Troubleshooting Tip: VPN geo-location map does not show the exact location of the VPN user

[Dhruvin_patel]

Description	The article describes the steps to resolve the issue of determining the exact location of the VPN users.
Scope	FortiGate.
Solution	The VPN location map shows the country from where the VPN user is connected, but it does not show the exact location. When trying from the CLI to find the VPN user location, it gives the following error: diagnose geoip geoip-query xxx.xxx.xx.xx Error while getting geoip info (err:-4) xxx.xxx.xx.xx is the VPN user public IP. The error 'Error while getting geoip info (err:-4)' means the system cannot contact the required GeoIP database due to a network or DNS issue, or a failed update. To resolve this issue, follow the steps defined below: Check connectivity to the FortiGuard servers by ensuring the FortiGate can correctly resolve DNS for the following hostnames: execute ping service.fortiguard.net execute ping update.fortiguard.net execute ping guard.fortinet.net execute ping globalgip.fortinet.net To further troubleshoot FortiGuard connectivity issues, refer to Troubleshooting Tip: Unable to connect to FortiGuard servers. Check the current version of the GeoIP database: diagnose autoupdate versions | grep -A7 Geo IP Geography DB --------- Version: 3.00300 Contract Expiry Date: n/a Last Updated using manual update on Tue Sep 30 18:43:00 2025 Last Update Attempt: Tue Oct 7 09:05:43 2025 Result: No Updates To update the GeoIP database, run the following command: execute update-geo-ip  If the database has not been updated, please refer to the document below: How to update the GeoIP database  Change the FortiGuard settings from the default configuration. config system fortiguard     set fortiguard-anycast disable     set protocol udp     set port 8888     set auto-firmware-upgrade disable     set sdns-server-ip "208.91.112.220" "173.243.140.53" "210.7.96.53" end After following the above steps, the FortiGate should be able to determine the exact location of the connected VPN user. CLI: diagnose geoip geoip-query 174.116.88.73 IP: xxx.xxx.xx.xx { "city":{ "geoname_id":8581623, "names":{ "en":"Ottawa" } }, "continent":{ "code":"NA", "names":{ "en":"North America" } }, "country":{ "iso_code":"CA", "names":{ "en":"Canada" } }, "subdivisions":[ { "iso_code":"ON", "names":{ "en":"Ontario" } } ], "location":{ "latitude":45.421532, "longitude":-75.697189, "time_zone":"America\/Toronto" }, "postal":{ "code":"K2P" } }