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Sophos Heartbeat Service Missing - How to Remove Alert?

IT Infrastructure2

Hi,

We're currently migrating from Enterprise Console to Sophos Central and notice that for some machines it is reported that the Sophos Heartbeat service is missing. I notice this only appears on machines that have had the new Endpoint client manually installed, as when using the Migration Tool the other machines don't have this service in its list.

I'm not 100% sure why this is - I can only assume that doing a manual install of the client installs everything, whereas the migration tool only pulls across features that are used on EC. Is there a way on the clients of stopping Sophos looking for the hearbeat service?

Kind regards,

Gareth



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  • +2

    What I had to do previously was to manually create the heartbeat folder and assign it it's permissions, then it all came back green.

     

    Edit:

    Have to create the HeartBeat folder in C:\ProgramData/Sophos and give the following permissions

    SYSTEM: Full Control

    LOCAL SERVICE : Full Control

     

    In the past I also had to give Network full permissions, but it looks like it doesn't need it anymore.

  • 0 in reply to Nick Cuddemi

    Hi Nick,

     

    Thanks for the reply. This is now working.

     

    Thanks very much!

    Gareth

  • 0 in reply to Nick Cuddemi

    Thanks Nick, how frustrating that this doesn't just work :-(

  • 0 in reply to Chris Haydon

    Hello Chris,

     

    Is this working for you?

     

    I've noticed this isn't something I need to do anymore since an update happened to Sophos.

    In the past though, yes I had to do this for every machine, so I scripted the process and just ran my script to get it done.

  • 0 in reply to Nick Cuddemi

    Hi Nick

     

    It was still happening on some machines yesterday which were new deployments - although I will say it was probably 3 out of about 150 machines we were migrating from Enterprise Console and some were doing as cold installs and it sounds like you had a much more universal problem previously - the other annoying thing I found on a few we were migrating from EC was the autoupdate service getting uninstalled and the installer would die and leave the machine with no update mechanism installed.

     

    Chris

  • 0 in reply to Chris Haydon

    Hello Chris,

     

    Yes our issue was more widespread it seems.

    Although that hasn't been the issue since Sophos has updated, so fingers crossed there, but I saved the script just in case :)

     

    Autoupdate I believe is the last part of the installer, so I understand that frustration.

    I found out for now in order to get it installed I have to manually set the proxy before the installation will succeed, otherwise it says "Installation failed"

    This is of course incorporated into the script, but it was still another issue to overcome.

     

    Happy to help if you run into any other issues, although I do not work at Sophos, just another user.

     

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