an error has occurred. if the problem persists contact your site administrator

[safwa]

Hello  

Project : 

 have fortiauthenticator  have a version 6.5.2 and fortigate ( client Radius) have a version 7.0.1

so my work i want that customer   wireless  authenticated by mail through  fortiauthenticator .

all work are ok  configuration in fortigate and   fortiauthenticator  :

when i try to write may mail in portal ...i receive code notification to my mail

after i write  this code in the portal   but  it show me this error  ==>   after writting this code in portal it not allow me ok and access to Interent 

an error has occurred. if the problem persists contact your site administrator 

so please i need from expert fortinet help me and what i can doing .

i wait a reply 

thanks 

[safwa]

i wait a reply 

thanks

[srajeswaran]

Can you check the traffic logs on Fortigate for the IP address on which you are getting the error? Running a flow trace debug would give more information.

[ebilcari]

This error I suppose is presented by the FortiAuthenticator web page. You have to check the logs for more info. Logging> Logs also the debugs from https://<fac>/debug/gui/

and the RADIUS debugs: https://<fac>/debug/radius/

[safwa]

Thanks to reply me  you will a file for this log from  FortiAuthenticator web page 

thanks to check and i wait your reply and solution

date=2023-06-15 time=11:40:22+0000 oid=1001 logid=20000 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="" status="" msg="CLI authentication attempt for 'admin'. <Result>: Success. <Details>: Credentials verified." user="admin"
date=2023-06-15 time=11:40:19+0000 oid=1000 logid=20102 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="" status="" msg="CLI authentication attempt for 'admin'. <Result>: Failure <Details>: Invalid password." user="admin"
date=2023-06-15 time=11:35:22+0000 oid=999 logid=20994 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="Login" status="Success" msg="Web access granted to 'admin'" user="admin"
date=2023-06-15 time=11:35:22+0000 oid=998 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Administrator 'admin' logged in" user="admin"
date=2023-06-15 time=11:35:22+0000 oid=997 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Local administrator authentication with no token successful" user="admin"
date=2023-06-15 time=11:32:32+0000 oid=996 logid=10301 cat="Event" subcat="Admin Configuration" level="error" nas="" action="" status="" msg="Cannot send verification code via SMS to user "mobile:21696819671":No license was purchased for FortiGuard Messaging Service" user=""
date=2023-06-15 time=11:32:32+0000 oid=995 logid=30907 cat="Event" subcat="System" level="error" nas="" action="" status="" msg="No license was purchased for FortiGuard Messaging Service" user=""
date=2023-06-15 time=11:30:16+0000 oid=994 logid=20603 cat="Event" subcat="Authentication" level="debug" nas="10.10.80.98" action="Login" status="Failed" msg="Failed to logon the Social user in guest portal[social-portal]. Please check the Radius Authentication log for more details" user="email:imed.jlailia@sotetel.tn"
date=2023-06-15 time=11:30:15+0000 oid=993 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Local User: email:imed.jlailia@sotetel.tn (changed fields: password)" user=""
date=2023-06-15 time=11:30:15+0000 oid=992 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Setting: log_disable_db_logger (changed fields: value)" user=""
date=2023-06-15 time=11:27:44+0000 oid=991 logid=30908 cat="Event" subcat="System" level="information" nas="" action="" status="" msg="smtp mail: send to imed.jlailia@sotetel.tn via 41.226.22.114:25 ok" user="admin"
date=2023-06-15 time=11:18:24+0000 oid=990 logid=20995 cat="Event" subcat="Authentication" level="information" nas="" action="Logout" status="" msg="Administrator 'admin' logged out" user="admin"
date=2023-06-15 time=11:13:22+0000 oid=989 logid=20994 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="Login" status="Success" msg="Web access granted to 'admin'" user="admin"
date=2023-06-15 time=11:13:22+0000 oid=988 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Administrator 'admin' logged in" user="admin"
date=2023-06-15 time=11:13:22+0000 oid=987 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Local administrator authentication with no token successful" user="admin"
date=2023-06-15 time=11:09:38+0000 oid=986 logid=20603 cat="Event" subcat="Authentication" level="debug" nas="10.10.80.98" action="Login" status="Failed" msg="Failed to logon the Social user in guest portal[social-portal]. Please check the Radius Authentication log for more details" user="email:imed.jlailia@sotetel.tn"
date=2023-06-15 time=11:09:37+0000 oid=985 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Local User: email:imed.jlailia@sotetel.tn (changed fields: password)" user=""
date=2023-06-15 time=11:09:37+0000 oid=984 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Setting: log_disable_db_logger (changed fields: value)" user=""
date=2023-06-15 time=11:09:05+0000 oid=983 logid=30908 cat="Event" subcat="System" level="information" nas="" action="" status="" msg="smtp mail: send to imed.jlailia@sotetel.tn via 41.226.22.114:25 ok" user="admin"
date=2023-06-15 time=09:15:03+0000 oid=982 logid=30301 cat="Event" subcat="System" level="notice" nas="" action="" status="" msg="Successfully deleted 0 out of 0 logs with timestamp older than 2022-06-20 09:15:03.343810+00:00" user=""
date=2023-06-15 time=09:15:03+0000 oid=981 logid=30301 cat="Event" subcat="System" level="notice" nas="" action="" status="" msg="Deleting logs older than 12 month(s)" user=""
date=2023-06-15 time=09:12:28+0000 oid=980 logid=20603 cat="Event" subcat="Authentication" level="debug" nas="10.10.80.98" action="Login" status="Failed" msg="Failed to logon the Social user in guest portal[social-portal]. Please check the Radius Authentication log for more details" user="email:imed.jlailia@sotetel.tn"
