Troubleshooting Tip: How to troubleshoot FortiMail and FortiSandbox Cloud Authentication

[gcortes1]

Description	This article describes how to identify authentication issues between FortiMail and FortiSandbox Cloud.
Scope	FortiMail, FortiSandbox Cloud.
Solution	Check the apt server status and the cloud account login status: execute forticloud info execute forticloud info-apt Check FortiSandbox connectivity: diagnose test application fortisandbox connectivity Note 1: If the output is similar to the following: execute forticloud info-apt APT License: unknown APT License Expiration Date: NA Region: NA execute forticloud info Login Status: unknown or other. Or if, in the GUI, the error is similar to the following: Check to ensure FortiMail can communicate with FortiSandbox Cloud over TCP port 514 and with FortiSandbox Community. Cloud over TCP Port 443. Note 2: If the output in the CLI is correct, but the GUI displays the following error message: And if there are similar errors to the following in Monitor -> Log -> System Event:  Failed to login to FortiSandbox, cause: OFTP_ACK_DEVICE_ID_INVALID Open a ticket with the TAC, providing the following information: get sys status diagnose autoupdate status diagnose autoupdate versions execute forticloud info execute forticloud info-apt