Troubleshooting guide

Chapter 13 Check Point Support Information Contacting Check Point Worldwide Technical Services by Telephone
Advanced Technical Reference Guide 4.1 • June 2000 135
possible to provide this information, Check Point may be hindered in the ability to bring resolution to an issue
in a timely fashion.
1. Complete contact information, (name, title, company name, e-mail address, phone number, pager number,
fax number, onsite phone number, time zone) for all parties involved in the issue. If the issue is related in
any way to licensing, please provide certificate keys and purchase order numbers for the applicable
product.
2. Describe hardware platform(s) involved in this issue, including the amount of memory, disk space, and
NIC card types (manufacturer and model).
3. Describe the operating system(s) involved in this issue, including the version number and patch level
information. (Include which service pack and Hotfixes for NT, which patches for Solaris, etc.).
4. Provide a detailed description of the problem or issue, including any symptoms noted, any patterns seen
(time of day or only certain users affected, etc…) and any specific error messages received.
The Support Center Team Member will then attempt to help resolve the issue. If the issue cannot be resolved
via the phone, the issue will be transferred to the Check Point Test Lab. Once it has been determined that the
issue cannot be resolved via the phone, you may be asked to submit some additional information which could
include the following or other items:
1. Execute the $FWDIR/bin/fwinfo command on all FireWall-1 modules and the FireWall-1
management station in question, divert the output to a file, and ATTACH (do not embed), the file to an
initial e-mail message.
2. Provide a detailed description of the network topology including, but not limited to: physical network
parameters, media and protocols.
3. Location map (topology diagram) of all segment routers and transitional gateways.
4. IP addresses of all router and gateway interfaces.
5. General information about the network, including: approximate number of users, approximate number of
simultaneous sessions per user, types of applications in use, etc.
6. An electronic topology diagram is preferred - Visio® or PowerPoint® are good applications to use for this.
If this is not feasible, a fax of hand drawn diagrams is an acceptable alternative, provided the IP addresses
or Host ID information is legible.
7. Provide a historical description of the problem or issue, from the customer's perspective, detailing
chronology and troubleshooting efforts already completed. If FireWall-1 has been upgraded or "backed
down" for any reason, please also detail which versions were involved.
8. Provide any miscellaneous, related information. This would include debugging output, packet traces, core
dump files, Dr. Watson error logs, FireWall-1 logs, etc.
In the event Check Point is unable to diagnose and, where appropriate, resolve a problem through WTS access,
then Check Point agrees to escalate the problem resolution in accordance with the Check Point escalation
procedure. In all cases, Check Point will provide the customer a respective trouble ticket tracking number for all
calls from the customer.
In the event that Check Point assesses the call to be a non-Check Point defect or failure, Check Point will
immediately contact the designated customer contact.