New Support Portal

[PhoneBoy]

After a soft-launch back in February 2023, we have formally launched a new support portal!

This means https://supportcenter.checkpoint.com (and most links to there) should now redirect to https://support.checkpoint.com

It has a completely redesigned interface (mobile-friendly, even!) and should have significantly improved performance.

Some features are currently missing from the new portal:

• Subscription to SKs is expected to be added later this year.
• RSS support is not planned, but is currently available through the following URL: https://supportcenter.us.checkpoint.com/supportcenter/secureKnowledgeRss
• The old portal is available at: https://supportcenter.us.checkpoint.com/supportcenter/portal

Feedback is welcome!

Click here to send feedback for Check Point Support Center

[PhoneBoy]

I would open a TAC case on the IP not being included in the Check Point Services object: https://help.checkpoint.com

[David_C1]

I have submitted a ticket, SR 6-0003619159 if anyone wants to monitor.

Dave

[Tony_Graham]

I cannot even log in to access support this morning.

504 ERROR

The request could not be satisfied.

---

CloudFront attempted to establish a connection with the origin, but either the attempt failed or the origin closed the connection. We can't connect to the server for this app or website at this time. There might be too much traffic or a configuration error. Try again later, or contact the app or website owner.
If you provide content to customers through CloudFront, you can find steps to troubleshoot and help prevent this error by reviewing the CloudFront documentation.

---

Generated by cloudfront (CloudFront)
Request ID: ky6eSUKuz9OQs8HD14Dm16JbI0LK6ffIn8b7I2UeyHo5jcnmzjjHjA==

[the_rock]

Its a hot mess, to put it lightly. I had same issue as you on my personal desktop, then refreshed, worked fine when I logged in again. Then I try my work laptop, had to log in 5 times (5 times...I mean, what in the world??!!), but when I tested my personal macbook, worked right away.

I wont even try to understand this logically any longer, cause as far as Im concerned, there is no logic to any of this.

All I can say is I hope it gets fixed soon.

[David_C1]

TAC case has been open for 10 days, so far I've been asked to provide URLs, tech was not able to replicate (since their searches were not going to AWS Ireland, and I suggested to replicate they block Ireland). It's now been sent "internally".

So, still a problem, TAC spinning their wheels for something that I think should be an easy fix.

Dave

[the_rock]

Ok, give me the steps needed and I will replicate it for you, no point wasting time. I have a perfect lab with https inspection and windows 10 behind it, so should be able to replicate it quick.

@David_C1 , if you can list what needs to be added, along with required rules, I can get on it fairly soon.

Just maybe attach word doc or list the steps here, either way works.

Cheers mate.

Andy

[David_C1]

Here's an example policy. Pretty straightforward. Allow "Check Point Services" in a rule, put a rule below it that blocks every geo-location. If I'm doing anything in checkpoint.com, support.checkpoint.com, etc., it should never hit the geo-location block rule.

[the_rock]

K, here is what I will do. After I go get lunch (BIG MAC...bad idea LOL), I will create new policy in my lab, clone what you got and see what happens.

Will keep you posted.

Cheers,

Andy

[the_rock]

@David_C1 

Ok, I decided to make pasta, easier lol. Anyway, replicated and no issues here, works just fine. See screenshots below. Happy to do remote if you need to do more testing.

Let me know.

Andy

 

 

 

[David_C1]

Thanks Andy,

I can get to support.checkpoint.com, it's when I try to search for anything that it fails. Also if I go to https://support.checkpoint.com/product-alerts, nothing displays.

Could you verify these?

Dave

[David_C1]

This is what eventually displays when I go to https://support.checkpoint.com/product-alerts:

Interesting URL, no?

Dave

[Tony_Graham]

Try getting rid of the colon.

[David_C1]

The colon was not part of the actual URL, just added to posting as in ": here's what I get when I go to the URL"

[Tony_Graham]

Just adding to the conversation, but the URL without the colon worked for me.

We have geo-policy in effect as well with some exceptions. I find that unblocking

Ireland often solves a lot of issues.

[the_rock]

I know, Ireland is great! ; - )

[the_rock]

Happy to do remote and see if we can fix this. To me, makes NO sense why this would not work for you..

Andy

[David_C1]

Thanks but not necessary. I just got off the phone with TAC and they were able to replicate. We will see where this goes.

Dave

[the_rock]

Sounds good. If you need anything else, happy to test in the lab.

Cheers,

Andy

[Tony_Graham]

Progress!

[David_C1]

So after a month or so of updates from TAC consisting of "Development is still working on this issue internally. I will continue to keep you updated on the status" the resolution from TAC was the following:

"With the recent changes in the supportcenter.checkpoint.com site we have transitioned to utilizing the platform-eu.cloud.coveo.com domain. It is important to note that platform-eu.cloud.coveo.com is not governed by Check Point. Therefore, we are unable to add it to the 'Check Point Services' updatable object, as doing so could potentially compromise security.

To resolve this issue, we recommend creating a domain object specifically for platform-eu.cloud.coveo.com. By adding this domain object to the Check Point services rule, you will allow the necessary traffic."

So I get to expose my environment to all of platform-eu.cloud.coveo.com if I want to be able to use the new support site. Not exactly the answer I was looking for.

Dave

[the_rock]

That does not sound like a good workaround either...to me, saying we dont want to add it to Check Point services, as it would compromise security, but then asking a customer to allow it, thats not fair. 

[David_C1]

No it does not.

Dave

[PhoneBoy]

We are using Coveo for the new support site, so this is expected.
@Micky_Michaeli clearly the Check Point Services object is NOT up to date.

[the_rock]

No problem mate. Since I like to do things right the first time, I tested the link, I even counted EXACTLY 100 clicks inside support site and everything worked just fine (searched, trying to open new case, set up demo lab, assign myself to a new account, generate license...)

Andy

[David_C1]

I received an update on my case late yesterday:

"Development is working on updating the Check Point Services updatable object to resolve the issue. We expect the fix to be available by next week. "

Dave

[PhoneBoy]

You can access the old portal with: https://supportcenter.us.checkpoint.com/supportcenter/portal 

[the_rock]

Omg...the favorites are back! @PhoneBoy ...I dont care what anyone says...you are, as Tina Turner would say...SIMPLY THE BEST! 🙌🙌🙌

[Mikael]

Where did you find the favorites?

[the_rock]

@Mikael 

 

[Mikael]

The last week or so I have had to login (more than usual, shorter session timeouts?) and every time I have to login twice.

I get the login-page, login, the page reloads the login-page, I login and the second time I get the 2FA-prompt... Once done I get access to the page. Really frustrating... I have tried multiple browsers, cleared all cached files and cookies but still behaves the same. 

Am I the only one with this issue?