> Source: [sk180891](https://support.checkpoint.com/results/sk/sk180891)

# sk180891 - Security Gateway fails to connect to Identity Collector

| Property | Value |
|----------|-------|
| Solution ID | sk180891 |
| Date Created | 2023-05-08 |
| Last Modified | 2024-04-10 |
| Technical Level | Advanced |
| Products | Security Gateway |
| Versions | R81.20, R81.10 (EOS), R81 (EOS) |
| OS | Gaia |

## Symptoms

- * Security Gateway fails to connect to Identity Collector when the Gaia portal is configured to use a port other than 443.

* Captive Portal debug (based on [sk102986](https://support.checkpoint.com/results/sk/sk102986)) shows:  

  `[cpu];[fw];vm_mux_first_packet: is mp port allowed? allow_80_443_ports = 0 or connection from internal interfaces = 0;`

* Identity Collector debug (based on [sk122686](https://support.checkpoint.com/results/sk/sk122686)) shows in ia_ag.log an error that indicates the connection to the server has failed:  

  `STATUS_REQUEST_ERROR: error 12029 (async API 5) on request (id 1 - da11a50)`

## Cause

The Accessibility setting in the Security Gateway Platform Portal does not allow the connection.

The log message: `vm_mux_first_packet: is mp port allowed? allow_80_443_ports = 0 or connection from internal interfaces = 0`  
Indicates that ports 80 and 443 are not allowed, and the connection is not coming from internal interfaces.

## Solution

This solution requires authentication. Please log in to view the full solution.

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