> Source: [sk1000173](https://support.checkpoint.com/results/sk/sk1000173)
# sk1000173 - Capsule Workspace Cannot Access Internal Resources after the Installation of R81.20 take 161 or take 166
| Property | Value |
|----------|-------|
| Solution ID | sk1000173 |
| Date Created | 2026-09-21 |
| Last Modified | 2026-09-25 |
| Technical Level | General |
| Products | Security Gateway |
| Versions | R81.20 |
| OS | Gaia |
| Platform | 6000 |
## Symptoms
- * Capsule Workspace works correctly on R81.20 take 146.
* Capsule Workspace connects to the Connect VPN successfully, but cannot access internal web resources.
* The log details shows the "Packet is dropped because user information could not be retrieved" encryption fail reason. 
* The `zdebug` output collected during the issue shows the following drop reason:
dropped by vpn_inbound_tagging_ex Reason: check_userc_tables returns -1;
## Cause
Capsule Connect / Mobile VPN clients connect over IPsec successfully. After the connection, the Security Gateway runs an Integrity Clientless Security (ICS) / Endpoint Compliance authorization check. Mobile devices cannot pass this check, because there is no ICS scan on Android and iOS devices. The Security Gateway interprets the result as "user not authorized" and stops the process before it writes the user to the `userc_key` or `userc_rules` tables. As a result, the kernel drops all traffic from this user with the error `check_userc_tables returns -1`.
## Solution
[Contact Check Point Support](https://www.checkpoint.com/support-services/contact-support/) to get a Hotfix for this issue.
A Support Engineer will make sure the Hotfix is compatible with your environment before providing it.
For faster resolution and verification, collect these files:
1. [CPinfo](https://support.checkpoint.com/results/sk/sk92739) file from the Management Server involved in the case.
2. [CPinfo](https://support.checkpoint.com/results/sk/sk92739) file from the Check Point Firewall / each Cluster Member / Security Group involved in the case.
**Hotfix installation instructions:**
Refer to [sk168597 - How to install a Hotfix](https://support.checkpoint.com/results/sk/sk168597).
---
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