Can't login to Smart Console version R81.20

[nstojanovic]

Hi all,

My SmartConsole is crashing once I try to login with the error message (attached): SmartConsole has experienced a serious problem and needs to relaunch.

I am running R81.20 - 81.20.9700.660 on Windows 10.

I tried uninstalling and reinstalling the app which is failing as well.

Uninstall is giving me the error (attached). Install stays at 36% and never finishes.

Attached are the logs from the uninstall as well. Other colleagues can login to the console.

Please advise what steps I need to take in order to successfully login to the SmartConsole.

Thank you!

[PhoneBoy]

What's in this file?

C:\Program Files (x86)\CheckPoint\CPInstlog\uninstall_fwgui_R81.20.elg 

[nstojanovic]

File is attached as a txt file to the original post.

here is the output:

[09/12/2024 23:17:47.040]The SmartConsole Wrapper is running on 64bit OS
[09/12/2024 23:17:47.044]Check if Check Point SmartConsole R81.20 already installed
[09/12/2024 23:17:47.045]Check Point SmartConsole R81.20 already installed
[09/12/2024 23:17:48.837]checkOpenPrograms: Check if Check Point SmartConsole R81.20 clients are running
[09/12/2024 23:17:48.838]checkOpenPrograms: Searching PRODDIR registry value in: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\CheckPoint\Management Clients\6.10.0\GA
[09/12/2024 23:17:48.841]checkOpenPrograms: Product dir found: c:\program files (x86)\checkpoint\smartconsole\r81.20\program
[09/12/2024 23:17:48.842]checkOpenPrograms: Removing program folder
[09/12/2024 23:17:48.843]checkOpenPrograms: Product dir: c:\program files (x86)\checkpoint\smartconsole\r81.20
[09/12/2024 23:17:48.858]checkOpenPrograms: Validating "smartconsole" process. Location: c:\program files (x86)\checkpoint\smartconsole\r81.20\81.20.9700.660\smartconsole.exe
[09/12/2024 23:17:48.859]checkOpenPrograms: Found a running client: smartconsole. Please close it before running preforming uninstall.
[09/12/2024 23:18:31.939]checkOpenPrograms: Check if Check Point SmartConsole R81.20 clients are running
[09/12/2024 23:18:31.940]checkOpenPrograms: Searching PRODDIR registry value in: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\CheckPoint\Management Clients\6.10.0\GA
[09/12/2024 23:18:31.941]checkOpenPrograms: Product dir found: c:\program files (x86)\checkpoint\smartconsole\r81.20\program
[09/12/2024 23:18:31.942]checkOpenPrograms: Removing program folder
[09/12/2024 23:18:31.942]checkOpenPrograms: Product dir: c:\program files (x86)\checkpoint\smartconsole\r81.20
[09/12/2024 23:18:31.948]Starts uninstallation process
[09/12/2024 23:18:31.950]Copying uninstallation files to temp
[09/12/2024 23:18:32.022]Finish Copying uninstallation files to temp
[09/12/2024 23:18:32.023]Running uninstallation from temp location: C:\Program Files (x86)\Installshield Installation Information\{f5424fd1-f234-4cfc-8a1b-d12b10bd4712}\temp
[09/12/2024 23:18:35.566]Deleting uninstallation temp folder
[09/12/2024 23:18:37.114]Finish Deleting uninstallation temp files
[09/12/2024 23:18:37.114]Failure occured during Check Point SmartConsole R81.20 uninstallation
[09/12/2024 23:18:37.115]You can find more information about the uninstallation in this log: C:\Program Files (x86)\CheckPoint\CPInstlog\uninstall_fwgui_R81.20.elg
[09/12/2024 23:18:37.116]Deleting uninstallation temp folder
