FortiClient 7.4.3 Removes virtual adaptors on ARM64

[adrianc]

Hi All,

After waiting (im)patiently for the ARM64 client to use on Win11 Surface Pro laptops, I'm finding that after a reboot, the 2 virtual adaptors get removed.

The outcome of this is that the vpn connection stalls at 98% and, obviously, doesn't connect.

If I uninstall Forticlient, reboot, reinstall, then it all works again, until another shutdown-startup/reboot.

(Bear in mind, I also have to extract the MSI to be able to install the client. This is after manually installing the VC++ packages too).

The adaptors get removed after FortiClient goes through a process of "updating drivers", which it displays on screen, then tells me to reboot.

I've also tried backup/exporting the config, editing the .xml to stop the auto update check, restoring the config, but it still happens.

The virtual adaptors are not in a disabled state.

I've also tried installing them again from the folder "C:\Program Files\Common Files\Fortinet\FortiClient\7.4.3.1790", but they don't appear again.

Anyone got any other ideas, rather than reinstalling every day?

FortiClient 

[Jean-Philippe_P]

Hello adrianc, 

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,

We are still looking for an answer to your question.

We will come back to you ASAP.

Thanks,

[Jean-Philippe_P]

Hello again adrianc!

I have found this solution, can you tell me if it helps, please?

To address the issue of the virtual adapters being removed after a reboot, which causes the VPN connection to stall at 98%, follow these steps:

1. Check AD Security Policies:
   - Verify if there are any Active Directory (AD) security policies that might be blocking the installation or upgrade of the virtual adapter drivers.
   - Check the registry at `HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\DeviceInstall\Restrictions`. If restrictions exist, they need to be removed to allow the installation or upgrade of the FortiClient virtual adapter driver.
   
   
2. Restart SSL VPN Process: Use the command `fnsysctl killall sslvpnd` to restart the SSL VPN process. This can help in reinitializing the connection process.
   
   
3. Driver Installation:
   - Ensure that the necessary Visual C++ packages are correctly installed before installing FortiClient.
   - If manually installing the drivers from the specified folder does not work, ensure that the installation path and files are correct and not corrupted.
   
   
4. Prevent Auto-Update: Since editing the `.xml` file to stop the auto-update check did not work, ensure that the changes are correctly saved and applied. Double-check the configuration file for any errors.
   
   
5. Reinstallation: If the issue persists, consider performing a clean reinstallation of FortiClient. Uninstall the current version, remove any residual files, and then reinstall the client.

[adrianc]

Hi Jean-Phillippe,

I have gone through your suggestions;

1. There are no policies stopping driver install/update. The key HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\DeviceInstall\ does not exist.

2. The fnsysctl command is something to be run on the appliance, which I don't have access to.

3. The Visual C++ packages, which are bundled with the FortiClient are installed.

- I've only tried to manually install the drivers after they have been uninstalled by the auto-update

4. After installing again, I exported, edited and imported the xml again. Rebooted then exported the config again which verified as OK.

5. I have now reinstalled and am waiting to see if the problem reoccurs.

Before rebooting after the reinstall, I have also changed some of the registry settings relating to auto update. 
HKEY_LOCAL_MACHINE\SOFTWARE\Fortinet\FortiClient\FA_UPDATE

- AutoPatch 0

- enabled 0

Adrian

[adrianc]

Hi Jean-Philippe,

within 15 mins of the reboot after install again, the virtual adaptors were gone. Again FortiClient when through the auto update process.

Adrian

[Jean-Philippe_P]

Hello adrianc,

I am really sorry for this :( In that case, I advise you to open a ticket with the TAC team.

Hope it will be fixed soon!