Frequently Asked Questions

FortiToken 5.4
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February 28. 2023

FortiToken 5.4 Frequently Asked Questions
33-540-747626-20230228
 TABLE OF CONTENTS

Change Log 4
Overview 5
Token 6
Settings 8
Management 9
FortiClient & FortiToken Mobile 10
Error 11
FortiToken Mobile & FortiGate 12
FortiToken Mobile & FortiAuthenticator 13

FortiToken 5.4 Frequently Asked Questions 3

Fortinet Inc.
Change Log

Date Change Description

2022-07-14 Initial release.

2022-12-13 Updates throughout.

FortiToken 5.4 Frequently Asked Questions 4

Fortinet Inc.
Overview

This document details frequently asked questions by customers and the recommended resolution. Questions are
categorized by related issue:
l Token on page 6
l Settings on page 8
l Management on page 9
l FortiClient & FortiToken Mobile on page 10
l Error on page 11
l FortiToken Mobile & FortiGate on page 12
l FortiToken Mobile & FortiAuthenticator on page 13

FortiToken 5.4 Frequently Asked Questions 5

Fortinet Inc.
Token

Category Question Answer

Request new token I downloaded the FortiToken app but have Contact your IT or support team to request an
not received any activation code via email. activation code.
How can I get a new barcode to register my
account?

Activate token I have a new phone and need to scan a key Both ways work equally well. The easier
code or add it manually to get access to my method is scanning the QR code to activate
remote work station. Which method should I the token.
use?

Transfer token I switched phones and need to transfer To transfer your tokens:
tokens from my old phone to my new phone. 1. Launch the FortiToken app on your old
How do I do this? device.
2. Tap info on an iOS device or the menu
icon on an Android device.
3. Tap Transfer Tokens and follow the
instruction to start the token transfer. An
email with a transfer code will be sent to
you.
4. Scan the transfer code on the new
device to complete the token transfer
process.

Duplicate token I’m having problems scanning the barcode. It This error means you have duplicate tokens
tells me I have duplicate barcodes on my with same token serial number. Please delete
account. the existing token then scan the barcode
again.

Expired token I have an SMS mesage with an activation This activation code has expired so it cannot
code. When I fill in my login and password be activated. You must request a new token.
(activation code), I get the error : "FortiCare : See the FortiToken Mobile User Guide for
provision code not exist". more information about how to activate your
token.

Purchase token How do I purchase a token? FortiToken Mobile for iOS supports in-app
purchases.
To make an in-app purchase:
1. In the FortiToken Mobile for iOS app, tap
Info and then Buy Tokens.
Follow the in-app purchase instructions
to buy 5 or 10 tokens.
2. When the process is complete, a token
redemption certificate displays in the

FortiToken 5.4 Frequently Asked Questions 6

Fortinet Inc.
 Category Question Answer

Purchase History list.

Reset token How do I reset my FortiToken app? It is Request a new activation code from your IT
asking for a barcode or key to add an support team or system administrator.
account. The activation code can be received by either
email or SMS.

Reset token I had to change phones due to my old phone You must request a new token.
no longer working. I need to transfer my You can only transfer a token from an old
token to my new phone. However, I do not phone to a new phone if you are able to
have access to my old phone. access the old phone.
How can I do this?

FortiToken 5.4 Frequently Asked Questions 7

Fortinet Inc.
Settings

Category Question Answer

PIN Is there a way to reset or retreive the 4 digit FortiToken Mobile does not support PIN reset
PINt? or retreival. After 10 incorrect PIN attempts,
the app will be reset.

Touch/Face ID I have activated Touch/Face ID in the settings You need to enable Touch/Face ID on
of my iPhone for FortiToken as requested. FortiToken Mobile and then relaunch the app.
Unfortunately, it still doesn't work. You will see "Do you want to allow
FortiToken to use Touch/FaceID?" Tap OK.
The FortiToken Mobile Touch/Face ID
feature will work after re-launching the app.

Camera access What should I do if a black screen displays Ensure you have granted FortiToken Mobile
when scanning the barcode? access to your phone camera. Check the
permissions for your particular device.

Notification access I am not receiving requests to approve on my Verify that notifications are enabled in the
iPhone. I had no issues until yesterday. device Settings > FortiToken> Notifications>
How do I change settings to begin receiving Allow Notifications. Make sure Allow
them again? Notifications is enabled.

FortiToken 5.4 Frequently Asked Questions 8

Fortinet Inc.
Management

Category Question Answer

Install app My FortiToken Mobile app is normally on my Yes, you can delete and re-download
phone but it’s currently not accessible. Can I FortiToken Mobile.
re-download it to my iPad? Alternatively, transfer your tokens first, then
delete Fortitoken Mobile. Scan the transfer
code on the same device after re-installing
the FortiToken Mobile app.

Force delete tokens My phone that I was using for MFA failed, and This is expected on FortiToken Mobile
I replaced it on a new phone, but FortiToken because the app doesn’t allow the same
Mobile forced me to delete the entries it had. token to display on two different devices for
How can I set it to my new phone? security reasons.
If you are an administrator of the FortiCloud
account and cannot log in to the FortiCloud
account due to a lost token, you need to
contact Fortinet support to request a new
token for your account.

Backup and restore I have a new iPhone and have discovered You are not able to see any token on the new
FortiTokens are no longer working on device and this is as expected. You will need
FortiToken Mobile. The message tells me to to use FortiToken Mobile on your old device.
either scan a barcode or enter manually. Alternatively, backup the old device via
iTunes, then reset the old device and restore
the backup to your new device (please be
aware that this way is controlled by iOS and
may not work properly due to different iOS
versions or iPhone models).

