topic Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site in SASE and Remote Access

CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

miroslav0994 — Tue, 25 Jan 2022 20:24:47 GMT

Hello,

I have an issue when trying to connect to a site, which happens only on my company notebook, but not on the private laptop. The client freezes for a couple of seconds and then shuts down when clicking on Connect or Connect to...

Sometimes the window for selecting site and certificate does appear (TrGUI.exe), but it only stays there for 5 seconds, then it closes automatically. Additionally, in these 5 seconds I observed that the list for selecting the certificate is empty, which can't be because I installed the corresponding certificate on my notebook and this certificate is also stored on the token I'm using to connect to the VPN.

CheckPoint version that I'm using: 84.30

I uninstalled and reinstalled the software many times, deleted almost everything from the registries that contained the key "CheckPoint" and restarted my notebook every time when I did this, but the problem still persists. I also tried with older or newer versions, still no success.

Could you help me please with this? I'm currently using my personal notebook for connecting to VPN, which is obviously not a viable solution.

Thank you.

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

Chris_Atkinson — Wed, 26 Jan 2022 00:57:44 GMT

Which version of Windows is used and is this an x86 machine or ARM?

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

the_rock — Wed, 26 Jan 2022 03:07:40 GMT

E86.20 is newest version and I had not seen any issues with it yet. I would certainly recommend it.

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

miroslav0994 — Wed, 26 Jan 2022 08:31:46 GMT

Windows 10 Enterprise

System Type: x64-based processor

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

miroslav0994 — Wed, 26 Jan 2022 08:33:51 GMT

I've installed the version you mentioned right now, but the problem persists.

Could this problem be related to my notebook's firewall policy?

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

Chris_Atkinson — Wed, 26 Jan 2022 09:11:36 GMT

Do have Kaspersky or other Endpoint security products installed on this system?

You may have to work with your support team and engage CP TAC to diagnose the cause further.

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

the_rock — Wed, 26 Jan 2022 12:20:10 GMT

I agree with @Chris_Atkinson ...this would need further investigation. If you have another endpoint product installed, it could be conflicting, so TAC assistance in diagnosing this more is not a bad idea.

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

miroslav0994 — Wed, 26 Jan 2022 12:54:58 GMT

Can I get TAC assistance even if I'm not your customer? We are working on a project for one of our customers and received the checkpoint software and the VPN tokens from them in order to connect to their systems remotely.

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

_Val_ — Wed, 26 Jan 2022 13:39:13 GMT

Ask your customer who send you the software to open a support case with TAC for you. You need a support account and corresponding contracts to do so.

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

DenisMolodtsov — Fri, 28 Apr 2023 17:11:02 GMT

Hi, just want to share that I am also facing a similar issue: the connection window is simply closing after a few seconds.

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

the_rock — Sat, 29 Apr 2023 00:26:46 GMT

Is it same issue regardless of the client version? Have you tried newest E87.20?

Andy

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

Chris_Atkinson — Sat, 29 Apr 2023 10:53:26 GMT

If the issue persists with the recommended release (E86.80) or newer please contact TAC to investigate further.

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

the_rock — Sat, 29 Apr 2023 12:55:15 GMT

I agree with @Chris_Atkinson , probably best to engage TAC if say neither recommended OR latest version work for you.

Andy

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

DenisMolodtsov — Sun, 30 Apr 2023 22:22:30 GMT

I worked with the IT of my Client who gave me the MSI installer. We were able to somehow make it work. Not sure exactly what did in the end. But overall, it's nice if VPN does not simply crash like that. Regardless of the version. 🙂

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

the_rock — Sun, 30 Apr 2023 22:24:58 GMT

Normally it would never crash like that. I installed it, I would say, not to exaggerate now, at least 100 times with no issues. Weird things happen sometimes...

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

DenisMolodtsov — Sun, 30 Apr 2023 22:27:56 GMT

I'm sure I must have done something wrong during the setup. But the problem was I had no idea what the issue was. Maybe some kind of a log file or an error message would be nice for troubleshooting purposes. The Client's IT was trying to help me, but hey also had no idea why it was happening. Spent a few hours trying to fix it.

Re: CheckPoint Endpoint Client freezes and crashes when trying to connect to a site

the_rock — Sun, 30 Apr 2023 22:31:33 GMT

Understood...logs are probably best thing that would help determine the cause.

Andy