SecurePlatform Troubleshooting GuideSecurePlatform/ SecurePlatform-Pro Troubleshooting GuideTable of ContentsSecurePlatform/SecurePlatform-Pro Product Troubleshooting 2SecurePlatform/SecurePlatform-Pro Troubleshooting by Subject 2Open Server/Storage Controller Compatibility Question (Open Server and Device Selection) 2Installation Failure 2Machine Hangs During Boot 3NIC Compatibility Issues 4Interfaces Order 5SecurePlatform / SecurePlatform-Pro Product TroubleshootingIf you encounter a problem with your SecurePlatform product, perform one or more of the following actions:1. Use ALT-F1-F4 to view the additional virtual terminals. 2. Enable core creation (see sk14094 and sk30911). 3. Verify that you are using the latest SecurePlatform build. 4. Check whether or not the Splat installation problem is related to incompatible hardware (see sk26345). 5. If SecurePlatform freezes with no cores, see sk31511.6. Try switching from SMP kernel to Uni kernel.7. If the Secure Copy utility in SecurePlatform displays error: "Snapshot operation failed", see sk31026.SecurePlatform / SecurePlatform-Pro Troubleshooting by SubjectSpecific hardware troubleshooting subjects are addressed in the following sections:· Hardware Compatibility· Installation Failure· Machine Hangs During Boot· NIC Compatibility Issues· Interfaces OrderHardware CompatibilityIf you are unsure regarding server/storage controller compatibility, perform one or more of the following actions:· Verify that this server is supported in our Hardware Compatibility List.· Note that once you choose the machine you want to use, it is recommended that you use the same configuration that was tested and certified by CP. If, nonetheless, you want to add different devices, refer to the Machine Vendor site and verify that those devices are supported for your machine by the machine vendor.· Note that several servers are supported only from specific releases. In this case, please open a Service Request with Check Point Technical Support and ask for the latest Media Pack Release.Installation FailureIf the installation fails, perform one or more of the following actions:1. This issue can occur for two reasons: the machine is not supported or the Storage controller is not supported, therefore first verify that the server is supported in our Hardware Compatibility List.2. Note that several servers are supported only from specific releases, as indicated in the Hardware Compatibility List. If such a problem exists, open a Service Request with Check Point Technical Support and request the latest Media Pack Release.3. If the problem occurs with the correct build, try to install CentOS. Sometimes the raid is not configured correctly, check the volume of the Storage Controller in the BIOS (At least one volume should be configured)4. If the CentOS installs correctly on the machine. Please open a Service Request with Check Point Technical Support and provide us the following information:a. The server name (the hardware in use, such as Dell or HP).b. The version you want to use (such as R60/R61).c. The RAID type you use.d. A screenshot of the last stage where the installation failed.e. The problematic device details. To get the details of the problematic device, run the Hardware Compatibility Tool (HCT).Machine Hangs During BootIf the machine hangs during the boot process, perform one or more of the following actions:1. If the installation went fine, but after a reboot, the machine sometimes freezes after the start menu, check whether or not the server is supported in our Hardware Compatibility List.2. If the machine is an IBM machine running SecurePlatform NGX (R60 – R65) and it hung during boot, requiring a hard boot as a result, this is a known issue and there is a fix for it. See sk33142 and open a Service Request with Check Point Technical Support.3. If the machine is supported and it is not an IBM machine then you can try the following workaround: a. Update the BIOS of the Server to the newest version and change the settings in the BMC (Boot Management Console) from Linux to Other OS.b. If the problem persists, then try to boot the server in maintenance mode and to take the kernel messages so that you can include them when you open a Service Request with Check Point Technical Support.c. If the problem does not occur in maintenance mode, then it is a firewall issue. Open a Service Request with Check Point Technical Support, indicating all the steps you have taken.NIC Compatibility Issues If you encounter a problem related to NIC compatibility, for example, NIC is not recognized or NIC is recognized but there are connectivity problems, perform the following actions:1. If the NIC is recognized but there are connectivity problems, check if the problem occurs without the FireWall-1 (run cpstop). If the problem does not occur without the FireWall-1, then it is not a SecurePla。