> Source: [sk115223](https://support.checkpoint.com/results/sk/sk115223)

# sk115223 - "The user is not defined properly" message in progress dialog when VPN Remote Access connection fails

| Property | Value |
|----------|-------|
| Solution ID | sk115223 |
| Date Created | 2017-01-03 |
| Last Modified | 2021-06-27 |
| Technical Level | General |
| Products | Endpoint Security |
| Versions | Cloud, E89.X, E88.X |

## Symptoms

- * Remote Access clients cannot establish VPN connections.
* Error message on Client side in progress dialog: "The user is not defined properly"
* In SmartViewTracker:  

  ```
  Status:                                              	Failure
  Event Type:                                      	Log In
  Product:                                            	Mobile Access
  Reason:                                            	No proposal chosen
  ```

* In *vpnd.elg* :

  ```
  chooseProposalFromList: Failed to match proposal.  Transform: AES-128, SHA256, UDP Encapsulation; Reason: Wrong value for: Authentication Algorithm
  
  QMCreate2ChooseProp: Cannot choose a proposal
  
  InformationalPktEventHandler: msg from notify payload = [0020] The user is not defined properly.
  ```

* In *ike.elg* QM Packet 2 sent from Security Gateway:  

  ```
  Notify Type:	9101 (FW_SECUREMOTE_NOTIFICATION)
  
  [0020] The user is not defined properly.
     (msg_obj
  	:format (1.0)
  	:id (VPN_USER_
    NOT_PROPERLY_DEFINED_2)
  	:def_msg ("The 
    user is not defined properly.")
  	:argume
    nts ()
  )
  ```

## Cause

The problem is with the Security Gateway proposal for the client for phase 2 negotiation.

Client side does not support SHA256 before E80.60, and therefore IKE negotiation fails.

## Solution

SHA-256 support is available in:

* [Check Point Capsule, Endpoint Security and Remote Access VPN E80.60 and above](http://supportcontent.checkpoint.com/solutions?id=sk102651)

Check Point recommends to always upgrade to the most recent version ([upgrade Remote Access (VPN) / Endpoint Security Clients](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doShowproductpage&productTab=downloads&product=175)).

If you choose not to upgrade to Endpoint Security E80.60, you can use this workaround:

Uncheck "SHA256" in Phase2 under 'Global Properties \> Remote Access \> VPN authentication \> Encryption Suite \> Advanced \> Custom \> Advanced \> Phase1 and Phase2 Support data integrity'.

![](https://sc1.checkpoint.com/sc/SolutionsStatics/NEW_SK_NOID1482831289556/phase SHA-21612270220.png)

---

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