> Source: [sk184591](https://support.checkpoint.com/results/sk/sk184591)

# sk184591 - H323 VoIP Calls are dropped

| Property | Value |
|----------|-------|
| Solution ID | sk184591 |
| Date Created | 2026-01-26 |
| Last Modified | 2026-07-23 |
| Technical Level | General |
| Products | Security Gateway |
| Versions | R82.10, R82, R81.20 |

## Symptoms

- * The H.323 VoIP call establishes successfully, audio starts, then call drops after \~30-60 seconds

* The traffic is: H.323 (TCP 1720 + dynamic high TCP/UDP ports)

* Gateway logs show: `Illegal H.225(Q931) No Q.931 User-user IE found`, for example:

  ![](https://sc1.checkpoint.com/sc/SolutionsStatics/sk184591/Example202601250939231.png)

## Cause

In a specific scenario the H.323 protocol inspection path classifiies valid H.225 (Q931) messages as non-compliant.

## Solution

This problem was fixed. The fix is included in:

* [Jumbo Hotfix Accumulator for R82.10](https://sc1.checkpoint.com/documents/Jumbo_HFA/R82.10/Default.htm) starting from Take 19
* [Jumbo Hotfix Accumulator for R82](https://sc1.checkpoint.com/documents/Jumbo_HFA/R82/Default.htm) starting from Take 103
* [Jumbo Hotfix Accumulator for R81.20](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81.20/Default.htm) starting from Take 158

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).

<br />

---

# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

## Navigating This Knowledge Base

- **Complete index**: [llms.txt](https://support.checkpoint.com/llms.txt)
- **All SK articles**: [SecureKnowledge Sitemap](https://support.checkpoint.com/sitemaps/secureknowledge-sitemap-index.xml)
- **SK article URL pattern**: `https://support.checkpoint.com/results/sk/{skId}`
- **Markdown responses**: AI bot User-Agents automatically receive `text/markdown` content