Troubleshooting guide

Chapter 2 What To Send Technical Support Introduction
Advanced Technical Reference Guide 4.1 • June 2000 128
What To Send Technical Support
Introduction
In order to solve your problem, your technical support representative will need all relevant information about
the problem and its environment. For each type of problem, the Support representative will ask for specific
records and files.
Sending this information as soon as the Support Call is opened will make the handling of the ticket more
efficient and will ensure that the problem is resolved as quickly as possible
This chapter lists the information that Check Point Support will ask you to gather for each type of problem. It
may also be of use when doing your own troubleshooting.
See Chapter 2: Troubleshooting Tools“Chapter 2: Troubleshooting Tools,” page 5 for more information on the
fwinfo, fw monitor and the fw ctl debug commands.
Rule Base
1. fwinfo file.
2. Relevant fw monitor file.
3. Relevant log records.
Send the files to [e-mail]
Network Address translation
Gather the following information:
1. fwinfo file.
2. A sketch of the network configuration.
3. fw monitor file on both FireWall-1 Interfaces (or, preferably, the appropriate fw monitor,whichis
better in this case).
4. Issue the command
fw ctl debug –buf
fw ctl debug xlate
fw ctl kdebug -f > /tmp/kdebug.out
In case of FTP or TELNET, you can add the option xltrc after the xlate option.
5. After the problem occurs, stop this command with ^C,andrunfw ctl debug 0.
Send the files to [e-mail]
Anti Spoofing
1. fwinfo file
2. Network Diagram
Send the files to [e-mail]