| Description |
This article describes the case when trying to register to FortiGate to FortiCare through FortiGate GUI, the user needs to select the correct reseller from the dropdown menu. However, sometimes this option keeps on spinning and does not show the correct options at all. |
| Scope | FortiGate, FortiOS. |
| Solution |
One of the main reasons for this issue is internet connectivity. Make sure that FortiGate can reach the internet by pinging using the IP address.
It is also important that FortiGate should be able to resolve the hostnames using the system DNS configured on the FortiGate.
Ensure that the DNS servers used on FortiGate support the correct protocol (cleartext or DoT or DoH) as per the following KB article: Technical Tip: Changing the DNS protocol used by FortiGate to initiate DNS requests.
In the GUI:
In the CLI:
The wrong DNS protocol configuration will result in unresolved hostnames and FortiGate cannot reach the internet using hostnames/URLs.
Another scenario is if the FortiGate can resolve and reach the hostnames/URL but the Reseller option is still not loading.
Disabling FortiGuard anycast and using another protocol and port will load and populate the Reseller option.
config system fortiguard set fortiguard-anycast disable set protocol udp set port 8888 set sdns-server-ip 208.91.112.220 173.243.140.53 210.7.96.53 end
Related article: Technical Tip: FortiGuard is not reachable via Anycast default method |
