> Source: [sk174105](https://support.checkpoint.com/results/sk/sk174105)

# sk174105 - Users cannot log in, intermittent users do not show on distribution layer, PDP gateways show high CPU usage

| Property | Value |
|----------|-------|
| Solution ID | sk174105 |
| Date Created | 2021-06-29 |
| Last Modified | 2022-11-22 |
| Technical Level | General |
| Products | Security Gateway |
| Versions | R81.20, R81.10 (EOS), R81 (EOS) |

## Symptoms

- * Users cannot log in. This usually happens during peak times.
* Intermittent users show on the Identity Collector, but not on the distribution layer.
* In an Identity Sharing environment, PDP gateways show high CPU usage.
* The *$FWDIR/log/pdpd.elg* log file shows:

  ```
  fwasync_connbuf_realloc: Connection buffer overflow. Cannot allocate 268435904 bytes of memory. Limit is 268435456.
  fwasync_conn_send: fwasync_connbuf_realloc() failed
  ```

## Cause

This problematic flow is specific for MUH identities received through Identity Broker, and is not relevant to non-broker flows.   
A large update to the Multi-User Host (MUH) fills up the identity update queue, and the t_event does not allow messages to be sent.

## Solution

This problem was fixed. The fix is included in:

* [Check Point Quantum R81.20 (Titan)](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk173903)
* [Jumbo Hotfix Accumulator for R81.10](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk175186) starting from Take 14
* [Jumbo Hotfix Accumulator for R81](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk170114) starting from Take 51
* [Jumbo Hotfix Accumulator for R80.40](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk165456) starting from Take 150

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).

<br />

---

# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

## Navigating This Knowledge Base

- **Complete index**: [llms.txt](https://support.checkpoint.com/llms.txt)
- **All SK articles**: [SecureKnowledge Sitemap](https://support.checkpoint.com/sitemaps/secureknowledge-sitemap-index.xml)
- **SK article URL pattern**: `https://support.checkpoint.com/results/sk/{skId}`
- **Markdown responses**: AI bot User-Agents automatically receive `text/markdown` content