> Source: [sk184317](https://support.checkpoint.com/results/sk/sk184317)

# sk184317 - User gets Symbol Lookup error when trying to access Expert mode on 3900 series appliances

| Property | Value |
|----------|-------|
| Solution ID | sk184317 |
| Date Created | 2025-11-11 |
| Last Modified | 2025-11-13 |
| Technical Level | General |
| Products | Security Gateway |
| Versions | R82.10 |
| OS | Gaia |
| Platform | 3900 |

## Symptoms

- * User attempts to access Expert mode on 3900 series appliances and gets Symbol Lookup error. Session stops and cannot access Expert mode.
* When trying to access the Expert mode, the following error is displayed:  
  `
  v-wole0-13> expert
  /bin/clish: symbol lookup error: /usr/lib/cli/lib/libcli_cmd.so: undefined symbol: pam_start
  `
* The problem is observed for both TACACS and standard Gaia users.
* The Expert mode works fine when changing the standard-shell for a Gaia user to `/bin/bash`.

## Cause

The `libcli_cmd.so` library calls Pluggable Authentication Modules (PAM) functions, but was compiled without linking to the PAM library. The build system's Makefile is missing PAM dependencies. 3900 series aapliances architecture enforces stricter runtime symbol resolution than x86.

## 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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