> Source: [sk183365](https://support.checkpoint.com/results/sk/sk183365)

# sk183365 - "File access failure" error when trying to access a file share application with Mobile Access

| Property | Value |
|----------|-------|
| Solution ID | sk183365 |
| Date Created | 2025-04-16 |
| Last Modified | 2025-05-28 |
| Technical Level | Advanced |
| Products | Security Gateway |
| Versions | R82, R81.20 |

## Symptoms

- * When trying to access a file share application with Mobile Access, the user encounters the error message: `"Error: File access failure. There was an error while trying to access the requested file."`

* Running the debug from [sk104577](https://support.checkpoint.com/results/sk/sk104577) you see similar logs in the *$CVPNDIR/log/cvpnd.elg* file:

  ```
  
  [PID][DATE TIME][MM] [CVPN_INFO] Cvpn::MountManager::NewTask::TaskDone: MountManager::NewTask::TaskDone
  [PID][DATE TIME][MM] [CVPN_INFO] Cvpn::MountManager::MMtaskDone: MountManager::MMtaskDone for RD (\\172.17.XXX.XXX\share)
  [PID][DATE TIME][MM] MountInfo::InvokeAllCb stat=12 log-error unknown
  [PID][DATE TIME][FILE_ACCESS] [CVPN_INFO] s_mountDone: Status: 12, credential error: false
  [PID][DATE TIME][FILE_ACCESS] [CVPN_INFO] Cvpn::ObtainFileTask::mountDone: Status: 12, Log: error unknown, Mount Point:
  [PID][DATE TIME][CVPND_LOGGING] [CVPN_INFO] Cvpn::GlobalLogger::failedFileRequest: externalURL: , internalHost: 172.17.XXX.XXX, 
  internalShare: share,
  internalPath: , internalProtocol: CIFS
  [PID][DATE TIME][CVPND_LOGGING] [CVPN_INFO] Cvpn::GlobalLogger::WriteEntry: Logging allowed
  [PID][DATE TIME][CVPND_LOGGING] [CVPN_INFO] Cvpn::GlobalLogger::WriteEntry: entry level: 3
  [PID][DATE TIME][CVPND_LOGGING] [CVPN_INFO] Cvpn::GlobalLogger::WriteEntry: currentLogLevel: 6
  [PID][DATE TIME][CVPNLOG] cvpn_log_make_username parameters are:
  full name: (SQ_Sanplast)
  login name: (SQ_Sanplast)
   
  [PID][DATE TIME][CPLOG] --> CCplogUtils::FillVarArg
  [PID][DATE TIME][CPLOG] CCplogUtils::FillVarArg: str: SQ_Sanplast
  [PID][DATE TIME][CPLOG] CCplogUtils::FillVarArg: int: 10064
  [PID][DATE TIME][CPLOG] CCplogUtils::FillVarArg: str: Request failed
  [PID][DATE TIME][CPLOG] CCplogUtils::FillVarArg: str:
  [PID][DATE TIME][CPLOG] CCplogUtils::FillVarArg: str:
  [PID][DATE TIME][CPLOG] CCplogUtils::FillVarArg: str: error unknown
  [PID][DATE TIME][CPLOG] CCplogUtils::FillVarArg: str:
  [PID][DATE TIME][CPLOG] CCplogUtils::FillVarArg: str: \\172.17.XXX.XXX\share
  [PID][DATE TIME][CPLOG] CCplogUtils::FillVarArg: int: 6
  ```

* After running the debug you can find similar logs in the *$CVPNDIR/log/cvpnproc.elg* file:

  ```
  
  [CvpnProcServer PID]@GW01[DATE TIME] create_process /opt/CPcvpn-R81.20/bin/Mount
  [CvpnProcServer PID]@GW01[DATE TIME] Execute process /opt/CPcvpn-R81.20/bin/Mount 172.17.XXX.XXX share /opt/CPcvpn-R81.20/mnt/cvpn_mnt/ml5 
  SQ_Sanplast 1376757b2c28291d7e santeam.local iocharset=utf8,nounix,noserverino,noperm
  [CvpnProcServer PID]@GW01[DATE TIME] fwasync_do_mux_in: 14: rc=1, next: f760d570 with 155884960, req: 0r, 0w
  [CvpnProcServer PID]@GW01[DATE TIME] SkSelect: [INFO] select() returned errno = EINTR
  [CvpnProcServer PID]@GW01[DATE TIME] CvpnProcServer::SignalFlagHandler: got signal SIGCHLD 17
  [CvpnProcServer PID]@GW01[DATE TIME] CvpnProcServer::ProcChildEnd
  ```

## Cause

Incompatible Server Message Block (SMB) protocol version between the Security Gateway and the file server.

SMBv1 network protocol was superseded by SMBv2 and later protocols starting in 2007. Microsoft publicly deprecated the SMBv1 protocol in 2014.

## Solution

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