> Source: [sk181517](https://support.checkpoint.com/results/sk/sk181517)

# sk181517 - Identity Collector disconnects from Cisco's Identity Services Engine (ISE) and shows a "Pending Administrator Approval" message in the GUI

| Property | Value |
|----------|-------|
| Solution ID | sk181517 |
| Date Created | 2023-09-28 |
| Last Modified | 2023-10-01 |
| Technical Level | Advanced |
| Products | Security Gateway |
| Versions | R81.20, R81.10 (EOS), R81 (EOS) |

## Symptoms

- * Identity Collector disconnects from Cisco's Identity Services Engine (ISE).

* The GUI shows this message: "`Pending administrator approval`".

* Although you did the instructions in section 3 of [sk118652 - Troubleshooting issues between Check Point Identity Collector and Cisco ISE Server](https://support.checkpoint.com/results/sk/sk118652), there is no pending PxGrid client request to approve in Cisco's ISE.

* Cisco's ISE does not show live logs.

## Cause

If you enable debugs in I**dentity Collector** -\> **Settings** -\> **Debugging** -\>**Severity: All** , the logs in the Windows Server (path: *%windir%\\Temp\\ia_ag.log* ) show these lines:  

`PxgridControl::getHttpsConnection: url=https://xxxx.xxxxxxx.xxx:8910/pxgrid/control/ServiceLookup`  
`[PxgridControl::sendRequest: Entry`  
`PxgridControl::sendRequest: ServiceLookup request={"name":"com.cisco.ise.session"}`  
`PxgridControl::sendRequest: ServiceLookup `response={"services":[]}  
`PxgridControl::sendRequest: Exit`  
`[PxgridControl::serviceLookup: Exit`  
`ISEServerPxgV2::connectPxgridClient: Session service unAvailable`

Explanation of the log above:  

* The Identity Collector connects to the Cisco ISE node to do ServiceLookup.
* The Identity Collector looks for a service called com.cisco.ise.session (MNT/M\&T node).
* The response from Cisco's ISE is empty - response={"services":\[\]}.
* There is no available MNT/M\&T service to connect to.

Example of a response in a correctly working state:  

`response={"services":[{"name":"com.cisco.ise.session","nodeName":"ise-mnt-admin","properties":{"sessionTopic":"/topic/com.cisco.ise.session","groupTopic":"/topic/com.cisco.ise.session.group","wsPubsubService":"com.cisco.ise.pubsub","restBaseURL":"https://xxxxxxxxx:8910/pxgrid/mnt/sd","restBaseUrl":"https://xxxxxxx:8910/pxgrid/mnt/sd"}}]}`

The reason:  

On the MNT/M\&T nodes of Cisco's ISE, the "M\&T Log Processor" process has crashed. It is currently in the "Not Running" state.

## Solution

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