> Source: [sk180109](https://support.checkpoint.com/results/sk/sk180109)

# sk180109 - Gateway reboots during policy install, incomplete vmcore file is created

| Property | Value |
|----------|-------|
| Solution ID | sk180109 |
| Date Created | 2022-10-11 |
| Last Modified | 2022-10-12 |
| Technical Level | General |
| Products | Security Gateway |
| Versions | R82.10, R82, R81.20 |

## Symptoms

- * The Security gateway reboots when installing policy and vmcore_zero64 file is created is /var/log/crash directory.

* The */var/log/messages* file only contains logs related to policy install and reboot:  

  `DATE TIME <kern.alert> GW_HOSTNAME kernel: [fw4_1];CLUS-220011-1: freeze state on remote member 2 has changed from OFF to ON`  
  `DATE TIME <kern.alert> GW_HOSTNAME kernel: [fw4_1];FW-1: [cul_policy_freeze][CUL - Member] fwha_cul_policy_freeze_state_change: set Policy Freeze [ON], FREEZING state machine at ACTIVE (time=11610280, caller=fwioctl: FWHA_CUL_POLICY_STATE_FREEZE, freeze_timeout=300, freeze_event_timeout=150)`  
  `DATE TIME <syslog.info> GW_HOSTNAME syslogd 1.4.1: restart.`
* Upon attempting to open the vmcore, we receive a message that the file is incomplete.

## Cause

The reboot is caused by userspace to kernel system call that requests interface statistics and may corrupt memory under certain conditions. The Security gateway runs out of memory and reboots itself to clear the state and return to normal operations.

## 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, collect [CPinfo](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk92739) files from the Management Server and Security Gateways / Cluster Members 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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