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Heartbeat authentication failed : username without domain name maybe the cause- Live users disappear but still connected to vpn


we use the SSLVPN authentication to apply different rules for users and the heartbeat to have the synced security.

Sometimes the user still connected to the VPN but not visible in the live user, in this case the rules with match known user not work! He need to reconnect the vpn to be visible again.

I found on the log a lot of error in the authentication tab related to heartbeat. All heartbeat have the status FAILED. 

If i compare with SSLVPN, the @domain is visible and the authentication work fine. 

For the problematic user, we can see the logout in the log but on the desktop ,the vpn still connected ! 

Any idea why the heartbeat doesn't return the domain? Could be the cause of my problem? Thank you

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  • It seems like the user use the sub domain, which is not created on the XG? 


  • Yes all user is created and work because it's a user who use the VPN, the authentication work, in  this case the user is created on the xg but i don't know why the username isn't recognized  ?! so strange 

  • Let me rephrase my point: 

    Endpoint extract the Username and the domain. 

    Sends it to XG.

    XG looks up the matching domain in the list of AD Servers. 

    Sends AD user name to the matching AD Servers. 

    The used domain on the endpoint could be different to the domains on the XG. 


  • Ok but how can i specify the domain to use? I don't understand why when we make a ssl connection, we just type the username and sophos can found the good domain to use... 

  • Hello Julian,

    could you please answer the following questions and then I think I will able to tell you exactly where the problem is?

    - what is the name of the internal Microsoft Active Directory domain, I assume "domain.local"?
    - what is the value of the userPrincipalName (UPN) parameter for users of your internal Microsoft
       Active Directory domain for which Security Heartbeat does not work, I assume ""?
    - I assume you have these settings because you use Microsoft Teams, right?



  • Hi ,

    i want to avoid to give some details of the organisation and i will replace it by "company"

    -what is the name of the internal Microsoft Active Directory domain :

    - what is the value of the userPrincipalName (UPN) parameter for users of your internal Microsoft :

    -Active Directory domain for which Security Heartbeat does not work : Yes

    - assume you have these settings because you use Microsoft Teams, right? Yes :)

  • Hello Julian,

    you confirmed to me what I expected. 

    The problem is in the value of the UPN parameter. If (for a test) you change the value of this parameter in an user account in your Microsoft Active directory to "", the authorization for Security Heartbeat will miraculously work correctly. For SSL VPN remote access, the authorization will still also work, because for SSL VPN (what a surprise) the sAMAccountName is used, ie an user name in this case is "".
    Sophos developers mistakenly assumed when developing Security Heartbeat that the value of the UPN parameter must match the name of the internal Microsoft Active Directory domain, ie in your case "". This assumption, based on Sophos developers, is not mentioned anywhere in the Microsoft Active Directory documentation.
    On the contrary, their assumption, especially for medium and enterprise companies, does not correspond to reality.
    Unfortunately, another annoying consequence of this error in the development of Security Heartbeat is the inability to use Microsoft Teams and Security Heartbeat at the same time, because Microsoft Teams requires the use of the FQDN public domain name, in your case "".
    The date for eliminating this problem, which we pointed out to Sophos almost two years ago, is still unknown. Although we have opened a support ticket for this problem, there is still no answer to this day.
    I apologize if I saddened you with this post, but in the current situation, do not assume that you will be able to use the solution according to your requirements.



  • Thats not entirely correct. 

    The endpoint will extract both information (domain and samaccountname) and look for the matching domain (server) on XG. If there is no server, it will likely not find anything to authenticate. Moving towards this issue in this case, you could easily move all your ad servers to the .com address and reauthenticate all users. It should work for SSLVPN and for all HB authentications. You need to streamline the requests and only use the .com. It should work in that 


  • Hello LuCar Toni,

    believe me what I wrote is true. You can easily verify it yourself!
    As I wrote, all you have to do is change the UPN parameter and Security Hearbeat will work correctly.
    As Julian wrote the authorization to Microsoft Active Directory works correctly for him, the problem is in a different than expected value of the UPN parameter. The problem is not in the unavailability of the authorization server as you wrote. Just change the UPN parameter, that's the whole problem ....
    And to your recommendation to change the name of the internal domain, have you ever done something like that? And you know what all this will to do, especially if it's in Microsoft Active Directory Exchange Server, really? I'm sorry, but here it's called the road to hell ...



    P.S. I apologize for the somewhat expressive sentences, but we have been facing this problem (as I have already written) for almost two years and no one wants to solve this problem. This problem is clearly in the implementation of Security Heartbeat.
    If anyone in the community wants more details please send a PM or I will have a ban again....

  • If i think correct, username was created before the upn have change. If i delete the user in the XG, it will be re created with the good upn? Have i to use the PURGE AD USER button? I never used it