H323 VoIP Calls are dropped

Product: Security Gateways
Version: R81.20, R82, R82.10
Last Modified: 2026-07-23

Symptoms

• The H.323 VoIP call establishes successfully, audio starts, then call drops after ~30-60 seconds
• The traffic is: H.323 (TCP 1720 + dynamic high TCP/UDP ports)
• Gateway logs show: Illegal H.225(Q931) No Q.931 User-user IE found, for example:

Cause

In a specific scenario the H.323 protocol inspection path classifies valid H.225 (Q931) messages as non-compliant.

Solution

This problem was fixed. The fix is included in:

• Jumbo Hotfix Accumulator for R82.10 starting from Take 19
• Jumbo Hotfix Accumulator for R82 starting from Take 103
• Jumbo Hotfix Accumulator for R81.20 starting from Take 158

If you choose not to upgrade, Check Point can supply a Hotfix. Contact Check Point 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 from the Security Management Server and Security Gateways involved in the case.

Hotfix installation instructions:

Refer to sk168597 - How to install a Hotfix.

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: 2026-01-26
Last Modified: 2026-07-23