> Source: [sk184160](https://support.checkpoint.com/results/sk/sk184160)

# sk184160 - Policy Server Fails to Synchronize and Shows as Inactive in Harmony Endpoint R81.20 Take 105

| Property | Value |
|----------|-------|
| Solution ID | sk184160 |
| Date Created | 2025-10-20 |
| Last Modified | 2025-11-25 |
| Technical Level | General |
| Products | Endpoint Security |
| Versions | R81.20 |
| OS | Gaia |
| Platform | Open Server |

## Symptoms

- * The Policy Server status appears as **Inactive** in Harmony Endpoint Management reports.
* Endpoint clients on public networks disconnect and fail to receive updates or policies unless connected via LAN.
* Log errors in $FWDIR/log/server_messages.log: ` ERROR Connection Point State Machine - The File INSTALLER/10000000-0000-0000-0000-000000000000 exists in the PAT but doesn't exist in the cache MSI file download failed Policy server will not enter the synchronization state`
* Attempts to reset Secure Internal Communication (SIC), clear cache, or remove old software packages do not resolve the issue.

## Cause

A known software defect in Harmony Endpoint R81.20 Jumbo Hotfix Accumulator Take 105 causes synchronization failures between:  

* The Policy Server (configured with NAT IP in DMZ)
* The Primary Security Management Server

This defect causes:  

* Missing or mismatched software package references (for example, Microsoft Installer (MSI) files).
* Failure of the Policy Server to enter synchronization state.
* Disconnection of endpoint clients on public networks.

## 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).

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