diagnostics tool wont run

windows 8.1 - forticlient newest version as of 2/8/2019

we have been trying to install forticlient across our network. I had a user contact me with issues connecting. After further inspection I see the configs look fine so I use the FCremove tool to remove it. After a reboot I go to forticlient webpage to get a fresh install. I get the same issue being the user cant connect to the vpn. When you click connect no % is shown then disconnect pops up below it while leaving the connect button above it. I have tried to run diagnostics tool in forticlient and nothing starts. Our other deployments have not had this issue. I have done driver and bios updates and still have no success.