Troubleshooting Tip : Unable to Register License on FortiGate VM Using FortiFlex Token

Description

This article describes how to fix the issue of being unable to register a license on a FortiGate VM using a FortiFlex token.

Scope

FortiGate.

Solution

To resolve the issue of being unable to register a license on a FortiGate VM using a FortiFlex token, follow these steps:

1. Verify the DNS settings on the FortiGate. Ensure that the DNS settings are correct and it is reachable, and the FortiGate can resolve the FortiGuard server addresses.

# diagnose test application dnsproxy 2
# execute ping directregistration.fortinet.com
# execute ping globalregistration.fortinet.net

2. Check the system status and verify that the VM resources are correctly allocated.

# get system status 

3. Verify that the FortiFlex token is correctly generated from the FortiCare portal and applied to the FortiGate. Run the command to apply the token.

# execute vm-license <token>

After running this command, FortiGate needs to be rebooted.
If it fails, run the command below to take debug output :

# diagnose debug application update -1
# diagnose debug enable
# execute update-now
# execute vm-license <token>

Wait for 10mins then execute the commands below to disable the debug:

# diagnose  debug disable

Example output debug:

upd_vm_check_license[195]-error cpu:8 > max:1
Requesting FortiCare license token: *******, proxy:(null)
do_setup[349]-Starting SETUP
upd_act_setup[126]-Trying Setup, fmg=0
__upd_comm_rcv[990]-data_len=24, pkg(buf=0xffffc411140c, sz=8516, pos=0)
__upd_fix_rx_pkg[1009]-Failed, length=24, no res header.
upd_act_setup[137]-Failed receiving setup response, fmg=0, ret=-1
upd_act_setup[149]-Setup failed, fmg=0.
do_setup[353]-SETUP failed
upd_daemon[2157]-Disabling remaining actions 11
upd_vm_check_license[195]-error cpu:8 > max:1
upd_vm_check_license[195]-error cpu:8 > max:1
curl forticare failed, 28 
Failed to download VM license.

4. Run the command to add CPU resources manually to the VM:

# execute cpu add <CPU_Count> 

Based on the logs, it appears that CPU 8 is configured on the FortiFlex FortiCare portal. Additionally, the default FortiGate VM deployment has a single CPU allocated. Therefore, proceed with executing the following command:

# execute cpu add 7

After running this command, FortiGate needs to be rebooted.

If the issue persists, contact the Fortinet Support Portal for further assistance.