> Source: [sk183788](https://support.checkpoint.com/results/sk/sk183788)

# sk183788 - fwk and fw_full processes unexpectedly exit on Quantum Security Gateway with Jumbo Hotfix Accumulator (JHF) Take 174

| Property | Value |
|----------|-------|
| Solution ID | sk183788 |
| Date Created | 2025-08-19 |
| Last Modified | 2025-08-25 |
| Technical Level | General |
| Products | Security Gateway |
| Versions | R81.20, R81.10 (EOS) |
| OS | Gaia |
| Platform | 16000 |

## Symptoms

- * Multiple Check Point processes exist unexpectedly, including `fwk`, `fw_full`, `cpview_services`, `rad`, `snmpd`, and `cpd`.
* Core dumps are generated on both cluster members before failover.
* Kernel log errors, such as "`fwzeco_vm_ops_shinfo_fault: fwk0_1, bad kernel_address`".
* Multiple errors related to `fw_userspace_ioctl` are observed in system logs.

## Cause

A combination of code limitations in Check Point Quantum Security Gateway cluster running R81.10 or R81.20 causes the problem.  

* IOCTL failures and kernel address faults trigger critical process exits, which result in traffic outages and failovers.
* The `fwk` process was particularly impacted when traffic was inspected by the Content Awareness blade.

## 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 / Security Group involved in the case.

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

#### Validation

1. Validate the installation.  
   Run `cpinfo -y all` and ensure the required hotfixes appear in the output.
2. Verify cluster stability.
   * Monitor cluster members for stable operation.
   * Confirm that no further unexpected process exists or failovers occur.

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