> Source: [sk127492](https://support.checkpoint.com/results/sk/sk127492)

# sk127492 - CloudGuard for NSX policy installation fails: "Operation incomplete due to timeout"

| Property | Value |
|----------|-------|
| Solution ID | sk127492 |
| Date Created | 2018-05-24 |
| Last Modified | 2021-07-28 |
| Technical Level | General |
| Products | Cloud Firewall |
| Versions | R82.10, R81.20, R82 |

## Symptoms

- * The policy installation fails and the user sees the following message: "Operation incomplete due to timeout".
* A newly deployed CloudGuard for NSX instance is not accepting Firewall policy.
* The DVFilter_InitDev function returns the following DVFilterStatus: "DVFILTER_STATUS_ERROR".

## Cause

The instance was powered on manually.

VMWare has responded with the following statement:

"In order for the service VMs from Checkpoint to function correctly, the initial power-on of the service VM following the installation should be handled by the VMware infrastructure service (Esx Agent Manager) monitoring the service VMs. When EAM powers on the VM, it will ensure that the VM has the necessary access rights to monitor network traffic."

## Solution

Power off the instance and allow the Esx Agent Manager (EAM) to start the VM. This method should always be used, not only during the initial power on of VM instance.

If this does not resolve the issue, redeploy the instance and allow the EAM to power on the instance.

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