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Sophos XG - Live Users not being detected

Hello All,

We have a site that has Sophos XG and the workstations has Sophos Endpoint Intercept X Advanced installed (NO server onsite) XG is configured for Sophos Central. 

Security Heartbeat
12 endpoints connected
0 endpoints at risk
0 endpoints missing
0 warnings
Optional configurations
From XG When I click on current activities Live Users, I am not seeing the 12 users. I opened a case for this already
and I cant get a clear answer. Some techs tells me this is not possible and some do. The instructions they send me
doesn't address the issue.
I want to be able to identify / see my users there. Can this be done.  What am I missing here? This came up when management 
wanted a report to see the users web activity and the report logs this via IP


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