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Sophos Heartbeat - Red in XG but green in Central

Hello,

we have continuous problem with the heartbeat for some users. 

The endpoint is green and fine but in central it's red. 

Here the last log during the problem (heartbeat log)

a 2021-06-23T06:45:27.764Z [5880:8000] - Received request to enable enhanced application control
a 2021-06-23T06:45:27.771Z [5880:8000] - Sending login status.
a 2021-06-23T06:45:28.098Z [5880:8000] - Received request to disable enhanced application control for C:\program files (x86)\internet explorer\iexplore.exe
a 2021-06-23T06:45:28.138Z [5880:8000] - Received request to disable enhanced application control for C:\program files (x86)\internet explorer\iexplore.exe
a 2021-06-23T06:45:41.410Z [5880:8000] - Sending health status: {"admin":1, "health":1, "service":1, "threat":1}
a 2021-06-23T07:15:11.868Z [5880:8000] - Received request to disable enhanced application control for C:\program files (x86)\google\chrome\application\chrome.exe
a 2021-06-23T10:22:33.571Z [5880:7476] - ----------------------------------------------------------------------------------------------------
a 2021-06-23T10:22:33.572Z [5880:7476] - Stopped Heartbeat
a 2021-06-23T10:22:33.572Z [5880:7476] - ----------------------------------------------------------------------------------------------------
a 2021-06-23T10:22:37.665Z [19648:19496] - ----------------------------------------------------------------------------------------------------
a 2021-06-23T10:22:37.666Z [19648:19496] - Starting Heartbeat version 1.11.194.0
a 2021-06-23T10:22:37.666Z [19648:19496] - ----------------------------------------------------------------------------------------------------
a 2021-06-23T10:22:38.124Z [19648:16596] - Connection succeeded.
a 2021-06-23T10:22:38.125Z [19648:16596] - Connected to '3a343c11-a991-4d63-ab52-1df31f3ce352' at IP address 52.5.76.173 on port 8347
a 2021-06-23T10:22:38.140Z [19648:16596] - Sending network status. Active Interfaces:
MAC: 00:FF:39:01:DF:1B - INET: 192.168.181.22 - INET6: fe80::507c:e745:b4b8:e1e7
MAC: 24:41:8C:31:94:12 - INET: 192.168.1.3 - INET6: fe80::10a7:ca61:5e5e:2034
a 2021-06-23T10:22:38.400Z [19648:16596] - Received request to enable enhanced application control
a 2021-06-23T10:22:38.400Z [19648:16596] - Sending login status.
a 2021-06-23T10:22:52.077Z [19648:16596] - Sending health status: {"health":3}
a 2021-06-23T10:51:43.762Z [19648:16596] - Received request to disable enhanced application control for C:\program files (x86)\internet explorer\iexplore.exe
a 2021-06-23T11:31:11.576Z [19648:16596] - Received request to disable enhanced application control for C:\program files (x86)\google\chrome\application\chrome.exe
a 2021-06-23T12:44:45.877Z [19648:16596] - Received request to disable enhanced application control for C:\program files\internet explorer\iexplore.exe
a 2021-06-23T13:58:12.169Z [19648:16596] - Connection closed (network error).
a 2021-06-23T13:58:13.181Z [19648:16596] - Connection failed.
a 2021-06-23T14:08:02.495Z [19648:16596] - Connection succeeded.
a 2021-06-23T14:08:02.496Z [19648:16596] - Connected to '3a343c11-a991-4d63-ab52-1df31f3ce352' at IP address 52.5.76.173 on port 8347
a 2021-06-23T14:08:02.510Z [19648:16596] - Sending network status. Active Interfaces:
MAC: 00:FF:39:01:DF:1B - INET: 192.168.181.22 - INET6: fe80::507c:e745:b4b8:e1e7
MAC: 24:41:8C:31:94:12 - INET: 192.168.1.3 - INET6: fe80::10a7:ca61:5e5e:2034
a 2021-06-23T14:08:02.738Z [19648:16596] - Received request to enable enhanced application control
a 2021-06-23T14:08:02.741Z [19648:16596] - Sending login status.
a 2021-06-23T14:08:03.244Z [19648:16596] - Received request to disable enhanced application control for C:\program files (x86)\google\chrome\application\chrome.exe
a 2021-06-23T14:08:13.160Z [19648:16596] - Sending health status: {"health":3}
