> Source: [sk177046](https://support.checkpoint.com/results/sk/sk177046)

# sk177046 - Missing information about machines on the Cloud Endpoint Security Server Web and SmartEndpoint consoles

| Property | Value |
|----------|-------|
| Solution ID | sk177046 |
| Date Created | 2021-12-25 |
| Last Modified | 2025-06-24 |
| Technical Level | General |
| Products | Endpoint Security |
| Versions | E89.X, E88.X |
| OS | Windows |
| Platform | Open Server |

## Symptoms

- * Missing information about machines on the Cloud Endpoint Security Server Web and SmartEndpoint consoles.
* In server_messages.log the following error is shown regarding the affected machine:   
  `INFO SYNC UPDATE QUEUE-0 - Message failed XXX times and was updated in the watch list. Message type: SYNC EpGUID: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXX IP: XX.XX.XX.XX User: XXXX Host: XXXX (WatchedClientsManager)
  `  
  **ERROR SYNC UPDATE QUEUE-0 - Error in processing Event: (EmonAccessUSM)**`
  `  
  `com.checkpoint.uepm.UEPMException: Error in processing Event:
  `  
  `at com.checkpoint.uepm.emon.dal.EmonAccessUSM$SyncHandler.processEvent(EmonAccessUSM.java:2514) ~[eps_dal_emon.jar:?]
  `  
  `at com.checkpoint.uepm.emon.dal.EmonAccessUSM$SyncHandler.processEvents(EmonAccessUSM.java:2616) [eps_dal_emon.jar:?]
  `  
  `at com.checkpoint.util.HashQueue$BatchWorker.run(HashQueue.java:542) [unity.jar:?]
  `  
  `Caused by: com.checkpoint.uepm.api.epsbackend.is.EpsBackendException:
  `  
  `TICKET_NUMBER = XXXXXXXX.
  `  
  **HB was sent for client that didn't perform SYNC. IP: [XXXXXXX Guid: XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXX**`
  `  
  `at com.checkpoint.uepm.emon.dal.EmonAccessUSM.updateHeartbeatEvent(EmonAccessUSM.java:1797) ~[eps_dal_emon.jar:?]
  `  
  `at com.checkpoint.uepm.emon.dal.EmonAccessUSM.access$700(EmonAccessUSM.java:64) ~[eps_dal_emon.jar:?]
  `  
  `at com.checkpoint.uepm.emon.dal.EmonAccessUSM$SyncHandler.processSpecificEvent(EmonAccessUSM.java:2532) ~[eps_dal_emon.jar:?]
  `  
  `at com.checkpoint.uepm.emon.dal.EmonAccessUSM$SyncHandler.processEvent(EmonAccessUSM.java:2501) ~[eps_dal_emon.jar:?]
  `

## Cause

The issue is caused by a redundant deployment policy "00000000-0000-0000-0000-000000000003" installed on Endpoint Security Clients. It may sometimes result from an improperly installed SmartEndpoint console.   

**For Cloud Endpoint Security Servers our recommendation is to use a Web Console for exporting Endpoint Security Client installers and server configuration management.**

## 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 Extended](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk90445&partition=Basic&product=Endpoint) logs from the the affected machine involved in the case and provide the Cloud Endpoint Security Server Connection Token.

---

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