> Source: [sk102186](https://support.checkpoint.com/results/sk/sk102186)

# sk102186 - Sync with User Center fails with "Internal Error: Failed to complete licensing information operation"

| Property | Value |
|----------|-------|
| Solution ID | sk102186 |
| Date Created | 2014-08-25 |
| Last Modified | 2016-05-22 |
| Technical Level | Advanced |
| Products | Security Management Server, SmartConsole, Multi-Domain Security Management Server, User Center |
| Versions | R82.10, R82, R81.20, R82.10, R82.10, R82.x, R82.20, R82.x, R82.20, R82, R81.20, R82.x, R81.20, R82, R82.20, Not Version-Specific |
| Platform | Intel/PC, Smart-1 |

## Symptoms

- * Sync with User Center in SmartDashboard (per [sk94064](http://supportcontent.checkpoint.com/solutions?id=sk94064)) fails with "`Internal Error: Failed to complete licensing information operation`".

* Debug of FWM daemon (per [sk86186](http://supportcontent.checkpoint.com/solutions?id=sk86186)) shows that license information was not recognized on User Center:

  ```
  
  (
  	:subject (operation-note)
  	:cpmi_cmd_status_code (0)
  	:body (
  		:note ("Checking sync status on User Center...")
  		:last (false)
  	)
  )
  
   cpmi_send_reply_session: sending reply 1246 (length 0x98) on session 0x100ea320
  
   opsec_send_datagram_e: SESSION ID:3 is sending DG_ID=3 DG_TYPE=0xf01(???)
   data from handler=
  (
  	:subject (operation-note)
  	:cpmi_cmd_status_code (-2147467259)
  	:body (
  		:note ("Synchronization failed. License information was not recognized by User Center. Please try again or contact technical support")
  .
  .
  CSUCollectLicensesInfoHandler::create_and_send_reply: sending 'Synchronizing license information with User Center...' to client side
  CSUCollectLicensesInfoHandler::create_and_send_reply: sending 'Checking sync status on User Center...' to client side
  CSuStateCollectDataFileCopy::sendFiles: No license info was accepted by User Center - check result_file.xml (response status: FAILURE)
  CSUCollectLicensesInfoHandler::create_and_send_reply: sending 'Synchronization failed. License information was not recognized by User Center. Please try again or contact technical support' to client side
  ```

* Debug of FWM daemon (per [sk86186](http://supportcontent.checkpoint.com/solutions?id=sk86186)) shows in some cases that the connection is canceled due to a time-out limit:

  ```
  
  cpmi_send_set: sending large reply for query-objects on session=0xad060b0, id=22, last=1
  cpmi_send_reply_session: sending reply 22 (length 0x162e8) on session 0xad060b0
  opsec_send_datagram_e: SESSION ID:7424 is sending DG_ID=7424 DG_TYPE=0xf01(???)
  fwasync_connbuf_realloc: Connection buffer overflow. Cannot allocate 2060529 bytes of memory. Limit is 2000000.
  fwasync_conn_pre_send_check: Internal error. Failed to enlarge connection buffer.
  ```

## Cause

Possible reasons:

* *$FWDIR/conf/SMC_Files/SU/results_file.xml* file on the Security Management Server contatins NULL signature.
* Connection timeout on the Security Management Server is not enough.

## Solution

This solution requires authentication. Please log in to view the full solution.

---

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