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How to fix MAC Address not detected over VPN?

By: Author Alex Lim

Posted on

Categories Troubleshooting

This article describes the behavior where a MAC Address is not detected when a client connects over managed VPN. This can occur when Agent information is either not received or not processed.

Scope

FortiAC version 8.x, and 9.x.

Solution

  1. Ensure the agent traffic is reaching the appliance.
  2. If agent the traffic is reaching the appliance, enable debug for Agent communication. In appliance CLI type: 
    nacdebug –name PersistentAgent true <----- If using Persistent Agent.
nacdebug –name AgentServer true <----- If using Dissolvable Agent.
tail -F /bsc/logs/output.nessus
  3. Have client connect.
  4. Type Ctrl-C to stop tail.
  5. Disable debug: 
    nacdebug –name PersistentAgent false
nacdebug –name AgentServer false
  6. In /bsc/logs/output.nessus output, look for ‘PAConnectionStatus’. There should be messages for the MAC address for the remote user.