Troubleshooting Tip: Supervisor upgrade failed for 'ERROR: NO SUPPORT LICENSE'

[tnesh]

Description

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

• Contact the sales representative and get the 'Maintenance and Support' entitlement for the respective FortiSIEM serial number.
• 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.