> Source: [sk172913](https://support.checkpoint.com/results/sk/sk172913)

# sk172913 - Remote Access users lose the connection to the internal resources when they locked then unlocked the screen.

| Property | Value |
|----------|-------|
| Solution ID | sk172913 |
| Date Created | 2021-04-05 |
| Last Modified | 2021-05-06 |
| Technical Level | General |
| Products | Endpoint Security |
| Versions | Cloud, E89.X, E88.X |

## Symptoms

- * Remote Access users lose the connection to the internal resources when they locked then unlocked the screen.
* From the helpdesk.log you can see:   
  Lock has occurred.  
  Unlock has occurred.  
  Client state is idle.  
  State is idle, location is 'NO_NETWORK', receive CONN_EVENT_SYSTEM_SESSION_UNLOCK -\> about to reset location awareness.
* Location Awareness does not have to be enabled to see the issue.

## Cause

After the lock on internal resources, the VPN client checks the location (inside or outside the organization) for every VPN site. Due to a software issue, the client chooses a non-active site and does not see the network after the internal resources unlock.

## Solution

[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 from the Security Management and Security Gateways involved in the case.

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