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Security Gateway or Management Server is stuck - user is unable to run any command Technical Level
Symptoms
  • Security Gateway or Management Server is stuck - user is unable to run any command.

  • Basic Check Point commands are stuck:

    fw stat
    cphaprob stat
    fw ctl affinity
  • Cannot connect to Security Gateway or Management Server over SSH.

  • "SIC Status for <Gateway_name> : Unknown" error in SmartConsole > Security Gateway / Cluster object > Properties.

    Policy installation on this Security Gateway / Cluster fails.

  • The last line of the file /opt/AutoUpdater/AutoUpdater.log contains the string "Ending PackageInstaller" and the string "exception" exists in the same file.

Cause

The AutoUpdater process has a slow memory leak, causing the process to exceed the memory allocation.

In certain instances, the process does not release a file lock on the registry file ($CPDIR/registry/HKLM_registry.data). This causes a deadlock in this process and other processes attempting to access the registry.


Solution

This problem was fixed. The fix is included in:

If you choose not to upgrade to this version, for a workaround run the command:

#kill -9 <PID of AutoUpdater>

This automatic workaround was released on May 5, 2021 and a full fix will be automatically released during the coming weeks.

To check if you already have the fix, run:

cpinfo -y all 2>/dev/null | grep BUNDLE_INFRA_AUTOUPDATE | awk -F: '{print $2}'

  • If the output shows the number 41, the workaround is installed and there is no risk for a problem at least until end of July 2021.
  • If the output shows a number greater than 41, the fix is installed.
This solution has been verified for the specific scenario, described by the combination of Product, Version and Symptoms. It may not work in other scenarios.
Applies To:
  • PMTR-69241 , PRJ-25905 , PRJ-25906 , PRJ-25907 , PRJ-25908 , PRJ-25909

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