Technical Tip: Customer portal SD-WAN monitoring map is not loading

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Description
This article describes why the customer portal SD-WAN Monitoring map is not loading.

Solution
By default, FortiPortal is connecting to 'mapserver.fortinet.com' to load the map.  

1) Scenarios:

Loading failure.

Loading successfully.

2) Make sure the FortiPortal is able to resolve the domain, else check the DNS setting or any upstream firewall that may block the DNS traffic. In system log, the error logs will appear as follow if it is failed to resolve.

2021-08-06T12:01:24,006[http-nio-127.0.0.1-8443-exec-18] ERROR c.f.f.w.r.c.c.FortinetGoogleMapController:350 --> Exception caught: mapserver.fortinet.com: Temporary failure in name resolution
2021-08-06T12:01:24,007[http-nio-127.0.0.1-8443-exec-18] ERROR c.f.f.c.FpcErrorHandler:226 --> java.net.UnknownHostException: mapserver.fortinet.com: Temporary failure in name resolution

3) Make sure to re-upload the v6.0 or newer license file in order to load the map properly. This may result from the upgrade from version v5.3 to v6.0. Go to the support portal and re-download the FPC license file again by choosing 'License File Download (v6.0 or newer)', then upload again into the FPC GUI, no reboot is required. Refresh the GUI and the map should get loaded. In system log, the error logs will appear as follow if it is failed to load.

2021-08-06T22:35:22,034[http-nio-127.0.0.1-8443-exec-16] ERROR c.f.f.w.r.c.c.FortinetGoogleMapController:347 <----- Exception caught: Cannot extract private key from current license. Make sure that the uploaded license is a newer versioned subscription license, which includes built-in private key and certificate pairs.

2021-08-06T22:35:22,034[http-nio-127.0.0.1-8443-exec-16] ERROR c.f.f.c.FpcErrorHandler:216                   <----- java.lang.IllegalStateException: Cannot extract private key from current license. Make sure that the uploaded license is a newer versioned subscription license, which includes built-in private key and certificate pairs.