Webfilter license won't work despite having an active subscription

[norian]

Good afternoon Fortinet Community! Hoping someone can help me solve this issue, any information on the subject is appreciated

I'm currently facing strange problem with a Fortigate 100E firmware version 7.2.7.

O GUI system -> Fortiguard, webfiltering license shows as "Expired (Expiration Date: 2023/12/24)", but license isn't expired, it is due to 2025, if I click "renew" and manually enter the registration code I copy from FortiCloud (showing an active subscription) It says it has already been used by this Fortigate. On FortiCloud, everything seems normal, Web Filter license is active and on the correct Fortigate by checking it's SN.

I pretty much tried everything on this: https://community.fortinet.com/t5/FortiGate/Troubleshooting-Tip-FortiGuard-Web-Filtering-problems/ta...

I also tried setting: config system fortiguard; set interface-select-method sdwan; end, because this firewall uses SDWAN (even though I have applied multiple others webfiltering licenses with sdwan and never had any issue with it or had to set this manually)

If I go into Security Profiles -> Web Filter, Web Filter Profile, warning is given saying it's not licensed as well.

When ran diagose debug rating, Web filter contract status is ENABLED, and I do have policies using it.

Has anyone experieced something like this?

[raureada]

Hi @norian,

Good day.

Just to confirm if the Webfilter is enabled on any one of your firewall policies?

[hhasny]

Hi,

Verify first the SN matches what you have in the portal. If that good, try the following KB if it helps.

https://community.fortinet.com/t5/FortiGate/Technical-Tip-The-license-still-shows-as-expired-after-r...

It will instruct the Fortigate to reach out to Fortiguard to update its license information.

The debug would also show any error of failure.

regards,

[ezhupa]

Hello,

If you have just renewed the license, it might take a couple of hours until it is reflected in the GUI. FGT needs to connect with FortiGuard and retrieve license information so it might take some time to synchronize. The worst case scenario it can take up to 72 hours. 
You can check if FGT-Fortiguard communication is having issues. 
Usually the below resolves the issue of Fortiguard communication:
config system fortiguard
set fortiguard-anycast disable
set protocol udp
set port 8888

end

Hope this helps!
Enea

[hbac]

Hi @norian,

Web Filter license is not the same as FortiCare Support license. Please login to https://support.fortinet.com/asset/#/views/products and check the licenses. 

Regards,