> Source: [sk184228](https://support.checkpoint.com/results/sk/sk184228)

# sk184228 - ICAP enabled TE100X emulation fails with "There was an Unexpected Internal error, Please try again later"

| Property | Value |
|----------|-------|
| Solution ID | sk184228 |
| Date Created | 2025-11-15 |
| Last Modified | 2025-12-29 |
| Technical Level | General |
| Products | Security Gateway |
| Versions | R82, R81.20, R81.10 (EOS) |
| OS | Gaia |
| Platform | TE |

## Symptoms

- * Threat Emulation solution on the ICAP Server fails with "*There was an Unexpected Internal error, Please try again later*".
* Slowness or complete failure to load certain web pages, especially during login to external sites (such as Cisco login).
* The Server sends requests or files to be scanned by Harmony Browse (Threat Emulation TE100X) through ICAP, but does not receive responses at random intervals.
* ICAP flags general traffic as Virus or Scan Error, causing legitimate traffic to be blocked. And "*Virus_detected in the content (virus_detected)*" message appears while browsing, logs show files are blocked.
* High CPU spikes are observed on the C-ICAP process during the issue.
* Bypassing traffic using Proxy or disabling Threat Emulation Software Blade in the Threat Prevention policy resolves the issue.

## Cause

During the ICAP scanning flow, the system reports an internal error rather than returning a valid scan result (clean, infected, or scan error verdict) to the requesting service.

## 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 60
* [Jumbo Hotfix Accumulator for R81.20](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81.20/Default.htm) starting from Take 120
* [Jumbo Hotfix Accumulator for R81.10](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81.10/Default.htm) starting from Take 183

If you choose not to upgrade, Check Point can supply a **Hotfix** . [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 the Hotfix.  
For faster resolution and verification, please collect [CPinfo files](http://supportcontent.checkpoint.com/solutions?id=sk92739) from the Security Management Server and Security Gateways involved in the case.

**Hotfix installation instructions:**   
Refer to [sk168597 - How to install a Hotfix](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk168597).

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