FortiClient VPN troubleshooting and fixes

Common VPN issues and some suggested fixes.

FortiClient - Zero Trust Telemetry

Status Not reachable

In the event that you see the above message, it means that your laptop cannot reach the FortiCloud Web service.

Check the following:

You are connected to your home broadband or mobile hotspot and that is working correctly
It may take a little bit of time for your laptop to be able to reach the FortiCloud Web service. Give it a couple of minutes.
- It's always worth trying your mobile hotspot, in order to rule out issues with your broadband
if the issue continues, reboot your device and test again, before raising a tick with the service desk.

Remote Access

FortiClient not auto connecting / or manually

In order for the VPN to "kick in" the internet connection must show "Connected" or "internet" rather than "Not Connected" or "No internet"

This is because the laptop needs to reach www.msftconnecttest.com in the background.

If this is what you are seeing you can do the following:

It may take a little bit of time for your laptop to be able to reach www.msftconnecttest.com .Give it a couple of minutes.
Launch the edge browser. This will prompt the laptop to try and reach www.msftconnecttest.com again.

Client certificate status = ‘Please select a certificate’

If it says this it means that a vital certificate is missing from your laptop.

The only way to get the certificate back on, is by bringing the device into a Trafford building and connecting it to a wired port ("Trafford Corporate Wi-fi" works using the same certificate) and doing the following:

Open/Run a command prompt
At the prompt ">" type in:
```
gpupdate /force
```
.
Press enter
It will say "Updating policy", then will eventually report that it has completed.

You can test the certificate is there by successfully connecting to "Trafford Corporate Wi-fi" or tethering to your hotspot and checking you don't see "Select a certificate".