date=2023-06-15 time=09:12:27+0000 oid=979 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Local User: email:imed.jlailia@sotetel.tn (changed fields: password)" user=""
date=2023-06-15 time=09:12:27+0000 oid=978 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Setting: log_disable_db_logger (changed fields: value)" user=""
date=2023-06-15 time=09:11:56+0000 oid=977 logid=30908 cat="Event" subcat="System" level="information" nas="" action="" status="" msg="smtp mail: send to imed.jlailia@sotetel.tn via 41.226.22.114:25 ok" user="admin"
date=2023-06-15 time=09:03:04+0000 oid=976 logid=20994 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="Login" status="Success" msg="Web access granted to 'admin'" user="admin"
date=2023-06-15 time=09:03:04+0000 oid=975 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Administrator 'admin' logged in" user="admin"
date=2023-06-15 time=09:03:04+0000 oid=974 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Local administrator authentication with no token successful" user="admin"
date=2023-06-15 time=09:02:51+0000 oid=973 logid=20995 cat="Event" subcat="Authentication" level="information" nas="" action="Logout" status="" msg="Administrator 'admin' logged out" user="admin"
date=2023-06-15 time=09:02:51+0000 oid=972 logid=20994 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="Login" status="Success" msg="Web access granted to 'admin'" user="admin"
date=2023-06-15 time=09:02:51+0000 oid=971 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Administrator 'admin' logged in" user="admin"
date=2023-06-15 time=09:02:51+0000 oid=970 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Local administrator authentication with no token successful" user="admin"
date=2023-06-15 time=08:51:18+0000 oid=969 logid=20603 cat="Event" subcat="Authentication" level="debug" nas="10.10.80.104" action="Login" status="Failed" msg="Failed to logon the Social user in guest portal[social-portal]. Please check the Radius Authentication log for more details" user="email:dhikra.marghli@hotmail.com"
date=2023-06-15 time=08:51:17+0000 oid=968 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Local User: email:dhikra.marghli@hotmail.com (changed fields: password)" user=""
date=2023-06-15 time=08:51:17+0000 oid=967 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Setting: log_disable_db_logger (changed fields: value)" user=""
date=2023-06-15 time=08:50:31+0000 oid=966 logid=30908 cat="Event" subcat="System" level="information" nas="" action="" status="" msg="smtp mail: send to dhikra.marghli@hotmail.com via 41.226.22.114:25 ok" user="admin"
date=2023-06-15 time=08:49:45+0000 oid=965 logid=20995 cat="Event" subcat="Authentication" level="information" nas="" action="Logout" status="" msg="Administrator 'admin' logged out" user="admin"
date=2023-06-15 time=08:47:36+0000 oid=964 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Email Service: Administrators (changed fields: SMTP server)" user=""
date=2023-06-15 time=08:46:21+0000 oid=963 logid=20994 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="Login" status="Success" msg="Web access granted to 'admin'" user="admin"
date=2023-06-15 time=08:46:21+0000 oid=962 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Administrator 'admin' logged in" user="admin"
date=2023-06-15 time=08:46:21+0000 oid=961 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Local administrator authentication with no token successful" user="admin"
date=2023-06-15 time=08:43:13+0000 oid=960 logid=20994 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="Login" status="Success" msg="Web access granted to 'admin'" user="admin"
date=2023-06-15 time=08:43:13+0000 oid=959 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Administrator 'admin' logged in" user="admin"
date=2023-06-15 time=08:43:13+0000 oid=958 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Local administrator authentication with no token successful" user="admin"
date=2023-06-15 time=08:24:30+0000 oid=957 logid=20603 cat="Event" subcat="Authentication" level="debug" nas="10.10.80.104" action="Login" status="Failed" msg="Failed to logon the Social user in guest portal[social-portal]. Please check the Radius Authentication log for more details" user="email:dhikra.marghli@hotmail.com"
date=2023-06-15 time=08:24:29+0000 oid=956 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Local User: email:dhikra.marghli@hotmail.com (changed fields: password)" user=""
date=2023-06-15 time=08:24:29+0000 oid=955 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Setting: log_disable_db_logger (changed fields: value)" user=""
date=2023-06-15 time=08:23:44+0000 oid=954 logid=30908 cat="Event" subcat="System" level="information" nas="" action="" status="" msg="smtp mail: send to dhikra.marghli@hotmail.com via 41.226.22.114:25 ok" user="admin"
date=2023-06-15 time=08:21:27+0000 oid=953 logid=30001 cat="Event" subcat="System" level="notice" nas="" action="" status="" msg="Updating FSSO server to apply DNS configuration changes" user=""
date=2023-06-15 time=08:21:27+0000 oid=952 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Setting: dns_secondary_ns (changed fields: value)" user=""
date=2023-06-15 time=08:18:53+0000 oid=951 logid=20994 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="Login" status="Success" msg="Web access granted to 'admin'" user="admin"
date=2023-06-15 time=08:18:53+0000 oid=950 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Administrator 'admin' logged in" user="admin"
date=2023-06-15 time=08:18:53+0000 oid=949 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Local administrator authentication with no token successful" user="admin"
date=2023-06-15 time=08:05:50+0000 oid=948 logid=20995 cat="Event" subcat="Authentication" level="information" nas="" action="Logout" status="" msg="Administrator 'admin' logged out" user="admin"
date=2023-06-15 time=08:05:50+0000 oid=947 logid=20994 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="Login" status="Success" msg="Web access granted to 'admin'" user="admin"
