topic Re: R80.10 SmartConsole hangs in Firewall and Security Management

R80.10 SmartConsole hangs

HristoGrigorov — Mon, 16 Apr 2018 18:06:13 GMT

Sorry to hijack this thread but just wanted to mention that SmartConsole isn't very stable here. From time to time it hangs like that:

The program SmartConsole.exe version 1.0.0.0 stopped interacting with Windows and was closed. To see if more information about the problem is available, check the problem history in the Security and Maintenance control panel.
Process ID: a04
Start Time: 01d3d2e729908720
Termination Time: 32
Application Path: C:\Program Files (x86)\CheckPoint\SmartConsole\R80.10\PROGRAM\SmartConsole.exe
Report Id: 64c7780f-5b6d-403b-9af6-19ec77a760df
Faulting package full name:
Faulting package-relative application ID:

And yesterday even built-in whois caused an exception:

Faulting application name: whois.exe, version: 0.0.0.0, time stamp: 0x3c3e3838
Faulting module name: KERNEL32.DLL, version: 10.0.16299.15, time stamp: 0x744765ce
Exception code: 0xc0000409
Fault offset: 0x00053da3
Faulting process id: 0x4f0
Faulting application start time: 0x01d3d222f4634412
Faulting application path: C:\Program Files (x86)\CheckPoint\SmartConsole\R80.10\PROGRAM\lvwhois\whois.exe
Faulting module path: C:\WINDOWS\System32\KERNEL32.DLL
Report Id: 7b64e229-9652-4216-8728-a48c101afe3a
Faulting package full name:
Faulting package-relative application ID:

One time SmartView crashed:

Application: SmartViewMonitor.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.AccessViolationException
at <Module>.WinMainCRTStartup()
at <Module>.SmartConsMain()

There is a GuiDBedit crash also:

Faulting application name: GuiDBedit.exe, version: 59.0.0.0, time stamp: 0x58e8157a
Faulting module name: GuiDBedit.exe, version: 59.0.0.0, time stamp: 0x58e8157a
Exception code: 0xc0000005
Fault offset: 0x0000b73b
Faulting process id: 0x6d8
Faulting application start time: 0x01d3d0fcf7dcc383
Faulting application path: C:\Program Files (x86)\CheckPoint\SmartConsole\R80.10\PROGRAM\GuiDBedit.exe
Faulting module path: C:\Program Files (x86)\CheckPoint\SmartConsole\R80.10\PROGRAM\GuiDBedit.exe
Report Id: a97aa928-df7f-47b3-b33d-99f057945d11
Faulting package full name:
Faulting package-relative application ID

And, believe me I ain't doing anything fancy.

Windows 10 x64, latest updates.

Re: R80.10 SmartConsole hangs

Tomer_Sole — Mon, 16 Apr 2018 18:11:16 GMT

Hi, I branched out your complaint since the original thread was about R77.30 and R80.10 is entirely different UI and backend.

For this kind of problems I strongly suggest that you open a Check Point Support ticket so that Check Point Support will be able to investigate this fully and provide a maintrain fix for the benefit of all of our users.

Re: R80.10 SmartConsole hangs

HristoGrigorov — Mon, 16 Apr 2018 18:29:23 GMT

I will do that. Just want to have the time to confirm it mostly happens when blocking operation makes GIU non-responsive thus causing Windows internal process monitor to report it as hanged process. At least it looks like that to me.

Re: R80.10 SmartConsole hangs

HristoGrigorov — Tue, 24 Apr 2018 07:49:23 GMT

Hi,

I can reproduce this crash every time now by trying to Install Policy and select View Changes from there. I don't know but it might be connected to the change I just did. I am going to open SR and wait for 2 hours to contact me. Then I need to install policy and it may not happen again. If you want to investigate it on site be quick

Re: R80.10 SmartConsole hangs

G_W_Albrecht — Tue, 24 Apr 2018 10:44:00 GMT

Are you using R80.10 SmartConsole Build 029 ?

Re: R80.10 SmartConsole hangs

HristoGrigorov — Tue, 24 Apr 2018 10:51:33 GMT

Yes, it is build 029. I've opened SR and together with TAC we tried to investigate it. But once we installed the policy we could no longer reproduce this issue. So, we decided to close the SR and re-open it if it happens again.

