Description
This article describes it is not possible to add a new FortiAP on FortiAP Cloud due to an error 'the device ID is invalid or the device model is not supported'.
Scope
Cannot manage FortiAP on FortiAP Cloud and hence WiFi Users cannot use WiFi service
Ensure FortiAP is running on latest firmware.
New firmware can be downloaded from Fortinet Support portal: https://support.fortinet.com/
Solution
1) Verify if the entered FortiAPCloud key is correct and matches with the FortiAPCloud key printed on a sticker located on the FortiAP.
2) If FortiAP Cloud key is correct, but not working on FortiAP Cloud portal then log a new ticket with Fortinet Support and submit below information in the ticket for further investigation:
This article describes it is not possible to add a new FortiAP on FortiAP Cloud due to an error 'the device ID is invalid or the device model is not supported'.
Scope
Cannot manage FortiAP on FortiAP Cloud and hence WiFi Users cannot use WiFi service
Ensure FortiAP is running on latest firmware.
New firmware can be downloaded from Fortinet Support portal: https://support.fortinet.com/
Solution
1) Verify if the entered FortiAPCloud key is correct and matches with the FortiAPCloud key printed on a sticker located on the FortiAP.
2) If FortiAP Cloud key is correct, but not working on FortiAP Cloud portal then log a new ticket with Fortinet Support and submit below information in the ticket for further investigation:
- Serial number of the FortiAP:
- FortiAP Cloud Key:
- FortiAP Cloud domain (Global/Europe/Japan):
- FortiAP registered Email ID:
Note: FortiAP Serial Number and FortiAPCloud Key can be found on FortiAP product label/sticker or can be found from 'fap-get-status' command output from FortiAP CLI
Related documents:
1) FortiAP Cloud workflow and Getting started – Page 10 & 11:
https://fortinetweb.s3.amazonaws.com/docs.fortinet.com/v2/attachments/da59a823-ba8f-11ea-8b7d-005056...
2) Adding a FortiAP device to FortiAP Cloud with a key – Page 17:
https://fortinetweb.s3.amazonaws.com/docs.fortinet.com/v2/attachments/da59a823-ba8f-11ea-8b7d-005056...
3) Adding a FortiAP device to FortiAP Cloud without a key – Page 17:
https://fortinetweb.s3.amazonaws.com/docs.fortinet.com/v2/attachments/da59a823-ba8f-11ea-8b7d-005056...
