Troubleshooting Tip: ‘Failed to load data’ error when trying to activate FortiGate Cloud account

[jclar]

Description	This article describes how to troubleshoot the ‘Failed to load data’ error when trying to activate a FortiGate Cloud account in a firewall with an SD-WAN interface configured
Scope	FortiGate.
Solution	In this scenario, the user is trying to activate the FortiGate Cloud account from the firewall but the error is being encountered as shown below: When running forticldd debug, no error is being shown and connection to servers is established. Commands: diagnose debug reset diagnose debug app forticldd -1 diagnose debug enable When running HTTPSD debug, ‘internal server error 500’ is also present from the HAR log (Browser tools). Command: diagnose debug reset diagnose debug app httpsd -1 diagnose debug enable Sample output of HTTPSD and HAR log error:   Solution: Once verified if the user is using SD-WAN, check the interface-select methods of the following: config system fortiguard config log fortiguard setting If the 'interface-select method' is set to 'auto', change it to 'sdwan' through the following CLI command. config system FortiGuard     set interface-select-method sdwan end config log fortiguard setting     set interface-select-method sdwan end If the 'interface-select method' is set to 'auto', change it to 'specify' through the following CLI command. config system fortiguard     set interface-select-method specify     set interface <interace_name> end config log fortiguard setting     set interface-select-method specify     set interface <interface_name> end Try logging into forticloud portal and check if the device is already associated or try removing and re-registering the FortiGate from the GUI or CLI. Activating in standalone FortiGate via CLI: Run the following command: execute fortiguard-log login <email> <password> <domain> If no domain is specified, the unit will join the Global FortiGate Cloud region. To get the domain list, run the following command: execute fortiguard-log domain Related articles: Technical Tip: Use SD-WAN intelligence for selecting interface to use in communicating with FortiGua... Technical Tip: How to register and activate a FortiGate Cloud account Technical Tip: How to register and activate a FortiCloud account Technical Tip: How to enable FortiGate Cloud logging from the CLI FortiCare and FortiGate Cloud login