How to fix unable to import mobile FortiTokens (‘import fortitoken license error: -7566)

This article describes how to diagnose and fix an issue where the user receives a FortiToken license error with code -7566 while importing a FortiToken through the CLI.

Scope

FortiGate.

Solution

When trying to import FortiToken from GUI, it shows the following error: ‘Internal Server Error’.

It will then show the following while importing it from CLI:

FW-021# exe fortitoken-mobile import 8F026EEE18XXXXXXX
import fortitoken license error: -7566

In debugs, the following lines appear:

{"d":{"__type":"SoftToken.ActivationLicenseResponse","__version":"4","serial_number":"FG100FXXXXXXX"
,"__device_version":"7.0","__device_build":"0632","__clustered_sns":[],"license_activation_code":
"8F026EEXXXXXXXF","license":"","tokens":null,"result":0,"error":{"error_code":16,"error_message":
"forticare license activation code invalid"}}}

Solution:

While adding the registration code we have to add hyphens as follows:

8F02-XXXX-XXXX-XXXX-XXXX