[09/12/2024 23:18:37.117]Finish Deleting uninstallation temp files
[09/12/2024 23:18:40.711]Uninstallation Failed.
[09/12/2024 23:18:40.712]uninstallation EXIT
[09/12/2024 23:19:01.772]The SmartConsole Wrapper is running on 64bit OS
[09/12/2024 23:19:01.777]Check if Check Point SmartConsole R81.20 already installed
[09/12/2024 23:19:01.778]Check Point SmartConsole R81.20 already installed
[09/12/2024 23:19:03.427]checkOpenPrograms: Check if Check Point SmartConsole R81.20 clients are running
[09/12/2024 23:19:03.428]checkOpenPrograms: Searching PRODDIR registry value in: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\CheckPoint\Management Clients\6.10.0\GA
[09/12/2024 23:19:03.429]checkOpenPrograms: Product dir found: c:\program files (x86)\checkpoint\smartconsole\r81.20\program
[09/12/2024 23:19:03.431]checkOpenPrograms: Removing program folder
[09/12/2024 23:19:03.431]checkOpenPrograms: Product dir: c:\program files (x86)\checkpoint\smartconsole\r81.20
[09/12/2024 23:19:03.443]Starts uninstallation process
[09/12/2024 23:19:03.444]Copying uninstallation files to temp
[09/12/2024 23:19:03.503]Finish Copying uninstallation files to temp
[09/12/2024 23:19:03.504]Running uninstallation from temp location: C:\Program Files (x86)\Installshield Installation Information\{f5424fd1-f234-4cfc-8a1b-d12b10bd4712}\temp
[09/12/2024 23:19:05.962]Deleting uninstallation temp folder
[09/12/2024 23:19:05.968]Finish Deleting uninstallation temp files
[09/12/2024 23:19:05.969]Failure occured during Check Point SmartConsole R81.20 uninstallation
[09/12/2024 23:19:05.971]You can find more information about the uninstallation in this log: C:\Program Files (x86)\CheckPoint\CPInstlog\uninstall_fwgui_R81.20.elg
[09/12/2024 23:19:05.972]Deleting uninstallation temp folder
[09/12/2024 23:19:05.974]Finish Deleting uninstallation temp files
[09/12/2024 23:19:07.674]Uninstallation Failed.
[09/12/2024 23:19:07.675]uninstallation EXIT
[10/12/2024 00:07:57.882]The SmartConsole Wrapper is running on 64bit OS
[10/12/2024 00:07:57.888]Check if Check Point SmartConsole R81.20 already installed
[10/12/2024 00:07:57.889]Check Point SmartConsole R81.20 already installed
[10/12/2024 00:07:59.458]checkOpenPrograms: Check if Check Point SmartConsole R81.20 clients are running
[10/12/2024 00:07:59.458]checkOpenPrograms: Searching PRODDIR registry value in: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\CheckPoint\Management Clients\6.10.0\GA
[10/12/2024 00:07:59.459]checkOpenPrograms: Product dir found: c:\program files (x86)\checkpoint\smartconsole\r81.20\program
[10/12/2024 00:07:59.460]checkOpenPrograms: Removing program folder
[10/12/2024 00:07:59.460]checkOpenPrograms: Product dir: c:\program files (x86)\checkpoint\smartconsole\r81.20
[10/12/2024 00:07:59.475]Starts uninstallation process
[10/12/2024 00:07:59.477]Copying uninstallation files to temp
[10/12/2024 00:07:59.546]Finish Copying uninstallation files to temp
[10/12/2024 00:07:59.547]Running uninstallation from temp location: C:\Program Files (x86)\Installshield Installation Information\{f5424fd1-f234-4cfc-8a1b-d12b10bd4712}\temp
[10/12/2024 00:08:01.603]Deleting uninstallation temp folder
[10/12/2024 00:08:01.612]Finish Deleting uninstallation temp files
[10/12/2024 00:08:01.613]Failure occured during Check Point SmartConsole R81.20 uninstallation
