> Source: [sk171989](https://support.checkpoint.com/results/sk/sk171989)

# sk171989 - Specific Remote Access user is unable to connect - Error: "Office Mode IP Assignment failure - all IP address were allocated or the user is not authorized to receive an IP address from the gateway"

| Property | Value |
|----------|-------|
| Solution ID | sk171989 |
| Date Created | 2021-03-08 |
| Last Modified | 2021-05-12 |
| Technical Level | General |
| Products | Security Gateway, Endpoint Security |
| Versions | R82.10, R82, R81.20, Cloud, E89.X, E88.X |
| OS | Gaia |

## Symptoms

- * Error message when the user tries to authenticate with the gateway: "Office Mode IP Assignment failure - all IP address were allocated or the user is not authorized to receive an IP address from the gateway."
* $FWDIR/log/vpnd.elg shows the error: "fetch_user_wrapper_cb: error, user object deleted from cache while working on it"
* vpnd logs also shows the error: \[vpnd\]\[ucache\] UCMem_get_by_name: Searching for CN=xxxx,OU=xxxx-xxxx,OU=xxxxx,OU=xx-xxxx,OU=xxxx,OU=xxxx,DC=xxxx,DC=xxxx   
  \[vpnd\]\[\*ucache\*\] UCMem_get_by_name: Entry not found.
* Example from debug: Not-working user Log UserDistinguishName: CN=Test User Tac User diamond,OU=Diamond user from tac department under the EMEA team for India sup users world wide support,OU=Organization Structure,OU=GO,DC=go,DC=diamond,DC=com - 180 characters totaling 286 bytes Working user Log UserDistinguishName: CN=Test User tac user diamond,OU=Diamond user from tac support regu,OU=Organization Structure,OU=GO,DC=go,DC=diamond,DC=com - 123 characters totaling 180 bytes

## Cause

User information was limited to a maximum user name size of 256 bytes.

Note: UTF-8 characters consume multiple bytes. If non-ASCII characters are present, use a UTF-8 string length byte counter to identify the true size.

username = the entire DN name

## Solution

This problem was fixed. The fix is included in:   

* **[Check Point R81](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk166715)**
* **[Jumbo Hotfix Accumulator for R80.40 starting from Take 92](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk165456)**
* **[Jumbo Hotfix Accumulator for R80.30 starting from Take 228](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk153152)**

Check Point recommends to always upgrade to the most recent version ([upgrade Security Gateway](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doShowproductpage&productTab=downloads&product=73) / [upgrade Security Management Server](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doShowproductpage&productTab=downloads&product=184) / [upgrade Multi-Domain Security Management Server](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doShowproductpage&productTab=downloads&product=166)).

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