Troubleshooting Tip: Error generated when registering license upgrade support contract

This article discusses an issue when registering a support contract in FortiCare after upgrading endpoint licenses.

The following error is generated:

The proceeding will make the support contract for this product incompatible and access to support will be lost. It is recommended to cancel the action, purchase a support contract upgrade and register it before performing this action. Click "Next" to proceed and disable the support contract, or "Previous" to cancel this action.

Important:  Do not proceed.  Click "Previous" to cancel.

This error will generate if there is a discrepancy with the license renewal paperwork.

After additional licenses are purchased, an email is sent containing two pdf's with registration codes for the following:
- Product containing the additional licenses (SKU LIC-FNAC-PRO-100)
- Co-term support contract which combines the existing licenses for the control Serial Number with the additional licenses to create a new total quantity.

Example: Adding 300 license to an existing license count of 400

LIC-FNAC-PRO-100
Units of License: 300

FC3-10-FNAC0-240-02-36
Units of Contract :700 (300 + 400 purchased)

This is also discussed in the FortiNAC License Upgrade Guide. 

Review the pdf files and confirm the unit count is accurate.  If incorrect, open a Customer Service ticket for assistance.  Attach the pdf files to the ticket.