Unable to install FortiClient VPN 7.4.3 Win Arm

[saki]

Hi,
I was so hyped that arm version of FortiClient was finally released and asked network admin to send me FortiClientVPNSetup_7.4.3.1790_ARM64.exe , but installation always fails :( 
Installation log where it fails:

1: [20:09:47]: FCSetupWx: __cb_find_fortidrv_inf_file searching C:\WINDOWS\inf\oem99.inf 
1: [20:09:47]: FCSetupWx: __cb_find_fortidrv_inf_file find result = 0 
1: [20:09:47]: FCSetupWx: __is_fortidrv_installed(),found=0, retval=0 
1: [20:09:48]: FCSetupWx: HrInstallNetComponent failed (0) (err=800F0235) 
1: [20:09:49]: FCSetupWx: HrInstallNetComponent failed (1) (err=800F0235) 
1: [20:09:51]: FCSetupWx: HrInstallNetComponent failed (2) (err=800F0235) 
1: [20:09:52]: FCSetupWx: pfnSetupUninstallOEMInfW 
1: [20:09:52]: FCSetupWx: pfnSetupUninstallOEMInfW res = 0 last error = 87 
1: [20:09:52]: FCSetupWx: pfnSetupUninstallOEMInfW 
1: [20:09:52]: FCSetupWx: pfnSetupUninstallOEMInfW res = 0 last error = 2 
1: [20:09:52]: FCSetupWx: install_driver_inf_newdev szInf=C:\Program Files\Common Files\Fortinet\FortiClient\7.4.3.1790\FortiFilter\FortiFilter.inf forceInfInstall=1, using newdev.dll=C:\WINDOWS\system32\newdev.dll 
1: [20:09:52]: FCSetupWx: install_driver_inf_newdev gle=0 
1: [20:09:54]: FCSetupWx: MSI_InstallDrivers(),retval=1603 
CustomAction CA_InstallDrivers returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 20:09:54: InstallFinalize. Return value 3.

System Information:

Operating System: Windows 11 Pro 64-bit (10.0, Build 26100)
System Manufacturer: Dell Inc.
System Model: XPS 13 9345
BIOS: 2.5.0
Processor: Snapdragon(R) X Elite - X1E80100 - Qualcomm(R) Oryon(TM) CPU (12 CPUs)

I am the only one in the company using Windows and ARM compatibility doesn't help me, so I would be grateful for any help in solving the problem :folded_hands:.

[izio]

Hi,
unfortunatly i can only confirm: installation of 7.4.3 ForiClient VPN setup for ARM fails with error 1603

[capricorne]

I have exactly the same problem with the same version of Forticlient VPN on a Microsoft Surface Pro 11 Business tablet (X Elite, 16 GB, 512 GB, 5G).
The installer always ends up doing a rollback with the message “Forticlient VPN setup wizard ended prematurely” as on the image on the page : https://community.fortinet.com/t5/FortiClient/Technical-Tip-FortiClient-Support-for-ARM-Architecture... 

[Paolo11]

Hi my collegue had the same problem but was able to overcome extracting the .msi file from the offline installer .exe and executing the msi file after manually installing the 2 vc_redist packages required for the forticlient.

HTH

[randallxram]

Hi Paolo11, I extracted the msi file and found 3 VC_redist_packages:

• "Binary.Bin_VC_redist.x64.exe" 
• "common\File_VC_redist.x64.exe"
• "common\File_VC_redist.x86.exe"

I installed them manually and then ran the installer but I got same error.

Could please told us the name of the packages you installed manually? 

[Paolo11]

Hi as I've said it was on a coworker surface, need to check with him, but basically he launched the installer, copied the folder under c:\program files\common files\fortinet, that is created during the installation phase and installed the vc_redist.x64 and vc_redist.x86, then manually installed  the drivers inside the folders fortifilter, ftvnic and ftsvnic located in c:\program files\common files\fortinet\clientversion (this folder is also created durring the install phase) and at last proceeded to install the forticlientvpn.msi extracted from the .exe

So you need to "install" two times, the first fails but let you copy the needed packages to manually install, and then you proceed installing the msi.

HTH

[EasyDoesIT]

Yes, I had a customer that used the MSI to install on an ARM64 Windows Surface Pro and was having the same issue with the .exe

[Dhruvin_patel]

Greetings!

The error code 1603 during the installation of FortiClient VPN on a Windows ARM system typically indicates a general installation failure. Here are steps to troubleshoot and resolve the issue:

1. Check System Requirements: Ensure that your system meets all the necessary requirements for FortiClient VPN 7.4.3 on ARM architecture.

2. Run as Administrator: Right-click the installer file and select "Run as administrator" to ensure it has the necessary permissions.

3. Check for Previous Installations: Ensure there are no remnants of previous FortiClient installations that might interfere. Use the FortiClient removal tool if necessary.

4. Windows Update: Make sure your Windows 11 is fully updated, as missing updates can sometimes cause installation issues.

