> Source: [sk123716](https://support.checkpoint.com/results/sk/sk123716)

# sk123716 - UserCheck Portal is periodically unresponsive

| Property | Value |
|----------|-------|
| Solution ID | sk123716 |
| Date Created | 2018-03-26 |
| Last Modified | 2024-07-18 |
| Technical Level | Advanced |
| Products | Security Gateway |
| Versions | R81.10 (EOS), R81 (EOS) |

## Symptoms

- * UserCheck Portal is periodically unresponsive.
* UserCheck portal debugs under "/opt/CPUserCheckPortal/log/PortalLog.log" show:  
  `
  [...]@FW[DATE TIME] [UC_PORTAL (TD::All)] UserCheckPortal::UCPortalUserRequest::executeRequest: # of tries: 1 out of 3`  
  `
  [...]@FW[DATE TIME] [UC_PORTAL (TD::Events)] UserCheckPortal::UCPortalUserRequest::executeRequest: Incident not found`  
  `
  [...]@FW[DATE TIME] [UC_PORTAL (TD::All)] UserCheckPortal::UCPortalUserRequest::executeRequest: # of tries: 2 out of 3`  
  `
  [...]@FW[DATE TIME] [UC_PORTAL (TD::Events)] UserCheckPortal::UCPortalUserRequest::executeRequest: Incident not found`  
  `
  [...]@FW[DATE TIME] [UC_PORTAL (TD::All)] UserCheckPortal::UCPortalUserRequest::executeRequest: # of tries: 3 out of 3`  
  `
  [...]@FW[DATE TIME] [UC_PORTAL (TD::Events)] UserCheckPortal::UCPortalUserRequest::executeRequest: Incident not found`  

* The UserCheck Apache error_log might show PHP Errors:  
  `
  [...] [:error] [pid 20133] [client IP] PHP Fatal error: Maximum execution time of 30 seconds exceeded in /opt/CPUserCheckPortal/phpincs/infra/Session.php on line 17`  
  `
  [...] [:error] [pid 20110] [client IP] PHP Fatal error: Maximum execution time of 30 seconds exceeded in /opt/CPUserCheckPortal/phpincs/infra/Session.php on line 17`  
  `
  [...] [mpm_prefork:error] [pid 10127] AH00161: server reached MaxRequestWorkers setting, consider raising the MaxRequestWorkers setting`
* Security Gateways with VPN blade enable may experience failed IKE negotiations.
* Identity Agents and Captive Portal functionality may be affected.

## Cause

The UserCheck Portal is overloaded because of an abnormal number of requests.  

It should be noted, that the same process that handles UserCheck also handles any SSL/TLS connections processed by the gateway (ie. VPN, IDA).

## Solution

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

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