> Source: [sk165818](https://support.checkpoint.com/results/sk/sk165818)

# sk165818 - UDM error - "Failed to load logs" or "can't load Mail server"

| Property | Value |
|----------|-------|
| Solution ID | sk165818 |
| Date Created | 2020-03-22 |
| Last Modified | 2023-03-26 |
| Technical Level | General |
| Products | Security Management Server |
| Versions | R82.10, R82, R81.20, R82.x, R82.20 |

## Symptoms

- * UDM returns "Failed to load logs" error, loading logs from Security Management, when accessing Logs tab from UDM portal:  

  ![](https://sc1.checkpoint.com/sc//SolutionsStatics/NEW_SK_NOID1571323775151/UDM_error1910170801.PNG)
* *udm_logging.log* shows:  

  `
  WARN http-127.0.0.1-8081-5 SmartlogRestResponseLogin:58 - failed to convert xml string to SmartlogRestResponseLogin. the xml string: <?xml version='1.0' encoding='UTF-8' standalone='yes' ?>`  
  `
  `  
  `
  WARN http-127.0.0.1-8081-5 SmartlogRestResponseError:100 - failed to convert xml string to SmartlogRestResponseError. the xml string: <?xml version="1.0" encoding="UTF-8" standalone="yes" ?>`  
  `
  <root><?xml version='1.0' encoding='UTF-8' standalone='yes' ?>`  
  `
  </root>`  
  `
  ERROR http-127.0.0.1-8081-5 SmartlogHelper:156 - can't parse the smart log response: <?xml version='1.0' encoding='UTF-8' standalone='yes' ?>`  
  `
  `  
  `
  ERROR http-127.0.0.1-8081-5 LogsController:115 - Logs - Exception:the response body: <?xml version='1.0' encoding='UTF-8' standalone='yes' ?>
  `
* Can't select a mail server from UDM portal.

## Cause

<br />

## Solution

[Contact Check Point Support](https://www.checkpoint.com/support-services/contact-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](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk92739) files from the Security Management and Security Gateways involved in the case.  

**Related solutions:**

* [sk164718 - User and Device Management R77.30.01 (Hotfix #8)](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk164718)
* [sk164242 - User and Device Management R80.20](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk164242)

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