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FortiCare communication failed error when assigning token to user

Hi all!


Since today, we can't assign token to user. We just changed our cellphone fleet and we need to reassign token to everyone to for the holidays. Our device is still on contract until 2020.


When trying to assign new token to forti user, We get FortiCare communication failed.


When enabling debug, here what I get : Runtime Error


Any help is appreciated here !



ftm_cfg_provision_token[348]:provision token: FTKMOBXXXXXXXXX
ftm_fc_cfg_set_fd_mgmt_vdom[47]:Using vfid=0 (mgmt:0 ha:1)
ftm_fc_comm_send_request[339]:send packet to forticare success.
POST /SoftToken/Provisioning.asmx/Process HTTP/1.1
Accept: application/json, text/javascript, */*, q=0.01
Content-Type: application/json;charset=utf-8
X-Requested-With: XMLHttpRequest
Accept-Language: en-us
Accept-Encoding: gzip, deflate
User-Agent: Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; WOW64; Trident/5.0)
Host: xx.xx.xx.xx
Content-Length: 346
Connection: Keep-Alive
Cache-Control: no-cache
{ "d": { "__type": "SoftToken.ProvisionRequest", "__version": "3", "__device_version": "5.0", "__device_build": "1117", "serial_number": "FG080DXXXXXXXX", "__clustered_sns": [ ], "tokens": [ { "token": "FTKMOBXXXXXXX", "seed": "XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX", "code_expire": 4320, "type": "totp", "period": 60, "digits": 6 } ] } }
ftm_fc_comm_recv_response[525]:receive packet from forticare success.
{"d":{"__type":"SoftToken.STResponse","__version":"3","__device_version":"5.0","__device_build":"1117","serial_number":"FG080DXXXXXXXX","__clustered_sns":[],"result":0,"error":{"error_code":1,"error_message":"Runtime error"}}}
ftm_fc_command[512]:forticare response invalid [-6]
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