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After installing Sophos Central, all PC's are reported as "Failed to protect computer" and "Failed to install hbt"

Nick Cuddemi

Hello all!

So I'm deploying Sophos Central via scripting to multiple PC's

The install completes, it registers within Sophos Central itself, all is well and good.

After roughly an hour, I get a flagged alert saying it's failed to install hbt. We are not using Sophos Firewall so I don't need a heartbeat, is there a way to turn this off? Or maybe I am misunderstanding what the heartbeat is for?

Also, I notice that when I get a "Failed to protect computer" error, it gives me no information as to why it failed to protect that computer.

Is there somewhere where more information can be viewed for why it failed? I've checked the events in Sophos Central, and it classifies the alert into categories, unfortunately one of the categories is failed to protect computer, with no additional information.

 

If anyone can point me in the right direction for either of my questions, it would be greatly appreciated!

 

Thank you all!



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  • +1

    This issue has been resolved.

     

    The solution in case anyone else is having this issue...

    The heartbeat folder wasn't be created upon installation

    Created the heartbeat folder here C:\ProgramData\Sophos\Heartbeat

    Give full security permissions on the heartbeat folder to SYSTEM, LOCAL SERVICE, NETWORK SERVICE and Administrators.

    Manually push an update to the affected computer and the heartbeat should be installed correctly.

     

    Thank you for your assistance in resolving this issue.

  • 0 in reply to Nick Cuddemi

     

    I have the error on few systems but  the HB Folder exists and has desired permissions too

     

  • 0 in reply to skyisbluescreen

    That's rather odd..

    During the install, if you watched C:\Program Data/Sophos you could see the Heartbeat folder being created.. then it would delete and the Heartbeat would fail to install.

    So manually creating it and assigning it the permissions, then forced and update with PowerShell and it would install correctly.

     

    My current script uninstalls Sophos Endpoint (the previous version we had before upgrading to Central) in the correct order stated by Sophos, then launches the setup for Sophos Central with the -q parameter.

    Then makes the Heartbeat folder in the C:\Program Data/Sophos directory, assigns Local Service and Network Service full permissions, then forces Sophos to update, then reboots the computer.

    After that everything is good to go.

     

    You could post your Heartbeat log here for review

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  • 0 in reply to skyisbluescreen

    That's rather odd..

    During the install, if you watched C:\Program Data/Sophos you could see the Heartbeat folder being created.. then it would delete and the Heartbeat would fail to install.

    So manually creating it and assigning it the permissions, then forced and update with PowerShell and it would install correctly.

     

    My current script uninstalls Sophos Endpoint (the previous version we had before upgrading to Central) in the correct order stated by Sophos, then launches the setup for Sophos Central with the -q parameter.

    Then makes the Heartbeat folder in the C:\Program Data/Sophos directory, assigns Local Service and Network Service full permissions, then forces Sophos to update, then reboots the computer.

    After that everything is good to go.

     

    You could post your Heartbeat log here for review

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