Possible problem with drivers

[ArtSyk]

Hello Guys,

is it possible that FortiClient can cause problems with drivers? Since we have Forticlient in a company we are facing problems with drivers, mainly audio/video drivers. People report that they are not visible via camera or microphone was not found even day ago it was everything OK.

[lol]

Hello,

Yes this is well possible.

FortiClient comes with different drivers i.e. for transparent AV scanning that might interfere with other drivers installed on your device.

You can list installed drivers with the Windows command "fltmc" and verify if they interfere with the "altitude" of any other driver.

If there is any incompatibility you should report this to technical support.

Regards,

[rowdy]

@lol could u pls explain "verify if they interfere with the 'altitude' of any other driver"?

How can we tell if "there is any incompatibility"?

Below are the results from my 'fltmc' Windows command:

Filter Name	Num Instances	Altitude	Frame
------------------------------	-------------	------------	-----
bindflt	1	409800	0
UCPD	4	385250.5	0
FortiAptFilter	4	324930	0
fortimon3	4	324920	0
FortiShield	4	324900	0
FortiEDRFsDriver_5.2.2.577	4	260002	0
FortiEDRAvDriver_5.2.2.577	4	260001	0
FortiEDRWinDriver_5.2.2.577	4	260000	0
storqosflt	0	244000	0
wcifs	0	189900	0
CldFlt	1	180451	0
FortiEDRBaseDriver_5.2.2.577	4	150000	0
FileCrypt	0	141100	0
luafv	1	135000	0
npsvctrig	1	46000	0
Wof	2	40700	0
FileInfo	4	40500	0

[AlekStruck]

We are also having the same issue at our company currently- It's bizarre to me that someone else commented on this after almost 2 years. 

@lol I got the same results as Rowdy and have the same questions. I'm not sure how this altitude order helps us at all. When I look at the drivers being used by the camera none of them are minifilter. The ones I'm seeing are: ksthunk.sys, SecureUSBVideo.dll, usbvideo.sys, WdmCompanionFilter.sys, and FortiDeviceGuard.sys
When I use any 3rd party laptop with our systems, they work fine. On those machines the active drivers are the same, minus the FortiDeviceGuard.sys. This makes me believe the issue lies with the "FortiDeviceGuard.sys" file.

[lol]

Hello,

> A filter driver that has a low numerical altitude is loaded into the I/O stack below a filter driver that has a higher numerical value.
source: https://learn.microsoft.com/en-us/windows-hardware/drivers/ifs/load-order-groups-and-altitudes-for-m...

This means a filter driver with a higher altitude might have an impact on filter drivers below in the stack with a lower altitude.

A software that comes with for example encryption filter drivers could interfere with a software providing for example filter drivers for AV.

A quick workaround would be to uninstall the software providing the filter drivers causing issues.
And then report the problem to Fortinet Technical Support for analysis if the cause is a Fortinet product.

If the affected software is not in the fltmc list it should normally not be impacted by the filter driver.

Regards

[tgs-jbraun]

After 2.5 years - I'm seeing this issue as well. Not sure if it's a FortiDeviceGuard, Windows, or HP issue but starting my search here first.  I work for an MSP, and end users of one specific co-managed customer are reporting this problem.

We've observed inconsistent camera issues for users on HP ProBook 450/460 G8/G10/G11s w/ FortiClient 7.2.8.1140 and Windows 11 Enterprise.  Users' cameras either won't turn on at all, turn on after a 5-10 minutes, sporadically freeze on a single frame, or sometimes show a blank white box where their camera feed should be.

The issue primarily affects Microsoft Teams, and only on devices with the specific settings listed above.  None of our Bitdefender GravityZone customers experience this issue, including customers with the VPN-only FortiClient.

The FortiEMS deployment is managed entirely by the customer's internal IT, so all I want is some pointers on monitoring/logging the issue - preferably without needing an end user to run a FortiClient Debug log in the background throughout their entire workday.

Originally the Switch to the UVC Driver listed on HP's website resolved the issue (especially on the G8 devices) but now G11 users are reporting the issue even with the universal driver.Error submitted by user while I was writing this post.Before chaning the driverChanging driver from HP Universal Camera Driver to USB Video DeviceUSB Video Device Driver Details