> Source: [sk145892](https://support.checkpoint.com/results/sk/sk145892)

# sk145892 - "Error: Operation timed out" error when trying to connect with SmartConsole

| Property | Value |
|----------|-------|
| Solution ID | sk145892 |
| Date Created | 2019-02-18 |
| Last Modified | 2020-12-17 |
| Technical Level | Advanced |
| Products | Security Management Server |
| Versions | R82.10, R82, R81.20, R82.20 |

## Symptoms

- * "`Error: Operation timed out`" error when trying to connect with SmartConsole.   

* The cpm.elg file shows:

  ```
  
  DATE TIME,PID WARN coresvc.internal.ObjectStoreJpaTransactionManager 
  [qtp-1209785826-99]: transaction of web service method:FwmSvcRemote.deleteObject 
     username:fwm_user os:00000000-0000-0000-0000-000000000000 
     domainid:41e821a0-3720-11e3-aa6e-0800200c9fde 
     took:5921 09/01/18 09:30:58,189 ERROR coresvc.internal.FwmNotificationMgr 
  [taskExecutor-19]: Sending 1 notifications to FWM took more than 5 seconds (took 5628 millis) 
  ```

* The cpm.elg file shows:

  ```
  
  DATE TIME,PID DEBUG web_services.internal.Exception2RemoteFaultMapperImpl [qtp706521764-40472]: 
  mapped exception of class UnmarshalException to com.checkpoint.web_services.faults.GeneralRemoteFault
  DATE TIME,PID DEBUG web_services.internal.WsFaultInterceptor [qtp706521764-40521]: 
  intercepted exception javax.xml.bind.UnmarshalException
   - with linked exception:
  [com.ctc.wstx.exc.WstxUnexpectedCharException: Illegal character ((CTRL-CHAR, code 1))
   at javax.xml.stream.SerializableLocation@43102dd0]
  DATE TIME,PID ERROR infrastructure.logging.DefaultExceptionLoggerHandlerImpl [qtp706521764-40521]: incident [4776a304-c39e-4ccb-a99e-bbecfe7d2563]: 
  javax.xml.bind.UnmarshalException
   - with linked exception:
  [com.ctc.wstx.exc.WstxUnexpectedCharException: Illegal character ((CTRL-CHAR, code 1))
   at javax.xml.stream.SerializableLocation@43102dd0]
  	at com.sun.xml.bind.v2.runtime.unmarshaller.UnmarshallerImpl.handleStreamException(UnmarshallerImpl.java:485)
  	at com.sun.xml.bind.v2.runtime.unmarshaller.UnmarshallerImpl.unmarshal0(UnmarshallerImpl.java:417)
  	at com.sun.xml.bind.v2.runtime.unmarshaller.UnmarshallerImpl.unmarshal(UnmarshallerImpl.java:394)
  	at org.apache.cxf.jaxb.JAXBEncoderDecoder.doUnmarshal(JAXBEncoderDecoder.java:855)
  	at org.apache.cxf.jaxb.JAXBEncoderDecoder.access$100(JAXBEncoderDecoder.java:102)
  	at org.apache.cxf.jaxb.JAXBEncoderDecoder$2.run(JAXBEncoderDecoder.java:894)
  	at java.security.AccessController.doPrivileged(AccessController.java:650)
  	at org.apache.cxf.jaxb.JAXBEncoderDecoder.unmarshall(JAXBEncoderDecoder.java:892)
  	at org.apache.cxf.jaxb.JAXBEncoderDecoder.unmarshall(JAXBEncoderDecoder.java:712)
  	at org.apache.cxf.jaxb.io.DataReaderImpl.read(DataReaderImpl.java:176)
  	at org.apache.cxf.wsdl.interceptors.DocLiteralInInterceptor.handleMessage(DocLiteralInInterceptor.java:109)
  ```

* The fwm.elg file shows:

  ```
  DATE TIME Following Web Service call took 5404 ms 
  /opt/CPsuite-R80/fw1/lib/libngmws.so(_ZN3ngm35FwmSvcRemoteServiceSoapBindingProxy13execCpmiQueryEPNS_18fwm__execCpmiQueryEPNS_26fwm__execCpmiQueryResponseE+0x38) 
  [0xf602b8aa] /opt/CPsuite-R80/fw1/lib/libCPMIServerTables.so(_ZN26CCkpDbObjectsCWsRemoteImpl9cpmiQueryEPKcS1_RSt6vectorI8CfwsetSPSaIS3_EERb+0x155) 
  [0xefeacad5] /opt/CPsuite-R80/fw1/lib/libCPMIServerTables.so(_ZN22CCkpSetWsRemoteTabImpl5QueryEP9COMIQueryPK5fwsetR12cpatlCComPtrI17ICPMISharedResultEb+0x13e) 
  [0xefece60e] /opt/CPsuite-R80/fw1/lib/libCpmixServerAdapter.so(_ZN19CCpmixServerAdapter5QueryER17ICpmixQueryResultPKcS3_bS3_PS3_+0x5c2) 
  [0xf7724ab2] /opt/CPsuite-R80/fw1/lib/libCpmixServerAdapter.so(_ZN19CCpmixServerAdapter5QueryER17ICpmixQueryResultPKcS3_S3_PS3_+0x3c) 
  ```

## Cause

A procedure is probably prolonging the FWM process, preventing it from answering the CPM process.

## Solution

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

---

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