> Source: [sk172666](https://support.checkpoint.com/results/sk/sk172666)

# sk172666 - Web Remote Help returns user to the sign-in page after generating response code 

| Property | Value |
|----------|-------|
| Solution ID | sk172666 |
| Date Created | 2021-03-22 |
| Last Modified | 2022-10-24 |
| Technical Level | General |
| Products | Endpoint Security |
| Versions | R81.10 (EOS), R81 (EOS) |
| OS | Gaia |

## Symptoms

- * After the user clicks "Generate Response One", he is returned to the sign-in page in WebRH FDE.
* In `$UEPMDIR/logs/server_messages.log` you see the following error:  
  \[2021-03-09T15:09:11,798\] WARN http-nio2-127.0.0.1-8080-exec-4 - Application  
  {http://uepm.checkpoint.com/ws/AccountAuthService/v1/}AccountAuthServiceSOAPImplService#  
  {http://uepm.checkpoint.com/ws/AccountAuthService/v1/}getSessionInfo has thrown exception, unwinding now (PhaseInterceptorChain)  
  org.apache.cxf.interceptor.Fault:   
  com/checkpoint/uepm/framework/RHSessionManager.getSessionInfo(Ljava/lang/String;)Lcom/checkpoint/uepm/framework/RHSessionParameters; (loaded from file:/opt/CPuepm-R81/engine/webapps/EPS/WEB-INF/lib/eps_ws_common.jar by ParallelWebappClassLoader  
  context: eps  
  delegate: false  
  ----------\> Parent Classloader:  
  java.net.URLClassLoader@49d74384 ) called from class com.checkpoint.uepm.ws.accountauthservice.v1.AccountAuthServiceSOAPImpl (loaded from file:/opt/CPuepm-R81/engine/webapps/EPS/WEB-INF/lib/eps_ws_external_api.jar by ParallelWebappClassLoader  
  context: eps  
  delegate: false  
  ----------\> Parent Classloader:  
  java.net.URLClassLoader@49d74384

## Solution

This problem was fixed. The fix is included in:

* [Jumbo Hotfix Accumulator for R81.10](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81.10/Default.htm) starting from Take 79
* [Jumbo Hotfix Accumulator for R81](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81/Default.htm) starting from Take 72

If you choose not to upgrade, Check Point can supply a **Hotfix** . [Contact Check Point Support](https://www.checkpoint.com/support-services/contact-support/) to get a Hotfix for this issue.  
A Support Engineer will make sure the Hotfix is compatible with your environment before providing the Hotfix.  
For faster resolution and verification, please collect [CPinfo files](http://supportcontent.checkpoint.com/solutions?id=sk92739) from the Security Management Server and Security Gateways involved in the case.

**Hotfix installation instructions:**   
Refer to [sk168597 - How to install a Hotfix](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk168597).

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