SmartCenter-Troubleshooting.doc

SmartCenter Troubleshooting Guide

SmartCenter Troubleshooting Guide

Table of Contents

SmartCenter Product Troubleshooting 2
SmartCenter Troubleshooting by Subject 2
Security Policy Issues 2
Log-Related Issues 3
SIC Establishment 3
SmartConsole Connectivity 3
FWM Crash 3
Certificate Issues 3

SmartCenter Product Troubleshooting
This section lists some of the actions to be taken when general troubleshooting problems are encountered:
· For connectivity issues between the GUI client and the management server, verify usage of appropriate license and its validity
· For connectivity issues between the GUI client and the management server, verify that the client is defined as a GUI client and that the administrator is valid.
· Verify that the latest HFA is in use.
· For connectivity issues between the GUI client and the management server, check the routing between the GUI Client and SmartCenter.
· For database problems, try deleting the specific objects via the GUI Client or GUI dbedit.
· For policy installation issues, verify connectivity between SmartCenter and the gateways.
· For HA synchronization problems, try manual synchronization from SmartDashboard. Also try restarting the SmartCenter server.
· For a SIC problem, try resetting SIC on both sides. Also delete the gateway object from SmartDashboard, recreate it with a different name, and then reinitialize SIC.
· For core dump, segmentation errors or installation failures on Solaris, verify that all recommended patches are installed on the system.
· Check SV Tracker and the messages file for relevant error messages.
SmartCenter Troubleshooting by Subject
Specific troubleshooting subjects are addressed in the following sections:
· Security Policy Issues
· Log-Related Issues
· SIC Establishment
· SmartConsole Connectivity
· FWM Crash
· Certificate Issues
Security Policy Issues
If you encounter a security-related problem, perform the following actions:
1. Check for verification errors. The error message explains the location/nature of the rule conflict.
2. If install policy on gateway fails, check for connectivity issues and SIC status between the SmartCenter Server and the module.
3. If you experience unexpected behavior of traffic that should have been dropped, verify that there are no implied rules that allow this traffic.
Log-Related Issues
If you encounter a problem related to logs, perform the following actions:
1. Verify that SIC is established.
2. Check for connectivity between the gateway and the log server.
3. Verify that port 257 is listening on the management server.
SIC Establishment
· Establish SIC between the SmartCenter server and the module as follows:
· Run the cpconfig command and enter the new activation key on the gateway side.
· Enter the module object using Smart Dashboard, click the Communication button and enter the new activation key.
SmartConsole Connectivity
If you encounter a problem related to SmartConsole connectivity, perform the following actions:
1. Verify that you have communication/pings between the SmartCenter server and the GUI client.
2. Verify that you are defined as a GUI client on the SmartCenter server and that you are using the correct user/password to log in.
FWM Crash
If you encounter a problem related to an FWM crash, check whether you have any core files generated on the machine and contact Check Point support for further troubleshooting assistance.
Certificate Issues
If you encounter a certificate-related problem, search for the error in SecureKnowledge.

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