topic Re: CP 5000 Series Device is Not Starting in Firewall and Security Management

CP 5000 Series Device is Not Starting

ikafka — Mon, 08 May 2023 12:03:53 GMT

Hi checkmates,

The firewall with following information does not starting. "Appliance is initializing... Please wait" appear on display screen. When I restart the device, the console screen appears but does not accept any input. Putty screenshot is attached.

Device info:

Model: 5000 Series

Version: 80.40

Hotfix: 94

Re: CP 5000 Series Device is Not Starting

G_W_Albrecht — Mon, 08 May 2023 12:08:45 GMT

Contact TAC to issue RMA (HDD Smart error points to defective HDD, Recovery BIOS boot also seems a HW fault) - i would assume that backup will not work.

Re: CP 5000 Series Device is Not Starting

the_rock — Mon, 08 May 2023 12:47:52 GMT

I agree with @G_W_Albrecht ... this most likely warrants RMA. Now, if you have physical access to an appliance, you can try re-seat the HDD and maybe pull power supplies out and then put them back in and see what happens. If that fails too, then RMA sounds like the only option left.

Andy

Re: CP 5000 Series Device is Not Starting

G_W_Albrecht — Mon, 08 May 2023 12:54:29 GMT

I would rather rely on TAC before opening the device. Smells like > 5 years HW fault to me...

Re: CP 5000 Series Device is Not Starting

the_rock — Mon, 08 May 2023 13:04:14 GMT

True...good point.

Re: CP 5000 Series Device is Not Starting

G_W_Albrecht — Mon, 08 May 2023 13:16:35 GMT

2016 😉

Re: CP 5000 Series Device is Not Starting

ikafka — Tue, 09 May 2023 06:21:11 GMT

I did physical check but, the result was changed. as @G_W_Albrecht said I will contact TAC.

Re: CP 5000 Series Device is Not Starting

ikafka — Tue, 09 May 2023 06:23:24 GMT

Yes we have still support. So I only checked the power cable.

Re: CP 5000 Series Device is Not Starting

AkosBakos — Tue, 09 May 2023 07:16:45 GMT

Hi ikafa,

Before you open a ticket at TAC, I suggest you create a Hardware Diagnostic Tool output.

Here is the manual: https://support.checkpoint.com/results/sk/sk97251

This will be the first input that the support asks for. And you will have a clean picture of the hardware.

Akos

Re: CP 5000 Series Device is Not Starting

ikafka — Tue, 09 May 2023 07:42:04 GMT

hi @AkosBakos

It is not responding to the device in any way. It writes something on the console when it first device start, but then firewall stops (the firewall only working electrically ). It does not receive any input. Firewall does not enter the boot menu. So I cannot check with diagnostic tool.

Re: CP 5000 Series Device is Not Starting

AkosBakos — Tue, 09 May 2023 07:43:36 GMT

Hi,

Have you created the pendrive with isomorphic tool?

Akos

Re: CP 5000 Series Device is Not Starting

the_rock — Tue, 09 May 2023 18:41:11 GMT

Did you request RMA with TAC support?

Andy

Re: CP 5000 Series Device is Not Starting

ikafka — Wed, 10 May 2023 06:24:19 GMT

Yes @the_rock we has been contacted with TAC. Process was initiated.

Re: CP 5000 Series Device is Not Starting

the_rock — Wed, 10 May 2023 10:40:33 GMT

Good stuff.