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Sophos Endpoint Heartbeat issues

Tedztar

Hey all,

This one has been plaguing me for a bit, but have been able to ignore it until now.

We have been rolling out Sophos Endpoint Protection, and Sophos Firewalls Switches and AP's across all our sites. However we started noticing these notifications:

It hasnt been a huge issue as people havent complained, and we noticed it was mostly at the end of the day when the people were leaving, so it was really a nuisance that we would investigate at a further date.

However now twice we have had one user on a Mac book get the following until they reconnected to the WiFi network:

Has anyone come across this before? Is there any setting I need to change to make this more reliable?



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  • 0

    Hello Ted,

    Thank you for reaching out to the community forum.

    This alert is caused when a certain endpoint has bad status or health status. To correct and avoid getting this kind of alert, you need to check each and every system that has a bad status/health status on your central and see what is going on to that device and restore their health status back to a healthy state. For more information about heath status on your Endpoint you may refer to this Documentation

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to GlennSen

    Hi Glenn,

    Thanks for the response, However that doesn't really help me in this sense as I haven't seen any issues on the client, and the "Fix" is usually disconnecting and reconnecting to the WiFi network and nothing else. 
    Is there any more information on dianosing this issue as it seems like the Heartbeat from the Sophos Agent on the laptop is not going to the firewall but a reconnect to the WiFi fixes this issue.

  • 0 in reply to Tedztar

    Thank you, Ted, for your response. On the affected device where you observed this, can you capture the time and date as to when it occurs and share us the logs which can be found on this path C:\ProgramData\Sophos\Heartbeat\Logs 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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  • 0 in reply to Tedztar

    Thank you, Ted, for your response. On the affected device where you observed this, can you capture the time and date as to when it occurs and share us the logs which can be found on this path C:\ProgramData\Sophos\Heartbeat\Logs 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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