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No Alert is triggered when a server's endpoint install stops checking in.

Steve Klassen

I have brought this up before and submitted a request on it... however I need to bring it up again.

It is a huge miss, that my server's install of the endpoint software was not checking in to SOPHOS Central for 2 months, and no alert was triggered. It was not emailed to me like other alerts, and there was no indication on the dashboard or alerts section either. 

I happened to be checking in on an alert that I got for a different computer, and I decided to just check in on the servers section. I was surprised to see that two of my servers hadn't checked in for a month. I recall having had this same issue a couple years back too. I brought it up to SOPHOS they were aware of it and were very nonchalant about it.

I've corrected the issues now, however my dashboard and my alerts tab made no mention of these servers no longer checking in... so I was unaware. Servers are pretty important devices, and they have their own section in SOPHOS Central, yet, one of them can stop reporting in and no alert is sent out. This needs to be corrected. This is not a new feature I'm suggesting. This is something that should always have been. 

The purpose of SOPHOS Central is to track, monitor and alert about issues. And here we have an issue with a server, and no alert or notification.

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  • 0

    Hi Steve,

    Thanks for reaching out to us. 

    I have inquired internally to get feedback on the behavior you experienced and will update you here with any additional information I'm able to share. 

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to Qoosh

    Currently there is no way for Sophos Central to differentiate a device that has been decommissioned/uninstalled but not deleted from Sophos Central, and a device that has stopped communicating with Sophos Central but is still active locally. If an alert were created for each device that stops communicating with Sophos Central, this would get noisy very quickly. 

    The way we recommend staying informed about servers that enter this state is by using the "Servers Report" from the Logs & Reports section in Sophos Central. It is also possible to use the "Save as Custom Report" button to receive this report via email on a schedule that you define. 

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to Qoosh

    That's a terrible answer. Not alerting for an important device like a server is a necessity, not a "nice-to-have". Having to review another report email every week, is not a good answer. I.T. Admins don't need more mundane tasks, and SOPHOS should know that. SOPHOS Central already has a great alerting system. It should be no big issue to flag a device as important(via a checkbox or a button), so that it will email an alert if that particular device stops communicating with Sophos Central. That would be easy, and it would allow admins to decide what devices are important and worth getting alerts for.

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  • 0 in reply to Qoosh

    That's a terrible answer. Not alerting for an important device like a server is a necessity, not a "nice-to-have". Having to review another report email every week, is not a good answer. I.T. Admins don't need more mundane tasks, and SOPHOS should know that. SOPHOS Central already has a great alerting system. It should be no big issue to flag a device as important(via a checkbox or a button), so that it will email an alert if that particular device stops communicating with Sophos Central. That would be easy, and it would allow admins to decide what devices are important and worth getting alerts for.

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