> Source: [sk108778](https://support.checkpoint.com/results/sk/sk108778)

# sk108778 - Office Mode IP Assignment fails with error "all IP address were allocated or the user is not authorized to receive an IP address from the gateway"

| Property | Value |
|----------|-------|
| Solution ID | sk108778 |
| Date Created | 2015-12-01 |
| Last Modified | 2025-10-16 |
| Technical Level | Advanced |
| Products | Security Gateway |
| Versions | R82, R81.20, R81.10 (EOS), R81 (EOS) |
| OS | Gaia |

## Symptoms

- * Errors in SmartView Tracker:  

  `User unknown`  
  `OM: Failed to obtain user object or unknown user`  

* Error seen on the Remote Access VPN Client side:  

  `You are not authorized to receive an Office Mode IP address. Office Mode might not be configured or it is only permitted for specified users.`  

  **or**   

  `Negotiation with site failed`  

* Mobile Access Tab in Dashboard crashes when viewing Policy or Authentication tab.  

* Gateway side VPN Debug (vpnd.elg) shows:  

  `[ 27316][10 Nov 7:19:14][ucache] create_interesting_group: Found 6 relevant groups. Building group array`  
  `[ 27316][10 Nov 7:19:14][] my_strdup: Received 0x68accb84 - VPN_XXX_Limited`  
  `[ 27316][10 Nov 7:19:14][] my_strdup: Returning 0x6ad84a98 - VPN_XXX_Limited`  
  `[ 27316][10 Nov 7:19:14][] my_strdup: Received 0x699706bc - VPN_IT`  
  `[ 27316][10 Nov 7:19:14][] my_strdup: Returning 0x6ad7eb00 - VPN_IT`  
  `[ 27316][10 Nov 7:19:14][] my_strdup: Received 0x6996f1e4 - VPN_Users`  
  `[ 27316][10 Nov 7:19:14][] my_strdup: Returning 0x6a70ba78 - VPN_Users`  
  `[ 27316][10 Nov 7:19:14][] my_strdup: Received 0x68accb04 - Vendor_XXX_VPN`  
  `[ 27316][10 Nov 7:19:14][] my_strdup: Returning 0x6ad84ab0 - Vendor_XXX_VPN`  
  `[ 27316][10 Nov 7:19:14][] my_strdup: Received 0x6996ef94 - ad_group_VPN_USERS_1`  
  `[ 27316][10 Nov 7:19:14][] my_strdup: Returning 0x68eb2428 - ad_group_VPN_USERS_1`  
  `[ 27316][10 Nov 7:19:14][] my_strdup: Received 0x6996e22c - ad_user_User_Name`  
  `[ 27316][10 Nov 7:19:14][] my_strdup: Returning 0x6ab9a7a0 - ad_user_User_Name`  
  `[ 27316][10 Nov 7:19:14][ucache] create_interesting_group: au_prepare_groups failed to create interesting_groups`  
  `[ 27316][10 Nov 7:19:14][] fetch_user_with_sr_info: getInterestingGroups failed`  

  Or the following error will be shown in the `vpnd.elg` if a user group with non-ANSI characters in it's name is used in the Access Control policy.  

  `au_prepare_groups_add_item: Failed to find group 'checkpoint_f`�`lix'`

## Cause

Non-existent user groups were present in Remote Access Community or VPN user groups with non-ANSI characters in its name are used in the Access Control Policy.  

<br />

## Solution

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