> Source: [sk182355](https://support.checkpoint.com/results/sk/sk182355)

# sk182355 - UserCheck (Inform)  "error 500" pops up while trying to reach the portal

| Property | Value |
|----------|-------|
| Solution ID | sk182355 |
| Date Created | 2024-06-10 |
| Last Modified | 2025-03-13 |
| Technical Level | General |
| Products | Security Gateway |
| Versions | R82, R81.20, R81.10 (EOS), R81 (EOS) |
| OS | Gaia |

## Symptoms

- * When accessing a website that is blocked, there is an "error 500" while trying to reach the portal.
* The permissions and some of the symbolic links look incorrect:

  `opt/CPUserCheckPortal/htdocs/UserCheck/images/appicons:`  
  `total 15436`  
  `lrwxrwxrwx 1 nobody nobody 67 Apr 29 21:41 -100539594_sml.png -> /opt/CPUserCheckPortal/htdocs/UserCheck/images/appicons/default.png`  
  `lrwxrwxrwx 1 nobody nobody 67 Mar 22 16:42 -100674837_sml.png -> /opt/CPUserCheckPortal/htdocs/UserCheck/images/appicons/default.png`  
  `lrwxrwxrwx 1 nobody nobody 67 Feb 13 14:14 -110573427_sml.png -> /opt/CPUser`

## Cause

Issue with the permission \& file structure of the UserCheck portal

## 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 it.  
For faster resolution and verification, collect these files:

1. [CPinfo](https://support.checkpoint.com/results/sk/sk92739) file from the Management Server involved in the case.
2. [CPinfo](https://support.checkpoint.com/results/sk/sk92739) file from the Security Gateway / each Cluster Member involved in the case.

**Hotfix installation instructions:**   
Refer to [sk168597 - How to install a Hotfix](https://support.checkpoint.com/results/sk/sk168597).

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