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Random missing heartbeats blocking internet access

AndersK

I have an issue with synchronized security where the heartbeat changes from green to missing and sometimes red, randomly during the day. The changed state lasts from 1-10 seconds and creates an interruption in the internet connection which create problems for Office 365 services as Exchange Online, SharePoint online etc. After the interruption Outlook sometimes prompts for a new sign in and Office documents opened from SharePoint are saved locally instead with an sign in error message in Office Upload client.

 

Windows power settings brings the computers to sleep after 5 hours so thats not the issue. I've also tried to disable power saving on the network adapters with no success. I've created a separate firewall rule in the top to always allow access to Sophos servers as this was recommended by Sophos staff in another thread, but this makes no difference.

Any ideas about this?



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  • 0

    Did you figure anything out on this?

  • 0

    Hello  

    From what you are describing sounds like the endpoint's health and MCS services are either restarting due to an update or the computers are coming out of sleep/hibernation.  What you are seeing is expected behaviour as Windows does not have a way to start services in a specific order.

    Sophos is aware of this issue and has a fix for this.  This was supposed to have been released in 3rd quarter of 2019 for the endpoint but this has been put on the backlog.  Tracking ID is WINEP-19248.  You will have better luck on the Endpoint forum in finding out if this has been released.

    Thanks!

    KingChris
    Community Support | Sophos Support
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  • 0 in reply to KingChris

    I have the same problem and I can add problems with  missing heartbeat when my endpoints change between networks, for example: when they connect to other VPN, connect to wifi later return to office, etc.

    I see firewall's logs and the missing heartbeat status take to refresh 2 minutes approx. Long time to disconnect from internet and other connectivity tools.

     

    anyone have a solution to this?

     

    please your suggestions

     

    Regards

     

    Vanessa

  • 0 in reply to vanessav5

    Yes, that´s a permanent problem: Our Users got Notebooks, e.g .the grab their notebook for a meeting and disconnect the ethernet connection. For the meeting they are connected via wifi. After reconnection ethernet they will have a red heartbeat and the only solution is a mix of deactivating wifi, unplugging ethernet and restarting the device.

    That´s no usable business solution.

  • 0 in reply to Jens Thiel

    I can tell that we have such issues also with some sort of bad drivers of Intel WiFi Cards on Fujitsu Devices, even when the notebooks are currently in stationary use and LAN connected with WiFi enabled but disconnected, the WiFi Card is for some reason sometimes triggering an event (Windows System Eventlog):  

    Warning 14.10.2020 08:50:47    Netwtw08    6062  
    6062 - Lso was triggered

    In that case, Heartbeat sees a change of network on the client and HB is reinitialized. In that moment, the client status on the Firewall becomes red and the user has no access to HB enabled rules.

    After a few seconds to 1 or 2 minutes, the client will reconnect to HB.

    Not a Sophos issue, but also annoying.

  • 0 in reply to LHerzog

    Thanks! I can observe the same event - the difference to your described behavior is, that the HB will not change to green as long as we do not take action like described above.

    Currently I will try the tool "Wireless AutoSwitch": It deactivates the WiFi card after connecting the ethernet port (and activates WiFi after disconnecting ethernet). I hope this will ensure, that the HB will be reinitialized.

  • 0 in reply to Jens Thiel

    Jens Thiel I suggest updating to Intel PROSet/Wireless-Software driver to v21.120.2 or v22.0.0. This solved the restart of WiFi Adapter during working hours here for us. A workaround is to disable energy saving features on the adapter in Windows.

    The vendor (Fujitsu) only provided v20.70.16.4 for our notebook model.

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