FortiClient troubleshooting tips

After you configure the required secrets, FortiClient uses the following three processes to launch the native application and start the video recording services:

• FortiVRS with session ID: 0

  • Save and drop ZTNA rules for each secret request.

  • Manage FortiVRS[X] daemons.

  • Upload video and metadata files to FortiPAM.

• FortiVRS with the user session

  • Start applications in the user session.

  • Record application videos.

  • Record the key and mouse metadata for the launched secret.

• FortiTCS

  • ZTNA daemon feature (responsible for TCP forwarding).

  • Create local proxy to forward TCP traffic.

Issue 1: Error contacting FortiClient

Ensure that FortiClient is running with the following three daemons:

• FortiTCS in session 0

• FortiVRS in session 0

• FortiVRS in user session [X]

Issue 2: Error starting the program

Ensure that the secret you are launching is installed on the client side machine with the environment variable set.

Issue 3: FortiPAM JSON error

This happens if you tamper the ztna.config file.

To recover, delete ztna.config and try again.

Issue 4: HTTP port mismatch between FortiPAM and FortiClient

Both FortiPAM and FortiVRS must use the same HTTP port.

To check for the port mismatch:

1. On FortiPAM, look for the value set in the Client Port field in the Advanced tab in System > Settings.
2. On the client machine, in the fortivrs_session_0_1.log file, ensure that the listeining port is same as the Client Port on FortiPAM.
3. If there is a mismatch between the port value in step 1 and 2, change the port value on FortiPAM to match the client machine port.

Issue 5: Secret not reaching the host

FortiClient can no longer reach the EMS server. Although ZTNA tunnels/rules can still be created, they fail to reach the host without an EMS connection.

Check the EMS server connection.

For fortitcs/fortivrs traces, go to logs\trace\ in the FortiClient installation directory.

For the ZTNA configuration file, go to C:\Users\Public\FortiClient\ztna\.

For the secret session video recordings and metadata files, go to the Windows Temp directory C:\Windows\Temp.