FortiGate devices not displayed in FortiGate Cloud Device Map

Description

An issue where FortiGate devices are visible in the device list but do not appear on the FortiCloud device map due to license requirements.

Scope

FortiGate, FortiGate Cloud.

Solution

Symptoms:
FortiGate devices are listed correctly in the FortiCloud device list, but the device map section remains empty or does not display the equipment.

Before:
 

After:

Root cause:
The FortiCloud device map requires a specific license level to display devices. Devices with only a free FortiGate Cloud license or basic support contracts (such as FortiCare Premium) are filtered out and not shown on the map. Only devices with a standard license that includes log retention or an Enhanced license with a PREMIUM support type are displayed.

Ensure that the FortiGate devices are registered with a valid subscription that supports map visualization.

1. Verify the license status of the FortiGate devices in the FortiCloud portal.

2. Confirm that the devices have a standard license (log retention) or an Enhanced license with support type PREMIUM.

Verification steps:

1. Check license status in the FortiGate Cloud portal:

   • Log in to the correct region of FortiGate Cloud.

   • Go to Devices and Provisioning → Device List → FortiGate.

   • Locate the device(s) and review the Subscription / License column (or hover for details).

   • Confirm whether the device has:

     • Standard license (log retention), or:

     • Enhanced license with PREMIUM support type.

2. Confirm registration and region on the FortiGate:

   • GUI: Dashboard → Status → FortiGate Cloud → Verify status is Activated and note the account ID / region.

CLI:

diagnose test application forticldd 1

Look for 'acct_id=...'.

diagnose test application forticldd 3

Look for Domain: GLOBAL (or US / EU, etc.).