topic Re: not able to access advanced level of SK in General Topics

not able to access advanced level of SK

vinaysingh85 — Tue, 04 Feb 2025 02:59:43 GMT

Hi Team,

As from few days, I not able to access advanced level of SK.

"Access denied

Sorry, you don't have permissions to access this page.
This SK is only available for customer with a valid software subscription account

You can go to the Home Page and browse other pages

what would be issues here ?

Re: not able to access advanced level of SK

PhoneBoy — Tue, 04 Feb 2025 03:32:59 GMT

It's exactly as the error message says: "This SK is only available for customer with a valid software subscription account"
More specifically, this means you need a support agreement directly with Check Point or as "Collaborative" support agreement through a Check Point partner.

We were not enforcing this policy for a while (going back a few years, even), but it appears it has been fixed.

Re: not able to access advanced level of SK

the_rock — Tue, 04 Feb 2025 03:57:36 GMT

Its exactly what @PhoneBoy mentioned, answer is in the message itself 🙂

You definitely need to have valid support agreement as he stated, through a partner/reseller.

Hope that helps.

Andy

Re: not able to access advanced level of SK

the_rock — Tue, 04 Feb 2025 03:59:32 GMT

Out of curiosity, what is the sk number? I just want to see if I can access it myself, though I would not be able to paste any content of it at all, sorry.

Andy

Re: not able to access advanced level of SK

HienTM — Wed, 26 Feb 2025 07:39:13 GMT

We have a valid support contract CPCES-CO-PREMIUM-ADD "Collaborative Enterprise Support - Premium Add-on for Products" till 2028, but just happened this afternoon we cannot access content with advanced level.

Just logged a ticket with support to clarify.

Re: not able to access advanced level of SK

Robert_H — Wed, 26 Feb 2025 07:52:02 GMT

We have the same problem since this morning. Yesterday, everything was working without any issues.

Re: not able to access advanced level of SK

D_W — Wed, 26 Feb 2025 08:10:36 GMT

Same issue here since this morning. Yesterday no issues.

Re: not able to access advanced level of SK

G_W_Albrecht — Wed, 26 Feb 2025 08:29:48 GMT

This is no valid software support contract - CPCES-CO-PREMIUM-ADD "Collaborative Enterprise Support - Premium Add-on for Products" is only for hardware, so the customer will get RMA for defective products covered. But this is not valid for Software - you can not open a SR# for technical issue apart from hardware problems, and, as we see, also have no access to SKs and are not entitled to software downloads. For that you would need a software subscription !

Re: not able to access advanced level of SK

D_W — Wed, 26 Feb 2025 08:57:42 GMT

Now I have access again on the SKs. Didn't have to relogin.

Re: not able to access advanced level of SK

HienTM — Wed, 26 Feb 2025 09:04:14 GMT

Thanks D_W for info. Just tried and saw my access also restored.

Re: not able to access advanced level of SK

HienTM — Wed, 26 Feb 2025 09:15:59 GMT

Dear G_W_Albrecht.

According to sk60001 we may need only a valid support contract to have access to Advance/Expert:

Advanced/Expert Access to SecureKnowledge without Support contract

It is not possible to purchase only access to SecureKnowledge. Advanced or Expert access to SecureKnowledge is just one of the benefits of a Support contract, and cannot be "sold" by itself or as an add-on. By upgrading or purchasing support you get all the benefits of SecureKnowledge, as well as access to the Service Request Tool, phone support, Live Chat and other tools to resolve urgent issues.

Anyway we got our access restored. We guess that was some housekeeping exercise from Checkpoint support.

Hien

Re: not able to access advanced level of SK

G_W_Albrecht — Wed, 26 Feb 2025 09:37:29 GMT

Glad to hear !

Re: not able to access advanced level of SK

the_rock — Wed, 26 Feb 2025 12:01:17 GMT

Yes, appears its good now.