Troubleshooting Tip: FortiClient stuck on register to EMS server during invitation authentication
Description
This article describes steps to resolve an issue where the FortiClient Zero Trust Telemetry remains stuck on the 'Connecting to EMS' loading screen without prompting for user credentials.
Scope
FortiClient EMS v7.0, v7.2, and v7.4 onwards.
Solution
Upon entering the invitation code, the application remains stuck on the connecting to EMS screen without prompting for user credentials.
Troubleshooting steps:
Install a SAML tracer browser extension (e.g., SAML Tracer).
Initiate the connection and capture the SAML request in the browser to identify the identity being passed to the EMS.
Review the captured SAML request to ensure the correct user account is being sent to the EMS.
Clear the browser's cache and cookies.
Restart the FortiClient invitation process. When prompted, make sure to sign in with the correct user credentials.