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	First, verify whether the FortiGate and FortiSwitch/FortiAP are registered under a different FortiCloud account. If so, remove the FortiSwitch/FortiAP from that old account. To decommission a unit from an account, refer this article: Decommissioning assets - FortiCloud asset management. Once confirmed, follow the steps below: 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