Length of time to renew licence

[shredders2]

Hi,
We have a Fortigate 60F and go through a reseller who look after it for us. We had a Forticare licence renewal reminder 3 months ago but didn't act on it at the time (because it was 3 months away and we weren't sure if we would lose time by renewing early). No reminder was set internally (my fault) and no further reminders were received from the reseller. It expired last week and we have had to scramble to renew. The reseller put the renewal in last Thursday and it still hasn't renewed on the device, so we continue to have issues.
Is this normal 5 days later, and is there anything we (or they) can do to speed it up?
I have access to the dashboard and the CLI.
Thanks

[funkylicious]

usually a couple of hours after purchase from the reseller you should have the new license(s) up2date.

did you pass the FGT SN for which to activate it ?

[Toshi_Esumi]

No, if it went through on FTNT side, it shouldn't take more than an hour or two to get it updated at the FortiGuard. So either the order hasn't gone through to get to FTNT side or your FGT is having problem reaching FortiGuard.
Call in FTNT TAC/tech support to check if they can see it's renewed. And if so, get your FortiGuard connection troubleshot.

By the way, when you renew it prior to the expiration date, the new contract term starts on the expiration date, not the date you renewed. So you would never lose any days even if you renewed much earlier.

Toshi

[shredders2]

Thanks for the replies. I have passed them on to our reseller, who are also our general managed IT services provider. They have put an SLA on resolution to this as 23/01/2026 which is a long time to live with the problems this is causing us.