Technical Tip: FortiCloud subscription not reflecting on RMA replacement device

[jbindra]

Description	This article describes a rare issue where, after replacing a device through RMA and moving all contract bindings to the new unit, the FortiCloud subscription may not appear on the replacement device.
Scope	FortiGate, FortiCloud.
Solution	In rare cases, when moving a license from an old device to a new one, if a new license is applied to the new device before the transfer finishes, the system might mistakenly overwrite it with the old license. This occurs because the transfer process does not verify recent updates, which can result in the new license information being lost. This can be further confirmed when a user migrates all contracts from the RMA device to the new device and sees 'Not Subscribed' under the FortiGate Cloud portal. Workaround: Avoid applying new licenses to the replacement device until the license transfer from the old device has been fully completed. If the issue occurs, contact the support team to manually restore the license. After the transfer is complete: Reboot the replacement device (if necessary). Ensure it is connected to the internet. Log in to FortiCloud or the device GUI to confirm services are activated. This rare issue has been addressed in the future FortiCloud update. Related article:  Troubleshooting Tip: FortiGate Cloud showing a white screen