FortiToken 5.4 Frequently Asked Questions 9

Fortinet Inc.
FortiClient & FortiToken Mobile

Category Question Answer

Login request with I have the FortiClient app on my new Android If you want to connect to the target network
token phone. I have a new iPhone and I can't detect via FortiClient app, you need to enter the
it. How do I start using my token from the new username and password on the FortiClient
phone? app. Then you can start using tokens once a
token code is requested. You can either enter
the six digit code or directly approve the login
request on the FortiToken app.

FortiToken 5.4 Frequently Asked Questions 10

Fortinet Inc.
Error

Category Question Answer

Token code doesn't I see a "FTM Server: Token code doesn't Check that your device WiFi network is stable
exist error exist" error message when scanning the QR and try to scan again. If you still have issues,
code. please contact the support team to check
your token status is Assigned.

Transfer Token Error I got a new phone and was hoping to transfer If you cannot complete the request smoothly,
my tokens to my new device. The app will not you may not able to receive the transfer code.
let me complete this request. Is it possible to Please request a new QR code from the
delete the app on this current device and get system administrator or support team, then
a new QR code for my new phone or scan it on your new device.
alternatively be provided with the transfer
code?

Token Name Error I cannot register due to "32 character This error means the Token Name field
limitation" of token name field. cannot contain more than 32 characters.
Please make sure you did not accidentally
input the token key into the Token Name field.
You may also scan the QR code to avoid
unnecessary error.

Cannot scan old I downloaded FortiToken Mobile and have If you scan the QR code on a new iPhone,
token on new device not gotten a QR code in email. I am unable to please transfer the token to keep using the
scan the old code provided. It shows same token on new devices.
activation failed. Can you send a new QR Tap Info on the top left of FortiToken Mobile
code? and then tap Transfer Tokens. You will
receive a transfer code. Scan it on the new
device.
If scanning the QR code on the same device,
please make sure you have a stable network.
Close, then re-launch the app to scan again.
If you still have issues, contact your system
administrator.

No token found error I got a "No token found" error when logging You must have activated the token on
in. What's the reason? yourdevice to be able to receive push
notifications and to avoid the "No token
found" error. Check if you have accidentally
deleted or transferred it. You can request a
new token from your system administrator if
you cannot retrieve the old token.

Forgot password How I can log in if I have forgotten my Please ask your administrator or support
password? team to help you reset your password.

FortiToken 5.4 Frequently Asked Questions 11

Fortinet Inc.
FortiToken Mobile & FortiGate

Category Question Answer

Migrate token license I previously purchased a FortiGate. With it I To transfer the token licenses from the old
purchased a set of five soft tokens. FortiGate to the new FortiGate, you will need
Recently I purchased a new FortiGate. I to submit a ticket to Fortinet Customer
would like to move my 5 purchased soft Service and provide the Fortinet account, old
tokens to this new firewall. and new device serial numbers, and
FortiToken license serial numbers.
The FortiToken license serial number is
found from the token license email and its
format is like EFTMxxxxxxxxxxxx.

Unassign token I have a new iPhone and have discovered This is a FortiGate-issued token which
FortiTokens are no longer working on cannot transfer to a new device. You can
FortiToken Mobile. The message tells me to unassign an old token for a user from the
either scan a barcode or enter manually. administration console of the FortiGate and
then issue a new token.

Import token license How can I import purchased tokens to To import purchased tokens:
FortiGate? 1. On the FortiGate, go to User &
Authentication> FortiTokens and select
Create New.
2. Select Mobile Token, and enter the 20-
digit certificate code in the Activation
Code box.

No push notification I have activated a token on FortiToken Mobile This happens because the token registration
received and then uninstalled FortiToken Mobile. Then ID was updated on FortiToken Mobile after
I reinstalled FortiToken Mobile and activated the new FortiToken Mobile app was installed,
the same token, but I cannot receive push but the old token registration ID is still stored
notifications. on the FortiGate.
What should I do to receive push After the token registration ID is updated by
notifications? FortiGuard, FortiGate queries it to send to
push proxy. The registration ID update has
up to a five minute delay on FOS. Wait five
minutes after token activation on the new
FortiToken Mobile app, then retry your login
authorization. The new FortiToken Mobile
app should now receive push notifications.

FortiToken 5.4 Frequently Asked Questions 12

Fortinet Inc.
FortiToken Mobile & FortiAuthenticator

Category Question Answer

Error: No valid token What configuration should I check if I receive Token transfer works on the latest FortiToken
found (17) a No valid token(17) error when transferring Mobile for iOS and Android with
tokens from my old device? FortiAuthenticator 6.4.0 or higher. This error
shows when FortiAuthenticator has an empty
value in the Public IP/FQDN field.
The following FortiAuthenticator settings
need to be configured properly to avoid this
error:
1. Token transfer is enabledin
FortiAuthenticator Authentication > User
Account Policies.
2. Public IP/FQDN and Port are set.
3. If you would like to transfer from
FortiToken Mobile for Android or iOS,
make sure your device can access the
FortiAuthenticator IP address.
Download a PING app from the app
store to verify that the FortiAuthenticator
can be reached.
Note: The two free trial tokens cannot
transfer.

FortiToken 5.4 Frequently Asked Questions 13

Fortinet Inc.
 www.fortinet.com

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