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Remove non-existing Clients from missing heartbeat list

How to remove a non-existing endpoint from Sophos Firewall Control Center which shows the endpoint with "missing hearbeat" state 175 days ago. The endpoint was decomissioned and Sophos endpoint uninstalled and removed from Sophos Central about 6 months ago. Rebooting the FW doesn't help. FW is running SFOS 19.5.1 MR-1-Build278 (just installed today).

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Laxmikant Agarwal over 1 year ago in reply to Hugo Moerenhout +2 verified

Hi @Hugo, As per the current design, if any endpoint has first got into missing heartbeat status (lost heartbeat connection but traffic from endpoint flows thru the FW) and thereafter has been removed…

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0 GlennSen over 1 year ago

Thank you for reaching the community forum.

Have you tried purging the Heartbeat reporting? If not? You can try it and let us know. Select the last 3-month report when performing the purge.

Glenn ArchieSeñas (GlennSen)

Global Community Support Engineer

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0 Hugo Moerenhout over 1 year ago in reply to GlennSen

endpoint is still "missing" after the manual purge last 3 month and purge AUG-DEC 2022 period (when problem started). In the log viewer, i see a "missing heartbeat" of the "PCTechniek' on a daily basis. except from yesterday 16/3/2023 (after FW 19.5 upgrade)
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0 emmosophos over 1 year ago in reply to Hugo Moerenhout

Hello there,

Thank you for contacting the Sophos Community.

Can you look at this RR and let us know if this helps with the issue?

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
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0 emmosophos over 1 year ago in reply to Hugo Moerenhout

Hello there,

Thank you for contacting the Sophos Community.

Can you look at this RR and let us know if this helps with the issue?

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Hugo Moerenhout over 1 year ago in reply to emmosophos

The RR doesn't match my situation. Heartbeat clients are correctly shown, except the non-existing computer remains shown as "missing"...
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+1 Laxmikant Agarwal over 1 year ago in reply to Hugo Moerenhout

Hi @Hugo, As per the current design, if any endpoint has first got into missing heartbeat status (lost heartbeat connection but traffic from endpoint flows thru the FW) and thereafter has been removed (non-existing), the status for that endpoint continue to show in missing heartbeat state until that endpoint again connects back.

Regards

Laxmikant
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