[10/12/2024 00:08:01.614]You can find more information about the uninstallation in this log: C:\Program Files (x86)\CheckPoint\CPInstlog\uninstall_fwgui_R81.20.elg
[10/12/2024 00:08:01.615]Deleting uninstallation temp folder
[10/12/2024 00:08:01.616]Finish Deleting uninstallation temp files
[10/12/2024 00:08:17.114]Uninstallation Failed.
[10/12/2024 00:08:17.115]uninstallation EXIT
[13/12/2024 12:04:37.261]The SmartConsole Wrapper is running on 64bit OS
[13/12/2024 12:04:37.323]Check if Check Point SmartConsole R81.20 already installed
[13/12/2024 12:04:37.385]Check Point SmartConsole R81.20 already installed
[13/12/2024 12:04:40.820]checkOpenPrograms: Check if Check Point SmartConsole R81.20 clients are running
[13/12/2024 12:04:40.822]checkOpenPrograms: Searching PRODDIR registry value in: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\CheckPoint\Management Clients\6.10.0\GA
[13/12/2024 12:04:40.823]checkOpenPrograms: Product dir found: c:\program files (x86)\checkpoint\smartconsole\r81.20\program
[13/12/2024 12:04:40.825]checkOpenPrograms: Removing program folder
[13/12/2024 12:04:40.827]checkOpenPrograms: Product dir: c:\program files (x86)\checkpoint\smartconsole\r81.20
[13/12/2024 12:04:40.872]checkOpenPrograms: Validating "smartconsole" process. Location: c:\program files (x86)\checkpoint\smartconsole\r81.20\81.20.9700.660\smartconsole.exe
[13/12/2024 12:04:40.874]checkOpenPrograms: Found a running client: smartconsole. Please close it before running preforming uninstall.
[13/12/2024 12:05:14.547]The SmartConsole Wrapper is running on 64bit OS
[13/12/2024 12:05:14.551]Check if Check Point SmartConsole R81.20 already installed
[13/12/2024 12:05:14.552]Check Point SmartConsole R81.20 already installed
[13/12/2024 12:05:15.933]checkOpenPrograms: Check if Check Point SmartConsole R81.20 clients are running
[13/12/2024 12:05:15.934]checkOpenPrograms: Searching PRODDIR registry value in: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\CheckPoint\Management Clients\6.10.0\GA
[13/12/2024 12:05:15.934]checkOpenPrograms: Product dir found: c:\program files (x86)\checkpoint\smartconsole\r81.20\program
[13/12/2024 12:05:15.935]checkOpenPrograms: Removing program folder
[13/12/2024 12:05:15.936]checkOpenPrograms: Product dir: c:\program files (x86)\checkpoint\smartconsole\r81.20
[13/12/2024 12:05:15.949]Starts uninstallation process
[13/12/2024 12:05:15.951]Copying uninstallation files to temp
[13/12/2024 12:05:16.030]Finish Copying uninstallation files to temp
[13/12/2024 12:05:16.031]Running uninstallation from temp location: C:\Program Files (x86)\Installshield Installation Information\{f5424fd1-f234-4cfc-8a1b-d12b10bd4712}\temp
[13/12/2024 12:05:19.397]Deleting uninstallation temp folder
[13/12/2024 12:05:21.247]Finish Deleting uninstallation temp files
[13/12/2024 12:05:21.248]Failure occured during Check Point SmartConsole R81.20 uninstallation
[13/12/2024 12:05:21.250]You can find more information about the uninstallation in this log: C:\Program Files (x86)\CheckPoint\CPInstlog\uninstall_fwgui_R81.20.elg
[13/12/2024 12:05:21.251]Deleting uninstallation temp folder
[13/12/2024 12:05:21.252]Finish Deleting uninstallation temp files
[13/12/2024 12:15:42.194]Uninstallation Failed.
[13/12/2024 12:15:42.195]uninstallation EXIT

