Technical Tip: How to fix 'Failed to fetch registration information' error when trying to register FortiSwitch/FortiAP to FortiCloud from FortiGate

[laltuzar]

Description	This article describes how to fix the error 'Failed to fetch registration information'.
Scope	FortiGate, FortiSwitch v7.0 and above.
Solution	Execute the command 'show full sys fortiguard' on FortiGate. If the default settings are set: config system fortiguard ...     set fortiguard-anycast enable     set protocol https     set port 443 ... end If so, change the following parameters:     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 After that, update the FDS servers with the command 'execute update-now' and run the following commands to check the FortiGuard reachability. diagnose debug disable diagnose debug reset diagnose debug application update -1 diagnose debug console time enable diagnose debug enable execute update-now A successful FortiGuard connection will show something like this in the end : [1104] ssl_ctx_free: Done [1085] ssl_disconnect: Shutdown do_update[684]-UPDATE successful If it still does not work, try restarting the FortiCloud process on FortiGate: //Getting Process ID of FortiCloud process (forticldd) FG # diagnose sys process pidof forticldd 179 //Rebooting the process FG # diagnose sys kill 11 179 Try to register again the device and the issue should be resolved. Otherwise, follow the instructions described in Troubleshooting Tip: FortiCloud connection failure and open a new ticket with TAC for further assistance. This article also fixes the following issue: The 'Reseller' textbox does not load correctly and it is impossible to continue with the registration process. Example: To register FortiSwitch/FortiAP through CLI: diagnose forticare direct-registration product-registration -N <FortiSwitch/AP Serial Num.> -a <FortiCloud username> -p <password> -T <country> -R <reseller> -e 1 For v7.2, v7.4, and above, other options available for direct registration are as follows. For v7.0, all the options are available except for the last one, -G. Long form Short form Usage account_id a -a <FortiCloud username> address A -A <Address> city y -y <City> company C -C <Company Name> contract_number c -c <Contract number> country_code T -T <Country or country code> existing_account e -e <1=existing, 0=new> fax F -F <fax number> first_name f -f <First Name> industry I -I <Industry> industry_id i -i <Industry ID> last_name l -l <Last Name> orgsize O -O <Organization Size> orgsize_id o -o <Organization ID> password p -p <Forticloud password> phone P -P <Phone number> postal_code z -z <Postal Code> reseller R -R <Reseller> reseller_id r -r <Reseller ID> state S -S <State> state_code s -s <State Code> title t -t <Title> version v -v <Version> serial_number N -N <Serial Number> isgovernment G -G <1=yes, 0=no> Related articles: Troubleshooting Tip: Unable to connect to FortiGuard servers Troubleshooting Tip: FortiCloud connection failure Technical Tip: Common issues when registering devices to FortiCloud using FortiOS GUI (FortiGate, Fo... Troubleshooting Tip: 'Failed to fetch status' error with online FortiSwitch and FortiAP