> Source: [sk102099](https://support.checkpoint.com/results/sk/sk102099)

# sk102099 - "Internal error, please contact support" when trying to create new "Threat Prevention" profile after upgrade of Security Management Server to R77 / R77.10

| Property | Value |
|----------|-------|
| Solution ID | sk102099 |
| Date Created | 2014-08-25 |
| Last Modified | 2017-04-21 |
| Technical Level | Advanced |
| Products | Security Gateway, Security Management Server, Multi-Domain Security Management Server |
| Versions | R82.10, R82, R81.20, R82.10, R82, R81.20, R82.10, R81.20, R82 |
| OS | Gaia |

## Symptoms

- * "Internal error, please contact support" when trying to create new "Threat Prevention" profile after upgrade of Security Management Server to R77 / R77.10:  

  SmartDashboard - go to 'Threat Prevention' tab - go to 'Profiles' pane - click on '`New...`' - error appears.

* After creation of new "Threat Prevention" profile failed with the above error, the same error appears if user tries to navigate to '`Protections`' pane.

* SmartDashboard debug during the issue shows the following lines:

  * `Error: Object Validation Failed for 'Template_Hidden_Profile' @ 'am_profiles': Validation error in field 'av_settings' at object 'Template_Hidden_Profile' @ 'am_profiles' --> Failed to get the value of field 'all_files_proactive_scan_enabled' - Field Not Found`  

  * `Error: Object Validation Failed for 'Recommended_Profile' @ 'am_profiles': Validation error in field 'av_settings' at object 'Recommended_Profile' @ 'am_profiles' --> Failed to get the value of field 'all_files_proactive_scan_enabled' - Field Not Found`  

  *

    ```
    
    ....
    (
    :operation (dle-get-obj)
      :body (
      :result_code (2306)
      :err_string ("General Error: Failed to convert cpmix to DLE")
      :details ("ObjectName=Template_Hidden_Profile")
        :dbg_msg ("CDleException Exception:
        Error Code: 10 (Field not found)
        User Message: 
        Debug Message: Field 'av_settings\all_files_proactive_scan_enabled' not found
        File Name: CDleObject.cpp
        Line number: XXX
        Inner: NONE
        Details: 
        ")
      )
    )
    ```

## Cause

Due to corruption of the file, the field '*`all_files_proactive_scan_enabled`* ' is missing in the section '*`av_settings`* ' of *$FWDIR/conf/am_profiles.C* file on Security Management Server / Domain Management Server.

Following the SmartConsole debug, the upgrade log was analyzed and the following failure was found:

`[`*PID*` ...]@HostName[`*Date Time*`] File '/opt/CPsuite-R77/fw1/conf/preUpgradeDatabase/am_profiles.C' doesn't exist. Creating an empty table`

Notes:

* The file '`am_profiles.C`' does not exist in versions prior to R75.40
* The field '`all_files_proactive_scan_enabled`' in the file '`am_profiles.C`' does not exist in versions prior to R77
* The field '`all_files_proactive_scan_enabled`' does not exist in the default database of R77 / R77.10

## Solution

This solution requires authentication. Please log in to view the full solution.

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