> Source: [sk117772](https://support.checkpoint.com/results/sk/sk117772)

# sk117772 - "An unexpected error has occurred. You may still be able to continue working normally. Please retry Accessing the web page in a short while. (500)." when trying to connect to the Captive Portal

| Property | Value |
|----------|-------|
| Solution ID | sk117772 |
| Date Created | 2017-06-05 |
| Last Modified | 2021-11-24 |
| Technical Level | Advanced |
| Products | Security Gateway |
| Versions | R82.10, R82, R81.20 |

## Symptoms

- * "`An unexpected error has occurred. You may still be able to continue working normally. Please retry Accessing the web page in a short while. (500).`" is displayed in web browser when trying to connect to the Captive Portal.

* */usr/local/apache2/logs/access_log* file shows:

  `"GET /connect/Access HTTP/1.1" 500 148`
* Debug of Captive Portal ('`/opt/CPNacPortal/scripts/logs_conf_server`') shows in the */opt/CPNacPortal/logs/NacPortal.log* file:

  `
  DEBUG root - [GUID ... ] <Request::invoke> set exceptionHandler: globalHTMLExceptionHandler`  
  `
  DEBUG root - [GUID ... ] <NacPolicyInterceptor::interceptBefore> in interceptBefore`  
  `
  DEBUG root - [GUID ... ] <NacPolicyInterceptor::interceptBefore> Initialize policy object and set on session.`  
  `
  DEBUG root - [GUID ... ] <PolicyReader::PolicyReader> `**PolicyReader filename: nacpolicy.xml**   
  `
  DEBUG root - [GUID ... ] <PolicyReader::PolicyReader> `**PolicyReader tmp:/opt/CPNacPortal/phpincs/conf/nacpolicy.xml**   
  `
  ERROR root - [GUID ... ] <PolicyReader::PolicyReader> `**policy not found - aborting** `.`  
  `
  ERROR root - [GUID ... ] <ExceptionHandler::HTMLExceptionHandler> globalHTMLExceptionHandler caught exception.`  
  `
  ... ...`  
  `
  DEBUG root - [GUID ... ] <ExceptionHandler::mapException> Returning ExceptionResponse:`  
  `
  ExceptionResponse Object`  
  `
  (`  
  `
  [status] => 500`  
  `
  [errMsg] => An unexpected error has occurred.`  
  `
  You may still be able to continue working normally.`  
  `
  Please retry accessing the web page in a short while.`  
  `
  [logRefId] => LRID#...`  
  `
  [portalErrorType] => 0`  
  `
  )
  `

## Cause

The $NACPORTAL_HOME/*phpincs/conf/nacpolicy.xml* file on Identity Awareness Gateway is either missing, or does not have the required permissions.

VSX: The $NACPORTAL_HOME/phpincs/conf/nacpolicy.xml exists within the VS context but does not exist in /opt/CPNacPortal/phpincs/conf/nacpolicy.xml

## Solution

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---

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