> Source: [sk74040](https://support.checkpoint.com/results/sk/sk74040)

# sk74040 - Security Gateway cannot connect to Check Point Anti-Bot / Anti-Virus Online Web Services

| Property | Value |
|----------|-------|
| Solution ID | sk74040 |
| Date Created | 2012-05-30 |
| Last Modified | 2020-02-24 |
| Technical Level | General |
| Products | Security Gateway |
| Versions | R82.10, R82, R81.20 |

## Symptoms

- * "`Check Point Online Web Service failure. See sk74040 for more information.`" log in SmartView Tracker.

* Security Gateway cannot connect to Check Point Anti-Bot Online Web Service / Anti-Virus Online Web Service.

* "`Internal error occurred, could not connect to cws.checkpoint.com`" alert log in SmartView Tracker for Application Control or URL Filtering blade.

* Anti-Malware is not able to categorize a host out of a given URL if the hostname does not contain dots.

## Cause

These Anti-Bot / Anti-Virus "Web service error" messages will be shown each time a request from the gateway to the ThreatCloud will be terminated with a timeout.

Possible causes:

1. Connectivity issue - timeout while trying to connect to Check Point online service.  

2. Online Web Service access configuration problem - using Hold configuration for span port / tap installations.  

3. Memory allocation problem - the gateway's memory is overloaded.  

4. File extension sent to be scanned by the Anti-Virus blade contains spaces.   

5. Check Point kernel uses URL normalization routines to get the hostname out of a given URL checking if it contains a dot character (e.g., google.com instead of google). Some internal sites use hostnames without any dot characters, and in such cases URL validation fails. As a result, Anti-Malware is unable to categorize such host.

## Solution

**Note:** Starting from R75.47 and R76, Anti-Bot Resource Classification mode for DNS is performed in the "background" on the Security Gateway. To learn more, see [sk92224 - Resource Categorization for Anti-Bot / Anti-Virus DNS Settings optimization](http://supportcontent.checkpoint.com/solutions?id=sk92224).

Follow these steps:

1. **Connectivity issue - timeout while trying to connect to Check Point online service.**   

   Check the following:   

   1. Check DNS configuration on the Security Gateway.   

   2. Check Proxy configuration on the Security Gateway.   

   3. Connectivity from the Security Gateway:  

      **`[Expert@GW]# curl_cli http://cws.checkpoint.com/AntiVirus/SystemStatus/type/short`**   

      This link should always be available and should always return a "`true`" value:  
      **`<?xml version="1.0" encoding="UTF-8"?><response><allSystemsOK>true</allSystemsOK></response>`**   

      Note: For more information about the `curl`, refer to [cURL documentation](http://curl.haxx.se/docs/).

   <br />

   <br />

2. **Online Web Service access configuration issue - using Hold configuration for span port / tap installations.**   

   Configure the following:  

   1. In SmartConsole / SmartDashboard, go to "Threat Prevention" tab -\> expand "Advanced" -\> click on "Engine Settings" -\> in the "Resource classification mode" section, change from "**Hold** " to "**Background** ".  

   2. Install policy.

   <br />

   <br />

3. **Memory allocation issue - the Security Gateway's memory is overloaded.**   

   1. Wait for the memory consumption to decrease (for example, memory consumption is increased during policy installation, during IPS update, etc).  

   2. If the memory exhaustion persists, [contact Check Point Support](http://www.checkpoint.com/services/contact/index.html) for troubleshooting.

   <br />

   <br />

4. **File extension sent to be scanned by the Anti-Virus blade contains spaces**   

   1. Remove the file-extension property from the request (this will not affect the security of the Anti-Virus blade):  

      1. On the gateway, edit the `$FWDIR/conf/rad_scheme.C` file (back it up before making the change).
      2. Delete the following two lines below "*antivirus* ":  
         ` :const ("&file_ext=") `  
         ` :value ("trapper:file_ext")`

      <br />

      <br />

   2. Install policy on the gateway

   <br />

   <br />

5. **Users behind the Security Gateway try to access a non-standard URL, such as URL without dots.**   
   Example: URL without *.com* at the end.  

   This problem was fixed. The fix is included in:  

   * [Check Point R77.10](http://supportcontent.checkpoint.com/solutions?id=sk97617)
   * [Jumbo Hotfix Accumulator for R77](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk96192) - since *Take_1*

   Check Point recommends to always upgrade to the most recent version ([upgrade Security Gateway](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doShowproductpage&productTab=downloads&product=73) / [upgrade Security Management Server](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doShowproductpage&productTab=downloads&product=184) / [upgrade Multi-Domain Security Management Server](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doShowproductpage&productTab=downloads&product=166)).

**Related solution:** [sk83520 - How to verify that Security Gateway and/or Security Management Server can access Check Point servers?](http://supportcontent.checkpoint.com/solutions?id=sk83520)

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