a 2021-06-23T14:54:57.625Z [19648:16596] - Received request to disable enhanced application control for C:\program files (x86)\internet explorer\iexplore.exe
a 2021-06-23T14:54:57.655Z [19648:16596] - Received request to disable enhanced application control for C:\program files (x86)\internet explorer\iexplore.exe
a 2021-06-23T15:31:08.146Z [19648:16596] - Sending network status. Active Interfaces:
MAC: 24:41:8C:31:94:12 - INET: 192.168.1.3 - INET6: fe80::10a7:ca61:5e5e:2034
a 2021-06-23T15:31:15.057Z [19648:16596] - Connection closed (network error).
a 2021-06-23T15:31:37.141Z [19648:16596] - Connection failed.
a 2021-06-23T15:31:52.423Z [19648:16596] - Connection succeeded.
a 2021-06-23T15:31:52.423Z [19648:16596] - Connected to '3a343c11-a991-4d63-ab52-1df31f3ce352' at IP address 52.5.76.173 on port 8347
a 2021-06-23T15:31:52.438Z [19648:16596] - Sending network status. Active Interfaces:
MAC: 00:FF:39:01:DF:1B - INET: 192.168.181.9 - INET6: fe80::507c:e745:b4b8:e1e7
MAC: 24:41:8C:31:94:12 - INET: 192.168.1.3 - INET6: fe80::10a7:ca61:5e5e:2034
a 2021-06-23T15:31:52.450Z [19648:16596] - Connection closed (network error).
a 2021-06-23T15:31:53.728Z [19648:16596] - Connection succeeded.
a 2021-06-23T15:31:53.729Z [19648:16596] - Connected to '3a343c11-a991-4d63-ab52-1df31f3ce352' at IP address 52.5.76.173 on port 8347
a 2021-06-23T15:31:53.747Z [19648:16596] - Sending network status. Active Interfaces:
MAC: 00:FF:39:01:DF:1B - INET: 192.168.181.9 - INET6: fe80::507c:e745:b4b8:e1e7
MAC: 24:41:8C:31:94:12 - INET: 192.168.1.3 - INET6: fe80::10a7:ca61:5e5e:2034
a 2021-06-23T15:31:53.761Z [19648:16596] - Connection closed (network error).
a 2021-06-23T15:31:55.000Z [19648:16596] - Connection succeeded.
a 2021-06-23T15:31:55.000Z [19648:16596] - Connected to '3a343c11-a991-4d63-ab52-1df31f3ce352' at IP address 52.5.76.173 on port 8347
a 2021-06-23T15:31:55.015Z [19648:16596] - Sending network status. Active Interfaces:
MAC: 00:FF:39:01:DF:1B - INET: 192.168.181.9 - INET6: fe80::507c:e745:b4b8:e1e7
MAC: 24:41:8C:31:94:12 - INET: 192.168.1.3 - INET6: fe80::10a7:ca61:5e5e:2034
a 2021-06-23T15:31:55.145Z [19648:16596] - Received request to enable enhanced application control
a 2021-06-23T15:31:55.146Z [19648:16596] - Sending login status.
a 2021-06-23T15:32:03.612Z [19648:16596] - Sending health status: {"health":3}
a 2021-06-23T17:38:13.918Z [19648:16596] - Received request to disable enhanced application control for C:\program files (x86)\microsoft\edgeupdate\microsoftedgeupdate.exe
a 2021-06-23T21:41:06.153Z [19648:16596] - Connection closed (network error).
a 2021-06-24T06:29:22.504Z [19648:16596] - Connection failed.
a 2021-06-24T06:31:26.179Z [19648:16596] - Connection succeeded.
a 2021-06-24T06:31:26.179Z [19648:16596] - Connected to '3a343c11-a991-4d63-ab52-1df31f3ce352' at IP address 52.5.76.173 on port 8347
a 2021-06-24T06:31:26.193Z [19648:16596] - Sending network status. Active Interfaces:
MAC: 00:FF:39:01:DF:1B - INET: 192.168.181.21 - INET6: fe80::507c:e745:b4b8:e1e7
MAC: 24:41:8C:31:94:12 - INET: 192.168.1.3 - INET6: fe80::10a7:ca61:5e5e:2034
a 2021-06-24T06:31:26.483Z [19648:16596] - Received request to enable enhanced application control
a 2021-06-24T06:31:26.483Z [19648:16596] - Sending login status.
a 2021-06-24T06:31:27.846Z [19648:16596] - Sending health status: {"health":3}
a 2021-06-24T06:32:03.946Z [19648:16596] - Received request to disable enhanced application control for C:\program files (x86)\internet explorer\iexplore.exe
a 2021-06-24T06:32:03.995Z [19648:16596] - Received request to disable enhanced application control for C:\program files (x86)\internet explorer\iexplore.exe
a 2021-06-24T06:32:33.202Z [19648:16596] - Received request to disable enhanced application control for C:\program files\internet explorer\iexplore.exe
a 2021-06-24T06:35:38.958Z [19648:16596] - Received request to disable enhanced application control for C:\program files (x86)\google\chrome\application\chrome.exe

