Firewall Synchronized Security information missing in Sophos Central.

Hi Randy Cleveland 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.

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.

 Randy Cleveland  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. 

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 Randy Cleveland 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.

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 Randy Cleveland 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. 

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