Troubleshooting Tip: How to troubleshoot FortiMail and FortiSandbox Cloud Authentication

Check the apt server status and the cloud account login status:

execute forticloud info

execute forticloud info-apt

Check FortiSandbox connectivity:

diagnose test application fortisandbox connectivity

Note 1: If the output is similar to the following:

execute forticloud info-apt

APT License: unknown
APT License Expiration Date: NA
Region: NA

execute forticloud info

Login Status: unknown or other.

Or if, in the GUI, the error is similar to the following:

Check to ensure FortiMail can communicate with FortiSandbox Cloud over TCP port 514 and with FortiSandbox Community. Cloud over TCP Port 443.

Note 2: If the output in the CLI is correct, but the GUI displays the following error message:

And if there are similar errors to the following in Monitor -> Log -> System Event: 

Failed to login to FortiSandbox, cause: OFTP_ACK_DEVICE_ID_INVALID

Open a ticket with the TAC, providing the following information:

get sys status diagnose autoupdate status diagnose autoupdate versions execute forticloud info execute forticloud info-apt