# Security Gateway stops responding with "BUG: soft lockup" in serial console

**Product:** Check Point Appliances, Security Gateways  
**Version:** R81.20  
**OS:** Gaia  
**Last Modified:** 2026-04-28

## Symptoms
- Security Gateway stops responding and displays in the serial console: `BUG: soft lock - CPU#XX stuck for XXs`
- In a cluster environment, a cluster failover occurs.
- In the _/var/log/messages_ file or from spike detective logs (see [sk166454](https://support.checkpoint.com/results/sk/sk166454)) we can see

```
[DATE TIME] FW-name snmpd: Error: Timeout waiting for response from database server.
[DATE TIME] FW-name snmpd: Error: Timeout waiting for response from database server.
[DATE TIME] FW-name kernel:NMI watchdog: BUG: soft lockup - CPU#78 stuck for 22s! [fwk0_1:18167]
```

## Cause
Memory fragmentation occurs during huge page allocation, managed by the operating system. This process can lead to CPU soft lockup under heavy load.

## Solution
This problem was fixed. The fix is included starting from:
- [Jumbo Hotfix Accumulator for R81.20](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81.20/Default.htm) starting from Take 119

Check Point recommends to always upgrade to the [Recommended version](https://support.checkpoint.com/results/sk/sk95746) ( [Security Gateway](https://support.checkpoint.com/product/73) / [VSX](https://support.checkpoint.com/product/359) / [Security Management Server](https://support.checkpoint.com/product/184) / [Multi-Domain Security Management Server](https://support.checkpoint.com/product/166) / [SmartConsole](https://support.checkpoint.com/product/191)).

If you choose not to upgrade, [contact Check Point Support](https://www.checkpoint.com/support-services/contact-support/) to get a Hotfix for your version.

A Support Engineer will make sure the Hotfix is compatible with your environment before providing it.

For faster resolution and verification, collect these files:
1. [CPinfo](https://support.checkpoint.com/results/sk/sk92739) file from the Management Server involved in the case.
2. [CPinfo](https://support.checkpoint.com/results/sk/sk92739) file from the Security Gateway / each Cluster Member involved in the case.

**Hotfix installation instructions:**
Refer to [sk168597 - How to install a Hotfix](https://support.checkpoint.com/results/sk/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:** 2026-01-12  
**Last Modified:** 2026-04-28