# Mobile Access SSL Network Extender (SNX) remote users with Windows 11 24H2 fail to connect

**Product:** Mobile Access / SSL VPN  
**Version:** R81.10 (EOS), R81.20, R82  
**Last Modified:** 2026-02-18

## Symptoms

- Endpoint users can log in to the Mobile Access page, but cannot connect to resources behind the Security Gateway using SSL Network Extender (SNX).  
- The operating system of the endpoint computer is Windows 11 24H2.  
- In Windows Console on the endpoint computer, the _slimsvc.log_ file shows these messages:

```
[ 8272 6388]@DESKTOP-U2QHH8N[25 Nov 10:59:07][] cprti_create_req: normal add_route failed. Identified as vista, calling new api
[ 8272 6388]@DESKTOP-U2QHH8N[25 Nov 10:59:07][] cprti_getForwardType
[ 8272 6388]@DESKTOP-U2QHH8N[25 Nov 10:59:07][] cprti_create_req: normal add_route failed. Identified as vista, calling new api
[ 8272 6388]@DESKTOP-U2QHH8N[25 Nov 10:59:07][] cprti_getForwardType
[ 8272 6388]@DESKTOP-U2QHH8N[25 Nov 10:59:07][] cprti_getForwardType
[ 8272 6388]@DESKTOP-U2QHH8N[25 Nov 10:59:07][] cprti_getForwardType
[ 8272 6388][25 Nov 10:59:07][] cprti_change_route_metric
[ 8272 6388]@DESKTOP-U2QHH8N[25 Nov 10:59:07][] Failed to set route dst: 100007f mask: ffffffff
[ 8272 6388]@DESKTOP-U2QHH8N[25 Nov 10:59:07][] cprti_getForwardType
[ 8272 6388][25 Nov 10:59:07][] cprti_change_route_metric
[ 8272 6388]@DESKTOP-U2QHH8N[25 Nov 10:59:07][] Failed to set route dst: ffffff7f mask: ffffffff
[ 8272 6388]@DESKTOP-U2QHH8N[25 Nov 10:59:07][] cprti_getForwardType
[ 8272 6388]@DESKTOP-U2QHH8N[25 Nov 10:59:07][] cprti_getForwardType
```

## Cause

The conflict resolution mechanism in Windows 11 24H2 is different than in earlier versions of Windows.

## Solution

This problem was fixed. The fix is included in:

- [Jumbo Hotfix Accumulator for R82](https://sc1.checkpoint.com/documents/Jumbo_HFA/R82/Default.htm) starting from Take 73  
- [Jumbo Hotfix Accumulator for R81.20](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81.20/Default.htm) starting from Take 122

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).

This **workaround** is available:

On the Windows endpoint computer, create a new Windows Registry parameter.

**Procedure**
1. On the Windows endpoint computer, open the Registry Editor.
2. Go to this location:
   
   _HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\cpextender_  
3. Create a new DWORD entry with the name `MetricSetMethod`.
4. Set the value of `MetricSetMethod` to `1`.
5. Restart the Windows endpoint computer.

#### NOTE

This solution has been verified for the specific scenario, described by the combination of Product, Version and Symptoms. It may not work in other scenarios.

## Article Properties

**Access Level:** General  
**Status:** Approved by TAC  
**Date Created:** 2024-12-13  
**Last Modified:** 2026-02-18