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Support Center

  • Check Point Support Center
    Check Point Support Center is our one-stop portal for all technical information about Check Point products. The portal includes:
    • SecureKnowledge - Online knowledge base for technical articles and solutions
    • Downloads - New releases, hotfixes, tools and utilities
    • Documentation - Release Notes, Administration Guides, User Guides, Installation Guides, and so forth
    • Forums - Online discussion boards
  • How to send us your feedback
    Your feedback is important to us! We use the feedback to improve the portal and everything it offers. There are two ways to send us feedback:
    1. Rating SecureKnowledge articles. The rating box appears on the top and bottom of the articles. Just click on the appropriate star.
    2. Sending us textual feedback. The feedback box is located on the bottom of the article. Type freely and click Submit.
  • Stay up to date

    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.

    This is an example of the notifications E-mail:

Find what you need

  • Free Text Search
    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 Tips

    1. Search is case insensitive. A search for 'R71 Release Notes' is the same as 'r71 release notes'.
    2. 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.
    3. 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'
    4. Exact Search. Use double quotes to find exact terms in exact word ordering.
      Example: "secureplatform upgrade"

    Auto-complete

    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.
    Example:

    Stop Words

    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:
    1. Click on the 'Filter: Click to refine your results' line on the relevant tab
    2. Check the box 'Include unsupported products and versions'
    3. Click on 'Refine' button

    Learn more about our Support Lifecycle Policy.
  • Browse (Support Center Product Pages)

    The "Browse" feature is best for Software downloads and documentation.

    Why Browse?

    • Find what you need with a few mouse clicks
    • Do not need to know the exact product or version names
    • See the latest version available

    What is Included?

    • Overview on the product
    • Most Popular, and Latest SecureKnowledge articles and Security Alerts
    • Filtering for Versions and Minor Versions

    How to Use?

    1. Hover the mouse over the related product family and select the relevant category and product:

    2. Click on the relevant tab (Downloads / Documentation / Forums):


    3. Filter according to Model, Version, and OS:

Search Results

  • Where to look?
    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:
  • Filtering Results

    The 'Filter' option is a great tool and very useful in narrowing down the search results.

    1. Simply click on the 'Filter: Click to refine your results' line on the relevant tab!


    2. Select the relevant filters, (if needed, check the box 'Include unsupported products and versions'), and click on 'Refine' button:

      • SecureKnowledge tab

      • Downloads tab

      • Documentation tab

    To remove a filter, click on that filter:

  • Sort by Relevance or Date
    By default, the search results are sorted by their keywords relevance.
    You can also sort them by date (latest on top):

SecureKnowledge

  • What is included in SecureKnowledge?
    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.
  • Who can access SecureKnowledge?
    There are three access levels in SecureKnowledge: General, Advanced and Expert:
    • General access to SecureKnowledge is available to everyone, without registration.
    Extended access to more advanced information is by your Support contract, certification, and or participation in specific Partner programs:
    • Advanced users see the information available to General users, plus the information in the Advanced level.
    • Expert users see the information available to General, Advanced and Expert users.
  • What level of access do I have?

    When you log into Support Center, your access level is displayed on the right. For example:

    • Guest Access (default):

    • General Access:

  • What about Software-Subscription only?
    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.
  • Advanced/Expert Access to SecureKnowledge without Support contract
    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:
  • I think I am entitled to Advanced Access, but I get General Access

    Contact Check Point contact Check Point Account Services with all your Access or Account issues:

Forums

  • What are Check Point Forums?

    Check Point Discussion Forums are designed to encourage the sharing of knowledge of Check Point products and solutions with an online community of customers, partners and employees. Users are encouraged to participate, to discuss ideas and learn troubleshooting tactics. The Forums are also a communication vehicle to access the latest news on Check Point products and technologies.

    1. Connect to Support Center
    2. Click on Discussion Forums (in the Get Help section):
  • What kind of content is included in the Forums?
    Check Point Forums host discussions on individual products and technologies, platforms, training and certifications, and licenses. These forums are monitored by Check Point technical experts and product managers. Additionally, Local User Groups host discussions on pre-sale and post-sale questions in local languages, and those forums are monitored by Check Point account managers.
  • Who can access Check Point Forums?
    Anyone can search and view the discussion threads in all Forums. To post a question, reply to a thread, or use any custom features, such as the "watch" feature, you must login using your User Center credentials.
  • How do I search the Forums?
    You can search Forum threads from Support Center and from the main page of the Check Point Forums.

