> Source: [sk114013](https://support.checkpoint.com/results/sk/sk114013)

# sk114013 - "Business Mail failed to authenticate. If your password changed recently you should re-login." Capsule Workspace error (Android)

| Property | Value |
|----------|-------|
| Solution ID | sk114013 |
| Date Created | 2016-10-18 |
| Last Modified | 2021-12-29 |
| Technical Level | General |

## Symptoms

- * Capsule Workspace error (Android): "Business Mail failed to authenticate. If your password changed recently you should re-login."
* Trace Logs: NTLM handshake failure (internal error) Authentication problem. Ignoring this.

## Cause

**Environment: *The Exchange is behind a Load Balancer.***

Cookies that are set before authentication completes - in the 401 NTLM challenge - are not saved on the session so they are not sent in the next requests.

<br />

In a Load Balancing environment, where cookies are used to indicate to the Load Balancer to which Exchange it should forward the request to, not sending the cookies leaves to chance whether the NTLM response will reach the same Exchange that sent the NTLM challenge.

## Solution

Integrated since R80.10 Take 241.  

<br />

[Contact Check Point Support](http://www.checkpoint.com/services/contact/index.html) to get a Hotfix for this issue.   
A Support Engineer will make sure the Hotfix is compatible with your environment before providing the Hotfix.   
For faster resolution and verification please collect [CPinfo](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk92739) files from the Security Management and Security Gateways involved in the case.

**Hotfix installation instructions:**

1. Hotfix has to be installed on ***Security Gateway / each cluster member***.

   **Note:** In cluster environment, this procedure must be performed on *all* members of the cluster.
2. Procedure:

   * On Gaia OS - using CPUSE:

     Refer to [sk92449: CPUSE - Gaia Software Updates (including Gaia Software Updates Agent)](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk92449#How to work with CPUSE):
     * Section "[(4-A-c)](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk92449#How to work with CPUSE - How to download and import a CPUSE package - Import instructions for Offline procedure - Gaia Portal)" / "[(4-A-d)](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk92449#How to work with CPUSE - How to download and import a CPUSE package - Import instructions for Offline procedure - Gaia Clish)" - refer to import instructions for *Offline procedure*
     * Section "[(4-B-a)](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk92449#How to work with CPUSE - How to install a CPUSE package - Installing a Hotfix package / Minor Version package)" - refer to installation instructions for *Hotfixes*

     **Note:** Reboot is required.
   * On SecurePlatform/Linux/IPSO OS - using Legacy CLI:

     1. Transfer the hotfix package to the machine (into some directory, e.g., */some_path_to_fix/*).

     2. Unpack and install the hotfix package:

        ***\[Expert@HostName\]# cd /some_path_to_fix/***   
        ***\[Expert@HostName\]# tar -zxvf cvpn_\<HOTFIX_NAME\>.tgz***   
        ***\[Expert@HostName\]# ./cvpn_\<HOTFIX_NAME\>***
        **Note:** The script will stop all of Check Point services (*cpstop*) - read the output on the screen.
     3. Reboot the machine.

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