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The error may show up when there is no FortiToken cloud license, and the trail license has not been activated.
To confirm, run debug on FortiCloud using the command below:
diagnose debug application forticldd 255
diagnose fortitoken debug enable
diagnose debug enable
Try to change the token again, then check the debug output, and look for the message similar to the one below:
{ "d": { "__type": "SoftToken.ProvisionRequest", "__version": "4", "__device_version": "7.0", "__device_build": "2360", "serial_number": "FGVMSLTM12121212", "__cluster
ed_sns": [ ], "tokens": [ { "token": "FTKMOB3BD53181E7", "seed": "9CE0502A1EC9D82B70E076F251A2177EAD4880FE", "code_expire": 4320, "type": "totp", "period": 60, "digits
": 6 } ] } }
2024-08-14 11:20:42 ftm_fc_comm_recv_response[266]:receive packet success.
{"d":{"__type":"SoftToken.ProvisionResponse","__version":"4","serial_number":"FGVMSLTM12121212","__device_version":"7.0","__device_build":"2360","__clustered_sns":[],"
tokens":[{"token":"FTKMOB123456789","license":"EFTM000000232323","token_activation_code":"EEIPQYWBISBBPQEA","qr_code":"iVBORw0KGgoAAAANSUhEUgAAAI4AAACOAQAAAADPhg2lAAA
AwUlEQVR4Ad2VUQ7EIAhETThAj+TVPZnwLpd/8c0S5pGHh8FHGjx3cZLUKFVc7fOk+kRHO8VDt44nkC9IHMGFWK94IlD/GpVzKBo9Lt97L0NTTJHHr75UKI1omyEZGswgIiFi0yPH1Xpjo2nN9QjVotHlRqZHt8M7HlgNes
SyO52U1An0FVObZYvRGpgZ06NcCvg8KrclJilXqUPR6DmouYbEKMXE9YcMnvqSod3egT4+UvI8aiw/jecWIHkGUUQZOIc4M6PObCMtJQAAAABJRU5ErkJggg==","code_expire":4320,"error":null}],"result":
2,"error":null}}
2024-08-14 11:20:42 ftm_cfg_update_token_provision[684]:Set token FTKMOB123456789 to provisioning
2024-08-14 11:20:43 fas_get_vd_userid[704]: Failed to communicate with FTC server:402
2024-08-14 11:20:43 fas_delete_user[1432]: Failed to retrieve user from FTC: username user1, vdom root
This means when there is no FortiToken cloud license, FortiGate is unable to communicate to FortiCloud to update the token provision status. The solution is to activate the trial license for FortiToken Cloud, then FortiToken Coud communication will be successful, and the error will disappear.
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