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Can't register Sophos Security heartbeat

QuentinJackson

Yes my password is correct.  Yes I've double, triple checked it.  Yes I've changed it.  Yes I've logged into the cloud and confirmed it's correct.  Yes another device connects to it.  But do you think I can get the XG firewall to stop telling me, 'Unable to Register, check your password'?  No.  Any ideas anyone?  I did try guessing if there was a firewall rule required or something but tests don't seem to have worked.


Any help would be appreciated.  Perhaps it's just not available on home licence, in which case this should be made clear and preferably the option should be taken away.

Thanks,



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  • 0

    As soon as you post... Fault with Sophos 'Create Cloud Account' link.


    Apparently if you're logged in to Sophos 'home', the create cloud account link takes you there, giving the impression there is not account to create.  If you log out of Sophos home and delete the password in the browser etc, the link actually takes you to Sophos 'central' instead which I definately have no password for and clearly says 30 day trial.


    I'm not exactly sure what this means, but it's definitely something for Sophos to fix.

    Can anyone advise if security heartbeat is meant to work with the 'home' version or not?


    Thanks.

  • 0 in reply to QuentinJackson

    Quentin,

    XG Heartbeat works only with Sophos Cloud Endpoint Protection Advanced or Sophos Cloud Enduser Protection. Home is not supported.

    Here the Datasheet and supported Endpoint version:

    https://www.sophos.com/en-us/medialibrary/PDFs/factsheets/sophos-security-heartbeat_dsna.pdf?la=en

  • 0 in reply to lferrara

    Luk

    I am just looking into Security Heartbeat, it sounds fantastic however... I can't get it to accept my Central login either. Is Central Server Advanced not yet supported either?

    Thanks

  • 0 in reply to Ben Newall

    I had this several time in Demo and Educational Lab- Environments.  There, the reason was because of the localisation of our Sophos Central Account. We often had troubles if Sophos Central Account was set-up to use Datacenters Germany or Ireland. For our Education Labs, we just created a new Trial Central Account, and solved the Problem that way.

    Maybe for you to drill down this problem, a quick view in /log/hbtrust.log on CLI could be helpful to find the issue.

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  • 0 in reply to Ben Newall

    I had this several time in Demo and Educational Lab- Environments.  There, the reason was because of the localisation of our Sophos Central Account. We often had troubles if Sophos Central Account was set-up to use Datacenters Germany or Ireland. For our Education Labs, we just created a new Trial Central Account, and solved the Problem that way.

    Maybe for you to drill down this problem, a quick view in /log/hbtrust.log on CLI could be helpful to find the issue.

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