Troubleshooting Tip: 'EMS rejected request data. Error' when connecting FortiClient EMS to the FortiGate-VM

[ddeguzman]

Description	This article describes an issue when trying to connect FortiGate to the FortiClient EMS. Failed to verify the certificate for server "emailaddress@fortinet.com (ID: 1)". Issue in sending initial FortiGate Serial Number: EMS rejected request data. Error (-1@_submit_init_fgt_sn:602). Or: Error in requesting EMS fabric connection: -9 Issue in sending initial FortiGate Serial Number: EMS rejected request data. Error (-1@_submit_init_fgt_sn:601)
Scope	FortiGate-VM.
Solution	Use the following diagnosis commands to identify connectivity issues. These commands enable debugging of the EMS connector with a debug level of -1 for detailed results. diagnose debug reset diagnose debug disable diagnose debug console timestamp enable diagnose debug app fcnacd -1 diagnose debug enable The CLI displays debug output similar to the following: 2024-03-14 23:05:15,636 DEBUG certificate cert_info {'client_cn': 'FortiGate', 'thumbprint': 'C4:3E:2D:39:1D:83:6E:0F:DA:XX:XX:XX:XX:XX:XX:XX:XX:XX:XX:XX', 'certificate': {'thumbprint': 'C4:3E:2D:39:1D:83:6E:0F:DA:02:79:8D:XX:XX:XX:XX:XX:XX:XX:XX', 'subject': 'FortiGate', 'issuer': 'fortinet-subca2001'}} The CN portion of the certificate should contain FortiGate's serial number instead of 'FortiGate'. In the GUI, the following error is displayed: This might be caused by the Fortinet Factory Certificate CN field being set to 'FortiGate'. To confirm, go to System -> Certificates -> Fortinet Factory and verify the CN field. This should contain the FortiGate serial number instead.  To resolve this issue, re-upload the license from the FortiGate support portal to the FortiGate VM. To upload the FortiGate-VM license file via the GUI: Go to System -> FortiGuard. In the License Information section, go to the Virtual Machine row and select FortiGate VM License. This can also be done via the CLI with the following command: execute vm-license <token> <-- Replace the token with FortiGate VM serial number. Note: This will reboot the FortiGate and interrupt production.  Related article: Technical Tip: Error 'Failed to verify the certificate for server "FortiClientEMSCloud (ID: 1)"'