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No Security Heartbeat

Uli RompelRompel over 7 years ago

Hello,

since update to SFOS 17.x i have no security heartbeat. The control center shows me "0 Connected".

At Sophos Central (cloud.sophos.com) the computer is still there.

I tried to:

a) Clear Security Heartbeat Account registration on XG Firewall, reboot, and logged on with my account again

b) Deinstall local installed Endpoint Advanced; Delete PC-Entry in Sophos Central; Reboot Client; Install again with no mistakes.

No success, still "0 Connected".

What can i do?

I am using:

XG Firewall (SFOS 17.0.1 MR-1) with home user lic.

Endpoint Advanced (with Advanced Lic)

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0 rfcat_vk over 7 years ago

Hi,

sounds like you activated heartbeat during the beta, home licences are not eligible for heartbeat connections.

Also sounds like the v17 tightened the rules on heartbeat and home users.

Ian
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0 Uli RompelRompel over 7 years ago in reply to rfcat_vk

Ok, but i not hope so.

I am using security heartbeat in that way over 1.5 years, without problems so far.

Therefore i purchased an Endpoint Advanced License at that time.

Any other ideas why the security heartbeat is broken?

How to get out, whether Sophos deactivated security heartbeat by using an XG Firewall Home User License since SFOS 17.0.1 MR-1?
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0 rfcat_vk over 7 years ago in reply to Uli RompelRompel

Hi,

what does your version show on this screen?

Ian
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0 Uli RompelRompel over 7 years ago in reply to rfcat_vk

Hi,

here is my screenshot. I even have reset the XG Firewall to factory settings. Unfortunately no improvement, still "0 connected".
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0 Uli RompelRompel over 7 years ago in reply to Uli RompelRompel

Maybe i describe my constellation again:

I am using the XG Firewall (SFOS 17.0.1 MR-1) with an home user license (license status: Evaluating).

The security heartbeat needs a local installed Endpoint Protection Advanced. So i purchased an "Sophos Endpoint Protection Advanced" license for the client-PC.

So far i was able to use the security heartbeat. But since a few days the security heartbeat is broken. The Control Center of the XG Firewall web interface says that are "0" clients connected.

Before he said that are "1" (or more) client(s) connected.

I've my back to the wall.
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0 rfcat_vk over 7 years ago in reply to Uli RompelRompel

Hi,

you are between a rock and a hard place, home licence XG and paid licence endpoint PC security. Has there been a version upgrade for the endpoint software?

You will need assistance from one of the forum mods or Sophos support team that occasionally look at threads like this one.

Ian
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0 jak over 7 years ago in reply to rfcat_vk

Anything of use in the client log:

C:\ProgramData\Sophos\Heartbeat\Logs\Heartbeat.log

Regards,

Jak
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0 Uli RompelRompel over 7 years ago in reply to jak

Hello Jak,

unfortunately there is no logfile "Heartbeat.log" on my PC. The directory "Logs" (C:\ .... \Sophos\Heartbeat\Logs\) does not exist.

...How could i get a statement from Sophos, whether they newly blocked the heartbeat on home user licensed XG firewalls, even though anybody has an Sophos Endpoint Protection Advanced ?

If it is so, i would be desperately disappointed.
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0 Uli RompelRompel over 7 years ago in reply to Uli RompelRompel

Hello,

still the same problem with v17 MR2.

Any ideas, solution or statement from Sophos?
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0 Mr.Roboto over 7 years ago

Same here
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