> Source: [sk94269](https://support.checkpoint.com/results/sk/sk94269)

# sk94269 - 'An unexpected error has occurred...' error in UserCheck Agent pop up or web browser during a violation in Application Control / URL Filtering / Anti-Bot / Anti-Virus / DLP blade

| Property | Value |
|----------|-------|
| Solution ID | sk94269 |
| Date Created | 2013-08-14 |
| Last Modified | 2019-11-27 |
| Technical Level | Advanced |
| Products | Security Gateway |
| Versions | R82.10, R82, R81.20 |

## Symptoms

- * '`An unexpected error has occurred. You may still be able to continue working normally. Please retry accessing the web page in a short while. (500)`' error when a user tries to access a site that has a UserCheck object defined for it in Application Control or URL Filtering blade.  

* '`An unexpected error has occurred. You may still be able to continue working normally. Please retry accessing the web page in a short while. (500)`' error during an Anti-Bot or Anti-Virus violation with UserCheck.  

* During a DLP violation for HTTP, the user is redirected to the UserCheck portal, but receives an error:  
  '`An unexpected error has occurred. You may still be able to continue working normally. Please retry accessing the web page in a short while. (500)`'  

* After sending an e-mail with a DLP violation, the user receives an e-mail from the Security Gateway stating '`Incident_not_found`'.

## Cause

There are two possible scenarios in which this issue occurs:

* **Scenario 1**   

  1. A UserCheck interaction object was created.
  2. Policy was installed.
  3. The UserCheck interaction object was deleted.
  4. A new UserCheck interaction object was created with the same name as the first one.
  5. Policy was installed.

  <br />

  <br />

* **Scenario 2**   

  Two UserCheck interaction objects were created with the same name, even if they are on different blades. This causes only the first UserCheck interaction object to be available to the UserCheck infrastructure. An error will appear, if a violation occurs that requires the UserCheck interaction object.

## Solution

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