> Source: [sk183146](https://support.checkpoint.com/results/sk/sk183146)

# sk183146 - Log Exporter process crashes repeatedly, Log Sharing with Infinity Portal is not working or logs are not visible in XDR/XPR, IoT, SD-WAN and Infinity Events

| Property | Value |
|----------|-------|
| Solution ID | sk183146 |
| Date Created | 2025-02-13 |
| Last Modified | 2025-08-13 |
| Technical Level | General |
| Products | Security Management Server |
| Versions | R81.20, R81.10 (EOS) |

## Symptoms

- * Log Exporter process crashes repeatedly.
* Log Sharing with Infinity Portal does not work and shows `Encountered an internal error` message in the Infinity Portal.
* Logs are not visible in XDR/XPR, IoT, SD-WAN and Infinity Events
* R81.10 Jumbo Hot Fix Take 169 and above or R81.20 Jumbo Hot Fix Take 90 and above is installed.
* The Log Exporter for Log Sharing was erased automatically.

## Solution

This problem was fixed. The fix is included in:

* [Jumbo Hotfix Accumulator for R81.10](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81.10/Default.htm) starting from Take 173
* [Jumbo Hotfix Accumulator for R81.20](https://sc1.checkpoint.com/documents/Jumbo_HFA/R81.20/R81.20/Take_99.htm?tocpath=_____5) starting from take 99

Important note: The issue does not exist in R82.  

If you choose not to upgrade, Check Point can supply a **Hotfix** . [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 files](http://supportcontent.checkpoint.com/solutions?id=sk92739) from the Security Management Server and Security Gateways 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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