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If there is an issue with importing new FortiTokens:
- Re-validate the activation code from the FortiToken Redemption Certificate.
- Try to ping directregistration.fortinet.com from the FortiGate CLI. If it is impossible to ping, then either check DNS or change the outgoing interface in FortiGuard settings to SD-WAN as follows, 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
- Collect the debugs using the following commands:
diagnose fortitoken debug enable
diagnose debug enable
execute fortitoken-mobile import <xxxx-xxxx-xxxx-xxxx-xxxx> <- Input the 16 digit activation code.
After running these commands, try to import FortiToken using the GUI or CLI as above, and monitor the output on the 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 do the following.
- One possible reason for this would be a typo in the activation code. Double-check the activation code letter by letter and ensure it is written the same as the one provided in the license file.
Note: The hyphen('-') is necessary when using the activation code. Make sure the format of the activation code is <xxxx-xxxx-xxxx-xxxx-xxxx>.
- If the problem still persists, contact the Customer Service team. 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, the team will send the 'FortiToken TM Mobile Redemption Certificate' again, which can successfully be imported on FortiGate.
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