Troubleshooting Tip: 'Decommission Failure' error while adding Fortinet devices to 'Decommissioned Units' in Fortinet support portal

[akumar02]

Description	This article describes how to resolve an issue where users are not able to add Fortinet Devices to 'Decommissioned Units' in the Fortinet support portal.
Scope	All supported Fortinet Devices, all supported Firmware versions.
Solution	The portal shows the error 'Decommission Failure'. Follow these steps: Go to Support.fortinet.com. Login to the portal. Go to Asset Management. Select More Views. Select Decommissioned Units. Select '+Add New'. Enter the device serial number to decommission. Select Add. After this, if the device is added successfully, the user will see this popup: However, sometimes the devices are not added to the Decommissioned Units list and the following error message appears: Decommission Failure. You are not authorized to access this service. This error shows up when the devices are either not registered to the Fortinet support portal, or the username that was used in support.fortinet.com is not a master account. Once the customer registers the device in the support portal, they will be able to add the Fortinet devices to the decommissioned units.