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Sophos blocking a website for one user

This user is having issues w/ two websites. When going to the websites it loads like normal, then gets stuck on the login screen. The user can type in credentials and hit "login", but it will not do anything. Sometimes it does and reroutes back to login screen. Any ideas? She has unrestricted internet due to her job, and even people with restricted internet are able to access. We tried multiple browsers, computers, still nothing just for this particular user. 



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  • Hi Katherine,

    Thank you for reaching out to Sophos Community.

    Have you tried to use any how-to videos, documentation, Sophos Assistant, or KBA to try to check the issue?

    Based on the situation, the User can access the website but can't authenticate and is routed back to the login screen. Also no issues with Hardware

    Since other users can access the website without any issues and only one user is affected, kindly check the User Account and try to do the following:

    • Kindly try to Reset the user's password on the websites.
    • Create a test account that replicates the affected user.
    • Check the Log viewer for any hint that might assist us.
    • Also any logs from the Website you're trying to access?

    Erick Jan
    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.

  • I have checked the account and also used someone with the same account information and privilege's, but they are able to access it. The user is also able to access as long as she is logged in under someone else account (for example, I was logged into my computer, went to the website, had her login, and she was able to access it, but only because it was under my Windows account it seems.) I've had this user try multiple computers, but no luck. In the developer tools it says:

  • Hi Katherine,

    Based on your isolation, this issue only occurs once logged in to the user's Windows Account. 

    The issue might not be on the firewall level, as you can access it using another Windows account. Nevertheless, kindly check the logs to see if there are any which might assist us. Were there any logs from the Log Viewer?

    • Also, have you tried to recreate the Windows Account?
    • Check for any Windows account-related logs that might be causing the issue.
    • Kindly also compare the logs of using others' Windows accounts to log in and the user's account.

    Erick Jan
    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.

Reply
  • Hi Katherine,

    Based on your isolation, this issue only occurs once logged in to the user's Windows Account. 

    The issue might not be on the firewall level, as you can access it using another Windows account. Nevertheless, kindly check the logs to see if there are any which might assist us. Were there any logs from the Log Viewer?

    • Also, have you tried to recreate the Windows Account?
    • Check for any Windows account-related logs that might be causing the issue.
    • Kindly also compare the logs of using others' Windows accounts to log in and the user's account.

    Erick Jan
    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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