Firewall lost connection to Sophos Central

Hi Jae Lupo 

My apologies for this inconvenience, this is related to the ongoing advisory:

• Advisory: Sophos Central - Some customers are receiving false positive XG Firewall connection alerts
  • Related advisory post on the community

Regards,

This has been going on for 2 weeks now.  This is not a solution but more of an acknowledgement of the problem.  Does anyone have a solution??  Thanks.

It is an issue in the Central Alerting system itself. 

So basically you cannot simply install a patch on your XG firewall. 

And such patches need to be carefully deployed because it affects all our customers. I understand the frustration about this issue. 

You can disable the email alerts in the meantime until this is fixed. 

Eggg zack lee

LOL

RD

Thanks for answer.

A small question regarding your suggestion to disable the email alerts : can I disable just this specific alert or will it disable all alerts ?  If it's all, then I won't be alerted in case of other treath.

You can disable just this alert specifically, see my previous post here.

I do not have that option. I have the Mark as Acknowledge but the not "Never" dropdown.

I do not have this option either!

All I see is Acknowledge and no option underneath it as shown in your post graphic

Can you verify this KBA? 

https://community.sophos.com/kb/en-us/132195

This should be new since 07.may 

https://docs.sophos.com/central/Readmes/en-us/scloud_readme.html

I checked a few of my clients and there is a "Configure email alerts" section under the Global Settings section in their cloud.sophos.com page. However the pulldown in the alert itself to tell it to stop is not there on any of them.

I found the Global Settings, Email Alerts but do not see the alerts specifically and editing them.

I see rules, but cant get beyond the first screen and not sure that's the right place anyway?

OK, figured it out.  In your partner portal, go to Settings & Policies. There is a setting there for Partner Control that is off. I turned it on and now that option shows up in the client's admin portal. I presume that means if I had logged into the cloud.sophos.com as the client and not gone through the partner portal it probably would have been there.

OK, figured it out.  In your partner portal, go to Settings & Policies. There is a setting there for Partner Control that is off. I turned it on and now that option shows up in the client's admin portal. I presume that means if I had logged into the cloud.sophos.com as the client and not gone through the partner portal it probably would have been there.

When I turn on, that gives the same screen that I see individually that I referred to earlier. Just you can set it where you describe and presume its the same for all clients.

But, still do not see how I can edit one specific alert. Can not find anywhere all the different types of email alerts?

OK - now I see the option individually within each customer. I guess that is what you were trying to say - my bad

Many thanks