Troubleshooting tip: FortiGate device not accessible via FortiExplorer App

[amatos]

Description	This article describes a possible solution for an issue related to accessing and/or adding a FortiGate device to the FortiExplorer App. While adding the device, some users receive the error message 'contact support to reactivate your device key because the key <key> is already used', even though the device is not shown in FortiExplorer and the FortiCloud account credentials are correct.
Scope	FortiGate, FortiExplorer.
Solution	Log in to FortiGateCloud (forticloud.com) with the user's account and select each region (US, Europe and Global) at least once to open those regions’ webpages. Log in with the FortiExplorer mobile app and refresh the My Fabric page to confirm that the device is visible. If the issue persists, send an email to fortiexplorer@fortinet.com.