> Source: [sk125713](https://support.checkpoint.com/results/sk/sk125713)

# sk125713 - Remote Access VPN disconnects randomly and TracSrvWrapper service restarts 

| Property | Value |
|----------|-------|
| Solution ID | sk125713 |
| Date Created | 2018-04-30 |
| Last Modified | 2019-09-03 |
| Technical Level | Advanced |
| Products | Endpoint Security |
| Versions | Cloud, E89.X, E88.X |
| OS | Windows |

## Symptoms

- * Remote Access VPN disconnects randomly.
* Client logs show that the service restarts in the *trac.log* (notice the PID change):

  ```
  
  [ 4356 5348][16 Mar  8:53:55][MessageLoop] MessageLoop::MessageLoop::SchedCB: entering.
  [ 4356 5348][16 Mar  8:53:55][MessageLoop] MessageLoop::MessageLoop::remoteSchedule: entering.
  [ 4356 5348][16 Mar  8:53:55][MessageLoop] MessageLoop::MessageLoop::remoteSchedule: Acquiring lock.
  [ 4356 5348][16 Mar  8:53:55][MessageLoop] MessageLoop::MessageLoop::remoteSchedule: Signaling event.
  [ 4356 5348][16 Mar  8:53:55][MessageLoop] MessageLoop::MessageLoop::remoteSchedule: Exiting.
  [ 4356 5348][16 Mar  8:53:55][tunnel] IkeTunnel::SendPacket(540de10): __end__
  [ 9500 5544][16 Mar  8:53:56][TracService] ServiceMain: Entered service's main entry point (Check Point Endpoint Security)
  [ 9500 5544][16 Mar  8:53:56][cpservice] service_report_status_to_scm: Reporting start pending
  [ 9500 5544][16 Mar  8:53:56][TracService] IsDisabledInEps: failed to read mode from registry
  [ 9500 5544][16 Mar  8:53:56][TracService] 
   
  [ 9500 5544][16 Mar  8:53:56][TracService] -------------------------------------------------------------
  [ 9500 5544][16 Mar  8:53:56][TracService]                                         SERVICE WAS STARTED                                                 
  [ 9500 5544][16 Mar  8:53:56][TracService] -------------------------------------------------------------
  ```

* The *helpdesk.log* does not show a disconnect log, only that the user is reconnecting.

## Cause

Reference counting that was not thread-safe caused the service to stop working randomly on the Endpoint Security VPN client.

## Solution

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