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Tutek
Contributor

Forticare unreachable

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

 

6 REPLIES 6
RachelGomez123
Contributor

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
Contributor

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

pbangari
Staff
Staff

Hi Tutek,

Please share the output for '# show system fortiguard '

Tutek
Contributor

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
Contributor

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