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"Internal error, please contact support" when trying to create new "Threat Prevention" profile after upgrade of Security Management Server to R77 / R77.10
Symptoms
  • "Internal error, please contact support" when trying to create new "Threat Prevention" profile after upgrade of Security Management Server to R77 / R77.10:
    SmartDashboard - go to 'Threat Prevention' tab - go to 'Profiles' pane - click on 'New...' - error appears.

  • After creation of new "Threat Prevention" profile failed with the above error, the same error appears if user tries to navigate to 'Protections' pane.

  • SmartDashboard debug during the issue shows the following lines:

    • Error: Object Validation Failed for 'Template_Hidden_Profile' @ 'am_profiles': Validation error in field 'av_settings' at object 'Template_Hidden_Profile' @ 'am_profiles' --> Failed to get the value of field 'all_files_proactive_scan_enabled' - Field Not Found

    • Error: Object Validation Failed for 'Recommended_Profile' @ 'am_profiles': Validation error in field 'av_settings' at object 'Recommended_Profile' @ 'am_profiles' --> Failed to get the value of field 'all_files_proactive_scan_enabled' - Field Not Found

    • ....
      (
      :operation (dle-get-obj)
        :body (
        :result_code (2306)
        :err_string ("General Error: Failed to convert cpmix to DLE")
        :details ("ObjectName=Template_Hidden_Profile")
          :dbg_msg ("CDleException Exception:
          Error Code: 10 (Field not found)
          User Message: 
          Debug Message: Field 'av_settings\all_files_proactive_scan_enabled' not found
          File Name: CDleObject.cpp
          Line number: XXX
          Inner: NONE
          Details: 
          ")
        )
      )
      
Cause

Due to corruption of the file, the field 'all_files_proactive_scan_enabled' is missing in the section 'av_settings' of $FWDIR/conf/am_profiles.C file on Security Management Server / Domain Management Server.

Following the SmartConsole debug, the upgrade log was analyzed and the following failure was found:

[PID ...]@HostName[Date Time] File '/opt/CPsuite-R77/fw1/conf/preUpgradeDatabase/am_profiles.C' doesn't exist. Creating an empty table

Notes:

  • The file 'am_profiles.C' does not exist in versions prior to R75.40
  • The field 'all_files_proactive_scan_enabled' in the file 'am_profiles.C' does not exist in versions prior to R77
  • The field 'all_files_proactive_scan_enabled' does not exist in the default database of R77 / R77.10

Solution
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