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cpietras-SCCI
cpietras-SCCI
New Member
November 25, 2024
Question

EMS server not creating download links for forticlient installer

  • November 25, 2024
  • 9 replies
  • 7466 views

I have created Installers but the link to download lists it as "Will start processing shortly" This has been like this over the weekend with no change.image.png

 

Is there any troubleshooting to see why it will not generate a download link.

9 replies

AEK
SuperUser
AEK
SuperUser
November 25, 2024

Do you see anything relevant in EMS logs?

Also make sure your EMS can reach Fortinet/FortiGuard services

AEK
    FortiNet_Newb
    FortiNet_Newb
    New Member
    November 25, 2024

    Try re-syncing your FortiClient EMS License:

     

    In EMS go to:

    Dashboard -> Status -> Config License -> Edit Account -> Login & Sync License Now

     

      miciti
      miciti
      Visitor III
      November 26, 2024

      I am having a similar issue - the link does created but leads to "Not found - the requested URL was not found on this server"

      I recognized the issue on 7.2.5 but after an upgrade to 7.2.6 it is still not working.

      preznik_FTNT
      Staff
      preznik_FTNT
      Staff
      November 28, 2024

      Hi,

       

      This is different issue from 7.4, and should be already resolved - in case you are using FortiClient Cloud.

       

      Thank you.

      solae
      solae
      Visitor III
      November 26, 2024

      Same here with 7.4.0 and no change after updating to 7.4.1. Has worked before, no change in the EMS or Network.

      Log is showing a Fortinet URL with Error 503.

      miciti
      miciti
      Visitor III
      November 28, 2024

      I did create a ticket - couldn't find out how to get it running on my own:

       

      "Dear Customer,Thank you for reaching out to Fortinet EMEA TAC support.Our infrastructure team is actively working on resolving the issue caused by the FortiClient package download problem.We will notify you as soon as the problem is resolved."

      PampuTV
      PampuTV
      Explorer
      December 3, 2024

      Any news on your support case? 

        miciti
        miciti
        Visitor III
        December 4, 2024

        Yes it was resolved. But I think there was a change on the FortiGuard site - I did not change anything on my system and it did work.

        Keep in mind I did have another error message than the initial post. 

        ("Not found - the requested URL was not found on this server")

        sjoshi
        Staff
        sjoshi
        Staff
        November 28, 2024

        Hi,

         

        Could you please share the EMS diagnostic logs with us to review?

        You can generate diagnostic logs with the following instructions:
        1) EMS -> System Settings -> Log Settings -> change "Info" to "Debug" level.
        2) Wait for 5-10 minutes. (Reproduce the issue)
        3) To generate the logs, please go to EMS > Administration > Generate diagnostic logs and create.

        May I know if you have seen the same behavior when you create a new installer?

         

        Thanks, Salon
          solae
          solae
          Visitor III
          November 28, 2024

          Hi @sjoshi, I can do that, but to where should I send these Logs? I won't make them public available here.

          vohralikt
          vohralikt
          Visitor III
          November 28, 2024

          Same issue in EMS 7.4.0

            Forti-Wizard
            Forti-Wizard
            Visitor III
            December 12, 2024

            Is there a solution to this issue? Here is what appears in the EMS log:

            2024-12-12T03:57:57.692Z	ERROR	service/installer.go:334	requesting FCT installer repackage: repackage of Windows setup installers failed: POST to https://forticlient-rs.forticloud.com/rs/api/public/v1/repackagedFCTInstaller/. Status code: 503
            AEK
            SuperUser
            AEK
            SuperUser
            December 12, 2024

            Did you enable "Sign software packages" in System Settings > EMS Settings?

            If so, can you try disable it and redo the test?

            AEK
            Forti-Wizard
            Forti-Wizard
            Visitor III
            December 12, 2024

            The option is unchecked.

            preznik_FTNT
            Staff
            preznik_FTNT
            Staff
            December 12, 2024

            If you have this error, please open ticket with support.

             

            Thank you.

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