> Source: [sk183304](https://support.checkpoint.com/results/sk/sk183304)

# sk183304 - Policy installation fails with error message <2ba958b0-419f-4154-844d-e12436eb9459>

| Property | Value |
|----------|-------|
| Solution ID | sk183304 |
| Date Created | 2025-05-06 |
| Last Modified | 2026-06-01 |
| Technical Level | General |
| Products | Security Management Server |
| Versions | R82, R81.20, R81.10 (EOS) |

## Symptoms

- * Threat Prevention policy installation fails with this error:  


  `Policy installation failed on the gateway. If the problem persists, contact Check Point support (Info: , <2ba958b0-419f-4154-844d-e12436eb9459>).`

* The issue usually replicates when installing policy on multiple Security Gateways simultaneously. It rarely happens during policy installation on a single Security Gateway.

* The *$FWDIR/log/tp_conf.elg* log file shows that ReloadHandler event processing exceeds 60 seconds.  

  Example:  

  `level=info ts=2024-12-10T12:00:53.277Z caller=ReloadHandler event="processed in 1m0.379047059s" `

* Installation of only the Access Control policy does not trigger this issue.

## Cause

ReloadHandler, the component responsible for applying Threat Prevention changes, exceeds the 60-second timeout. This delay is typically due to heavy configurations or resource constraints, which slow down processing.

## 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).  

**Additional Instructions**:

1. Install the Hotfix on:
   1. All affected Security Gateways
   2. All the Security Gateways of the same model that use the same Threat Prevention policy. For example: If the issue appears on 3000 series appliances, install the Hotfix on all 3000 series appliances.
2. After installing the Hotfix, modify the `http_request_timeout` parameter on all the Security Gateways on which the Hotfix was installed:
   1. Edit the file: `$FWDIR/conf/malware_config`.
   2. Change the value from `60` to `80`.

   **Note** - No restarts or reboots are required.

---

# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

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