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For TAC support.
In order to assist, provide the following information:
1) EMS Cloud version.
2) FortiClient version.
3) EMS Cloud Account ID and email address.
FortiGate side:
# exe fctems verify <EMS name>
# diagnose endpoint fctems test-connectivity <EMS name>
# show endpoint-control fctems
FortiClient Endpoint:
Follow the step explain in the below KB article:
https://community.fortinet.com/t5/FortiClient/Technical-Note-How-to-enable-debug-log-in-FortiClient-...
Note:
Validate the following:
1) From the client machine, it can ping the FQDN of the EMS.
2) From the EMS, it is possible to ping the FQDN of the client.
3) From the client machine, it is possible to telnet EMS on port 8013.
4) No other 3rd part AV software blocks the communication (firewall as well).
5) In the EMS, make sure the client is not excluded from the management.
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