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Sophos Central Shows BAD STATUS

skyisbluescreen

I have 2 Systems running same Version of Sophos.

System 1 - Shows All Good - Even if there is not HeartBeat Service Running on the System. 

System 2 - Shows BAD Status with HEARTBEAT Service Missing (+ Sophos AV / Sophos Device Control and Sophos Web Control are running on the System2). The Client Shows all up to date and perfectly fine when manually checked on the client. 

Any one else having this issue?



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  • 0

    Hi skyisbluescreen,

    These alerts can indicate two potential issues:

    1. The first issue is a cosmetic issue that can occur during a system startup or shutdown and the computer recovers after a short period, as in the example above.
    2. The second issue is where the computer does have one or more missing or stopped Sophos service(s) and manual intervention is required.

    We are aware of the disruption and investigating the underlying causes of all issues and all scenarios that can lead to the issue arising.

     

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0

    Sometimes the alerts in Central will stay there until you "Mark as acknowledged".

    If the endpoint reports back as all green then you can mark them and move on.

    Not sure why it does this, but sometimes it does.

    Also if you're having a heartbeat not installed problem i've seen that in the past and needed to manually created a folder and assign it permissions to get the heartbeat to install.

    Check C:\ProgramData\Sophos for a heartbeat folder and if it has "Config", "Logs" and "Persist" folders.

     

  • 0 in reply to Gowtham Mani
    1. The first issue is a cosmetic issue that can occur during a system startup or shutdown and the computer recovers after a short period, as in the example above.

           ==> I have completely re installed the AV System this is been happening from past couple of Days, So not luck waiting for it to Auto Recover.

     

           2.The second issue is where the computer does have one or more missing or stopped Sophos service(s) and manual intervention is required.

           ==> I have compared this with many other systems, Same Number of Serivces are running

     

    What i understand now is, This is a Known Issue and you guys are working on it?

  • 0 in reply to Nick Cuddemi

     Thank you for your response.

     

    Well this PC shows under "Computers with Medium or BAD Status", Unfortunately This is not a alert where i could acknowledge it .

    The Folder size is the same also the no of files when compared to Healthy Systems.

    Something is changed with the latest version of Sophos, Heartbeat Service is missing 

  • 0 in reply to skyisbluescreen

    Hi skyisbluescreen,

    Yes, we have been working on it and over the last few months several updates were released addressing this issue. Can you please confirm if this is seen with the lasted installer (Core agent 2.0.0 & Above)? If yes, Will it be ok to open a support ticket to investigate it?

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to Gowtham Mani

     

    Can you tell why the HEARTBEAT Service is not seen anymore on many systems?

  • 0 in reply to skyisbluescreen

    It's not on any of the system's with the newest update.

    It looks as though it was removed/intergrated into something else.

    I do not see it on my system either.

  • 0 in reply to skyisbluescreen

    Hi ,

    Will it be possible to open a support ticket regarding the services missing/stopped?

    Also please check if the heartbeat is enabled in the central? refer Sophos XG Firewall: How to enable Security Heartbeat.

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

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