Sophos Firewall reported computer not sending heartbeat signals

@sophos, you'll never fix it, won't you?

Those alerts when the computers go to hibernate / sleep are so frequent and useless that everyone is ignoring them. So I'm going to disable them. Good work.

Forgot to ask, did you adjust those parameters on the firewall? 

console> system synchronized-security
central_registration delay-missing-heartbeat-detection suppress-missing-heartbeat-to-central
console> system synchronized-security

yes, I already increased at least some of them. Cannot login to verify currently due to SSH authentication issues - other post in FW forum.

firewall is constantly reporting some computers with missing heartbeat. if I check them, they are currently not online on our network because they sleep.

And it is not a firewall issue from my point of view - the endpoint heartbeat agent should be able to see the upcoming event of windows entering hibernate and then quickly report to the firewall that it will temporarily disconnect from heartbeat.

Because this is not happening, the firewall just sees a abandoned heartbeat session and correctly reports the issue to central.

Tweaking delays will not change this when the client (usually) is in hibernate state longer than the delay.

The reason of those hits are quite simple: In Hibernation, the client will still send data. But the daemon of Sophos is already closed, as the sub system is already shut down. So the firewall will see the data and will react to the data as interpret them as missing heartbeat.

If you switch to hibernate, likely the endpoint cannot fetch this information not fast enough until windows will shut down the system. Therefore the missing heartbeat is generated. 

The ID above is something, where likely the client is not in hibernate, instead the daemon is shutdown for whatever reason. 

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By adding the delay value on the firewall, you likely will decrease those alerts, as the firewall will give some time to the client ip until it will react to it. This will lead to a better reporting, as most windows clients will stop interacting with the gateway after 1-2 minutes going into hibernation. . 

it is probably something that is also in combination with the NIC Vendor. As it is standard Intel NIC on business Notebooks in our case, this should be quite common. The screenshots from event viewer above show something is happening on the NIC when it is in hibernate. This may revive heartbeat or cause some other issues with that. Anyway my opinion is that this should work unless a customer uses exotic hardware with old drivers. Not a solution is to disable hibernate or disable energy saving feature on the NIC.

If you do a tcpdump / packet capture on the IP and do the hibernation, what kind of traffic do you still see? And maybe you will find the reason by researching this traffic further. 

Hello LHerzog,

DEV has some binary ready for NC-111152, I would recommend you to open a case with Support, and you can mention about NC-111152, the case would get to GES and they can confirm is your issue matches NC-111152 and install the binary, to see if this resolves your issue.

IF you do this, share the Case ID.

Regards,

Thank you emmosophos  - is that binary for endpoint or firewall?

Hello LHerzog,

This would be for the Sophos Firewall.

Regards,