Troubleshooting Tip: Missing request and download endpoint diagnostic logs options in FortiClient EMS

FortiClient EMS allows administrators to request and download endpoint diagnostic logs directly from the FortiClient EMS console without requiring end-user interaction. Normally, this is done by navigating to:
Endpoints -> All Endpoints -> Select endpoint(s) -> Action -> Request Diagnostic Results.

It will take around 20 minutes to be able to download the available Diagnostic Results.

In some cases, these options may not appear. To troubleshoot:

• Check Administrator Permissions: Only administrators with sufficient rights can use this feature. The built-in Restricted and read-only administrator roles will not have this option.
• Check Endpoint Status: The endpoint status must be online. If it is offline, away, or otherwise disconnected, FortiClient EMS cannot request or download diagnostic logs, and the options will not appear.
• Check endpoint availability: If the endpoint disconnects or goes offline, before logs are generated, the request fails and can not be downloaded.

Note: Diagnostic log collection through FortiClient EMS may be unreliable if endpoint connectivity is unstable. If the collection fails, logs should be gathered manually as described in the following article:

Technical Tip: How to generate and export Debug logs from various platforms running with FortiClient and FortiClient EMS