> Source: [sk109126](https://support.checkpoint.com/results/sk/sk109126)

# sk109126 - "An unexpected error occurred - Sorry for the inconvenience, please restart the application" in SmartEndpoint

| Property | Value |
|----------|-------|
| Solution ID | sk109126 |
| Date Created | 2015-12-16 |
| Last Modified | 2026-04-29 |
| Technical Level | General |
| Products | Endpoint Security |
| Versions | R82, R81.20, R81.10 (EOS), R81 (EOS) |
| OS | Windows, Gaia |

## Solution

### Introduction {#Introduction}

This article describes different scenarios when operations in SmartEndpoint fail with the following error:
>
> ```
> Unknown Error
> 
> An unexpected error occurred
> Sorry for the inconvenience, please restart the application
> ```

*Example*:
> ![](https://sc1.checkpoint.com/sc/SolutionsStatics/sk109126/Error_Example1512191028.png)

Each Scenario has additional details, its own cause and solution.

**Table of Contents:**

1. Error during any operation in SmartEndpoint
2. Trying to edit a VPN Site in VPN Client Settings
3. Error when connecting with SmartEndpoint at "Loading of Endpoint Security Components"
4. Trying to create a Recovery Media for an encrypted machine
5. Trying to open objects on "Users and Computers" tab
6. Related solutions

Show the Entire Article

### 1. Error during any operation in SmartEndpoint {#Scenario 1}

**Symptoms:**

* Any operation in SmartEndpoint fails with:

  ```
  Unknown Error
  
  An unexpected error occurred
  Sorry for the inconvenience, please restart the application
  ```

Show / Hide solution  

**Additional Symptoms:**

* When opening the SmartEndpoint console in Tech Debug mode, the following error messages appear:

  ```
  CP.UEPM.GuiIS.API.UIException: Exception has been thrown by the target of an invocation. --->
  System.Reflection.TargetInvocationException:
  Exception has been thrown by the target of an invocation. --->
  System.IO.FileNotFoundException: Could not find file 'C:\Program Files\CheckPoint\SmartConsole\R77.10\PROGRAM\data\cpml_dir\conf\basic_types.xsd'
  ```

**Cause:**
> SmartConsole was installed without Demo Mode. As a result, the *basic_types.xsd* file is missing from  
> *C:\\Program Files\\CheckPoint\\SmartConsole\\\<version\>\\PROGRAM\\data\\cpml_dir\\conf\\*

**Solution:**
> 1. Uninstall the current SmartConsole
> 2. Re-install the SmartConsole - select Demo Mode during the installation.

### 2. Trying to edit a VPN Site in VPN Client Settings {#Scenario 2}

**Symptoms:**

* In SmartEndpoint, go to *Deployment* tab - expand *Advanced Package Settings* - click on *VPN Client Settings* - select a VPN Site - click on *Edit...* - the following error appears:

  ```
  Unknown Error
  
  An unexpected error occurred
  Sorry for the inconvenience, please restart the application
  ```

Show / Hide solution  

**Additional Symptoms:**

* This issue occurs only when editing a VPN site, which has "*Authentication method* " defined as "*CAPI-certificate*".

**Issue ID:**

* 01875766

**Solution:**
> [Contact Check Point Support](http://www.checkpoint.com/services/contact/index.html) to get a Hotfix for this issue - improved SmartConsole.   
> A Support Engineer will make sure the Hotfix is compatible with your environment before providing the Hotfix.   
> For faster resolution and verification please collect:
>
> * SmartEndpoint GUI build number (go to "Help" menu - click on "About...")
> * [CPinfo](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk92739) file from the Endpoint Security Server

### 3. Error when connecting with SmartEndpoint at "Loading of Endpoint Security Components" {#Scenario 3}

**Symptoms:**

* When connecting with SmartEndpoint, at "Loading of Endpoint Security Components" stage the following error appears:

  ```
  Unknown Error
  
  An unexpected error occurred
  Sorry for the inconvenience, please restart the application
  ```

