Check Point Support Center is a very dynamic site. We provide new content on a daily basis. To help you stay up-to-date we recommend registering to our weekly notifications E-mail that can be tailored to your needs. This E-mail can include updates from SecureKnowledge, software downloads and product documentation according to your product and version preferences.
To register go to UserCenter -> ASSETS / INFO -> My Subscriptions.
The free-text Search box is recommended for finding SecureKnowledge articles. To find specific software downloads, or documentation we recommend the 'Browse' option. The Search box retrieves information from all our data sources: knowledge base, software, documentation and discussion forums. We know that with such a massive collection of information, a simple free-text search is often not enough. That is why it is important to become familiar with our more advanced search techniques.
Search is case insensitive. A search for 'R71 Release Notes' is the same as 'r71 release notes'.
Be Specific. We recommend searching with two or more keywords. One-keyword searches usually return many results that you need to filter. More specific searches yield better results.
Synonyms. We employ automatic synonyms on common words to improve your search. Example: A search for 'HFA 70' will also return results for 'HFA70' and 'HFA_70'
Exact Search. Use double quotes to find exact terms in exact word ordering. Example: "secureplatform upgrade"
As you type, we will offer search strings that may be relevant for you. Why is it helpful?
It is faster then typing several words
You cannot make a mistake. The suggestions you will get are based on what other customers were searching for. We also make sure these searches actually get results so that you do not search for nothing.
We ignore words that are commonly used, like 'not', 'in', 'are', 'the', etc., unless these words are included in an exact phrase (using double quotes). It is better to keep it simple and not to use them. For example, the phrase "Endpoint Security 64 bit" will yield better results than "can I configure endpoint security on a 64 bit server".
Find by ID
If you know the ID number of the article or the file that you want, but not its name, enter the full ID number of the article or the file. Examples:
To find article sk67820, enter sk67820 in the search box.
To find software file with ID 11611, enter 11611 in the search box (and go to 'Downloads' tab).
Unsupported Products or Versions
By default, we show results only for supported products and versions. To find older content, on unsupported products or versions:
Click on the 'Filter: Click to refine your results' line on the relevant tab
Check the box 'Include unsupported products and versions'
The search results are divided into tabs according to the data type (SecureKnowledge, Downloads, Documentation, Forums). Each tab shows the number of results it has for the search. In addition, a link to the relevant Product Page is displayed. Example:
SecureKnowledge is Check Point's up-to-date, self-service knowledge base. It contains thousands of technical documents and tools covering everything from planning installation and upgrades, to understanding error messages and fixing specific known issues. Technical solutions, how-to's, and troubleshooting documents written by Check Point engineers and technical staff are added daily to the SecureKnowledge database.
Most articles in the SecureKnowledge Knowledge Base belong to one of the following 8 categories:
Home Page per Release: For each new Check Point release, there is an article that describes What's New, provides links to relevant Forums, links to the release downloads and links to the release documentation.
Known Limitations per Release: For each new Check Point release, there is an article that lists and summarizes the known limitations for that release. Some limitations are product-limitations, for which no fix is currently planned. The other issues will probably be resolved in upcoming releases. Most issues are labeled with an issue ID that can be used by customers in their correspondence with Check Point.
Resolved Issues per Release: For each new Check Point release, there is an article that lists and summarizes the resolved issues for that release. Most issues are labeled with an issue ID that can be used by customers in their correspondence with Check Point.
Feature/Process Description: When a new or complex feature/process is introduced, Check Point may deem it necessary to provide a brief, yet in-depth, discussion of the aims and limitations of that feature/process.
How To: These articles provide step by step instructions on how to perform somewhat complex/lengthy procedures, such as how to configure site to site VPN, or how to troubleshoot VPN.
Specific Issue Resolution: When Check Point encounters an issue, its symptoms, cause and resolution are documented to assist customers and Check Point Support personnel in solving problems, as quickly as possible. A complex problem will probably require using several such articles to solve it.
Aggregate (Troubleshooting): Check Point provides aggregate articles that provide a comprehensive approach to troubleshooting an issue, e.g. VPN. For example, if the scenario deals with site to site VPN, refer to sk1, sk2 and sk3. If the scenario deals with remote access VPN, refer to sk4, sk5 and sk6.
Security Alert: When a new security threat is disclosed, Check Point releases an article that analyzes the new threat's relevance and danger to Check Point products, and if a risk may be posed, what Check Point is doing/has done to nullify the threat.
You can have a Software Subscription without an active Support contract. The Software Subscription includes only General access to SecureKnowledge. To obtain Advanced or Expert access, you need to have an active Support contract. Contact your Check Point representative or certified partner for more information.
It is not possible to purchase only access to SecureKnowledge. Advanced or Expert access to SecureKnowledge is just one of the benefits of a Support contract, and cannot be "sold" by itself or as an add-on. By upgrading or purchasing support you get all the benefits of SecureKnowledge, as well as access to the Service Request Tool, phone support, Live Chat and other tools to resolve urgent issues. Advanced access is also an important benefit for:
There are two ways to search CheckMates: In Support Center (search results include CheckMates threads under a dedicated "CheckMates" tab) or by clicking the magnifying glass on the top right of any page on CheckMates.
There are a couple of ways to show appreciation for responses: Mark the response as helpful, mark the response as correct (if the original post was marked as a question), like the response, or give a badge. To give a badge to a top-level post, click on 'Actions' on the top-right and select 'Give a Badge'.
To give a badge based on an individual comment, click on 'Actions' in the lower left of the comment:
Software downloads are available to Check Point customers covered by Enterprise Software Subscription or Collaborative Enterprise Support Co-Standard and Co-Premium. Note that some downloads are available to everyone.
If you do not have a Software Subscription, please contact your Check Point representative or certified partner for more information.
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