Technical Tip: FortiCloud internal error when attempting to activate FortiCloud
Description
This article describes how to troubleshoot the internal error that is encountered when activating FortiGate Cloud from FortiGate.
Scope
FortiGate.
Solution
The error message 'FortiCloud internal error' may be seen when trying to activate FortiCloud on a FortiGate. This can mean that the FortiGate cannot communicate with the FortiCloud server.
The first troubleshooting step is to check the Internet connectivity and make sure that FortiGate can resolve the following hostnames:
If the FortiGate cannot resolve hostnames, check the DNS server status.
Network -> DNS.
If unreachable, especially when internal DNS is in use, try to use the FortiGuard Server or use a known working External DNS server.
If an error indicates that it cannot connect to FortiGuard servers, follow the troubleshooting steps in this article: Troubleshooting Tip: Unable to connect to FortiGuard servers.
If the FortiGate to FortiGuard server connectivity status is available, follow further troubleshooting steps in the following articles:
Technical Tip: How to troubleshoot FortiGate Cloud Internal Error
Troubleshooting Tip: FortiCloud internal error when activating a FortiCloud account on FortiGate
If the issue persists, run the following debug commands, open a support ticket, and send the output to TAC Support:
diagnose debug reset
diagnose debug console timestamp enable
diagnose debug application forticldd -1 or 255
diagnose debug enable
To stop debug logs:
diagnose debug disable
diagnose debug reset