Description
This article describes how to troubleshoot the situation where the FortiGuard Support licenses show as expired in the FortiGate GUI, but they show as valid in the FortiCare account.
Scope
FortiGate.
Solution
The FortiGuard services and support contract details shown on the FortiGate unit should normally be synchronized with the contract details shown in the Asset Management section of the Fortinet Customer Service and Support web portal:
https://support.fortinet.com/
https://support.fortinet.com/
If the licenses on the FortiGate unit show as expired even though an active contract has been registered, it is possible to force the unit to update the contract details.
Go to System -> FortiGuard and in the upper right corner select the 'Update Licences & Definitions Now' button. This will manually initiate an update.
Wait for five minutes, and the registration should be synchronized with the values shown on the Fortinet Customer Service and Support web portal.
Go to System -> FortiGuard and in the upper right corner select the 'Update Licences & Definitions Now' button. This will manually initiate an update.
Wait for five minutes, and the registration should be synchronized with the values shown on the Fortinet Customer Service and Support web portal.
If the licenses are still not correctly updated after the 5 minutes of waiting time, run the following commands in the command line to see what is happening:
diagnose debug disable
diagnose debug reset
diagnose debug application update -1
diagnose debug enable
execute update-now
When completed, clear the debugging with the following commands:
diagnose debug disable
diagnose debug reset
Example:
- Note that FortiGate in HA (2 or more units operating in a cluster) must have matching licenses.
- FortiGate in HA must be under the same FortiCare account.
- By default, when accessing the primary device's GUI, the expiration date of the contract that expires first will be displayed. If the secondary FortiGate is not registered, the cluster license will be considered invalid, and the GUI will display this invalid licensing information. Therefore, make sure that all the FortiGates in the HA cluster have a valid license applied.
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