> Source: [sk24870](https://support.checkpoint.com/results/sk/sk24870)

# sk24870 - SmartView Tracker Error: "User does not belong to remote access community"

| Property | Value |
|----------|-------|
| Solution ID | sk24870 |
| Date Created | 2004-02-01 |
| Last Modified | 2014-04-18 |
| Technical Level | Advanced |
| Products | Security Gateway |
| Versions | R82.10, R82, R81.20 |
| OS | Windows |

## Symptoms

- * SmartView Tracker Error: "User does not belong to remote access community"
* Error: "Wrong user name or password" on SecureRemote/SecureClient users during Quick mode

## Cause

Consider the following scenario: Two Account Units are defined. Both of them have two LDAP servers defined in the following way:  

Account_A:  
LDAP_server_1  
LDAP_server_2  

Account_B:  
LDAP_server_3  
LDAP_server_4  

The four LDAP servers are synchronized.  

There are also two LDAP groups:  

Group_A -\> Account_A, whole_branch, OU=USERS_DB_A, OU=Organization  
Group_B -\> Account_B, whole_branch, OU=USERS_DB_B, OU=Organization  

Problem explanation:  
--------------------  

Example, a user called: "Shay"  
Cn=shay, OU=Group_B, OU=organization, DC=Company, DC=com  

Security Gateway receives a query about user "Shay." The Gateway first checks for Shay, and confirms user belongs to DC=Company, DC=com. Gateway sends query to both account units, because both account units belong to DC=Company, DC=com.  

Gateway then checks inside LDAP Group_2 (since Shay belongs to that group). Problem occurs if Account_A is answering before Account_B: Gateway sees user does not belong to Account_A, which generates symptoms listed in this solution.  

Note: This is a race condition. If first account unit that answers is Account_B, there will not be any problems, since user Shay belongs to Group_B group under Account_A account unit.

## Solution

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