Multi-Domain Server in a high availability environment goes out of synchronization when AI Copilot is enabled

Product: Multi-Domain Security Management
Version: R81.20, R82, R82.10
OS: Gaia
Last Modified: 2026-07-23

Symptoms

• Multi-Domain Server in a high availability environment goes out of Synchronization.
  High Availability Status window shows:

" Sync failed: Could not sync from"
" Synchronization error - - NGM failed to import"

• AI Copilot is enabled.

• Manual synchronization of the Multi-Domain Server resolved the issue temporarily.

• file shows this output:

    288 ERROR infrastructure.logging.DefaultExceptionLoggerHandlerImpl [qtp-xxx-yyy]:
    incident <Incident_UID>:
    CpmGeneralException{base='com.checkpoint.management.is.exceptions.CpmGeneralException:
    Owned object with id: <Object_UID> was not found in collection.
    (field=roleToFolderAssignments)', errorCode='CP_ERR_UNSPECIFIED', errorFamily='null',
    messageForUser='null', message='Owned object with id: <Object_UID> was not found in collection.
    ```

## Cause

When AI Copilot is enabled, the Copilot Administrator permissions rely on a cached list of domains.

In a Multi-Domain Server High Availability environment:

- Each server maintains its own local domain cache.
- The cache update process includes only domains from the local server.
- Domains managed by the peer Multi-Domain Server are removed from the permissions list.

This mismatch causes synchronization failures between the servers.

## Solution

This problem was fixed. The fix is included in:

- [Jumbo Hotfix Accumulator for R82.10](https://sc1.checkpoint.com/documents/Jumbo_HFA/R82.10/Default.htm) starting from Take 36
- [Jumbo Hotfix Accumulator for R82](https://sc1.checkpoint.com/documents/Jumbo_HFA/R82/Default.htm) starting from Take 118

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://support.checkpoint.com/results/sk/sk168597).

#### NOTE

This solution has been verified for the specific scenario, described by the combination of Product, Version and Symptoms. It may not work in other scenarios.