> Source: [sk183218](https://support.checkpoint.com/results/sk/sk183218)

# sk183218 - VoIP Traffic fails after initial call when SecureXL operates in the User Space (UPPAK) mode

| Property | Value |
|----------|-------|
| Solution ID | sk183218 |
| Date Created | 2025-03-09 |
| Last Modified | 2025-06-23 |
| Technical Level | General |
| Products | Security Gateway |
| Versions | R82, R81.20, R81.10 (EOS) |

## Symptoms

- * In a rare scenario, VoIP Traffic fails after the initial call when SecureXL operates in the User Space (UPPAK) mode.

* In Traffic captures, you can see that the destination MAC address of the packet is not changed after the Security Gateway does the routing.

## Solution

This problem was fixed. The fix is included in:

* [Jumbo Hotfix Accumulator for R82](https://sc1.checkpoint.com/documents/Jumbo_HFA/R82/Default.htm) starting from Take 25
* [Jumbo Hotfix Accumulator for R81.20](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81.20/Default.htm) starting from Take 101
* [Jumbo Hotfix Accumulator for R81.10](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81.10/Default.htm) starting from Take 177

If you choose not to upgrade, [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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