Forticlient wont connect SSL VPN - EMS Managed

[kradm20]

Hello,

We are on EMS 7.4

Forticlient on 7.4.1. We have some machines that occasionally cant connect to SSL vpn. When they hit connect in the Remote access, nothing happens. Our connection is set to use external browser for saml auth and normally it opens edge and authenticates and vpn connects, but when they are having issue browser doesn't open and nothing happens.

I have tried setting up a new profile and unticked the use of external browser for auth, still it doesn't bring up the native FortiClient login window for auth, it just sits there, restart doesn't fix, have already tried reinstalling and it keeps reoccurring.

The only thing i can find in the fortivpn.log is this error, I can't find anything on web relating to this, does anyone have any idea about this ?

[8308:8312] [FortiVPN 1171 warning] fortivpn::StateMachine::HandlePreflight_EnvironmentCompliance environment does not permit VPN connections: Power is suspending.

[sjoshi]

Hi,

Open EMS - Navigate to the assigned profile
Endpoint Profiles > System Settings > Edit > Logging > Change the log level from information to debug and click Save
Wait for the profile synchronization.
Reproduce the issue (if possible), execute the Diagnostic Tool, and attach the output to the ticket.
To execute the Diagnostic Tool from the affected endpoint:
MAC: Open FortiClient > Settings > Export Logs
Windows: Open FortiClient > About > Top right - Diagnostic Tool > Run Diagnostic

https://docs.fortinet.com/document/forticlient/7.2.2/administration-guide/748524/diagnostic-tool

If you have any other Antivirus on the PC please close it and test

[sjoshi]

try:-

Can you please change the computer power options to be always up and don't go to sleep and most importantly for the network adapter

Control Panel > Network and Internet > Network and Sharing Center > Change Adapter Settings > Select the Wi-Fi/Ethernet Adapter > Properties > Configure > Power Management > Uncheck "Allow the computer to turn off this device to save power"