> Source: [sk181818](https://support.checkpoint.com/results/sk/sk181818)

# sk181818 - Not possible to connect to a newly installed Remote Help Server after an upgrade of Endpoint Security Servers

| Property | Value |
|----------|-------|
| Solution ID | sk181818 |
| Date Created | 2023-12-21 |
| Last Modified | 2024-01-21 |
| Technical Level | Advanced |
| Products | Endpoint Security |
| Versions | R81.20, R81.10 (EOS), R81 (EOS) |
| OS | Gaia |

## Symptoms

- * Not possible to connect to a newly installed Endpoint Security Remote Help Server in this scenario:

  1. In a High Availability environment of Endpoint Security Servers, upgraded the Primary and Secondary servers to a higher version
  2. Installed a new Log Server with the same higher version as the Endpoint Security Servers
  3. Connected the new Log Server to the Primary Endpoint Security Server through the SmartEvent Server as a Remote Help Server
* "`Service Unavailable`" error when clicking on the link `https://<IP Address of Log Server>/webrh`

* The command "`PgOnlineSyncUtil full_status`" on the Primary Endpoint Security Server returns "`Initial load is not over yet on current node`".

## Cause

Data of an old Remote Help Server remained in the management database tables "`sym_table_reload_request`" and "`sym_table_reload_status`" on the Primary Endpoint Security Server.

## Solution

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

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