| Description | The article describes an issue with FortiGate showing 'No Subscription' and providing read-only access on the FortiGate Cloud portal, despite having the proper entitlement being transferred after the RMA. |
| Scope | FortiGate Cloud. |
| Solution |
The entitlement has been transferred after the RMA from the replaced device to the new device.
Entitlement example:
The portal shows that the FortiGate Cloud service on the FortiGate will expire in December 2028; however, the FortiGate displays the license type as Basic instead of Paid.
diagnose test application forticldd 2 Server: log-controller, task=0/10, watchdog is off
As a first step, run the following command on the FortiGate to refresh the license status, and then kill the fgfmd process to recreate the tunnel between the FortiGate and FortiGate Cloud.
diagnose fdsm contract-controller-update
Afterwards, check the license type using the command (diagnose test application forticldd 2).
If the FortiGate still shows the same issue, run the following commands to receive updates from FortiGuard.
diagnose debug reset diagnose debug application update -1 diagnose debug console time enable
Wait for five minutes to receive updates from FortiGuard, and then press Ctrl + C and enter diagnose debug disable to stop the debugs.
Check the license type again. If the above step does not help resolve the issue, then it may be related to a known issue with FortiGate Cloud, reported under the title: 'Device from RMA transfer sometimes doesn’t carry over contract', which will be resolved in FortiGate Cloud version 25.3.a.
To resolve the issue immediately, open a case with TAC.
Related article: |
