TEX and R82

[Alex-]

Force 9100 R82 T44.

One of our customers has been using TEX with "Doc to PDF" for years.

Since they refreshed to 9100 series with R82, the feature has become somewhat erratic when the user chooses to download the original.

It can either work straight away, take a long time (like 15 minutes) then work, or get an "An unexpected error has occurred" after that time, or get the same error straight away.

We will open an SR but we wonder if the experience is shared or if this is a know issue.

[emmap]

Do they also have Threat Emulation? When you have TE as well the original file is only available after emulation is completed. Might be worth looking for logs for specific filenames when a user reports an issue to see if you can find useful things in there.

[Alex-]

Yes, the full TP package. It's just regular documents from the customer's business partners which worked OK until R81.20.

I've checked a few SK but nothing conclusive. We'll follow-up with TAC.

[Roslany · Accepted solution]

Most likely UserCheck performance issue.

Based on sk103522 - If you stop the UserCheck process and start it again - And then if the issue disappears (or is much less prominent), then it is a good indication that the issue is with UserCheck.

I would recommend to begin with https://support.checkpoint.com/results/sk/sk123716
TAC can check amount of redirections per site and recommend to tune based on results.
Need to save the cat PortalLog.log file and share with TAC.

Then you can also try to apply https://support.checkpoint.com/results/sk/sk85040

[Alex-]

Could be.

The TE/X settings were set to the maximum, so after a few reasonable tweaks, it seems stable.

Maybe some more demanding process in R82.

[the_rock]

I heard that all these features work better in R82.10, but have not tested it myself.