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GUI shows the error 'Invalid account credentials, account with limited access or have full access to multiple accounts'.
Requesting license from CLI gives the error 'FortiCare response error 10'.
FortiGate-VM64-KVM # execute vm-license-options account-id notavaliduser@mydomain.com
FortiGate-VM64-KVM # execute vm-license-options account-password fakepass
FortiGate-VM64-KVM # execute vm-license
This VM is using the evaluation license. This license does not expire.
Limitations of the Evaluation VM license include:
1.Support for low encryption operation only
2.Maximum of 1 CPU and 2GiB of memory
3.Maximum of three interfaces, firewall policies, and routes each
4.No FortiCare Support
This operation will reboot the system !
Do you want to continue? (y/n)y
Requesting FortiCare Trial license, proxy:(null)
Forticare response error 10.
Failed to download VM license.
Resolution:
Enter an account credential matching the principal account owner on the required FortiCare account.
GUI shows the error 'Error downloading license: Invalid serial number'
CLI shows 'Forticare response error 61'.
FortiGate-VM64-KVM # execute vm-license-options account-id validforticareuser@mydomain.com
FortiGate-VM64-KVM # execute vm-license-options account-password password
FortiGate-VM64-KVM # execute vm-license
This VM is using the evaluation license. This license does not expire.
Limitations of the Evaluation VM license include:
1.Support for low encryption operation only
2.Maximum of 1 CPU and 2GiB of memory
3.Maximum of three interfaces, firewall policies, and routes each
4.No FortiCare Support
This operation will reboot the system !
Do you want to continue? (y/n)y
Requesting FortiCare Trial license, proxy:(null)
Forticare response error 61.
Failed to download VM license.
Resolution:
The most common cause of this error is an evaluation license was already requested for another device on the same FortiCare account. It is not possible to register an evaluation VM to an account that already contains an evaluation VM. If the previous virtual machine was lost, refer to the article 'Requesting a new FortiGate evaluation license after previous evaluation VM is lost'.
GUI shows 'Error downloading license: Error communicating with FortiCare'.
This error indicates FortiGate was not able to communicate with FortiCare.
This is likely an Internet access issue or the FortiGate already has an invalid license.
Resolution:
If CLI license request shows 'curl forticare failed, 7', the request was not sent likely due to an internet access issue. Verify that the device has internet access.
FortiGate-VM64-KVM # execute vm-license-options account-id validforticareuser@mydomain.com
FortiGate-VM64-KVM # execute vm-license-options account-password password
FortiGate-VM64-KVM # execute vm-license
This VM is using the evaluation license. This license does not expire.
Limitations of the Evaluation VM license include:
1.Support for low encryption operation only
2.Maximum of 1 CPU and 2GiB of memory
3.Maximum of three interfaces, firewall policies, and routes each
4.No FortiCare Support
This operation will reboot the system !
Do you want to continue? (y/n)y
Requesting FortiCare Trial license, proxy:(null)
curl forticare failed, 7
Failed to request forticare license 7.
Failed to download VM license.
If CLI license request shows 'Please input license token', the FortiGate does not have sufficient information to formulate a license request. This can occur when the device already has a different license, see the article 'FortiGate with an existing uploaded license cannot request a permanent trial license' for troubleshooting steps.
FortiGate-VM64-KVM # execute vm-license-options account-id validforticareuser@mydomain.com
FortiGate-VM64-KVM # execute vm-license-options account-password password
FortiGate-VM64-KVM # execute vm-license
Please input license token.
GUI shows no error and the request page stalls.
This is usually an issue with DNS resolution on the FortiGate.
Resolution:
To confirm the issue, run the following commands on CLI and check for 'dns resolve error'.
diagnose debug reset
diagnose debug application update -1
diagnose debug enable
This indicates an issue with FortiGate DNS resolution. Troubleshoot the DNS issue and ensure FortiGate is able to access the Internet. After the DNS issue has been resolved, request the trial license again.
Note:
If the VM was previously registered but was factory reset, the license file can be downloaded from support.fortinet.com and uploaded to the device using GUI.
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