FortiClient 7.2.just doesn't work reboot after Update

[KHatkins]

Hi there,

I've been using FortiClient 7.2.8 so far and just rolled out version 7.2.10 as an update via FortiClient EMS on two test PCs.
The clients are running Windows 11 24H2.

On both machines, I’m seeing the same issue: after updating from 7.2.8 to 7.2.10, the reboot doesn’t happen. The "Restart now" window pops up, but clicking it doesn’t do anything.
After manually restarting, the installation seems to be fine.

I already noticed this with 7.2.8 but didn’t think much of it – now the same thing is happening again.
Could this be a bug in these versions?

Anyone got an idea how to fix this?
Back in 7.2.7, everything worked fine...

The main issue is that after the update, the user has to restart the PC manually – which probably won’t happen during the day. So the machines remain unprotected in the meantime!

[Jean-Philippe_P]

Hello KHatkins, 

Thank you for using the Community Forum. I will seek to get you an answer or help. We will reply to this thread with an update as soon as possible. 

Thanks, 

[Jean-Philippe_P]

Hello again!

I found this solution. Can you tell me if it helps, please?

It seems like you are experiencing an issue with the FortiClient upgrade process where the automatic reboot does not occur as expected. Here are some steps you can take to address this issue:

1. Check EMS Deployment Policy: Ensure that the FortiClient EMS deployment policy is configured correctly. Specifically, verify that the "Reboot When Needed" option is selected, and consider enabling "Notify Users and Let Them Decide When to Reboot When Users are Logged In" to ensure users are aware of the need to reboot.
   
   
2. Review Logs: Check the FortiClient logs on the affected machines for any errors or warnings that might indicate why the reboot is not being triggered automatically.
   
   
3. Manual Reboot: As a temporary workaround, you may need to instruct users to manually reboot their machines after the update until a permanent solution is found.
   
   
4. Contact Support: If the issue persists, consider reaching out to Fortinet Customer Service & Support for further assistance. They may be able to provide a patch or additional guidance specific to your environment.
   
   
5. Test on Additional Machines: If possible, test the upgrade on additional machines to determine if the issue is isolated to specific configurations or is more widespread. 6. **Check for Known Issues**: Review any known issues or release notes for FortiClient 7.2.10 to see if this problem has been documented and if a fix is available.

By following these steps, you should be able to identify the cause of the issue and implement a solution.

[KHatkins]

Hello and thank you for your support,

I have reviewed the points:

1. The Deployment Policy profile is active as described.

2. The logs are clean, no error entries.

5. This issue only occurs on one computer, which was also freshly reinstalled — the same error appears right after installation.

So it seems that only one machine is affected, and I can handle it separately.
I will check it again with the next update, as the effect is identical across all versions.

It must be related to the specific machine or a combination of pre-installed software triggered by the fresh operating system.

[Jean-Philippe_P]

Hello again KHatkins,

Thanks for clarifying your issue. I am not a TAC engineer, but I found this reply to your issue. Does it help?

It sounds like you've done a thorough job troubleshooting the issue, especially since it's isolated to just one machine. Given that the logs are clean and the problem persists even after a fresh installation, it may indeed be related to that specific machine's configuration or a conflict with pre-installed software.

Here are a few additional suggestions you might consider for the affected machine:

1. Check for Conflicting Software: Review any pre-installed software or security tools that might interfere with FortiClient. Sometimes, other antivirus or security solutions can cause issues with installations or updates.
   
   

2. Windows Updates: Ensure that the operating system is fully updated. Sometimes, pending Windows updates can lead to unexpected behavior with software installations.
   
   

3. User Permissions: Verify that the user account has the necessary permissions to execute the restart command. You might want to test with an administrator account to see if that changes the behavior.
   
   

4. Event Viewer: Check the Windows Event Viewer for any system logs around the time of the attempted installation or reboot. This can sometimes provide additional clues about what might be going wrong.
   
   

5. Clean Boot: Consider performing a clean boot of the system to see if a startup program or service might be interfering with the FortiClient installation process.
   
   

6. Hardware Issues: Although less common, hardware issues (like a failing hard drive or RAM) can sometimes lead to erratic behavior. Running diagnostics on the hardware could be worthwhile.
   
   

Since you plan to monitor the situation with future updates, you may also want to keep track of any changes in behavior to see if it correlates with specific updates or configurations.

[btan]

Hi KHatkins,

If it is just one machine affected, it is probably not worth the effort to deep-dive into it.
If it is more than one machine affected, you can follow the step5 mentioned in https://community.fortinet.com/t5/FortiClient/Troubleshooting-Tip-Identify-FortiClient-deployment-is...

Zip the folder C:\Windows\FortiEMSInstaller_logs, open a TAC ticket and we can process it in a ticket.

[KHatkins]

Hello,

I've now tried all available options!
The reboot works if I configure it in the deployment profile as "Reboot When Needed".

Since I also use the client on servers, I naturally have this option disabled so that I can decide myself when a server should or can be restarted.
However, if I click on "Restart" after the installation is complete, the system definitely does not reboot.
There are no tools in use that would prevent the reboot!

I will open a support ticket for this!