The security health cannot be reported at the moment

Question

Client looks healthy in that it shows as protected and up to date in the client GUI. 
 It was/has been absolutely fine in the Central console but all of a sudden right now it says "The security health cannot be reported at the moment" and has for a couple of days. 
 What do I need to be looking at? 
 The Sophos Health service is started/running and rebooting the client doesn't help. 
 It does have Internet access...

DianneY · Accepted Answer

Hello Steve Baldry 
 Since you said that this appears to only happen to your Windows 10 boxes: Is Fast Boot enabled in the BIOS? If so, please try disabling this and re-testing. Depending on the hardware manufacturer, this may also be referred to as Quick Boot, Rapid Boot, Fast Startup, Rapid Startup, or similar. 
 There are no specific errors in the logs that you have sent. I did a search for what was a rather persistent message in the Sophos Health log file and this workaround has come up: 
 
 Disable tamper protection 
 
 Stop the MCS Agent Service on the Endpoint

Run commands below in an Admin CMD Prompt: Del "%ProgramData%\Sophos\Management Communications System\Endpoint\Persist\Credentials" /q Del "%ProgramData%\Sophos\Management Communications System\Endpoint\Persist\EndpointIdentity.txt" /q Del "%ProgramData%\Sophos\Management Communications System\Endpoint\Persist\*.xml" /q Del "%ProgramData%\Sophos\Management Communications System\Endpoint\Cache\*.status" /q Del "%ProgramData%\Sophos\AutoUpdate\data\machine_ID.txt" /q

Reboot the computer 
 After the Endpoint comes back up, the removed files should be recreated on the Endpoint. Give it about 2 minutes to send updates to Sophos Central, and check if the status still shows the Health Status issue.

Can you try that on one of the machines to see if that gets the health to appear correctly in Sophos Central? 
 If that does not resolve, I would advise to raise a support case for further review, with the following information, at the very least: 
 
 SDU Logs: Run SDU from the Endpoint OR Run SDU from Sophos Central (you can include the file name you have sent earlier to your request) 
 Enable Remote Assistance 
 
 You can either DM or post the Support Ticket number you receive so we can monitor the case and post updates in this community post. 
 Thanks!