> Source: [sk170179](https://support.checkpoint.com/results/sk/sk170179)

# sk170179 - "Unable to retrieve information from User Center (Connection error)" error on fetch license

| Property | Value |
|----------|-------|
| Solution ID | sk170179 |
| Date Created | 2021-01-08 |
| Last Modified | 2021-01-13 |
| Technical Level | Advanced |
| Products | Spark Firewall (Locally Managed) |
| Versions | R82.00.X, R81.10.X |
| Platform | 400, 110, 1500, 1600, 1800 |

## Symptoms

- * License fetch via CLI on the appliance shows the following error:  

  `
  Hostname> fetch license usercenter`  
  `
  Error: Unable to retrieve information from User Center (Connection error)`

* From the WebUI, if you attempt to select the 'Activate' option in Home -\> Overivew -\> License, you get the error:   

  `
  "Cannot find registration information for the appliance in the Check Point User Center."`

* Connectivity is allowed to Check Point Servers, per [sk83520](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk83520).

## Cause

The date and time are not correct.

## Solution

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

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