We already contact the Sophos support... 1 month to have the reply from the support. You can imagin that we trying different ways to solve the problem, a momentary solution is re install Sophos but it's not for always.

Thank you !



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  • Hi

    can you precise the command?? Thank you

  •  I suggest you hide some details in your posts. for example, I'd hide the endpoint and customer ID's.

    Maybe bad guys can use them for whatever bad things.

  • You should investigate the heartbeat.log on the client itself. You had the log in the initial post. https://support.sophos.com/support/s/article/KB-000038787?language=en_US

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  • to 's suggestion about the console manipulations.

    this is our current setting about synchronized-security:

    console> system synchronized-security delay-missing-heartbeat-detection show
    60
    console> system synchronized-security suppress-missing-heartbeat-to-central show
    0
    
    
    

    and I increased it both by 30 sec each now

    console> system synchronized-security delay-missing-heartbeat-detection set seconds 90
    { "missing_hb_duration": 90 }
    console> system synchronized-security suppress-missing-heartbeat-to-central set seconds 30
    { "suppress_missing_hb_to_central": 30 }
    

  • Keep me inform about the result :)

  • With TCPDUMP what i have on the port 8347

    Why Amazonaws?? Because it's use the amazon storage ?

    10:22:48.974103 Port1, IN: IP CTX0006.francois.int.49690 > ec2-52-5-76-173.compute-1.amazonaws.com.8347: Flags [.], ack 2921, win 513, length 0
    10:22:49.031050 Port1, IN: IP CTX0006.francois.int.49690 > ec2-52-5-76-173.compute-1.amazonaws.com.8347: Flags [.], ack 4097, win 508, length 0
    10:22:49.031056 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.49690: Flags [P.], seq 4097:5163, ack 240, win 237, length 1066
    10:22:49.043948 Port1, IN: IP CTX0006.francois.int.49690 > ec2-52-5-76-173.compute-1.amazonaws.com.8347: Flags [P.], seq 240:1545, ack 5163, win 513, length 1305
    10:22:49.044341 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.49690: Flags [P.], seq 5163:5214, ack 1545, win 260, length 51
    10:22:49.048782 Port1, IN: IP CTX0006.francois.int.49690 > ec2-52-5-76-173.compute-1.amazonaws.com.8347: Flags [P.], seq 1545:1586, ack 5214, win 513, length 41
    10:22:49.089257 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.49690: Flags [.], ack 1586, win 260, length 0
    10:22:49.101260 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.63578: Flags [F.], seq 31, ack 1, win 1472, length 0
    10:22:49.173791 Port1, IN: IP CTX0006.francois.int.49690 > ec2-52-5-76-173.compute-1.amazonaws.com.8347: Flags [P.], seq 1586:1844, ack 5214, win 513, length 258
    10:22:49.173810 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.49690: Flags [.], ack 1844, win 280, length 0