    From Support Center, select Community as the resource type, select the Category, Product, and Version, and type your search phrase in the Keyword field. To further refine your search results, use the Forum search filters for date range or for threads that have received responses.

    To search from the main page of the Check Point Forums, type your search phrase in the search box, select which Forum you want to search, and click the Go icon. When you are in a specific Forum page, you can click the Search Forum link to access an advanced search page where you can narrow your search by specifying a date range or filter by username.

    For quick and effective searches, we recommend you use the Support Search tool. This tool is a more robust search engine and provides you with many powerful search functions and features.
  • How can I watch Forums through E-mail?
    After you login to the Forums, you can select specific threads, categories, or posts by specific participants to "watch". Once information has been updated to your specific "watch", you will receive a notification by E-mail. To add a thread to your "watch list", click the Watch This Thread link at the top of the thread page. Click Stop Watching Thread to end the E-mail notifications. Inactive watches automatically expire after 30 days.


    To see your current list of watches, click Your Control Panel then Your Watches. From this screen you can choose to receive E-mail notifications when new posts are made. Just click Add Email Notification next to the thread for which you want to be notified.


    To delete a "watch", select the Delete box for the desired "watch" and click the Delete button.
  • How can I format the text of my posts?
    There are three buttons for formatting your message text,; Bold, Italics and Underline. Clicking on these buttons adds tags to the message field. For example, typing "This is [b]bold[/b] text, and this is [i]italicized[/i] text" will appear as "This is bold text, and this is italicized text" once you post the message.
  • What are Check Point Forums Contribution Points?
    Contribution points are given to those participants who provide helpful or correct answers to community members' posts. A helpful post earns 5 points and a correct post earns 10 points. If you provide a response to another user's question, you are eligible to receive points from the question originator. The question originator will have the option to mark any response as either "helpful" or "correct", both of which will add points to your account. Over time, you can accumulate points which in turn increase your ranking (or status level) within the Check Point community. Contribution Points are a good indicator to other members about the contributor's level of expertise. If you receive answers from other members of the community, it is important to rank the answers you received. By doing this, you can give back to the community by not only rewarding the contributor, but enabling a better search experience within the Forums.
  • How do I rate the answers I receive?
    Once you post a question to a thread, the question mark icon is displayed beside it to provide the community a visual clue to the fact that you are waiting for an answer. Other members can post answers to this thread. In some cases, the answer is considered a hint, or helpful information to aid you in resolving the issue. This is classified as a "Helpful" post. In other cases, a community member will post the specific answer to your original questions. This is classified as a "Correct" post. You can flag each response as either "Helpful" or "Correct", or not flag a response at all. You can also "close the loop" on the question by flagging the entire post as answered - a star icon appears next to the thread, providing a visual clue to community members.

    You can also track your open and resolved questions from your control panel under "Your Questions".
  • Can I give my comments and feedback?
    Sure! We definitely want to hear what you think about the changes we have made, and we welcome any and all feedback. Send us an e-mail.

Downloads

  • What kind of content is included in Downloads?
    Downloads include the latest product updates, Hot Fix Accumulators (HFAs), security fixes, tools, and utilities.
  • Who can access Downloads?
    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.
  • Can I give my comments and feedback?
    Sure! We definitely want to hear what you think about the changes we have made, and we welcome any and all feedback. Send us an e-mail.

Documentation

  • What kind of content is included in Documentation?
    Documentation includes complete product user guides, release notes, troubleshooting guides, and technical white papers.
  • Who can access Documentation?
    Product documentation is available to everyone. Software Subscription is no longer a requirement to access Documentation.
  • Can I give my comments and feedback?
    Sure! We definitely want to hear what you think about the product documentation and we welcome your feedback. This feedback is monitored by our publication team and it is important for us to know how we are doing. If you have any comments, suggestions, or something that you would like us to know, then send us an e-mail.

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