[the_rock]

Its not sadly 100% clear why it fails, hence me mentioning cpclean.

Andy

[nstojanovic]

File is attached as txt in the original post.

[_Val_]

No, you did not attach that file: 

C:\Program Files (x86)\CheckPoint\CPInstlog\uninstall_fwgui_R81.20.elg 

[the_rock]

I remember someone had this issue while back and problem was related to something on windows called net framerowk or something like that, cant remember exact name now. Is definitely NOT issue with your mgmt server itself, since others can log in fine.

Andy

Cao : - )

[the_rock]

Also, see if answer I gave below helps. Not sure though it may be the issue here, but worth checking.

Andy

https://community.checkpoint.com/t5/Security-Gateways/Unable-to-access-CP3100-R81-20-saying-SmartCon...

[nstojanovic]

Attached the right file now. Files are similar. 

[the_rock]

Here is something that came to my mind, but I will let @Tal_Paz-Fridman @_Val_ and @PhoneBoy tell me if its okay to do this, since Im not sure and I dont want to break any rules. I know cpclean tool is totally unsupported, but, I do have it, though its almost 12 years old. If they are okay with me providing it, happy to send and you can give it a go.

I can NOT sadly guarantee it would work for you, but nothing to lose, I suppose.

Andy

[Tal_Paz-Fridman]

It might work but I cannot recommend this. The better route is to contact Support. This seems like something they can help with quickly and help with new installation.

[the_rock]

If you guys are okay with me sending it, I feel it might fix the issue, since it would get rid of anything Check Point related on that PC. I tried it in the lab this year as a matter of fact and worked like a charm.

Andy

[the_rock]

Just googled it and below part is IMPORTANT, so please make sure it is installed.

Andy

 

[the_rock]

@nstojanovic 

More OFFICIAL answer 🙂

Andy

 

[Tal_Paz-Fridman]

I would contact Check Point Support to help with manual uninstall and cleanup so that you can then install it again.

The procedure is very simple and similar to other Windows applications but I still suggest contacting Support.

You can refer to https://support.checkpoint.com/results/sk/sk176928 but it also points to Check Point Support..

[the_rock]

Hey @Tal_Paz-Fridman 

Would it make sense to check things I mentioned first or not rally?

Andy

[the_rock]

Hey mate,

Any luck with this?

Andy

[nstojanovic]

I tried removing and installing again Visual C++ and .Net Framework. Removed all registry items for Checkpoint and manually deleted folders. 

Still can't install the new version. I opened the ticket with support. We have a 3rd party I need to go through.

[the_rock]

I am still fairly confident cpclean would actually work in your case.

Andy

[nstojanovic]

Where can I download it? Thanks

[the_rock]

Im happy to send it to you, but just want to make sure its okay to do so.

@Tal_Paz-Fridman @_Val_ @PhoneBoy Can I send it to @nstojanovic ?

Andy

[PhoneBoy]

You can't send it @the_rock it's against the EULA to do so.
Also, not sure it's relevant here as cpclean is more geared towards Endpoint and not SmartConsole and friends.

[the_rock]

I learned something new today @PhoneBoy . I could never remember what EULA abbreviation meant, but now I know...who knew Google was so helpful haha 🤣🤣

Anyway, on a serious note, I see what you mean. But, I will say this...while back, I did use that tool for smart console issue and it fixed it, but again, this must have been close to 10 years ago.

@nstojanovic , at this point mate, I would check if TAC can help you further. You can ask them about the tool as well, does not hurt, I guess.

Andy

[_Val_]

Software download requires a valid subscription. Sharing software outside of the official channels is a violation of EULA. 

[the_rock]

Hey Val,

The only reason why I asked if I can send the tool was because I know its totally unsupported and probably no one uses it any more, but I understand the rules, so definitely will not do anything with it. Honestly, I just used it myself maybe 2 years ago, thats it.

Andy