The customer is currently preparing to activate the SafeGuard license renewal，But Customer feedback What should they do if they forget the Certificate store password and Token PIN?
Have you ever encountered a similar problem？How should it be solved?
Are any of their security officers bound to a domain or is this the ONLY user to log in with that’s known to the organisation?
I confirm with the customer whether the domain is bound. If there is no bound domain, what should I do next?
I would open a support call with Sophos first off, best having them on your side first! You'll need to have a copy of your certs AND the passwords set to over-ride the cert store password. They will need to have a good search on their server and see what WAS backed up/written down intially. This article may help a little - Sophos 5.6 console - forgot password and MSO, any way to recover? - Discussions - Encryption - Sophos Community
Ok, thank you for your reply, I refer to the link you sent to check first, I hope it can solve my problem