Forticare unreachable

[Tutek]

Hello,

how could I troubleshoot when during assign fortitoken mobile I get an error "Forticare unreachable"?

[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
ftm_cfg_provision_token[376]:provision token: FTKMOBXXXXXXXX
ftm_fc_provision_token[762]:Provision token:FTKMOBXXXXXXXXXX
ftm_fc_comm_connect[38]:ftm cannot resolve DNS
ftm_fc_command[539]:forticare [ftm2.fortinet.net:443] unreachable
ftm_cfg_provision_token[376]:provision token: FTKMOBXXXXXXXX
ftm_fc_provision_token[762]:Provision token:FTKMOBXXXXXXXXXX
ftm_fc_comm_connect[38]:ftm cannot resolve DNS
ftm_fc_command[539]:forticare [ftm2.fortinet.net:443] unreachable
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[152] fds_svr_default_timeout: try to get IPs for Forticlient-svr
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[3274] fds_handle_request: Received cmd 117 from pid-2091, len 4
[3286] fds_handle_request: Image list was updated within 86400 secs.
[465] fds_send_reply: Sending 1436 bytes data.
[3274] fds_handle_request: Received cmd 116 from pid-2091, len 0
[465] fds_send_reply: Sending 8 bytes data.
[3274] fds_handle_request: Received cmd 116 from pid-2091, len 0
[465] fds_send_reply: Sending 8 bytes data.
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[152] fds_svr_default_timeout: try to get IPs for Forticlient-svr
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[186] fds_get_addr: name=globalfctupdate2.fortinet.net, id=15888, cb=0x9588e8
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[152] fds_svr_default_timeout: try to get IPs for Forticlient-svr
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[3274] fds_handle_request: Received cmd 117 from pid-2091, len 4
[3286] fds_handle_request: Image list was updated within 86400 secs.
[465] fds_send_reply: Sending 1436 bytes data.
[3274] fds_handle_request: Received cmd 116 from pid-2091, len 0
[465] fds_send_reply: Sending 8 bytes data.
[3274] fds_handle_request: Received cmd 116 from pid-2091, len 0
[465] fds_send_reply: Sending 8 bytes data.
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[152] fds_svr_default_timeout: try to get IPs for Forticlient-svr
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[152] fds_svr_default_timeout: try to get IPs for Forticlient-svr
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[3274] fds_handle_request: Received cmd 117 from pid-2076, len 4
[3286] fds_handle_request: Image list was updated within 86400 secs.
[465] fds_send_reply: Sending 1436 bytes data.
[3274] fds_handle_request: Received cmd 116 from pid-2076, len 0
[465] fds_send_reply: Sending 8 bytes data.
[3274] fds_handle_request: Received cmd 116 from pid-2076, len 0
[465] fds_send_reply: Sending 8 bytes data.
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[152] fds_svr_default_timeout: try to get IPs for Forticlient-svr
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[186] fds_get_addr: name=globalfctupdate2.fortinet.net, id=15896, cb=0x9588e8
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[152] fds_svr_default_timeout: try to get IPs for Forticlient-svr
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[3274] fds_handle_request: Received cmd 117 from pid-2076, len 4
[3286] fds_handle_request: Image list was updated within 86400 secs.
[465] fds_send_reply: Sending 1436 bytes data.
[3274] fds_handle_request: Received cmd 116 from pid-2076, len 0
[465] fds_send_reply: Sending 8 bytes data.
[3274] fds_handle_request: Received cmd 116 from pid-2076, len 0
[465] fds_send_reply: Sending 8 bytes data.
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[152] fds_svr_default_timeout: try to get IPs for Forticlient-svr
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[152] fds_svr_default_timeout: try to get IPs for Forticlient-svr
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[3274] fds_handle_request: Received cmd 117 from pid-2091, len 4
[3286] fds_handle_request: Image list was updated within 86400 secs.
[465] fds_send_reply: Sending 1436 bytes data.
[3274] fds_handle_request: Received cmd 116 from pid-2091, len 0
[465] fds_send_reply: Sending 8 bytes data.
[3274] fds_handle_request: Received cmd 116 from pid-2091, len 0
[465] fds_send_reply: Sending 8 bytes data.
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[152] fds_svr_default_timeout: try to get IPs for Forticlient-svr
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[186] fds_get_addr: name=globalfctupdate2.fortinet.net, id=15904, cb=0x9588e8
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[152] fds_svr_default_timeout: try to get IPs for Forticlient-svr
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[3274] fds_handle_request: Received cmd 117 from pid-2112, len 4
[3286] fds_handle_request: Image list was updated within 86400 secs.
[465] fds_send_reply: Sending 1436 bytes data.
[3274] fds_handle_request: Received cmd 116 from pid-2112, len 0
[465] fds_send_reply: Sending 8 bytes data.
[3274] fds_handle_request: Received cmd 116 from pid-2112, len 0
[465] fds_send_reply: Sending 8 bytes data.
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[254] fds_resolv_addr: resolve 'globalfctupdate2.fortinet.net'
[152] fds_svr_default_timeout: try to get IPs for Forticlient-svr
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3
[71] dns_parse_resp: globalfctupdate2.fortinet.net: rcode=3

[RachelGomez123]

Enabling two-factor authentication for local user and assigning FortiToken mobile, error message appears in GUI:

'FortiCare unreachable':

Assigning FortiToken mobile to local user through CLI, error message appears:

Verifying FortiGuard configuration, it is possible to see

Reconfiguring FortiGuard settings through CLI in further way

Resolves the issue with error in GUI 'FortiCare unreachable

Regards,

Rachel Gomez

[Tutek]

sorry I don't understand your reply, what should I reconfigure and how?

[pbangari]

Hi Tutek,

Please share the output for '# show system fortiguard '

[Tutek]

Hello,

FGT (fortiguard) # get
fortiguard-anycast  : enable 
fortiguard-anycast-source: aws 
protocol            : https 
port                : 443 
load-balance-servers: 1
auto-join-forticloud: enable 
update-server-location: any 
sandbox-region      : 
antispam-force-off  : disable 
antispam-cache      : enable 
antispam-cache-ttl  : 1800
antispam-cache-mpercent: 2
antispam-license    : Expired
antispam-expiration : Sun Nov  6 2022
antispam-timeout    : 7
outbreak-prevention-force-off: disable 
outbreak-prevention-cache: enable 
outbreak-prevention-cache-ttl: 300
outbreak-prevention-cache-mpercent: 2
outbreak-prevention-license: Unknown
outbreak-prevention-expiration: N/A
outbreak-prevention-timeout: 7
webfilter-force-off : disable 
webfilter-cache     : enable 
webfilter-cache-ttl : 3600
webfilter-license   : Expired
webfilter-expiration: Sun Nov  6 2022
webfilter-timeout   : 15
anycast-sdns-server-ip: 0.0.0.0
anycast-sdns-server-port: 853
sdns-options        : 
source-ip           : 0.0.0.0
source-ip6          : ::
proxy-server-ip     : 0.0.0.0
proxy-server-port   : 0
proxy-username      : 
proxy-password      : * 
ddns-server-ip      : 0.0.0.0
ddns-server-port    : 443
interface-select-method: sdwan 

[pjawalekar]

Hi Tulek,

You can refer to the below document which describes how to fix error "FortiCare unreachable", while assigning FortiToken to local user.

https://community.fortinet.com/t5/FortiGate/Troubleshooting-Tip-FortiCare-unreachable/ta-p/205343

Regard's,

Pratik

[Tutek]

I know this document but these settings didn't change anything.