"BAD POOL CALLER" BSOD (blue screen) when attempting to upgrade the FortiClient VPN agent 7.4.3.1790

[fobrien]

Hello,

I am posting this message as I am having a blue screen issue when attempting to upgrade our FortiClient VPN agent (version 7.4.3.1790) on some computers only.

Here are the steps performed in my script that was working perfectly on test computers before deploying it on all our clients :

1. The following processes are killed before uninstalling any previous version of the FortiClient VPN agent :
   FortiClient.exe, FortiClientConsole.exe, FortiClientSecurity.exe, FortiElevate.exe, FortiSSLVPNdaemon.exe, FortiSSLVPNsys.exe, FortiScand.exe, FortiSettings.exe, FortiTray.exe, FortiVPN.exe
2. Existing versions of FortiClient VPN are being uninstalled
3. The installation script resumes its actions at next reboot

The issue seems to occur on some computers during the uninstall process and cause a BSOD with the "BAD POOL CALLER" error.
Thanks to some utilities like WinDebug, logs show that the FortiClient agent is in cause, but with no further explanations.
Has anyone already experienced the same issue ?

Thanks in advance.

[sharmar]

Hello Fred, 

It looks like your issue is match with the reported issue "1148254", you can open a ticket with support for further plan of action.

Thanks

[fobrien]

Hello @sharmar,

Thank you for your reply.
I will contact the Fortinet support with this bug issue in the hope that they will provide help for this issue.
Indeed, today we have no explanation on the reason why some computers will get this update successfully and others will get the BSOD.

[fobrien]

Hello @sharmar ,

Unfortunately, after having opened a case on the official technical support portal, a support staff replied that I do not entitle to any support because I only have a license for the Fortinet firewall.
It is unfortunate that no solution is provided, especially when it seems to be a known issue impacting customers.

[sharmar]

Hello @fobrien 

Yes, Without EMS license there will be no forticlient technical support, Ref : https://docs.fortinet.com/document/forticlient/7.4.3/administration-guide/269675/forticlient-standal...

However it is worth to test fct 7.2.10 or test  7.2.11 which is just released.

[fobrien]

Hello @sharmar,

Thank you for your reply.
What is the latest version ?
Isn't that version 7.4.3 ?

Thanks in advance.

Fred

[sharmar]

Hello @fobrien ,

There are  two branches going on for EMS/FCT, one is 7.4.X (7.4.3 is latest in 7.4.x branch) and another one is 7.2.x (FCT 7.2.11 is latest in 7.2.x branch). So its worth to test with fct  7.2.11.

Thanks