> Source: [sk135134](https://support.checkpoint.com/results/sk/sk135134)

# sk135134 - Endpoint Security Clients are not able to connect to the server 

| Property | Value |
|----------|-------|
| Solution ID | sk135134 |
| Date Created | 2018-08-28 |
| Last Modified | 2018-09-08 |
| Technical Level | Advanced |
| Products | Endpoint Security |
| Versions | Cloud, E89.X, E88.X |

## Symptoms

- * Endpoint Security Clients are not able to connect to the server.   

  <br />

* The following appears in the CPDA.log:  
  ---------------------------------------------------------------  
  1740 ---ERROR--- Unexpected HTTP response code: 500  
  1740 ---ERROR--- Response without escape chars  
  (possible truncated):  
  Server Exception: TICKET_NUMBER = XXXXXXXXXXXXXXX. A server exception occurred.  
  Look for this TICKET_NUMBER in the log of the last contacted server for details.  

  <br />

* The following appears in the server_messages.log:   
  ---------------------------------------------------------------  
  ERROR Dispatcher-Thread-10 - A server exception occurred while handling an endpoint request. Request size: 401, scheme: https, port: 443, uri: /cp/connectionPoint/upreg, ip: /XXXXXXXXXXX, opType: UPDATE_REGISTER, useZpdoc: false (ConnectionPointServlet) com.checkpoint.uepm.connectionpoint.ConnectionPointException: TICKET_NUMBER = XXXXXXXXXXXXXXXX. com.checkpoint.uepm.UEPMException: Calling the BLMConnector for UPDATE_REGISTER failed. Ip: /XXXXXXXXXXXXX   
  ...  
  Caused by: com.checkpoint.uepm.UEPMException: Calling the BLMConnector for UPDATE_REGISTER failed. Ip: /XXXXXXXXXXXX  
  ...  
  Caused by: com.checkpoint.uepm.backend.is.exceptions.TxException:   
  TICKET_NUMBER = 1624304052. ADMIN_ID = UsmUpdateRegisterResponder:updateRegister:, ADMIN_NAME = UsmUpdateRegisterResponder:updateRegister:   
  Transaction was terminated because one of update commands failed.  
  ...  
  Caused by: com.checkpoint.uepm.backend.is.exceptions.CommandException:   
  TICKET_NUMBER = XXXXXXXXXXXXXXXXXXX. COMMAND_NAME = UpdateRegisterCommand.   

* The CPDA.log might indicate that both the DNS host name and the SID were changed.

## Cause

An image was created with both an OS and a Preinstalled Endpoint client that has already been connected to the Endpoint management server. The image was then replicated and installed on another machine.

## Solution

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

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