> Source: [sk160652](https://support.checkpoint.com/results/sk/sk160652)

# sk160652 - Full Disk Encryption Blade stuck in status "User Acquisition"

| Property | Value |
|----------|-------|
| Solution ID | sk160652 |
| Date Created | 2019-08-16 |
| Last Modified | 2025-06-24 |
| Technical Level | Advanced |
| Products | Endpoint Security |
| Versions | E89.X, E88.X |

## Symptoms

- * In *%DADIR%\\logs\\cpda.log* , there will be a **HTTP 500** reply from the Endpoint Security Server regarding the **getFDEUserInfo** operation:  
  `
  DATE TIME 12b8 INFO - Sent request duration 141ms, Url:`  
  ` https://XXX.XXX.XXX.XXX:443/cp/connectionPoint/`**getFDEUserInfo**` `  
  `(CHTTPCall_curl::sendReq_internal)`  
  `
  DATE TIME 12b8 INFO - Send succeeded, Got HTTP response body size: 154 bytes`  
  ` (CHTTPCall_curl::sendReq_internal)`  
  `
  DATE TIME 12b8 DEBUG - `**HTTP response code: 500**` (CHTTPCall_curl::sendReq_internal)`  
  `
  DATE TIME 12b8 ---ERROR--- Unexpected `**HTTP response code: 500**   
  ` (CHTTPCall_curl::sendReq_internal)`  
  `
  DATE TIME 12b8 ---ERROR--- Response without escape chars (possible truncated):`  
  ` 
  Server Exception: `**TICKET_NUMBER = XXXXXXXX** `. A server exception occurred. Look for this `  
  `TICKET_NUMBER in the log of the last contacted server for details.`  
  `
  (CHTTPCall_curl::sendReq_internal)`  
  `
  ...`  
  `
  DATE TIME 12b8 ---ERROR--- Failed to send request (or problem with response) (CCPPeer::sendReq)`  
  `
  DATE TIME 12b8 ---ERROR--- Failed to send request (or problem with response) (CCPPeer::sendRaw)`  
  `
  DATE TIME 12b8 ---ERROR--- Failed to send ClientPayload message (or problem with response)`  
  ` (CDAProtocol::sendClientPayload)`  
  `
  DATE TIME 12b8 ---ERROR--- Failed to send/receive client payload (CDA::pollDSMAndSendReceivePayload)`
* On the Endpoint Security Server, in the *$UEPMDIR/logs/server_messages.log* file, will find an error by Ticket number from the *%DADIR%\\logs\\cpda.log* :  
  `
  [DATE TIME] ERROR Dispatcher-Thread-9 - A server exception occurred while handling an endpoint request.`  
  ` Request size: 2738, scheme: https, port: 443, uri: /cp/connectionPoint/getFDEUserInfo,`  
  `ip: `  
  `/XXX.XXX.XXX.XXX:XXXX, opType: GET_FDE_USER_INFO, useZpdoc: true (ConnectionPointServlet)`  
  `
  com.checkpoint.uepm.connectionpoint.ConnectionPointException: TICKET_NUMBER = XXXXXXX.`  
  ` com.checkpoint.uepm.UEPMException: An error occurred while sending payload to the BLM connector:`  
  ` 
  TICKET_NUMBER = XXXXXXX. `  
  `
  Failed to get FDE user info. PayloadType: GET_FDE_USER_INFO, EPGUID: XXXX-XXXX-XXXX-XXXX-XXXX, authInfo:`  
  ` AuthenticationInfo(endpointFqdn: "XXXX-XXXX.XXXX.XXXX.XX", isEndpointAuthenticated:`  
  `false, `  
  `userFqdn: "XXXX@XXXX.XX", isUserAuthenticated: false) (Endpoint /XXX.XXX.XXX.XXX)`  
  `
  ...`  
  `
  Caused by: com.checkpoint.uepm.backend.is.exceptions.CommandException: `  
  `
  TICKET_NUMBER = XXXXXXX. COMMAND_NAME = `**getUserAuthDataCommand** `. `  
  `

  at com.checkpoint.uepm.backend.is.commands.GetCommand.execute(GetCommand.java:81)`  
  `
  at`  
  ` com.checkpoint.uepm.backend.is.infrastructure.TransactionManager.executeSingleGetCommandActual(TransactionManager.java:616)`  
  `
  ... 37 more`  
  `
  Caused by: java.lang.NullPointerException`  
  `
  at java.util.concurrent.ConcurrentHashMap.putVal(ConcurrentHashMap.java:1022)`  
  `
  at java.util.concurrent.ConcurrentHashMap.put(ConcurrentHashMap.java:1017)`  
  `
  at`  
  ` com.checkpoint.uepm.backend.is.commands.genericcommands.GetBeanByIdCommand.executeSpecificGet(GetBeanByIdCommand.java:83)`  
  `
  at com.checkpoint.uepm.backend.is.commands.GetCommand.execute(GetCommand.java:72)`  
  `
  ... 38 more`

## Cause

User that should be assigned to the Pre-boot environment on the machine does not have authentication credentials.

## Solution

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

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