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Unwanted Heartbeat users showing up as "Live Users" next to VPN users

stephang_01

I have an XGS 3100 firewall.  In the Control Center, I see Connected Remote Users and Liove Users.  Everyone in the former group appears in the Live group, but the Live Users group contains one or more "Heartbeat" users.  I don't know why they are there and how can I prevent myself from seeing them?



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  • 0

    Hello there,

    Good day and thanks for reaching out to Sophos Community and hope you are well.

    Have you tried purging the Security Heartbeat reporting? Under Reports>Custom Report Settings>Manual Purge - Select the duration From - Up To of you want to clear. Kindly try and let us know and if possible after the purge schedule a reboot and see if helps with this concern. 

    Thanks for your time and patience and thank you for choosing Sophos.

    Cheers,

    Raphael Alganes
    Community Support Engineer | Sophos Technical Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

  • 0 in reply to Raphael Alganes

    Thanks, Raphael.  I ran the purge but I would still like to understand exactly what a Security Heartbeat is.

  • 0 in reply to stephang_01

    Hello, 

    Does purging removed the heartbeat clients on the live users list? Do you have previously installed Sophos Central Endpoint on the detected machines? As per current design, if any endpoint has first got into missing heartbeat status (lost heartbeat connection but traffic from endpoint flows through the FW) and has been removed (non-existing), the status for that endpoint will continue to show in missing heartbeat state until that endpoint again connects back and thus purging might help in cleanup.

    Hope this info helps. Thanks for your time and patience and thank you for choosing Sophos.

    Cheers,

    Raphael Alganes
    Community Support Engineer | Sophos Technical Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

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  • 0 in reply to stephang_01

    Hello, 

    Does purging removed the heartbeat clients on the live users list? Do you have previously installed Sophos Central Endpoint on the detected machines? As per current design, if any endpoint has first got into missing heartbeat status (lost heartbeat connection but traffic from endpoint flows through the FW) and has been removed (non-existing), the status for that endpoint will continue to show in missing heartbeat state until that endpoint again connects back and thus purging might help in cleanup.

    Hope this info helps. Thanks for your time and patience and thank you for choosing Sophos.

    Cheers,

    Raphael Alganes
    Community Support Engineer | Sophos Technical Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

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