Troubleshooting Tip: FortiAnalyzer has a valid license for FortiAI but is facing an issue when using it

[Nur]

Description	This article describes the issue when FortiAnalyzer has a valid license for FortiAI but is facing an issue when using it.
Scope	FortiAnalyzer, FortiManager, FortiAI.
Solution	Verify if FortiAnalyzer has a valid contract. FAZ-150G # diagnose fmupdate dbcontract FAZ15GT224XXXXXX [SERIAL_NO] AccountID: XXXXXXXXXXX  Industry: Company: XXXXXXXXXXXX  Contract: 6 AISN-1-06-20280725 ENHN-1-10-20251022 FMWR-1-06-20251022 FRVS-1-06-20251022 HDWR-1-04-20260724 SPRT-1-10-20251022 Contract Raw Data: Contract=AISN-1-06-20280725:0:1:1:0*XXXXXXXXXXXXXX|AccountID=XXXXXXXXX|Company=XXXXXXX|UserID=XXXXX Verify if FortiAnalyzer can reach the AI server: diagnose system aiserver get FMG-VM64 # diagnose system aiserver get Current server is https://fortiai.forticloud.com diagnose system aiserver test * Host fortiai.forticloud.com:443 was resolved. * IPv6: (none) * IPv4: 154.52.20.214 * Trying 154.52.20.214:443... * Connected to fortiai.forticloud.com (154.52.20.214) port 443 exe ping <aiserver IP> <----- The IP can be obtained from the output of the first command. If FortiAnalyzer unable to reach the AI server via 'diagnose system aiserver test': Possible to change the DNS IP If using internal DNS IP, ensure that DNS can resolve the AISERVER. Make sure fortiai.forticloud.com FQDN has been whitelisted in FortiGate (if FortiGate is in front of the FortiAnalyzer). Ensure that the user attempting to access the AI chat has the 'FortiAI user' option enabled as below: