Troubleshooting Tip: 'Issue sending initial FortiGate Serial Number' error when connecting to EMS Cloud

[ezhupa]

Description	This article describes an issue that occurs when attempting to send an initial FortiGate Serial Number to the EMS Cloud: Issue in sending initial FortiGate Serial Number: EMS server connection failed because the server is not compatible. received https code 400 A solution is provided.
Scope	FortiOS, FortiGate, and FortiVM in AWS.
Solution	In some circumstances, the following error appears when trying to connect to the EMS Cloud: Error in requesting EMS fabric connection: -5 Issue in sending initial FortiGate Serial Number: EMS server connection failed because the server is not compatible. received https code 400 Error (-1@_submit_init_fgt_sn:545). Command fail. Return code -9999 To fix this issue, go to System -> Certificates -> Fortinet Factory Certificate and check the CN field. This issue is caused by a CN field that shows 'Fortinet' instead of the serial number. To retrieve the serial number and fix this issue, execute the following command: exec vm-license This can also be done via the GUI. Navigate to System -> FortiGuard, expand Virtual machine and choose FortiGate VM license and re-upload the license file. Caution: this command will reboot the FortiGate. This command will manually download a VM license that contains the certificate with the correct CN value. The serial number should be visible afterward in the Fortinet Factory Certificate. Navigate to the EMS in the fabric connector and authorize the certificate which directly opens the FortiGate certificate. A prompt to authorize the FortiGate will also appear in the EMS. Authorize it. After authorization is granted on both sides, the connection should function as intended. Note: In the newer versions the above command will not work and will ask for a license Token. FGT01 # exec vm-license Please input license token.   FGT01 # exec vm-license <token> VM License Token. The new format for the command would be the following: exec vm-license <token>