date=2023-06-15 time=08:05:50+0000 oid=946 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Administrator 'admin' logged in" user="admin"
date=2023-06-15 time=08:05:50+0000 oid=945 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Local administrator authentication with no token successful" user="admin"
date=2023-06-15 time=08:04:45+0000 oid=944 logid=20603 cat="Event" subcat="Authentication" level="debug" nas="10.10.80.98" action="Login" status="Failed" msg="Failed to logon the Social user in guest portal[social-portal]. Please check the Radius Authentication log for more details" user="email:imedjlailia@gmail.com"
date=2023-06-15 time=08:04:44+0000 oid=943 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Local User: email:imedjlailia@gmail.com (changed fields: password)" user=""
date=2023-06-15 time=08:04:44+0000 oid=942 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Setting: log_disable_db_logger (changed fields: value)" user=""
date=2023-06-15 time=08:04:17+0000 oid=941 logid=30908 cat="Event" subcat="System" level="information" nas="" action="" status="" msg="smtp mail: send to imedjlailia@gmail.com via 41.226.22.114:25 ok" user="admin"
date=2023-06-15 time=08:00:39+0000 oid=940 logid=30908 cat="Event" subcat="System" level="information" nas="" action="" status="" msg="smtp mail: send to imed.jlailia@sotetel.tn via 41.226.22.114:25 ok" user="admin"
date=2023-06-15 time=07:55:42+0000 oid=939 logid=20995 cat="Event" subcat="Authentication" level="information" nas="" action="Logout" status="" msg="Administrator 'admin' logged out" user="admin"
date=2023-06-15 time=07:54:04+0000 oid=938 logid=10002 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Edit" status="" msg="Edited Email Service: Users (changed fields: SMTP server)" user=""
date=2023-06-15 time=07:53:14+0000 oid=937 logid=10001 cat="Event" subcat="Admin Configuration" level="information" nas="" action="Add" status="" msg="Added SMTP Server: smtps (41.226.22.114:25)" user=""
date=2023-06-15 time=07:52:46+0000 oid=936 logid=30908 cat="Event" subcat="System" level="information" nas="" action="" status="" msg="smtp mail: send to imedjlailia@gmail.com via 41.226.22.114:25 ok" user="admin"
date=2023-06-15 time=07:51:54+0000 oid=935 logid=30908 cat="Event" subcat="System" level="error" nas="" action="" status="" msg="smtp mail: failed send to imedjlailia@gmail.com via smtps.topnet.tn:587, Refused" user="admin"
date=2023-06-15 time=07:48:00+0000 oid=934 logid=20994 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="Login" status="Success" msg="Web access granted to 'admin'" user="admin"
date=2023-06-15 time=07:48:00+0000 oid=933 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Administrator 'admin' logged in" user="admin"
date=2023-06-15 time=07:48:00+0000 oid=932 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Local administrator authentication with no token successful" user="admin"
date=2023-06-15 time=07:47:51+0000 oid=931 logid=20995 cat="Event" subcat="Authentication" level="information" nas="" action="Logout" status="" msg="Administrator 'admin' logged out" user="admin"
date=2023-06-15 time=07:45:25+0000 oid=930 logid=30908 cat="Event" subcat="System" level="information" nas="" action="" status="" msg="smtp mail: send to imed.jlailia@sotetel.tn via localhost:25 ok" user="admin"
date=2023-06-15 time=07:45:21+0000 oid=929 logid=30908 cat="Event" subcat="System" level="information" nas="" action="" status="" msg="smtp mail: send to imedjlailia@gmail.com via localhost:25 ok" user="admin"
date=2023-06-15 time=07:45:12+0000 oid=928 logid=30908 cat="Event" subcat="System" level="information" nas="" action="" status="" msg="smtp mail: send to imedjlailia@gmail.com via localhost:25 ok" user="admin"
date=2023-06-15 time=07:44:33+0000 oid=927 logid=30908 cat="Event" subcat="System" level="error" nas="" action="" status="" msg="smtp mail: failed send to imed.jlailia@sotetel.tn via smtp.tonet.tn:25, failed to start session, error: Name or service not known" user="admin"
date=2023-06-15 time=07:44:20+0000 oid=926 logid=30908 cat="Event" subcat="System" level="error" nas="" action="" status="" msg="smtp mail: failed send to imedjlailia@gmail.com via smtp.tonet.tn:25, failed to start session, error: Name or service not known" user="admin"
date=2023-06-15 time=07:42:46+0000 oid=925 logid=20994 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="Login" status="Success" msg="Web access granted to 'admin'" user="admin"
date=2023-06-15 time=07:42:46+0000 oid=924 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Administrator 'admin' logged in" user="admin"
date=2023-06-15 time=07:42:46+0000 oid=923 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Local administrator authentication with no token successful" user="admin"
date=2023-06-15 time=07:39:40+0000 oid=922 logid=20994 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="Login" status="Success" msg="Web access granted to 'admin'" user="admin"
date=2023-06-15 time=07:39:40+0000 oid=921 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Administrator 'admin' logged in" user="admin"
date=2023-06-15 time=07:39:40+0000 oid=920 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Local administrator authentication with no token successful" user="admin"
date=2023-06-15 time=06:49:17+0000 oid=919 logid=20994 cat="Event" subcat="Authentication" level="information" nas="10.60.60.1" action="Login" status="Success" msg="Web access granted to 'admin'" user="admin"
date=2023-06-15 time=06:49:17+0000 oid=918 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Administrator 'admin' logged in" user="admin"
date=2023-06-15 time=06:49:17+0000 oid=917 logid=20994 cat="Event" subcat="Authentication" level="information" nas="" action="Login" status="Success" msg="Local administrator authentication with no token successful" user="admin"
date=2023-06-14 time=17:55:20+0000 oid=916 logid=20995 cat="Event" subcat="Authentication" level="information" nas="" action="Logout" status="" msg="Administrator 'admin' logged out" user="admin"

