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How to fix supervisor upgrade failed for ‘ERROR: NO SUPPORT LICENSE’

By: Author Alex Lim

Posted on

Categories Troubleshooting

This article describes how to troubleshoot for Supervisor upgrade failed with Error No Support License.

Scope

FortiSIEM v7.

Sample error

Getting the below error during the FortiSIEM Supervisor upgrade:

/opt/phoenix/bin/phLicenseToolFound, Verifying General License

HAS GENERAL LICENSE

/opt/phoenix/bin/phLicenseToolFound, Verifying Support License

ERROR: NO SUPPORT LICENSE

Reason

  • There is no valid ‘Maintenance and Support’ entitlement tied to the FortiSIEM serial number.
  • This can be verified by running below CLI command below and verifying the ‘Maintenance and Support‘ status:
[root@Supervisor ~]# phLicenseTool --show
License Information:
Attribute Value Expiration Date
Serial Number FSMS0100000XXXX1
Hardware ID EXXXXXX6...5XXXXXXXXXX1
Licensed Hardware ID EXXXXXX6...5XXXXXXXXXX1
License Type Enterprise
Devices 15000 Sep 11, 2024
Endpoint Devices N/A N/A
Additional EPS N/A N/A
Total EPS 15000 Sep 11, 2024
Agents 200 Sep 11, 2024
UEBA Telemetry 500 Sep 11, 2024
IOC Service N/A N/A
High Availability Support N/A Perpetual
Maintenance and Support N/A N/A

Solution

  1. Contact the sales representative and get the ‘Maintenance and Support’ entitlement for the respective FortiSIEM serial number.
  2. Once FortiSIEM has a valid ‘Maintenance and Support’ entitlement, download the FortiSIEM license from support.fortinet.com and upload it to Supervisor > Admin > License > General > Upload License.

Once FortiSIEM has a valid 'Maintenance and Support' entitlement, download the FortiSIEM license from support.fortinet.com and upload it to Supervisor > Admin > License > General > Upload License.

Proceed to verify the License entitlement status.

From CLI:

[root@Supervisor ~]# phLicenseTool --show
License Information:
Attribute Value Expiration Date
Serial Number FSMS0100000XXXX1
Hardware ID EXXXXXX6...5XXXXXXXXXX1
Licensed Hardware ID EXXXXXX6...5XXXXXXXXXX1
License Type Enterprise
Devices 15000 Sep 11, 2024
Endpoint Devices N/A N/A
Additional EPS N/A N/A
Total EPS 15000 Sep 11, 2024
Agents 200 Sep 11, 2024
UEBA Telemetry 500 Sep 11, 2024
IOC Service Valid Sep 11, 2024
High Availability Support Valid Sep 11, 2024
Maintenance and Support Valid Sep 11, 2024

From GUI:

Go under Supervisor > Admin > License > General.

Go under Supervisor > Admin > License > General.