Troubleshooting Tip: Fortitoken not showing up when trying to assign it to user

HiralShah · ‎11-01-2022

Description

This article explains how to solve an issue where FortiTokens don't appear when trying to assign them to a user.

Scope

FortiGate 6.4 or older

Solution

Occasionally, a known issue occurs wherein FortiTokens show under Available status, but are not listed when trying to assign them to users as part of two-factor authentication:

To fix this issue, check SMTP is properly configured:

1) Go to System > Settings.

2) Under the Email Service section.

If 'Use custom settings' is enabled but the specified SMTP Server is blank, the problem can occur. The problem can be resolved by changing SMTP Server to Default by disabling 'Use custom settings' or adding a specific server.

3) Configure the following settings:

To configure email-services using the CLI, run the following command, substituting the preferred password:

# config system email-server

set reply-to "noreply@example.com"

set server "smtp.fortinet.net"

set port 465

set authenticate enable

set username "fortigate"

set password **********

set security smtps

end

Upon trying to apply two-factor authentication again, the FortiTokens will appear in the list.

If the issue is not fixed, contact the Technical Assistance Center.