> Source: [sk174367](https://support.checkpoint.com/results/sk/sk174367)

# sk174367 - FDE preboot login fails for new users

| Property | Value |
|----------|-------|
| Solution ID | sk174367 |
| Date Created | 2021-07-25 |
| Last Modified | 2021-08-02 |
| Technical Level | General |
| Products | Endpoint Security |
| Versions | Cloud, E89.X, E88.X, R82.x, R82.20, R82.10, R82, R81.20 |

## Symptoms

- Authorized preboot users assigned to the machine are able to login to preboot. However, when a new user tries to login, it does not work.

## Cause

The issue is on the server side.  
Issue with preboot and OS passwords synchronization.

<br />

## 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 [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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