| Solution |
When FortiClient EMS is integrated with an LDAP server using AD Connector, below error message occurs:
Go to FortiClient EMS -> Endpoints -> Manage Domains, hover the cursor over the warning icon, and it will show the 'Last Successful Sync' timestamp. After getting the initial issue timestamp, check if any changes are being made on FortiClient EMS, the LDAP server, and the AD connector machine that could have caused this issue.
Troubleshooting methodology:
- Ensure that the AD Connector machine is up and running.
- Ensure that the AD Connector version is the same as the FortiClient EMS version. Example scenario: if FortiClient EMS is recently upgraded from v7.4.3 to v7.4.4, AD Connector should be upgraded to version 7.4.4 as well.
- In the AD Connector machine, go to C:\Program Files\Fortinet\FortiClientEMSADConnector\logs, identify if there is any anomaly in the pattern. In the example below, the log file stopped logging on 10th-Nov-2025 (which matches the last successful sync timestamp), and suddenly, there is a 1KB file logged.
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Open the log file, and look for notable error logs, for example:
2025-11-10T15:18:01.420+1000INFOconnector/adconnector_service.go:436[site:default][host:abc-dc01]: Connected to LDAP server abc-dc01:389
2025-11-10T15:18:10.328+1000ERRORevcommon/socketpool.go:160connecting to socket: dial tcp: lookup ad-1234567-8871.forticlient-emsproxy.forticloud.com: no such host
2025-11-10T15:18:10.328+1000ERRORevcommon/socketpool.go:179renewing connection: dial tcp: lookup ad-1234567-8871.forticlient-emsproxy.forticloud.com: no such host
2025-11-10T15:18:10.328+1000INFOconnector/adconnector_service.go:255Stop domain server: identifier abc-dc01, guid 8dfaec88-e18f-8ef8-888a-5db888888ec
2025-12-10T15:51:25.261+1000INFOadconnector/adconnector.go:88Starting FortiClient EMS AD Connector - 7.4.3.5632
2025-12-10T15:51:25.261+1000PANICadconnector/adconnector.go:102Error getting connector data from config file: remote connector Uid must be provided in config file
2025-12-10T16:32:32.191+1000INFOadconnector/adconnector.go:88Starting FortiClient EMS AD Connector - 7.4.3.5632
2025-12-10T16:32:32.191+1000PANICadconnector/adconnector.go:102Error getting connector data from config file: remote connector Uid must be provided in config file
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In the same directory path C:\Program Files\Fortinet\FortiClientEMSADConnector\, check the connector.conf and EMS-ID.default.conf file. Check on their 'Date modified' to see if their content has been changed recently.
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Open Task Manager -> Services, check if the 'AD Connector' service is running. Restarting the service may help too.
If the issue persists, raise a FortiCare ticket with the following items for TAC to assist further:
- Screenshot of the error on FortiClient EMS.
- 'Last successful sync' timestamp.
- Collect EMS_Diagnostic_Result.zip, follow this article: Technical Tip: How to Collect Diagnostic logs for FortiClient EMS Cloud.
- In the AD Connector machine, go to C:\Program Files\Fortinet\, zip the whole 'FortiClientEMSADConnector' folder, and attach it to the ticket.
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