> Source: [sk121196](https://support.checkpoint.com/results/sk/sk121196)

# sk121196 - Remote Access client disconnects after upgrade 

| Property | Value |
|----------|-------|
| Solution ID | sk121196 |
| Date Created | 2017-10-30 |
| Last Modified | 2017-11-06 |
| Technical Level | Advanced |
| Products | Endpoint Security |
| Versions | Cloud, E89.X, E88.X, R82.20, R82.10, R82, R81.20 |

## Symptoms

- * Remote Access client disconnects **after upgrade** (when using Endpoint Security Server or a predefined installation)
* Users do not get a notification that the client was disconnected.
* Blade overview (on the client) shows the client status as "disconnected".
* Windows Event Viewer shows event 7031 "service was terminated unexpectedly..."

## Cause

*trac.config* and/or *trac.defaults* from the older client was/were used on the new client version. The new client could not find the correct parameters in these files due to version change and this caused the client to crash.

In this scenario, the attribute *neo_always_connected_max_retry* was missing.

## Solution

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

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