> Source: [sk1000067](https://support.checkpoint.com/results/sk/sk1000067)

# sk1000067 - SmartConsole displays the message "SmartDashboard component failed to connect to server" when a RADIUS-authenticated user with a Read-Only profile logs in 

| Property | Value |
|----------|-------|
| Solution ID | sk1000067 |
| Date Created | 2026-08-26 |
| Last Modified | 2026-09-08 |
| Technical Level | General |
| Products | Security Management Server |
| Versions | R82 |
| OS | Gaia |

## Symptoms

- When a RADIUS-authenticated user with a Read-Only permission logs in to SmartConsole and double-clicks a Security Gateway object, this error message appears:

`SmartDashboard component failed to connect to server`

### Firewall Management (FWM) Debug

Enable FWM process debug and locate the internal error messages in the `$FWDIR/log/fwm.elg` file. For instructions on how to enable FWM process debug, see [sk86186](https://support.checkpoint.com/results/sk/sk86186).  
Example:

```
Calling Web Service: ... getDowngradedObjectByName ...
CfwauthObjectConverter::getObject: FATAL: Failed to get object users ben.wp.wong
CfwauthObjectConverter::getObject: Fault returned from remote server: "An internal error has occurred."
ERROR: fwadb_fetch failed to fetch user ben.wp.wong
cpsc_get_msg_by_id: Cache HIT for CPSC_UNKNOWN_USER
cpsc_get_msg_by_id: Cache HIT for CPSC_INTERNAL_ACCESS_DENIED
```

### Check Point Management (CPM) Debug

Enable login and webservices topics of CPM debug and locate the exception error in the `$MDS_FWDIR/log/cpm.elg`file. For instructions on how to enable Login and Webservices topics of CPM debug, see [sk183144](https://support.checkpoint.com/results/sk/sk183144).  
Example:

```
INFO �coresvc.internal.FwmSvcImpl: This is users table, trying to return admin first
ERROR infrastructure.logging.DefaultExceptionLoggerHandlerImpl: incident [e326ebd6-...]: java.lang.NullPointerException at com.checkpoint.management.web_services.dleserver.internal.CpmiObjectDowngrader.convertDownField at com.checkpoint.management.web_services.dleserver.internal.CpmiObjectDowngrader.convertDown at com.checkpoint.management.web_services.dleserver.internal.FwmSvcRemoteImpl.getDowngradedObjectByNam
```

## Cause

The FWM process identifies the Radius user as unknown due to missing legacy authentication fields in the CPMI (Check Point Management Interface) formatted user object.

## Solution

Contact [Check Point Support](https://www.checkpoint.com/support-services/contact-support/) to get a Hotfix for this issue.  

A support engineer verifies that the Hotfix is compatible with the environment before providing it.   
For faster resolution and verification, collect [CPinfo](https://support.checkpoint.com/results/sk/sk92739) file from the affected Management Server.

**Hotfix installation instructions:**   

Refer to [sk168597 - How to Install a Hotfix](https://support.checkpoint.com/results/sk/sk168597).

---

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