Can't activate Security Heartbeat

Did you try to press Enter or pressed the "Register" Bottom? 

You can check the heartbeat log.

https://community.sophos.com/kb/en-us/123185

https://community.sophos.com/kb/en-us/132211

Hi,

I click on the Register Button with my mouse.

in the logs (viewed on Advanced Shell) the logs (hbtrust.log and heartbeatd.log are all empty 0 sized)

Roberto

This seems to be kinda odd. At least hbtrust.log should display the activation. Can you take a look at applog.log with a tailf to see, if there is something happening? 

XG330_WP02_SFOS 17.0.6 MR-6# tail applog.log
Oct 01 17:18:04 Request type = 1
Oct 01 17:18:04 apiInterface:versionsupported: true.
Oct 01 17:18:04 apiInterface:request mode -> 1323.
Oct 01 17:18:04 apiInterface:Current ver :::'1700.1'
Oct 01 17:18:04 apiInterface:entityjson::::::::heartbeat::hbcloudregistration=HASH(0xa7146d8)
Oct 01 17:18:04 Info:: Transaction will not be rolled back for opcode SophosCentralRegistration. If any operation fails, request is part of multiple request :
Oct 01 17:18:04 opcode:SophosCentralRegistration - starting
Oct 01 17:18:04 opcode:SophosCentralRegistration - appliance key is C330***********
Oct 01 17:18:05 opcode:SophosCentralRegistration - registering with Sophos Central failed

XG330_WP02_SFOS 17.0.6 MR-6# tail applog.log
Oct 01 17:18:04 Request type = 1
Oct 01 17:18:04 apiInterface:versionsupported: true.
Oct 01 17:18:04 apiInterface:request mode -> 1323.
Oct 01 17:18:04 apiInterface:Current ver :::'1700.1'
Oct 01 17:18:04 apiInterface:entityjson::::::::heartbeat::hbcloudregistration=HASH(0xa7146d8)
Oct 01 17:18:04 Info:: Transaction will not be rolled back for opcode SophosCentralRegistration. If any operation fails, request is part of multiple request :
Oct 01 17:18:04 opcode:SophosCentralRegistration - starting
Oct 01 17:18:04 opcode:SophosCentralRegistration - appliance key is C330***********
Oct 01 17:18:05 opcode:SophosCentralRegistration - registering with Sophos Central failed

And there are no log entries what so ever in hbtrust.log and heartbeatd.log? 

Can you verify it with tailf ? 

XG330_WP02_SFOS 17.0.6 MR-6# ls -1 -e -h h*
-rw-r--r--    1       0 Nov 11  2017 hbtrust.log
-rw-r--r--    1       0 Nov 11  2017 heartbeatd.log
XG330_WP02_SFOS 17.0.6 MR-6#
XG330_WP02_SFOS 17.0.6 MR-6# tail hbtrust.log
XG330_WP02_SFOS 17.0.6 MR-6# tail heartbeatd.log

Do you work with an HA? And did you update this appliance from version X? Could be some kind of old bug which involves certificates. 

https://community.sophos.com/kb/en-us/127642

Yes, i have 2 XG in HA, received new xg and upgraded to SFOS17.0.6 MR-6  4 months ago but never registered with Central prior this moment.

PS on the link i read : The firmware versions below have the patch and no further action is required:

• Firewalls running v17 must have at least firmware version 17.0.0.80

don't know if this is related but :

console> system diagnostics show subsystem-info
SERVICE              STATUS
=====================================
heartbeat            UNREGISTERED
=====================================
console>

Unregistered is just "un-configured". 

Can you tell me something about the history of both?

How old is your Central Account, did you start with a "single" appliance and recently upgrade to HA? 

How did you build up the HA? 

the history is very short.

I've received the XG on Avril, upgraded, built the HA and deployed (NO CENTRAL).

Yesterday i received the serial number of Endpoint Advanced and i licensed in Central, installed on some PC and then try to activate the Heartbeat with the result described in this thread

i think you have to go with Sophos Support in this case.

Would assume something went wrong on the XG itself. But i cannot troubleshoot this without an session. So the best way is to contact the support or your sophos partner.