> Source: [sk108898](https://support.checkpoint.com/results/sk/sk108898)

# sk108898 - Identity Agent shows no users connected

| Property | Value |
|----------|-------|
| Solution ID | sk108898 |
| Date Created | 2015-12-01 |
| Last Modified | 2018-11-12 |
| Technical Level | Advanced |
| Products | Security Gateway |
| Versions | R82.10, R82, R81.20 |
| OS | Gaia |

## Symptoms

- * Identity Agent connects but shows no users connected.  

* UIP debug fails with error:  
  error: InvalidDriverStateException: trying to update ports when the driver is not started  

* Error messages in ia_client.log of the agent shows:  

  \[UserManager (NAC::IS::TD::Events)\] NAC::CLIENT::MANAGER::UserManager::updateUsedPorts: failed to update used ports.   
  error: InvalidDriverStateException: trying to update ports when the driver is not started   
  \[UIPLib (NAC::IS::TD::Surprise)\] UIP::UserIdentificationByPort::startDriver: StartService failed error code = 0x3

## Cause

Identity Awareness Multi User Host Agent fails to load the UIP driver.

## Solution

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

---

# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

## Navigating This Knowledge Base

- **Complete index**: [llms.txt](https://support.checkpoint.com/llms.txt)
- **All SK articles**: [SecureKnowledge Sitemap](https://support.checkpoint.com/sitemaps/secureknowledge-sitemap-index.xml)
- **SK article URL pattern**: `https://support.checkpoint.com/results/sk/{skId}`
- **Markdown responses**: AI bot User-Agents automatically receive `text/markdown` content