Created on 05-22-2022 07:54 AM Edited on 04-19-2023 07:13 AM By Jean-Philippe_P
Description | This article describes how to troubleshoot error -7650 (in CLI) or Internal server error (in GUI) seen when activating a new Fortitoken Mobile. |
Scope | FortiGate 6.x. |
Solution |
If importing the license is done from GUI, the error 'Internal server error' will appear.
# diag debug console timestamp enable
If the output is something like:
2022-05-17 13:41:54 ftm_cfg_import_license[321]:import license abcd-efgh-1234-5678-9101 POST /SoftToken/Provisioning.asmx/Process HTTP/1.1 { "d": { "__type": "SoftToken.ActivationLicenseRequest", "__version": "4", "license_activation_code": "abcd-efgh-1234-5678-9101", "serial_number": "FGT60XTK00000000", "__device_version": "7.0", "__device_build": "0304", "__clustered_sns": [ ] } } 2022-05-17 13:42:01 ftm_fc_comm_recv_response[266]:receive packet success. {"d":{"__type":"SoftToken.ActivationLicenseResponse","__version":"4","serial_number":"FGT60XTK00000000","__device_version":"7.0","__device_build":"0304","__clustered_sns":[],"license_activation_code":"abcd-efgh-1234-5678-9101","license":"","tokens":null,"result":0,"error":{"error_code":100,"error_message":"forticare service unavailable"}}} 2022-05-17 13:42:01 ftm_fc_command[615]:received error from forticare [-7650]
'Forticare service unavailable' suggests that the firewall could not reach FortiGuard network, or the FortiGuard network was temporarily unavailable.
1) Check if the firewall can reach globalftm.fortinet.net on port 443:
# execute telnet globalftm.fortinet.net 443
2) It is also possible to run a packet capture when importing the license, use the IP address resolved at 1):
# diagnose sniffer packet any "host 208.91.113.53 and port 443" 4 0 a
- If 1 and 2 show successful communication, try to disable the anycast mode on FortiGuard settings then try to import the tokens again. |
Related articles |
The Fortinet Security Fabric brings together the concepts of convergence and consolidation to provide comprehensive cybersecurity protection for all users, devices, and applications and across all network edges.
Copyright 2024 Fortinet, Inc. All Rights Reserved.