> Source: [sk179049](https://support.checkpoint.com/results/sk/sk179049)

# sk179049 - "Query Failed" error message in Endpoint Management or Harmony Endpoint

| Property | Value |
|----------|-------|
| Solution ID | sk179049 |
| Date Created | 2022-05-12 |
| Last Modified | 2022-10-26 |
| Technical Level | General |
| Products | Endpoint Security |
| Versions | R81.10 (EOS), R81 (EOS) |

## Symptoms

- * In Harmony Endpoint and Harmony Endpoint Web Management, Logs menu show "Query Failed" error message.
* Errors found in $RTDIR/log/smartview.log : 2022-04-29 12:41:38,644 ERROR 1ocfuq8g6y1rmhi4hx189p8tx \[DataManager Worker 15\] (RFLResponse.java:22) - Failed to parse response XML. Exception details: org.jdom2.input.JDOMParseException: Error on line 3493: An invalid XML character (Unicode: 0xffff) was found in the value of attribute "value" and element is "field".

## Cause

Parsing failed as logs of the **Media Encryption \& Port Protection** blade have invalid characters.

## 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, collect [CPinfo](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk92739) files from the Management Server and Security Gateways / Cluster Members involved in the case.

**Hotfix installation instructions:**   
Refer to [sk168597 - How to install a Hotfix](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk168597).

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