Troubleshooting guide

Chapter 13 Check Point Support Information Contacting Check Point Worldwide Technical Services by E-mail
Advanced Technical Reference Guide 4.1 • June 2000 136
Contacting Check Point Worldwide Technical Services by
E-mail
E-mail: [e-mail]
All requests to open a trouble ticket will be routed to the Check Point WTS call-tracking database. A Support
Center Team Member will send a response with a unique Trouble Number. The format for the unique Trouble
Number will be as follows: ["n" is a numeric digit]
TTnnnnnn: Trouble tickets created by Check Point WTS Call Center.
All electronic mail transactions to and from Check Point WTS must be copied to or sent directly to
[e-mail], and must include the Support ID delimited by pound signs somewhere in the
subject line, as illustrated in the following format:
Re: FW-1 will not forward FTP packets on Tuesdays #SUPPORT ID#
With regards to linking new mail to existing trouble tickets - as long as the engineer writes a reply to e-mails
from Check Point WTS, the Trouble Ticket Signature should be in the body of the e-mail somewhere.
Signatures are sent in all replies coming from Check Point and look something like this:
Do not remove or modify this line: Signature#613132082756#
PLEASE NOTE: If you do not receive an e-mail reply acknowledging receipt of your e-mail request for support
within two (2) hours, you should assume that the e-mail link is down, and proceed to make a voice call to
Worldwide Technical Services.
In order to expedite the processing and resolution of individual issues, and to maintain and improve Check Point
service quality, it is essential that certain information accompany any initial e-mail request.
1. When contact is initiated via electronic mail, the "Subject:" line should include a brief summary of the issue
and must include the Support ID delimited by pound signs: Example: "FW-1 v4.0 Service Pack 3
installation question. #SUPPORT ID#"
2. 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.
3. Describe the hardware platform(s) involved in this issue, including the amount of memory, disk space, and
NIC card types (manufacturer and model).
4. 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.).
5. 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.
6. 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.
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.
Check Point understands that due to unusual circumstances, it may not always be feasible to include all of this
information in an initial e-mail In order to provide better service, Check Point requests this information as soon
as possible, as access to the appropriate data and information facilitates problem resolution. If it is not possible
to provide this information, Check Point may be hindered in the ability to bring resolution to an issue in a
timely fashion.