> Source: [sk174285](https://support.checkpoint.com/results/sk/sk174285)

# sk174285 - SmartEndpoint crashes in "Client Uninstall Remote Help" window when clicking on "Generate Response" button

| Property | Value |
|----------|-------|
| Solution ID | sk174285 |
| Date Created | 2021-07-01 |
| Last Modified | 2021-09-06 |
| Technical Level | General |
| Products | Endpoint Security |
| Versions | Cloud, E89.X, E88.X, R82.x, R82.20, R82.10, R82, R81.20 |

## Symptoms

- * SmartEndpoint crashes in "Client Uninstall Remote Help" window when clicking on "Generate Response" button.
* In `$UEPMDIR/logs/server_messages.log`:

  ```
  
  [DATE T TIME] ERROR http-nio2-127.0.0.1-8080-exec-2 - (UsersMgmtServiceSOAPImpl)
  com.checkpoint.uepm.api.epsbackend.is.EpsBackendException:
  TICKET_NUMBER = XXXXXX.
  
  at com.checkpoint.uepm.backend.common.infrastructure.UsmCommonFacade.getUninstallResponseByChallengeUserIdDeviceId(UsmCommonFacade.java:803) ~[eps_backend_common_usm.jar:?]
  at com.checkpoint.uepm.ws.usersmgmtservice.v1.UsersMgmtServiceSOAPImpl.getResponseByChallengeUserIdDeviceId(UsersMgmtServiceSOAPImpl.java:594) [eps_ws_common.jar:?]
  at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) ~[?:1.8.0]
  at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:90) ~[?:1.8.0]
  at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:55) ~[?:1.8.0]
  at java.lang.reflect.Method.invoke(Method.java:508) ~[?:1.8.0]
  ...
  Caused by: java.lang.NullPointerException
  at com.checkpoint.uepm.backend.common.infrastructure.UsmCommonFacade.getUninstallResponseByChallengeUserIdDeviceId(UsmCommonFacade.java:795) ~[eps_backend_common_usm.jar:?]
  ... 56 more
  ```

## Solution

**Environment:** Client Settings policy in SmartEndpoint is configured with "Uninstall client using challenge-response" option enabled.

*** ** * ** ***

[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 [Endpoint CPinfo](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk158572&partition=Advanced&product=Endpoint) files from the Endpoint Security Management server 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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