> Source: [sk114615](https://support.checkpoint.com/results/sk/sk114615) # sk114615 - "Cannot fetch license information due to a network/configuration/general error. Refer to sk114615 with error ID:" message in SmartConsole and Gaia Portal | Property | Value | |----------|-------| | Solution ID | sk114615 | | Date Created | 2017-02-06 | | Last Modified | 2021-04-20 | | Technical Level | General | | Products | SmartConsole, Licensing | | Versions | R82.10, Not Version-Specific, R82, R81.20 | | OS | Gaia | ## Symptoms - * "`Error with blade`" message is displayed in SmartConsole - "GATEWAYS \& SERVERS" app - on the "Summary" tab - in the "License Status" line. * One of these messages is displayed in SmartConsole - "GATEWAYS \& SERVERS" app - on the "Errors" tab - in the "Description" column: * `Cannot fetch license information due to a general error. Refer to sk114615 with error ID: ` * `Cannot fetch license information due to a configuration error. Refer to sk114615 with error ID: ` * `Cannot fetch license information due to a network error. Refer to sk114615 with error ID: ` * One of the following messages is displayed in SmartConsole - "GATEWAYS \& SERVERS" app - on the "Summary" tab, click on the "Device \& License Information..." link - go to the "License Status" pane: |----------------|-------------------------------------------------------------------------------------------------------| | License Status | Additional Info | | `N/A` | `Cannot fetch license information due to a general error. Refer to sk114615 with error ID: ` | | `N/A` | `Cannot fetch license information due to a configuration error. Refer to sk114615 with error ID: ` | | `N/A` | `Cannot fetch license information due to a network error. Refer to sk114615 with error ID: ` | *Example* : [![](https://sc1.checkpoint.com/sc/SolutionsStatics/sk114615/SmartConsole_example.png)](https://sc1.checkpoint.com/sc/SolutionsStatics/sk114615/SmartConsole_example.png "Click the image to see it in full size in a new tab/window") * One of these messages is displayed in Gaia Portal - on the "License Status" tab: |--------------|-------------------------------------------------------------------------------------------------------| | Blade status | Additional Info | | `N/A` | `Cannot fetch license information due to a general error. Refer to sk114615 with error ID: ` | | `N/A` | `Cannot fetch license information due to a configuration error. Refer to sk114615 with error ID: ` | | `N/A` | `Cannot fetch license information due to a network error. Refer to sk114615 with error ID: ` | * This error message can also seen after an upgrade from R77.30 Gaia to R80.10 ## Solution |----------------|----------|-------------------------------------------|-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------| | Error Category | Error ID | Error Cause | Next steps | | Network | 9 | Check Point User Center returned an error | If the issue persists for more than 24 hours, [contact Check Point Technical Support](http://www.checkpoint.com/support-services/contact-support/index.html). | | Network | 14 | Timeout error | Check your connection settings ^(\*)^ and wait a few minutes. If the issue persists, [contact Check Point Technical Support](http://www.checkpoint.com/support-services/contact-support/index.html). | | Configuration | 7 | Could not resolve host | Check your connection settings ^(\*)^. | | Configuration | 8 | Connection error | Check your connection settings ^(\*)^. Check the connection to `https://usercenter.checkpoint.com/usercenter/services/BladesManagerService` | | Configuration | 28 | Transmission mode flag error | Check the box "`Automatically download of contracts and other important data`" in Global Properties per [sk111080](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk111080). | | General | --- | Other | [Contact Check Point Technical Support](http://www.checkpoint.com/support-services/contact-support/index.html). | | General | 2 | Other | [Contact Check Point Technical Support](http://www.checkpoint.com/support-services/contact-support/index.html). | | General | 19 | Other | [Contact Account Services](https://www.checkpoint.com/support-services/account_services/). | ^\*^ Connection settings checklist: 1. DNS server(s) must be configured and reachable. 2. Default Gateway / relevant routes must be configured and reachable. 3. If the Proxy server is used on the network, it should be configured and reachable. 4. If proxy server is not used then make sure to remove it from Gateway/Management objects under General Properties \> Topology \> Proxy 5. In specific scenarios, explicit FireWall rules have to be configured and installed. 6. Refer to [sk83520 - How to verify that Security Gateway and/or Security Management Server can access Check Point servers?](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk83520). **Notes:** * After an upgrade from R77.30 Gaia to R80.10 Gaia, update the contracts again: 1. In R80.10 SmartConsole, go to the main menu - click on the ***Manage licenses and packages...*** [![](https://sc1.checkpoint.com/sc/SolutionsStatics/sk114615/Manage_licenses_and_packages.png)](https://sc1.checkpoint.com/sc/SolutionsStatics/sk114615/Manage_licenses_and_packages.png "Click the image to see it in full size in a new tab/window") 2. In the Legacy SmartUpdate, go to the main menu - go to the ***License \& Contracts*** menu - go to the ***Update Contracts*** menu - click on the ***From User Center***. [![](https://sc1.checkpoint.com/sc/SolutionsStatics/sk114615/SmartUpdate.png)](https://sc1.checkpoint.com/sc/SolutionsStatics/sk114615/SmartUpdate.png "Click the image to see it in full size in a new tab/window") **Related solutions:** * [sk118895 - "Cannot fetch license information due to a general error. Refer to sk114615 with error ID: 18" is displayed for "Anti-Spam \& Email Security" blade after upgrade of Management Server to R80.10](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk118895) --- # 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