5. Driver Issues: The log indicates a potential driver installation issue. Verify that all system drivers, especially network-related ones, are up to date.

6. Disable Antivirus/Firewall: Temporarily disable any third-party antivirus or firewall software that might block the installation process.

7. Check Disk Space: Ensure there is sufficient disk space available for the installation.

8. Review Logs: Examine the installation logs for more detailed error messages that might provide additional clues.

Regards!

[randallxram]

Hello @Dhruvin_patel , 

I have set registry key DisableRollback=1 at HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\Installer to avoid installer rollback when error ocurrs. 

I've found the possible cause of the error. The log shows an error when trying to install drivers. The following code is part of the msi log file: 

1: [18:20:18]: FCSetupWx: install_driver_inf_newdev szInf=C:\Program Files\Common Files\Fortinet\FortiClient\7.4.3.1790\FortiFilter\FortiFilter.inf forceInfInstall=1, using newdev.dll=C:\Windows\system32\newdev.dll
1: [18:20:18]: FCSetupWx: install_driver_inf_newdev gle=0
1: [18:20:20]: FCSetupWx: MSI_InstallDrivers(),retval=1603
CustomAction CA_InstallDrivers returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 18:20:20: InstallFinalize. Return value 3.

The following screenshot shows the status of the driver once the installation fails:

It says: "The driver for this device has been blocked from starting because it is known to have problems with Windows. Contact the hardware vendor for a new driver. (Code 48)"

Somehow Windows is blocking that driver because it knows it has problems with Windows. 

[randallxram]

I finally found a solution. Below are the steps I followed to resolve it. 

Cause

Using the wrong or outdated installer leaves traces of FortiClient that are not removed during the uninstallation process. Then, when attempting to install the correct version for ARM64, an error occurs, causing the installation to roll back. The error occurs because a mix of FortiClient drivers and files from different versions is created.

Solution

Since the FortiClient uninstallation process doesn't remove all files and references, a manual process is required. Below I describe the process that worked for me.

Step 1. Uninstall the incorrect version of FortiClient
At Control Panel > Add / Remove Programs, locate any installed FortiClient. Uninstall it. You'll need to restart Windows afterward.

Step 2. Manually uninstall FortiClient-related services
Go to Administrative Tools > Services and locate Forti-related services. 

Then, in a command prompt with administrator permissions, run the following command to uninstall services: (I'm using FortiClient VPN Service Scheduler as example)

sc delete FA_Scheduler

The service will not disappear until you restart Windows.

Step 3. Uninstall network devices related to FortiClient
In Device Manager, identify Fortinet network devices that could not be uninstalled. Perform a manual uninstallation of the driver (selecting the Attempt to Delete Driver option)

Step 4. Delete FortiClient Drivers Manually

In the Windows\system32\drivers folder, locate the FortiClient drivers and delete them manually.

They are all those that start with Forti, as well as ftsvnic.sys and ftvnic.sys. One of the latter is owned by TrustedInstaller, so you'll need to change the owner to your user to give yourself permission to delete it.

Step 5. Manually delete other FortiClient files

Delete a copy of the installer created in this path:

C:\ProgramData\Applications\Cache
C:\ProgramData\Applications\Cache\{15C7B361-A0B2-4E79-93E0-868B5000BA3F}\7.4.3.1790\FortiClientVPN.msi

Delete Fortinet folders located in these paths:
C:\Program Files\Common Files\Fortinet\
C:\Program Files\Fortinet\
C:\Program Files (x86)\Fortinet\

Step 6. Delete FortiClient registry keys
Use regedit to delete the following registry keys:

HKEY_LOCAL_MACHINE\SOFTWARE\Fortinet
HKEY_CURRENT_USER\Software\Fortinet

A reboot is recommended after this step.

Step 7. Download the Correct Installer

The documentation I reviewed recommends downloading this FortiClient v7.4.3.1790 installer with native support for Windows ARM64. This installer should be available on the Fortinet portal under the name
FortiClientVPNSetup_7.4.3.1790_ARM64.exe

More info here FortiClient Support for ARM Architecture - Fortinet Community

I downloaded and used a copy of the installer published in this Reddit ARM support finally released for Forticlient : r/fortinet

If you're not comfortable using that source, you can use the installer for Windows 64-arm listed at Product Downloads | Fortinet Product Downloads | Support. I should work. 

Step 8. Install with administrator permissions

After following all the previous steps, the installer did not fail.

The installer is supposed to install several prerequisites:
- Visual C++ Redistributable for Visual Studio 2015–2022 for x64
- Visual C++ Redistributable for Visual Studio 2015–2022 for ARM64

In my case, it didn't, which is why, when I opened the FortiClient application, I got the error (I saw it in Event Viewer > Windows Logs > System):

Event ID 26, Application Popup. Application Popup: FortiClient.exe - Application Error: The application was unable to start correctly (0xc000007b).

If this happens to you, download and run these Visual C++ installers directly from the Microsoft website.

Forticlient should work after that. 

GoodLuck!!