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Heartbeat causes users to disconnect or unable to connect via Sophos connect

SaladFingers

Hi,

Is there a known bug with HeartBeat?

It's a great feature and during testing before going live it worked great.

However, when we went live some users simply could not connect, even though they had a green tick (i set it to allow yellow status)

When a user was connected, they would keep dropping out, disabled HeartBeat and everything worked fine.

It seemed like there was either a lag between the status ping or the Firewall couldn't handle the number of connections using Heartbeat and unable to cope with the volume of requests.

I would understand and expect it to not allow someone to connect or kick someone out if their status changed from Green to Amber or Red but the machines all machines experiencing the issue were Green and didn't change status.

It's a great feature idea but doesn't seem to work well at all.

Thanks.



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  • +1

    Heartbeat takes some time to "register the Endpoint to XG". This timeframe is most likely within seconds (after boot etc.). 

    After the connection is established, the move of a status will be published in real time. You can see this in the log viewer. 

    But this needs the channel to be connected first. 

    PS: There is a difference between "Block Client without Heartbeat" checkbox and "Minimum HB allowed". Because the checkbox will block all clients, which do not have EP installed. The other will allow everything except a EP, which does not meet your settings. For example you choose minimum green HB. A Client with yellow hb will be blocked due the settings. A client without HB will be allowed, as it does not have any kind of HB. 

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Reply
  • +1

    Heartbeat takes some time to "register the Endpoint to XG". This timeframe is most likely within seconds (after boot etc.). 

    After the connection is established, the move of a status will be published in real time. You can see this in the log viewer. 

    But this needs the channel to be connected first. 

    PS: There is a difference between "Block Client without Heartbeat" checkbox and "Minimum HB allowed". Because the checkbox will block all clients, which do not have EP installed. The other will allow everything except a EP, which does not meet your settings. For example you choose minimum green HB. A Client with yellow hb will be blocked due the settings. A client without HB will be allowed, as it does not have any kind of HB. 

    __________________________________________________________________________________________________________________

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