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Security Heartbeat Authentication Issue

NickMarot

Hi,

We have setup the Cloud version and We can login fine and track all desktops etc. When we type in the credentials to Heartbeat on the XG firewall the cursor thinks about it and then message with "Temporary error while accessing Sophos Cloud, please try again". On the cloud console the network tag appears and we can view the registered XG firewall appliance. The result is that it is not activated. We have tried rebooting the device, changing cloud password, etc. We have successfully enable same on other XG firewalls.

Thanks in advance.

Regards Nick.



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    Our first box had the same issue. The reason was that not all of our boxes sit at the edge of our network, but some XG FWs pass through another XG FW to get to the internet. How our ISP had their side configured, the WAN IP of the XG FW was never intended to reach the internet, only the traffic from the LAN side would pass through to the LAN side of the edge XG FW then to the internet. We had to put extra routing commands in the edge XG FW to get the XG FW WAN interface traffic out to the internet.

    Run a ping from the WAN interface and make sure you can ping 8.8.8.8 or something like that. Its not likely your issue is the same mine was, but thought I would throw that out to you.

    JD
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  • 0
    Our first box had the same issue. The reason was that not all of our boxes sit at the edge of our network, but some XG FWs pass through another XG FW to get to the internet. How our ISP had their side configured, the WAN IP of the XG FW was never intended to reach the internet, only the traffic from the LAN side would pass through to the LAN side of the edge XG FW then to the internet. We had to put extra routing commands in the edge XG FW to get the XG FW WAN interface traffic out to the internet.

    Run a ping from the WAN interface and make sure you can ping 8.8.8.8 or something like that. Its not likely your issue is the same mine was, but thought I would throw that out to you.

    JD
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