| Description | This article describes how to fix the error 'Failed to fetch registration information'. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Scope | FortiGate, FortiSwitch v7.0 and above. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Solution |
Error shown in the GUI:
Once devices are in the same FortiCloud account, follow the steps below:
Execute the command 'show full sys fortiguard' on FortiGate.
If the default settings are set:
config system fortiguard
Change the following parameters:
set fortiguard-anycast disable set sdns-server-ip 208.91.112.220 173.243.140.53 210.7.96.53
Then 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 the following in the end:
[1104] ssl_ctx_free: Done
If it still does not work, try restarting the FortiCloud process on FortiGate:
Get process ID of FortiCloud process (forticldd):
Restart the process:
FG # diagnose sys kill 11 179 If the restart was successful, a new process ID will be shown. FG # diagnose sys process pidof forticldd
Check DNS configuration on FortiGate by issuing the following command:
get system dns
If neither of the steps above help, follow the instructions described in Troubleshooting Tip: FortiCloud connection failure and open a new ticket with TAC for further assistance.
Note 1: 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
Note 2:
In some situations, registration is possible only via the CLI and not the GUI. This is a known issue:1137213 and it is resolved in FortiGate versions 7.4.9 and 7.6.4. In this case, the CLI displays the error 'API error 500 raised', after running the following debug commands:
diagnose debug application httpsd -1 diagnose debug application forticldd -1 diagnose debug enable
[470] fds_https_recv: obj-0: type=FCPR, len=151 [httpsd 4733 - 1741284832 error] api_return_http_result[1309] -- API error 500 raised [httpsd 4733 - 1741284832 info] endpoint_process_req_vdom[1090] -- completed API request (rss_pre=37392, rss_post=37392, rss_delta=0) [475] fds_free_tsk: cmd=30; req.noreply=1 [httpsd 4759 - 1741284833 info] fweb_debug_init[531] -- New GET request for "/api/v2/monitor/system/config/timeout" from "169.254.1.1:43818" [httpsd 4759 - 1741284833 info] fweb_debug_init[533] -- User-Agent: "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/133.0.0.0 Safari/537.36" [httpsd 4759 - 1741284833 info] fweb_debug_init[535] -- Handler "api_monitor_v2-handler" assigned to request [httpsd 4759 - 1741284833 warning] _extract_key_param[97] -- REST API key in URL parameters is disabled. [httpsd 4759 - 1741284833 warning] _extract_key_param[97] -- REST API key in URL parameters is disabled. [httpsd 4759 - 1741284833 info] api_store_parameter[334] -- add API parameter 'vdom' (type=string) [httpsd 4759 - 1741284833 info] endpoint_process_req_vdom[1084] -- new API request (action='timeout',path='system',name='config',vdom='root',user='admin') [httpsd 4759 - 1741284833 info] fweb_debug_final[355] -- Completed GET request for "/api/v2/monitor/system/config/timeout" (HTTP 200)
To stop the debugging, use the following command:
diagnose debug disable
For v7.2, v7.4, and above, other options available for direct registration are as follows. For v7.0, all of the following options are available except for the last one, -G.
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