# ICAP enabled TE100X emulation fails with "There was an Unexpected Internal error, Please try again later"

**Product:** Threat Emulation  
**Version:** R81.10 (EOS), R81.20, R82  
**OS:** Gaia  
**Platform:** TE  
**Last Modified:** 2025-12-29

## Symptoms

- Threat Emulation solution on the ICAP Server fails with " _There was an Unexpected Internal error, Please try again later_".
- Slowness or complete failure to load certain web pages, especially during login to external sites (such as Cisco login).
- The Server sends requests or files to be scanned by Harmony Browse (Threat Emulation TE100X) through ICAP, but does not receive responses at random intervals.
- ICAP flags general traffic as Virus or Scan Error, causing legitimate traffic to be blocked. And " _Virus\_detected in the content (virus\_detected)_" message appears while browsing, logs show files are blocked.
- High CPU spikes are observed on the C-ICAP process during the issue.
- Bypassing traffic using Proxy or disabling Threat Emulation Software Blade in the Threat Prevention policy resolves the issue.

## Cause

During the ICAP scanning flow, the system reports an internal error rather than returning a valid scan result (clean, infected, or scan error verdict) to the requesting service.

## 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 60
- [Jumbo Hotfix Accumulator for R81.20](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81.20/Default.htm) starting from Take 120
- [Jumbo Hotfix Accumulator for R81.10](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81.10/Default.htm) starting from Take 183

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).

#### 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:** 2025-11-15  
**Last Modified:** 2025-12-29