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bwmf01
New Contributor

Error assigning Fortitoken: FortiCare unreachable

Hi everyone,

Every time I try to assign a new token and save the configuration, the error "FortiCare unreachable" comes out.

bwmf01_0-1655822034790.png

What I already checked:

- Old users can use the fortitoken. This error only comes out when I try to assign a new fortitoken to new users.

- I have available tokens to assign.

- I followed this page in the forum: https://community.fortinet.com/t5/FortiGate/Technical-Tip-FortiCare-is-unreachable/ta-p/205109 

bwmf01_1-1655822717859.png

- I also tried this page https://community.fortinet.com/t5/FortiGate/Troubleshooting-Tip-FortiCare-unreachable/ta-p/205343 and here is the output of the command "show system fortiguard".

bwmf01_2-1655823056830.png

Fortinet's model is FortiGate 50E and firmware's version is v5.4.1,build1064 (GA)

Please let me know if you need more information or command outputs.

 

Thanks in advance.

6 REPLIES 6
ssudhakar
Staff
Staff

Hi there:

 

Can you try the following from this KB :  https://community.fortinet.com/t5/FortiGate/Troubleshooting-Tip-FortiCare-unreachable/ta-p/205343

 

ssudhakar_0-1655830643975.png

Can you please let  me know if that fixes the problem ?

 

Thank you,

Hope.

bwmf01

Hi,

 

I tried editing the Fortiguard configuration as the screenshot, but I got an error with the first two commands. No problem setting up the last one.

 

bwmf01_0-1658758597217.png

 

Thanks.

ssudhakar

Hi there:

 

Can you provide me the output of "sh full system fortiguard" ?

 

Thank you,

Hope.

bwmf01

Hi,

 

Here's the command output:

bwmf01_0-1658826423457.png

 

Thanks.

pminarik
Staff
Staff

Your current firmware is rather ancient, which is almost assuredly the issue.

 

If you have access to the support portal, have a look at the Customer Support Bulletin issue # CSB-200106-1:

 

Starting on 1st May 2020, FortiToken Mobile registration servers will enforce TLS v1.2 protocol version. [...] 
After the 1st May 2020 all FortiGates requiring the FortiToken Mobile service must be running FortiOS software version v5.6 or later in order to support TLSv1.2 for FortiToken Mobile registration.
( https://support.fortinet.com/Information/Bulletin.aspx )

 

In other words, please upgrade. :)

[ corrections always welcome ]
twalk
New Contributor

Did upgrading the firmware fix this issue?

 

Thanks

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