topic Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update in Endpoint

Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

lucasax — Mon, 19 Jul 2021 18:47:24 GMT

Hi everyone!

So after I installed a window 10 update (Ver. 21H1 (Compilation SO 19043.1110) after rebooting the PC a message appeared that the Check Point Endpoint Security is lost.

When i unhided my windows adapters the one named "Check Point Virtual Network Adapter for Endpoint VPN Client" states :

Windows cannot initialize the device driver for this hardware. (Code 37)

The driver was not downloaded. Initialization call failed.

TracSrvWrapper.exe is stopped and cannot manually be initialized.

I collected the logs of the software for reference.

In the version of the Properties of the TracSrvWrapper.exe it says the number: 98.6.1014.4

I already tried uninstalling and installing the VPN using the .MSI given by my employer with no fix at all.

This is my current problem:

Hopefully you can give me an answer,

Thanks in advance,

Luke

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

PhoneBoy — Mon, 19 Jul 2021 20:05:18 GMT

Please make sure you are using the most recent version of the client.
Download the stand-alone client from here:
https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk173386&partition=Basic&product=Endpoint

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

RamGuy239 — Tue, 20 Jul 2021 09:20:05 GMT

The helpdesk.log file only contains:
"FILE DOES NOT EXIST"

So all we have from your logs to determine what version of the client you are running is the build string:
986101404

I have to admit I don't know what version this corresponds to but a fast google search points me towards E82.30.

You are running Windows 10 21H1 / 19043 / 2103 which is only supported by E85.00 and E85.10 of the current GA releases. I would recommend you to update your client to E85.10 first and see if the issue is solved.

https://supportcenter.checkpoint.com/supportcenter/portal/role/supportcenterUser/page/default.psml/media-type/html?action=portlets.DCFileAction&eventSubmit_doGetdcdetails=&fileid=115788

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

Kage — Tue, 20 Jul 2021 12:41:28 GMT

Hello!

I have got the same problem.
Yesterday I used the software with success, but today the same message appeared as the author of this post. However, I don't recall any windows update.
The Windows I am currently using is the Windows 10 Enterprise (Version 20H2 Compilation SO 19042.1110).
After trying to repair the program, I tried to reinstall using the .msi file provided by my employer.
Afterward, I tried the same but with the most recent version of the client (VPN E85.10; file version 98.63.3.105), however, I had the same output.

Hopefully, a way to fix this will be released.

Cheers,
Carlos Silva

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

Hash1 — Tue, 20 Jul 2021 13:48:23 GMT

I have an user in my org with the exact same problem, error 37, network interface not going up.
But he already installed E85.10 with no success whatsoever.

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

lucasax — Tue, 20 Jul 2021 18:42:22 GMT

That version was given to me in a MSI provided by my employer.

I had to use my last resort which was reinstalling windows 10 keeping my personal files (it's a new option on Windows 10 under maintenance on the panel control).

Hopefully the tech team can spot the bug.

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

Vamp — Tue, 20 Jul 2021 19:01:07 GMT

I have got the same problem.
Yesterday I used the software with success, but today the same message appeared as the author of this post. However, I don't recall any windows update.
The Windows I am currently using is the Windows 10 Pro (Version 20H2 Compilation SO 19042.1110).
After trying to repair the program, I tried to reinstall using the .msi file provided by my employer.

Hopefully, a way to fix this will be released.

Cheers,
Isaias Micael

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

the_rock — Tue, 20 Jul 2021 19:04:48 GMT

Not sure if this is related, but will throw it out there. I use same update as well and few days ago, I upgraded my vpn client from E85 to E85.10 and could not connect to any vpn site, which never happened before. I believe error had to do something with vpn adapter...after rebooting, same issue. I had to uninstall E85.10, reboot, reinstall and reboot and then it worked. For what its worth, if you had not done that, you might want to try it.

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

Vamp — Tue, 20 Jul 2021 19:05:23 GMT

the same problem is occurring with my version of Windows 10 Pro SO 19042.1110 20H2

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

PhoneBoy — Tue, 20 Jul 2021 22:35:20 GMT

Anyone having this issue on E85.x should open a TAC case.
If you are running a pre-E85 release, recommend upgrading first.
If you're an end user, please work with your IT staff on this.

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

AndreiR — Wed, 21 Jul 2021 13:31:14 GMT

Hi @lucasax ,

I'm managing development of VPN clients. I don't know if you have already contacted Check Point support but I will try to help you.

From the description I see that in your case Windows didn't load the driver for virtual network adapter. There could be various reasons for that, let's try to check them one-by-one. Please follow my instructions bellow:

1. Run Registry Editor and export following hives:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\vna_ap
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\TracSrvWrapper
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E972-E325-11CE-BFC1-08002BE10318}

Share exported reg files.

2. Run command line cmd.exe as administrator, go to VPN client installation folder C:\Program Files (x86)\CheckPoint\Endpoint Connect and run vna_utils.exe with following parameters and post its output here:
vna_utils.exe –ap vna ver

3. Show me how system sees the VPN driver and service. In the cmd.exe run the following commands:
sc query vna_ap
sc query TracSrvWrapper

3. Compile the list of installed applications. In the cmd.exe run the following command:
wmic product get name, version > list_of_apps.txt

Feel free to send the list through private messages if for any reason you don't want to share it here.

4. Attach log file from windows drivers (if exists):
C:\windows\inf\setupapi.dev.log

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

Hash1 — Mon, 26 Jul 2021 10:33:14 GMT

Hello Andrei, I collected all these info from the user experiencing the same exact problem as Lucas. Even the build version of Windows is the same.

I'm also attaching the regular VPN Endpoint Logs in it.

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

AndreiR — Wed, 21 Jul 2021 16:09:46 GMT

Thank you, @Hash1 . Your information will help.

@lucasax , please share info from your computer as well. I expect it will have the same state but I have to be sure.

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

lucasax — Wed, 21 Jul 2021 17:53:43 GMT

Here i attach my computer specs from dxdiag.

I already fixed the VPN not initializing by reinstalling windows 10 and keeping my personal files.

I hope it doesn't happen anymore, but to be sure i will not update windows anymore.

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

the_rock — Wed, 21 Jul 2021 18:22:06 GMT

Ouch, thats tough way to fix it. I had similar problem, but I was lucky to fix it by simply removing current endpoint install and re-installing, so just needed 2 reboots.

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

AndreiR — Thu, 22 Jul 2021 11:36:19 GMT

It's a pity that we can't examine your computer at the state of the issue. We will continue investigating available data from other users. Hope that will help us to understand root cause and fix it.

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

AndreiR — Thu, 22 Jul 2021 11:37:19 GMT

Hi @Hash1 ,

Do you have more users with the same symptoms? I'd like to compare logs from several endpoints.

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

Kage — Thu, 22 Jul 2021 11:45:04 GMT

As a user with the same issue, I provide in the attachment all the requested info I could gather.
Hopefully, it will help.

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

Hash1 — Thu, 22 Jul 2021 11:49:40 GMT

We do have 2 other users with problems that might be this one. I'll try to locate them and check if I'm able to get these logs as well.

Re: Connectivity with the Check Point Endpoint Security service is lost after new windows 10 update

AndreiR — Thu, 22 Jul 2021 13:26:20 GMT

Thank you, @Kage ! I see the same error as @Hash1 has.

Please collect logs from VPN client. Use both approaches:

1. Invoke collection of logs from VPN client

2. Run collect.bat script from VPN installation folder. Usually it is C:\Program Files (x86)\Check Point\Endpoint Connect