topic Re: SmartConsole R81.10 has stopped working error in Firewall and Security Management

SmartConsole R81.10 has stopped working error

Andrew-OCD — Fri, 31 Mar 2023 10:43:12 GMT

Dear Check Mates,

Since upgrading to R81.10 with SmartConsole releases above 400 we have been experiencing regular problems starting the SmartConsole and receive the windows error shown in the screenshot.

I decided to raise this post as I couldn't find anything in the SK repository or on Check Mates.

The problem is that this can't be consistently replicated it is an intermittent problem.

I am sure this problem is more related to the underlying Windows environment rather than the Management Server as this problem happens no matter which Management server we connect to there is no rhyme nor reason to when it happens.

Immediately after the failure if I try again sometimes it will work perfectly and sometimes I have to restart multiple times.

Any suggestions on how to gather more data for diagnosing the root cause of the problem would be appreciated.

Does anybody else have this same problem?

Thanks for your support

Andrew

Re: SmartConsole R81.10 has stopped working error

Andrew-OCD — Fri, 31 Mar 2023 10:45:27 GMT

Some additional background info on the underlying Windows environment.

Windows Server 2016 Datacenter

32 GB RAM

64-bit OS

Re: SmartConsole R81.10 has stopped working error

_Val_ — Fri, 31 Mar 2023 10:51:29 GMT

Please open a TAC case: https://help.checkpoint.com

Re: SmartConsole R81.10 has stopped working error

Andrew-OCD — Fri, 31 Mar 2023 11:27:05 GMT

Service Request opened. Will provide updates here if there any useful info to share with others.

Re: SmartConsole R81.10 has stopped working error

Chris_Atkinson — Sat, 01 Apr 2023 01:14:29 GMT

Do you get an crash reports generated (sk97988)?

Re: SmartConsole R81.10 has stopped working error

the_rock — Sat, 01 Apr 2023 01:24:12 GMT

When you say issue happens no matter which management server you connect to, are we talking MDS here (aka Provider-1)? Either way, did you try debug option in smart console from manage & settings tab?

Andy

Re: SmartConsole R81.10 has stopped working error

Tal_Paz-Fridman — Sat, 01 Apr 2023 17:16:50 GMT

Couple of suggestions to narrow the cause of the issue:

1) Try running SmartConsole from another PC (Desktop)

2) Try working with a Portable SmartConsole from the original PC (Desktop) to see if it still happens:

https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk116158

Re: SmartConsole R81.10 has stopped working error

Support_Team_Pi — Wed, 02 Aug 2023 12:18:55 GMT

Did any solution come up from the TAC?

I have the same issue. SmartConsole silently (!) stopping. No crashes. Sometimes need to try 3 or 4 times creating a connection to the SMS. Usually the 3rd or 4th time it says I'm already logged in (take over this session). Very annoying.

Re: SmartConsole R81.10 has stopped working error

the_rock — Wed, 02 Aug 2023 15:52:45 GMT

Does it happen on a different PC? Reboot helps or not?

Re: SmartConsole R81.10 has stopped working error

Tal_Paz-Fridman — Fri, 04 Aug 2023 14:30:37 GMT

Normally if you encounter such disconnections that are not related to a specific action or object, it could just be a networking issue where there is a problem with stable connectivity between SmartConsole and the Security Management Server.

Re: SmartConsole R81.10 has stopped working error

the_rock — Fri, 04 Aug 2023 17:18:03 GMT

Good suggestions @Tal_Paz-Fridman