Troubleshooting Tip: The product serial number has already been registered - FortiManager/FortiAnalyzer

[farhanahmed]

Description	This article describes how to resolve an issue while setting up FortiManager/FortiAnalyzer where, during login, the user is prompted to register even though the user has already registered on the Support Portal. Trying to register again results in the error: 'The product serial number has already been registered'.
Scope	FortiManager and FortiAnalyzer.
Solution	The terminology used in this document: FDS= FortiGate AV/IPS. FCT= FortiClient AV/IPS. Troubleshooting: This issue arises when the FortiManager/FortiAnalyzer is already registered on the FortiCare Support Portal but is not able to reach the FortiGuard servers to verify the registration information. Check if FortiManager/FortiAnalyzer is connected to the internet to communicate with the FortiGuard server. Access FMG via SSH/console and try: exe ping usfds1.fortinet.com Check if the FortiManager/FortiAnalyzer is getting the FortiGuard server's IP address: diagnose fmupdate view-serverlist fds Check the FDS logs: dia fmupdate view-linkd-log fds Logs for an FDS connection error: Resolution: Make sure to allow port 443 communication to the following domains: usforticlient.fortinet.net. forticlient.fortinet.net. usfds1.fortinet.com. fds1.fortinet.com. OR a wildcard FQDN *.fortinet.com and *.fortinet.net. OR use the Internet Services object 'Fortinet-FortiGuard' on the edge of FortiGate. See Technical Tip: How to get FortiGuard server IP and connect port. In case FortiManager/FortiAnalyzer is using web-proxy, make sure the proxy config is correct else disable the web-proxy: config system web-proxy     set status disable end Restart the FDS service from the FortiManager/FortiAnalyzer CLI: diagnose fmupdate service-restart fds Check the FortiGuard server's IP address again. It should show multiple IP addresses: diagnose fmupdate view-serverlist fds Check the FDS logs again. This time the communication should be successful: dia fmupdate view-linkd-log fds Try logging into FortiManager/FortiAnalyzer again and rebooting the FortiManager/FortiAnalyzer. Registration should not be requested this time. If still showing the error, wait for a few minutes: Note: This is also useful in cases where a license is added/renewed for FortiManager/FortiAnalyzer but is not reflected on the device due to a FortiGuard communication error. If issue is still present, contact Fortinet support and provide them with the "exe tac report" CLI output as well as the above diag output command. Related articles: Technical Tip: Verifying FortiGuard connectivity on FortiManager. Technical Tip: How to get FortiGuard server IP and connect port. Troubleshooting Tip: Resolving a FortiCare and SSO pop-up error with FortiManager registration.