any ideas on how to resolve?
Hi Nicola Barry
It generally happens if the user forgot the password, as a result, it will not accept it and show this error message. But it can happen with 1 or 2 users, not with most of the users in the company simultaneously.
If this happens with the many users simultaneously, there is an issue of AD sync where passwords of the users are not properly synced after the installation of the Safeguard client.
If it is happening with 1 or 2 users, you can use this article to reset the password.
Jasmin Community Support Engineer | Sophos Support Sophos Support Videos | Knowledge Base | @SophosSupport | Sign up for SMS Alerts | If a post solves your question use the 'This helped me' link