Re: R80.10 SmartConsole hangs

G_W_Albrecht — Tue, 24 Apr 2018 11:07:01 GMT

That is a good way to cope with that 😉

Re: R80.10 SmartConsole hangs

HristoGrigorov — Tue, 24 Apr 2018 11:52:22 GMT

Well, I would dive into the stack trace and do code review in an attempt to discover what went wrong but this is just me and I guess this is a minor issue not worth to forward to developers for further investigation.

Re: R80.10 SmartConsole hangs

Tomer_Sole — Tue, 24 Apr 2018 14:16:57 GMT

send me the SR....

Re: R80.10 SmartConsole hangs

HristoGrigorov — Tue, 24 Apr 2018 14:45:55 GMT

SR 3-0117941101

Re: R80.10 SmartConsole hangs

HristoGrigorov — Wed, 02 May 2018 16:59:31 GMT

Any findings on this ? It is doing it again at the moment. Notice in the top right corner summary about changes is missing. When ti does that a crash will occur for sure.

Re: R80.10 SmartConsole hangs

Tomer_Sole — Wed, 02 May 2018 18:45:41 GMT

From some reason I can't find that case.. either you have a typo or my account can't access this. Can you send me a private message with more details from the case, some other texts that I can paste to find?

Re: R80.10 SmartConsole hangs

HristoGrigorov — Wed, 02 May 2018 18:56:11 GMT

I tried to send you private message but it is telling me I can only send to friends or smthg like that. May be I am doing something wrong. Can you try to message me ?

Re: R80.10 SmartConsole hangs

PhoneBoy — Wed, 02 May 2018 19:48:19 GMT

Correct, PMs are only allowed to someone if they are following you.

I have provided Tomer Sole‌ your email address also so he can continue an offline conversation with you.

Re: R80.10 SmartConsole hangs

Arun_Malipatil1 — Mon, 22 Oct 2018 09:39:03 GMT

Did the issue resolve? I am facing the same issue.

Re: R80.10 SmartConsole hangs

HristoGrigorov — Tue, 23 Oct 2018 05:40:28 GMT

If I recall correctly it happened to me last week with the latest SC build. So probably not fixed yet.

But live it. SC crashes on many occasions. For example if connection to management server is suddenly lost...

Re: R80.10 SmartConsole hangs

Tomer_Sole — Tue, 23 Oct 2018 06:02:21 GMT

Hi, we did not get the files from you, therefore were not able to handle the case.

I want to explain our stance with GUI crashes in R80 and above:

1. Any customer who chose to share anonymous data with Check Point, in case SmartConsole crashes, the crash report gets automatically sent to Check Point servers. From there, an automatic system checks whether the bug scenario has been reproduced and fixed before for that particular version jumbo hotfix. If it wasn't, R&D analyze the problem, fix it, and publish it for the next available Jumbo Hotfix, as well as port it for the other Check Point releases.

2. It is always preferred to interact with Check Point Support if you want to have the problem fixed. Support cases are opened at Support, Support Requests, Training, Documentation, and Knowledge base for Check Point products and services. This is our best way of tracking progress with software bugs.

3. We will fix any SmartConsole crash (of a supported version) if we get the task for it through Check Point Support or with the automatic crash reporter cloud service.

Re: R80.10 SmartConsole hangs

Tomer_Sole — Tue, 23 Oct 2018 06:10:40 GMT

An update: we received a similar crash report with that reproduction scenario from other customers, and will issue a fix for that view in the next R80.10 Jumbo Hotfix. It was also fixed for R80.20 and R80.20.M1 previously. I am not sure if that is 100% the same scenario as yours though, so it will not hurt if you can attach the files.

Re: R80.10 SmartConsole hangs

HristoGrigorov — Tue, 23 Oct 2018 06:47:50 GMT

Yeah, I remember files were no longer on the management server or something like that. Either way I do not blame CheckPoint for anything. I opted not to open SR for this type of crash anymore relaying on the mechanism of sending automatic crash reports (1). Which I did.

At the moment it is very easy to reproduce it. Just have no changes made to the policy. Open policy install dialog and click "View Changes" link. Enjoy the crash. I am sure this is some kind of GUI event handling problem that is probably already fixed in the next R80.10 Jumbo Hotfix. Not a big issue.

The crash when connection to SMS is suddenly lost happened today and there was no dialog to ask me to send diag data. App just closed. I will try to reproduce it later today.

Re: R80.10 SmartConsole hangs

G_W_Albrecht — Wed, 24 Oct 2018 08:49:38 GMT

You are using newest Check_Point_SmartConsole_R80_10_jumbo_HF_B073_Win ?