    10:22:49.173982 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.49690: Flags [P.], seq 5214:5288, ack 1844, win 280, length 74
    10:22:49.177236 Port1, IN: IP CTX0006.francois.int.49690 > ec2-52-5-76-173.compute-1.amazonaws.com.8347: Flags [P.], seq 1844:1879, ack 5288, win 512, length 35
    10:22:49.217257 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.49690: Flags [.], ack 1879, win 280, length 0
    10:22:49.276024 Port1, IN: IP CTX0006.francois.int.49690 > ec2-52-5-76-173.compute-1.amazonaws.com.8347: Flags [P.], seq 1879:1933, ack 5288, win 512, length 54
    10:22:49.276029 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.49690: Flags [.], ack 1933, win 280, length 0
    10:22:49.276129 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.49690: Flags [P.], seq 5288:5321, ack 1933, win 280, length 33
    10:22:49.334639 Port1, IN: IP CTX0006.francois.int.49690 > ec2-52-5-76-173.compute-1.amazonaws.com.8347: Flags [.], ack 5321, win 512, length 0
    10:22:49.393281 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.63578: Flags [FP.], seq 0:31, ack 1, win 1472, length 31
    10:22:49.969260 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.63578: Flags [FP.], seq 0:31, ack 1, win 1472, length 31
    10:22:51.121262 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.63578: Flags [FP.], seq 0:31, ack 1, win 1472, length 31
    10:23:00.241514 Port1, IN: IP CTX0006.francois.int.49690 > ec2-52-5-76-173.compute-1.amazonaws.com.8347: Flags [P.], seq 1933:2005, ack 5321, win 512, length 72
    10:23:00.241654 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.49690: Flags [P.], seq 5321:5354, ack 2005, win 280, length 33
    10:23:00.334313 Port1, IN: IP CTX0006.francois.int.49690 > ec2-52-5-76-173.compute-1.amazonaws.com.8347: Flags [P.], seq 1933:2005, ack 5321, win 512, length 72
    10:23:00.334319 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.49690: Flags [.], ack 2005, win 280, options [nop,nop,sack 1 {1933:2005}], length 0
    10:23:00.388964 Port1, IN: IP CTX0006.francois.int.49690 > ec2-52-5-76-173.compute-1.amazonaws.com.8347: Flags [.], ack 5354, win 512, length 0
    10:23:04.066214 Port1, IN: IP CTX0006.francois.int.49690 > ec2-52-5-76-173.compute-1.amazonaws.com.8347: Flags [P.], seq 2005:2046, ack 5354, win 512, length 41
    10:23:04.066240 Port1, OUT: IP ec2-52-5-76-173.compute-1.amazonaws.com.8347 > CTX0006.francois.int.49690: Flags [.], ack 2046, win 280, length 0

  • Sophos uses a WAN IP for Heartbeat to keep sure, it always hits the Firewall (default gateway). 52.5. 76.173 See: https://docs.sophos.com/nsg/sophos-firewall/18.0/Help/en-us/webhelp/onlinehelp/nsg/sfos/concepts/SecurityHearbeat.html#:~:text=Communication%20channel,76.173%20on%20port%208347.

    Its actually not the a AWS Ressource, instead its the firewall, acting like this IP. 

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  • Now for unknown reason it's green... i don't change anything... pff

  • I guess, the user started using the machine at 9:55