Description
This article describes how to solve the 'Internal Server Error' that may occur when importing a free trial license.
Scope
FortiGate.
Solution
If internal server error is encountered while importing the free trial token, execute the following debug commands.
dia debug reset
diag debug console timestamp enable
diag debug app forticldd -1
diag debug app alert -1
diag fortitoken debug enable
diag debug enable
If the output looks similar to the following, consult the information below in this article.
2023-07-25 17:32:08 ftm_cfg_import_license[321]:import license 0000-0000-0000-0000-0000
2023-07-25 17:32:08 is_trial_tokens_available[55]:No trial tokens are available.
2023-07-25 17:32:08 ftm_fc_comm_connect[38]:ftm cannot resolve DNS
2023-07-25 17:32:08 ftm_fc_command[588]:forticare [ftm2.fortinet.net:443] unreachable
- Check the current configuration of 'fortiguard-anycast-source' to determine its set value, which includes two options: Fortinet and AWS.
- fortinet - Use Fortinet's servers to provide FortiGuard services in FortiGuard's anycast network.
- aws - Use Fortinet's AWS servers to provide FortiGuard services in FortiGuard's anycast network.
- Selecting 'aws' as the 'fortiguard-anycast-source' will result in an internal server error:
config system fortiguard
...
set fortiguard-anycast-source aws
...
end
- Changing the 'fortiguard-anycast-source' to 'fortinet' will make it possible to import the trial license. Run the following:
config system fortiguard
...
set fortiguard-anycast-source fortinet
...
end
If the FortiToken is still not getting imported with the error 'Internal server error' and the FortiToken debugs show the same error above: 'forticare unreachable'. This happens due to an issue with anycast reachability. disable the anycast as shown below and try to import the FortiToken again.
config system fortiGuard
set fortiguard-anycast disable
set protocol udp
set port 8888
set sdns-server-ip 208.91.112.220 173.243.140.53 210.7.96.53
end
If the issue persists, contact Fortinet Support for more assistance.
