> Source: [sk180423](https://support.checkpoint.com/results/sk/sk180423)

# sk180423 - The Endpoint preboot assistance Remote Help options are not available (grayed out)

| Property | Value |
|----------|-------|
| Solution ID | sk180423 |
| Date Created | 2022-12-20 |
| Last Modified | 2022-12-27 |
| Technical Level | General |
| Products | Endpoint Security |
| Versions | Cloud, E89.X, E88.X, R82.20, R82.10, R82, R81.20 |

## Symptoms

- * The Remote Help Option shows as not available (grayed out), but Remote Help is configured in the policy. This occurs when you try to initiate remote help to regain access to machine.
* Recovery data exists for the locked-out machine.
* The computer is disconnected/no communication to the server in the last 30 days.

## Cause

There is no *EMON* data assigned to the machine.  
The client sends the "status" data but it is not parsed by the server, which causes the server to consider this device as a *non-communicating* machine.

## 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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