| Description | This article describes the troubleshooting steps when trying to download FortiClient via the SSL VPN portal fails with the error 'failed to prepare FortiClient download'. |
| Scope | FortiGate. |
| Solution |
When logged into the SSL VPN portal and trying to download FortiClient for Windows or macOS, it does not get downloaded and gives the error 'failed to prepare FortiClient download':
This happens if there is an issue with FortiGuard reachability. The FortiClient SSL VPN download is not part of the FortiGate OS image, but its latest version is automatically downloaded from the FortiGuard server when trying to download it from the SSL VPN portal.
Make sure the DNS is resolving, and ping the FortiGuard object download server is working.
execute ping globalupdate.fortinet.net
Then, make sure the FortiGuard is reachable, and the updates are successful using the below debug command:
diagnose debug disable diagnose debug reset diagnose debug application update -1 diagnose debug console timestamp enable diagnose debug enable execute update-now
If the update failed, try disabling the Anycast using the commands below:
config system fortiguard set fortiguard-anycast disable set protocol udp set port 8888 set sdns-server-ip 208.91.112.220 end
For a complete FortiGuard server unreachability troubleshooting guide, refer to this article: Troubleshooting Tip: Unable to connect to FortiGuard servers.
Once the FortiGuard is reachable and reaches the FortiGuard object download server, the download of FortiClient SSL VPN from the SSL VPN portal works fine.
Note:
Related documents: Migration from SSL VPN tunnel mode to IPsec VPN 7.6.3 Technical Tip: Changes on SSL VPN modes starting from v7.6.3 Troubleshooting Tip: FortiGate FortiGuard Servers Troubleshooting Tip: Unable to connect to FortiGuard servers |