Show / Hide solution  

**Additional Symptoms:**

* "An unexpected error occurred" when launching SmartEndpoint console on 70% of loading.
* *In %localappdata%\\CheckPoint\\SmartEndpoint_Logs\\R80_XX\\SmartEndpoint_Logs.txt:* *DATE TIME \[Main Thread\] ERROR LogFileAppender --\>Exception: An unexpected error occurred
  --\>
  --\>Exception: Initialization of 'CP.UEPM.Console.Starter.MainWindow' threw an exception.
  --\> at System.Windows.Markup.WpfXamlLoader.Load(XamlReader xamlReader, IXamlObjectWriterFactory writerFactory, Boolean skipJournaledProperties, Object rootObject, XamlObjectWriterSettings settings, Uri baseUri)
  at System.Windows.Markup.WpfXamlLoader.LoadBaml(XamlReader xamlReader, Boolean skipJournaledProperties, Object rootObject, XamlAccessLevel accessLevel, Uri baseUri)
  at System.Windows.Markup.XamlReader.LoadBaml(Stream stream, ParserContext parserContext, Object parent, Boolean closeStream)
  at System.Windows.Application.LoadBamlStreamWithSyncInfo(Stream stream, ParserContext pc)
  at System.Windows.Application.LoadComponent(Uri resourceLocator, Boolean bSkipJournaledProperties)
  at System.Windows.Application.DoStartup()
  at System.Windows.Application.\<.ctor\>b__1_0(Object unused)
  at System.Windows.Threading.ExceptionWrapper.InternalRealCall(Delegate callback, Object args, Int32 numArgs)
  at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(Object source, Delegate callback, Object args, Int32 numArgs, Delegate catchHandler)
  --\>Exception: Exception has been thrown by the target of an invocation.
  --\> at System.RuntimeMethodHandle.InvokeMethod(Object target, Object\[\] arguments, Signature sig, Boolean constructor)
  at System.Reflection.RuntimeMethodInfo.UnsafeInvokeInternal(Object obj, Object\[\] parameters, Object\[\] arguments)
  at System.Reflection.RuntimeMethodInfo.Invoke(Object obj, BindingFlags invokeAttr, Binder binder, Object\[\] parameters, CultureInfo culture)
  at System.Reflection.MethodBase.Invoke(Object obj, Object\[\] parameters)
  at CP.UEPM.GuiIS.API.FrameworkHost.Start()
  at CP.UEPM.Console.Starter.MainWindow.OnInitialized(EventArgs e)
  at System.Windows.FrameworkElement.TryFireInitialized()
  at System.Windows.FrameworkElement.EndInit()
  at MS.Internal.Xaml.Runtime.ClrObjectRuntime.InitializationGuard(XamlType xamlType, Object obj, Boolean begin)
  --\>Exception: Configuration system failed to initialize
  --\> at System.Configuration.ConfigurationManager.PrepareConfigSystem()
  at System.Configuration.ConfigurationManager.get_AppSettings()
  at CP.UEPM.Console.Framework.Framework.get_TechDebugMode()
  --\>Exception: '.', **hexadecimal value 0x00, is an invalid character. Line XX, position X.** (**C:\\Users\\\<user name\>\\AppData\\Local\\checkpoint\\EndpointManager.exe_Url_n5dkaayqbptonhickqfyilxc0cdnrhqt\\1.0.0.0\\user.config line XX** )
  --\> at System.Configuration.ConfigurationSchemaErrors.ThrowIfErrors(Boolean ignoreLocal)
  at System.Configuration.BaseConfigurationRecord.ThrowIfParseErrors(ConfigurationSchemaErrors schemaErrors)
  at System.Configuration.BaseConfigurationRecord.ThrowIfInitErrors()
  at System.Configuration.ClientConfigurationSystem.OnConfigRemoved(Object sender, InternalConfigEventArgs e)
  --\>Exception: '.', **hexadecimal value 0x00, is an invalid character. Line XX, position XX.**
  --\> at System.Xml.XmlTextReaderImpl.Throw(Exception e)
  at System.Xml.XmlTextReaderImpl.Throw(String res, String\[\] args)
  at System.Xml.XmlTextReaderImpl.ParseText(Int32\& startPos, Int32\& endPos, Int32\& outOrChars)
  at System.Xml.XmlTextReaderImpl.ParseText()
  at System.Xml.XmlTextReaderImpl.ParseElementContent()
  at System.Xml.XmlTextReaderImpl.Read()
  at System.Xml.XmlTextReader.Read()
  at System.Xml.XmlTextReaderImpl.Skip()
  at System.Xml.XmlTextReader.Skip()
  at System.Configuration.XmlUtil.StrictSkipToNextElement(ExceptionAction action)
  at System.Configuration.BaseConfigurationRecord.ScanSectionsRecursive(XmlUtil xmlUtil, String parentConfigKey, Boolean inLocation, String locationSubPath, OverrideModeSetting overrideMode, Boolean skipInChildApps)
  at System.Configuration.BaseConfigurationRecord.ScanSectionsRecursive(XmlUtil xmlUtil, String parentConfigKey, Boolean inLocation, String locationSubPath, OverrideModeSetting overrideMode, Boolean skipInChildApps)
  at System.Configuration.BaseConfigurationRecord.ScanSections(XmlUtil xmlUtil)
  at System.Configuration.BaseConfigurationRecord.InitConfigFromFile()*

