Troubleshooting Tip: FortiManager in air-gapped environment shows managed FortiGates registered to another account as having 'No Support'
| Description | This article describes why FortiManager in an air-gapped environment might show managed FortiGates that are registered to a different account as having no support contract and what step that can be taken to resolve the issue. |
| Scope | FortiManager, FortiGate. |
| Solution | The following image shows an example of the issue where FortiGate 'FGT-1' shows a valid contract, but FortiGate 'FGT-2' shows 'No Support' in FortiManager, despite actually having a valid support contract.
In the example above, both FortiManager 'FMG' and FortiGate 'FGT-1' are registered to the same account. However, FortiGate 'FGT-2' is registered under a different account.
To check which account was used to register the FortiGate, users can go to System -> FortiGuard:
When FortiManager is managing multiple devices registered under different accounts, the Entitlement Files from each of those accounts must be uploaded to FortiManager. This is because each Entitlement File only contains license information for devices specific to the account.
The following documentation and article explain how to request the Entitlement File download and how to upload the file into FortiManager: Requesting account entitlement files
Once all entitlement files are uploaded, FortiManager should show the correct updated license information for the managed devices:
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