BTCSoftware Solution Cloud users connect to the software via FortiClient VPN. When FortiClient fails to connect, you cannot access BTC Software at all. This article covers the most common causes and fixes, step by step.

• Confirm you have an active internet connection — open a web browser and check a website loads.
• Confirm FortiClient is installed on your PC — search for it in the Windows Start menu.
• Have your VPN username and password ready.

1. Close FortiClient completely — right-click the FortiClient icon in the system tray (bottom-right of the taskbar) and select Exit or Quit.
2. Wait 30 seconds.
3. Re-open FortiClient from the Windows Start menu or desktop shortcut.
4. Attempt to connect again.
5. If the connection succeeds, no further action is needed.

If restarting did not resolve the issue, check that the VPN profile is correctly configured:

1. Open FortiClient.
2. Go to the Remote Access tab.
3. Click the VPN connection profile to view its settings.
4. Confirm the following details are correct:
   • Connection Name: BTC Solution Cloud (or as advised by your IT administrator)
   • Remote Gateway: As provided by BTC Software support — contact support if you do not have this.
   • Port: 10443 (standard) or as advised
5. If any settings look incorrect or blank, re-enter them and attempt to connect again.

If your network or BTCSoftware password has recently changed, FortiClient may be using an old cached password:

1. In FortiClient, click on the VPN connection profile.
2. Clear the password field and re-enter your current password.
3. Click Connect.

Firewalls or antivirus software on your PC or network can block FortiClient from connecting:

1. Temporarily disable your Windows Firewall and attempt to connect.
2. If the connection succeeds with the firewall disabled, add FortiClient as an allowed application in your firewall settings.
3. If you use third-party antivirus software, check whether it is blocking FortiClient and add an exception if so.
4. Re-enable your firewall after testing.

If none of the above steps resolve the issue, reinstalling FortiClient may be needed:

1. Go to Windows Settings > Apps > Apps & Features.
2. Find FortiClient in the list and click Uninstall.
3. Restart your PC.
4. Download the latest version of FortiClient from the link provided by BTC Software support.
5. Install FortiClient and re-enter your VPN profile settings.
6. Attempt to connect.

Error: 'Unable to connect to the server'

• Check your internet connection is working.
• Confirm the Remote Gateway address in your VPN profile is correct.
• Check whether your firm's network firewall is blocking the VPN — speak to your IT administrator.

Error: 'Credentials are incorrect'

• Re-enter your username and password carefully — check for CAPS LOCK being active.
• If your password was recently changed, use your new password.
• If you have forgotten your password, contact your firm's IT administrator or BTC Software support.

FortiClient connects but BTCSoftware will not open

• Wait 30 seconds after connecting before opening BTC Software — the VPN needs a moment to fully establish the connection.
• Try opening BTC Software again. If it still will not open, check that the BTC Software shortcut is pointing to the correct location on the Solution Cloud server.

Q: I connected yesterday but FortiClient will not connect today — what has changed?

A: The most common cause of a sudden connection failure after previously working is a password change, a FortiClient update requirement, or a network configuration change. Work through Step 1 (restart) and Step 3 (re-enter password) first.

Q: Can I use BTCSoftware without FortiClient?

A: FortiClient is required for BTC Solution Cloud users. If you are using the local desktop version of BTC Software (not Solution Cloud), FortiClient is not needed.

Q: Do I need administrator rights to reinstall FortiClient?

A: Yes. You need administrator rights on your PC to install or uninstall FortiClient. If you do not have these, contact your IT administrator.