> Source: [sk179810](https://support.checkpoint.com/results/sk/sk179810)

# sk179810 - Compliance Scanner or SSL Network Extender (SNX) does not work after installing a Jumbo Hotfix Accumulator

| Property | Value |
|----------|-------|
| Solution ID | sk179810 |
| Date Created | 2022-08-16 |
| Last Modified | 2024-03-01 |
| Technical Level | General |
| Products | Security Gateway |
| Versions | R81.10 (EOS) |
| OS | Gaia |

## Symptoms

- * ESOD Compliance Scanner does not work with one of these symptoms:

  * Mobile Access Portal shows a blank page
  * "*An error has occurred, please contact your administrator*" message appears
* SSL Network Extender does not work with one of the following symptoms:

  * Mobile Access Portal shows a blank page
  * "*Error 30*" message appears
  * Connection is stuck in the "*Connecting*" state
* On the Mobile Access Gateway, these directories are empty (or contain just a few files):

  * *$CVPNDIR/htdocs/SNX/CSHELL/*
  * *$CVPNDIR/htdocs/ICS/components/*

## Cause

Chain of events:

1. The Mobile Access Portal was changed from the Legacy Portal to the New Portal at least one time.  
   By design, this changes the directory structure on the Mobile Access Gateway.  
   See the [R81.10 Mobile Access Administration Guide](https://sc1.checkpoint.com/documents/R81.10/WebAdminGuides/EN/CP_R81.10_MobileAccess_AdminGuide/Topics-MABG/New-Mobile-Access-Portal.htm).

2. During the installation of the R81.10 Jumbo Hotfix Accumulator (a higher Take than is installed),  
   the required files were corrupted in the Mobile Access Portal directories.

## Solution

[Contact Check Point Support](https://www.checkpoint.com/support-services/contact-support/) for the solution for your specific Mobile Access Gateway.

For faster resolution and verification, collect these from the Mobile Access Gateway (each Cluster Member):

1. Connect to the command line on the Mobile Access Gateway (each Cluster Member).

2. Log in to the Expert mode.

3. Get the list of the installed hotfixes:

   `cpinfo -y all`
4. Collect the Mobile Access Portal files:

   1. Collect the files:

      `tar -cvf /var/log/sk179810_portal_files.tar $CVPNDIR/htdocs_v2 $CVPNDIR/htdocs_legacy $CVPNDIR/phpincs_v2 $CVPNDIR/phpincs_legacy`

Send this archive:

1. `/var/log/sk179810_portal_files.tar`

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