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FortiClient EMS Appliance version 7.4.5 utilizes several new technologies to improve stability and reliability of the EMS VM in long run and will facilitate smoother and more flexible future upgrade of the EMS. However, majority of these changes cannot be applied when an in-place upgrade of EMS from earlier versions are performed, and it requires a fresh new deployment of the EMS 7.4.5 M appliance.
This article runs through two major cases that an EMS administrator may experience in this situation:
- FortiClient EMS in-place upgrade to 7.4.5 has been done and completed successfully.
- In this case, it is recommended to create a FortiClient EMS DB backup from version 7.4.5 and deploy a new EMS 7.4.5 from the VM image file available on the support.fortinet.com website for download.
- Users must contact the Fortinet customer service department and request a HWID (Hardware ID) update for the EMS license by sharing the current and new FortiClient EMS hardware ID and the FortiClient EMS Serial Number.
- After the hardware ID of the license is updated, users will be able to restore the DB backup created earlier. This method ensures that FortiClient EMS is using the new technologies which is not available if an in-place upgrade was performed.
- FortiClient EMS in-place upgrade to 7.4.5 fails and does NOT complete.
- In this case, it is recommended to redeploy a new VM with the very same version of the current EMS and create a DB backup from the current FortiClient EMS and restore it on the new VM (with the same version of FortiClient EMS).
- Users must contact the Fortinet customer service department and request a hardware ID update for the FortiClient EMS license by sharing the current and new FortiClient EMS hardware ID and the FortiClient EMS Serial Number.
- The in-place upgrade to EMS 7.4.5 can now be tried on the new EMS machine. After a successful in-place upgrade to EMS 7.4.5 the process outlined in step 1 above must be followed.
The same method can be used to move from a standalone EMS installation mode to the FortiClient EMS VM appliance.
If neither of these cases work and the installation still fails, a TAC ticket must be opened with the Fortinet Technical Support by sharing the following:
- Current version of FortiClient EMS.
- Installation method and history of earlier versions.
- FortiClient EMS DB backup with the backup password (preferably an EMS admin account should be created for the TAC team access to the EMS UI before creating this backup. The credentials for this account can be shared over the ticket)
- FortiClient EMS installation log file, which is shared on the Linux shell terminal and as a text file next to the location of the EMS .bin installer file.
- Screenshots of the error messages that may be important for troubleshooting or investigations.
- A debug-level diagnostic package from EMS.
Related documents:
Configuring Logs settings | FortiClient 7.4.4 | Fortinet Document Library
Generate Diagnostic Logs | FortiClient 7.4.4 | Fortinet Document Library
System Information widget | FortiClient 7.4.4 | Fortinet Document Library
Commands for EMS virtual appliance template installation | FortiClient 7.4.4 | Fortinet Document Lib...
Upgrading from an earlier FortiClient EMS version | FortiClient 7.4.5 | Fortinet Document Library
Creating an EMS VM HA cluster using the EMSCLI 7.4.5 | FortiClient 7.4.0 | Fortinet Document Library
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