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	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 FortiGate. See Technical Tip: How to get FortiGuard server IP and connect port. 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. Registration should not be requested this time: 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. 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.