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Firewall Synchronized Security information missing in Sophos Central.

We have several Sophos Firewalls, and most of them are showing correct Synchronized Security information in Sophos Central.

For Example:

Two of these firewalls above aren't showing any data about Applications or endpoints.

I've checked the firewalls, and they are set up the same.

What would possible reasons be for this?

It's not affecting the firewall performance or anything, it's just something I've noticed for a while and could not find a reason for it.



Added TAGs
[edited by: Raphael Alganes at 3:38 PM (GMT -7) on 9 May 2024]
  • Hi  Thank you for reaching out to the Sophos community team. For the affected firewalls for which the (Syn Sec ) status icon is not showing on Sophos Central from those firewalls can you please validate the below details:

    1)#cat /log/garner.log | grep -i "Response code: '403'"

    To confirm whether any 403 error response is there or not.

    2) #csc custom status

    The above command is to see if any process or operation showing under a continuous busy state or not.

    Please share both the above details from affected firewalls to confirm more and to provide you with further information on this.

    Regards,

    Vishal Ranpariya
    Technical Account Manager | Sophos Technical Support

    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question use the 'This helped me' link.

  • I found a few where the features were not activated, which is odd because they are in a firewall group, but there are some where it is activated, but still not reporting.

  •    Thanks for your quick response on this, For those where the feature is not activated, the issue should be fixed after enabling the same from the Firewall end however where the feature is activated and still not showing an icon on central from them you may share those requested output details. 

    Regards,

    Vishal Ranpariya
    Technical Account Manager | Sophos Technical Support

    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question use the 'This helped me' link.

  • There are 403 errors on one where it's enabled, and Busy state of the csc command didn't return anything busy.

  • It appears that I cannot activate the Security Heartbeat and Application Control on some of them.  When I try, nothing happens.

  • Hi  I would suggest opening a support investigation case on this to confirm and validate more and if the case is already opened please share the case ID for reference to review its progress or to add an internal note.

    Regards,

    Vishal Ranpariya
    Technical Account Manager | Sophos Technical Support

    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question use the 'This helped me' link.

  • I have one that is returning the following when using the csc command along with the 403 errors:

    Busy service:
     garner

    Service Queue of garner:
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:reconfig                   6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:sync_geoip_cache           6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:sync_gr_cache              6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:reconfig                   6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml                    6
     garner:get_xml ...
    XGS107_SN01_SFOS 20.0.0 GA-Build222#

  • Hi  For this particular firewall based on this output, Looks like garner service is stuck because of that it is unable to perform the re-config operation,  it may result in an issue communicating with the central, which is why the 403 error is appearing. Please log a support case to review it further and to recover the garner service which should fix the "Firewall Synchronized Security information icon missing" in Sophos Central for this firewall once the garner service works fine. Once the Support case is open please share the case ID here or via DM, so I can add an internal note over it for quicker progress on log collection details. 

    Regards,

    Vishal Ranpariya
    Technical Account Manager | Sophos Technical Support

    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question use the 'This helped me' link.

  • Thanks.  I'll have to do a support case next week. 

  • Hi   Unfortunately my reply to DM is failing to you - this may be due to your profile privacy settings but I have reviewed the progress of shared case ID and I have added an internal note in terms of logs collection and to drive it further! Thanks. 

    Regards,

    Vishal Ranpariya
    Technical Account Manager | Sophos Technical Support

    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question use the 'This helped me' link.