98% windows 1909 Forticlient 6.2

[bjm442]

We just update a users laptop to 1909 form 1709, and now we they lunch the client they are getting the 98% and it stops with no error.  On the say laptop under my ID everything works fine.  Here is the error codes I pulled..

4/13/2020 1:01:00 PM Information Other id=96900 msg="This log is sent to FortiAnalyzer for analysis" sessionid=1271205333 srcname=sslvpn srcport=0 direction=outbound dstip=portal.idfoods.com dstport=443 proto=6 rcvdbyte=3715092928 sentbyte=485 utmaction=passthrough utmevent=vpn threat=connect userinitiated=0 browsetime=0 4/13/2020 1:01:00 PM Information VPN FortiSslvpn: 12580: fortissl_connect: device=ftvnic 4/13/2020 1:01:00 PM Error VPN FortiSslvpn: 11320: error: CreateFileW:2 4/13/2020 1:01:00 PM Error VPN FortiSslvpn: 11320: * error opening tunnel 4/13/2020 1:01:01 PM Information Other id=96900 msg="This log is sent to FortiAnalyzer for analysis" sessionid=1271205333 srcname=sslvpn srcport=0 direction=outbound dstip=portal.idfoods.com dstport=443 proto=6 rcvdbyte=4294967296 sentbyte=4294967296 utmaction=passthrough utmevent=vpn threat=disconnect userinitiated=0 browsetime=0 4/13/2020 1:01:01 PM Error VPN FortiSslvpn: 12580: failed to create one of the threads 4/13/2020 1:01:01 PM Error VPN FortiSslvpn: 8424: error: ras_loop(), waitResult=1.

Any help would be great.

[bjm442]

how do I contact support? 

[tanr]

Fortinet support is at https://support.fortinet.com/.  You need to have a current subscription to create a support ticket.

From https://www.ultraviolet.network/post/ultranote-forticlient-ssl-vpn-failure-stages, 98% often means FortiClient is corrupt and needs to be reinstalled.