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Safegaurd keeps saying users username and password is incorrect - but not

Hi.

I have a few users lately where Safeguard is saying that their username and password is incorrect. However when I try their password I get the same thing. I can get them logged back and sync'd the safeguard server and they can login back in, but every now and again it locks them out again. Active Directory accounts are not locked.

Some of the trouble shooting I have done is:

1: Checked the last key received, last certificate received and last server contacts are all the same

2: Checked the users status which should sgn user (owner)

3: Removed and re-added the certificate and sycn'd with the safeguard server. The key, cert and server contact all match up fine, user is the owner.

4: Removed the cert from the management console and got the user to add their password when they are prompted. This does not work either.

I'm suspecting that the newer windows version are having a problems. Some of the users are on 2004

The version of safeguard that is being used is 8.0.

Any assistance would be great.

Thanks,

Rob.

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0 MichaelMcLannahan over 3 years ago

Hi - Not what you want to hear, but you WILL need to update these clients to a newer version. This link lists all the versions nicely

SafeGuard Enterprise: Supported clients on Windows 10 versions (sophos.com)

I wouldn't expect this to cause password issues, at least this would be the first I've heard of it - but having a known compatible version/client is the first starting point I'm afraid!
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0 Robert Baker-Sherman over 3 years ago in reply to MichaelMcLannahan

Thought that would be the case. It doesn't happen all the while though that is the weird thing. Are there any other suggestion?
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0 Robert Baker-Sherman over 3 years ago in reply to MichaelMcLannahan

Thought that would be the case. It doesn't happen all the while though that is the weird thing. Are there any other suggestion?
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0 MichaelMcLannahan over 3 years ago in reply to Robert Baker-Sherman

In your step4 I personally delete the cert/key of the server for the user, and then get them to log off and back on. Once "Initial user synchronisation" is seen - They should be good to go. Are you saying that doesn't happen, or it doesn't prompt? Can you also confirm that the users ARE logging in with the Sophos "cog"/Credential provider?
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0 Robert Baker-Sherman over 3 years ago in reply to MichaelMcLannahan

I can retry that step, but when I 1st did it, it never sync'd with the server until I added the users cert back. They are using the cog login. I have got the laptop back and currently testing it with the user login. I can't seem to replicate the issue.
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0 MichaelMcLannahan over 3 years ago in reply to Robert Baker-Sherman

Are these local users or domain bound Robert?
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0 Robert Baker-Sherman over 3 years ago in reply to MichaelMcLannahan

Domain accounts I thought that win 10 cached the credentials which allow users to login?
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0 MichaelMcLannahan over 3 years ago in reply to Robert Baker-Sherman

Yes if you have it configured that way - that's the default. If I ever get a user cert/key mismatch, they should still be able to log in. However they will see an exclamation mark over the SSSG icon and often a secondary prompt to log in again. I then remove the key on the server - get them to log in again (sometimes twice - I think some hardware is too quick for Sophos!) and then the device syncs and recreates the cert/key again with the correct details.
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0 Robert Baker-Sherman over 3 years ago in reply to MichaelMcLannahan

Interesting it do see this in the management centre , Logon SGNCredProv failed. Logon method: password. Reason: Authentication failed, I think this is safeguard trying to contact the server. Are there any logs on the machine that could give a reason for it? I've managed login in every time to the laptop that I am testing. I've disconnected it from the corporate network and put it on an external facing access point to see if I can replicate it. I will need to connect to the VPN as well at some point. I personally think it is going to be very tricky pin point what the cause is.
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0 FormerMember over 3 years ago in reply to Robert Baker-Sherman

you should nav to the sgn server URL from the client and see if it displays properly without a cert error
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0 Robert Baker-Sherman over 3 years ago in reply to FormerMember

Is there a way to decrypt the hard drive? Tried removing it but does not decrypt. Let me know ASAP
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0 MichaelMcLannahan over 3 years ago in reply to Robert Baker-Sherman

Yes, but this is dependant on policy. IF you have decryption/uninstall available in the active policy then it will. Or create a policy that allows it, install this and then decrypt or uninstall if needed. If you just try to decrypt the SSG will overpower this and just re-encrypt. This is for security - it's not a fault.
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0 Robert Baker-Sherman over 3 years ago in reply to MichaelMcLannahan

From the policies I can see the decryption isn't on any group policy. how would we decrypt the hard drive once applied? When building machines I would use powershell and use command manage-bde -on c: This encrypts the drive. Would the reverse need to be done? Also I have noticed that out of the box machine encrypt straight away. Is worth decrypting before adding safeguard?
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