[ebilcari]

It looks like you had some problem with SMTP that are resolved now and the email are sent. Now it's complaining about RADIUS failing:
date=2023-06-15 time=11:30:16+0000 oid=994 logid=20603 cat="Event" subcat="Authentication" level="debug" nas="10.10.80.98" action="Login" status="Failed" msg="Failed to logon the Social user in guest portal[social-portal]. Please check the Radius Authentication log for more details" user="email:imed.jlailia@sotetel.tn"

Can you check the RADIUS debugs: https://<fac>/debug/radius/
and please save it to a text file if you will upload it here it will be easy to search on, also the MAC address and the username of the test device are needed.

[Faiza_Emam_Delhi]

you are encountering an error when trying to authenticate wireless clients using FortiAuthenticator and FortiGate. The error message you are seeing ("an error has occurred. if the problem persists contact your site administrator") is a generic error message that does not provide specific information about the issue.

Here are some steps you can take to troubleshoot this issue:

1. Check the logs on both the FortiAuthenticator and FortiGate devices for any errors or warnings related to the authentication process. This may give you more information about what is causing the issue.

2. Verify that the configuration on both devices is correct. Make sure that the authentication settings, such as RADIUS server settings and user groups, are configured properly.

3. Try using a different email address to authenticate and see if the issue persists. This may help isolate the issue to a specific email address or domain.

4. If you are still experiencing issues, consider reaching out to Fortinet support for further assistance. They may be able to provide more specific guidance based on your specific situation.

By following these steps, you can further isolate the issue and determine the root cause of the problem.