FortiCloud EMS 7.0.7 build 0398 Endpoint Policy Out-of-Sync

[christian_andersson]

Hi.  I have 10% of my clients  Out-Of-Sync (FortiCloud EMS 7.0.7 build 0398) Not imported from FortiGate or FortiManager. Is there any way to change sync intervall or do a manuall sync? I can not find information on this anywhere.

What is the reason for a client going out-of-sync and how can I prevent this?

[Stephen_G]

Hello christian_andersson, 

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, 

[Anthony_E]

Hello Christian,

We are still looking for someone to help you.

We will come back to you ASAP.

Regards,

[Anthony_E]

Hi Christian,

I have found this guide, which can be helpful:

https://fortinetweb.s3.amazonaws.com/docs.fortinet.com/v2/attachments/6f25d360-1a62-11ed-9eba-fa163e...

Could you please have a look and tell me if it helped?

Regards,

[christian_andersson]

Hi @Anthony_E 
Unfortenaly I can not find anything regarding this Out Of Sync Issue in the document.

[Rhicks]

I have this same issue. It seems to affect servers more than workstations. Some can be fixed by unregistering and registering again but others are stuck on a profile that cannot be shutdown.

[Stephen_G]

Hi Ryan and Christian,

I've obtained some information I hope will be helpful.

Policy out-of-sync can occur in few scenarios:

- There were some changes made to the profile previously and the endpoint profiles are not updated to the endpoint, probably because the endpoint is offline or EMS is not accessible at the moment.
- There are some issues with EMS in syncing policies which will need TAC's troubleshooting and further checking.

We highly recommend contacting support to check if EMS is working properly. Before creating a ticket, you can click on the out-of-sync users to check if the endpoints are currently managed by EMS, and if the endpoint is online. If the endpoint is offline, check with the end user to make sure the endpoint is turned on and FortiClient is connected to EMS for the policy to sync.

For Windows servers, make sure you have created a new FortiClient installer without application firewall enabled in EMS to make sure FortiClient is working properly.

I hope that helps.

Kind regards,

[tstats]

Still having this issue. Opened 2 tickets with support. 3 different FortiClient versions. Still no fix. 

[tschacherl]

I've found that disconnecting from the telemetry server and then reconnecting will cause the endpoint to sync with the EMS server.