verification enable set serial "FAZVCLTM24000000" set interface-select-method sdwan >>>>> . . serial to be set:FAZVCLTM24000000 >>>>>>

Related articles:
Troubleshooting Tip: FortiGate is unable to connect to FortiAnalyzer Cloud 
Technical Tip: FortiAnalyzer certificate does not reflect the correct serial number