**Cause:**
> A corrupted or missing configuration file in the *C:\\Users\\\<UserName\>\\AppData\\local\\checkpoint\\* folder

**Solution:**
> 1. End SmartEndpoint process via Task Manager, if it is still running.
> 2. Delete the following folder (the folder's name will begin with EndpointManager.exe_Url_ but the rest of the name may be different): *C:\\Users\\\<user name\>\\AppData\\Local\\checkpoint\\* **EndpointManager.exe_Url_n5dkaayqbptonhickqfyilxc0cdnrhqt**
> 3. Log in into SmartEndpoint.

### 4. Trying to create a Recovery Media for an encrypted machine {#Scenario 4}

**Symptoms:**

* When trying to create a Recovery Media for an encrypted machine via SmartEndpoint Console, the following error appears:

  ```
  Unknown Error
  
  An unexpected error occurred
  Sorry for the inconvenience, please restart the application
  ```

Show / Hide solution  

**Additional Symptoms:**

* When opening the SmartEndpoint console in Tech Debug mode, the following error messages appear:

  ```
  CP.UEPM.GuiIS.API.UIException: Invalid character in username --->
  System.IO.InvalidDataException: Invalid character in username
  at CP.UEPM.Console.FDE.Utils.CreateRecoveryMedia.AddUser(String domain, String username, Byte[] hash, Byte[] salt1)
  at CP.UEPM.ConsoleTopics.MyOrganizationModule.RecoveryMediaDataProvider.CreateRecoveryMedia(INodeItem device)
  ```

**Cause:**
> Authorized preboot user's username contains "space" (for example: "test user") and/or special symbol (for example: !@#$%\^\&).

**Solution:**
> 1. In SmartEndpoint, go to ***Users and Computers*** tab.   
>
> 2. In the upper left pane, select the relevant computer.   
>
> 3. In the upper middle pane, click on ***Full Disk Encryption*** blade.   
>
> 4. On the toolbar, click on ***Authorize preboot users...***   
>
> 5. Remove the user whose username contains "space" and/or special symbol from the list of authorized preboot users.   
>
> 6. Click on OK.
>
> *Example*:
>
> ![](https://sc1.checkpoint.com/sc/SolutionsStatics/sk98689/preboot_users_list.png)

### 5. Trying to open objects on "Users and Computers" tab {#Scenario 5}

**Symptoms:**

* When trying to open objects in SmartEndpoint on "*Users and Computers*" tab, the following error appears:

  ```
  Unknown Error
  
  An unexpected error occurred
  Sorry for the inconvenience, please restart the application
  ```

Show / Hide solution  

**Additional Symptoms:**

* If administrator goes to the *Reporting* tab - right-clicks on a specific machine - goes to Navigate To menu - selects *User* or *Computer* , then the "*Users and Computers*" tab tab works again.

**Solution:**
> [Contact Check Point Support](http://www.checkpoint.com/support-services/contact-support/index.html) to get a Hotfix for this issue - improved SmartConsole.  
> A Support Engineer will make sure the Hotfix is compatible with your environment before providing the Hotfix.  
> For faster resolution and verification, please collect:
>
> * SmartEndpoint GUI build number (go to "Help" menu - click on "About...")
> * [CPinfo file](http://supportcontent.checkpoint.com/solutions?id=sk92739) from the Endpoint Security Server involved in the case

---

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