FortiGate
FortiGate Next Generation Firewall utilizes purpose-built security processors and threat intelligence security services from FortiGuard labs to deliver top-rated protection and high performance, including encrypted traffic.
Kush_Patel
Staff
Staff
Article Id 216825
Description This article describes how to resolve the 'FortiCare license not found' error while importing mobile FortiTokens to FortiGate.
Scope FortiTokens Mobile.
Solution

If there is an issue with importing new Fortitokens:

 

1) Re-validate the activation code from the FortiToken Redemption Certificate.

 

2) Try to ping directregistration.fortinet.com from FortiGate CLI. If it is unpingable then either check DNS or change the outgoing interface in FortiGuard settings as follows to SD-WAN as the FortiGuard interface can be used for connecting to the FortiToken server:

 

# config system fortiguard

set interface-select-method

auto       Set outgoing interface automatically.

sdwan      Set outgoing interface by SD-WAN or policy routing rules.

specify    Set outgoing interface manually.

set interface-select-method specify

set interface sdwan

end

 

3) Collect the debugs using the following commands:

 

# diagnose fortitoken debug enable

# diagnose debug enable

# execute fortitoken-mobile import <xxxx-xxxx-xxxx-xxxx-xxxx> {here you have to put 16 digit activation code}

 

After running these commands, try to import Fortitoken using GUI or CLI as above and monitor the output on CLI.

 

{"d":{"__type":"SoftToken.ActivationLicenseResponse","__version":"4","serial_number":"FGTXXXXKXXXXXXXX",

"__device_version":"6.0","__device_build":"xxxx","__clustered_sns":[],"license_activation_code"

:"xxxxxxxxxxxxxxxx","license":"","tokens":null,"result":0,"error":{"error_code":10,

"error_message":"forticare license card not found"}}}

 

If error_message:'forticare license card not found' is seen then contact the Customer Service team and the team will check the PO, and SO and update if there is anything wrong with it.  

 

Sometimes it can take up to 48 hours for the licenses and contracts on the order to be active in the FortiCare system.

 

If there is no issue internally then the team will send the 'FortiToken TM Mobile Redemption Certificate' again which can successfully be imported on FortiGate.

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