Troubleshooting Tip: How to troubleshoot '500 Server Error' when a specific IAM user logs in to FortiManager Cloud

Description

This article describes how to troubleshoot a situation where a specific IAM user receives a '500 Server Error' when attempting to access FortiManager Cloud through the FortiManager Cloud URL.

Scope

FortiManager Cloud, FortiAnalyzer Cloud.

Solution

When the issue affects only a particular IAM user, verify whether the affected user has the required FortiManager Cloud permissions assigned to their IAM profile.

1. Verify access through the Fortinet Support Portal:

Ask the affected IAM user to log in to the Support and navigate to: Services → FortiManager Cloud.

Check whether FortiManager Cloud is available as an option.

• If FortiManager Cloud is displayed, the user has the required service access. Continue troubleshooting the login issue.

• If FortiManager Cloud is not displayed, this indicates that the user's IAM profile may not have the required FortiManager Cloud access.
  
  

2. Check the IAM permission profile:

Verify the IAM user's assigned permission profile.

If the user is using the default SysAdmin profile, verify whether the profile includes the required permission to access FortiManager Cloud.

The absence of the required FortiManager Cloud permission can result in the user being unable to access FortiManager Cloud through the FortiManager Cloud URL and may result in a '500 Server Error'.

3. Correct the IAM permissions:

Ensure that the affected user's IAM permission profile is configured with the required FortiManager Cloud access.

After updating the permission profile:

1. Log out of the Fortinet Support Portal.

2. Log in again using the affected IAM account.

3. Verify that FortiManager Cloud is available under Services.

4. Access FortiManager Cloud using the FortiManager Cloud URL.