SGE Laptop password change issue

Question

I've done some hunting around here and with Google and haven't found a solution to this.

I have a user who just changed their password in Windows. Now, whenever they reboot the system, POA doesn't recognize the new (or old) password and locks up, and I have to get her on the system via a Challenge Reponse. The interesting thing is, when I had her just log off windows and then log back onto Windows with the new password, a Sophos window popped up asking for the old password. When that was entered, we got a message:

Unable to import certificate.

I've never seen this error on a system before in our enterprise. Sophos of course refused the old password (which was the correct one according to the previous Challenge Response action).

I'm not exactly certain how to proceed to resolve this. Does anyone have any suggestions?

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JuJo · Accepted Answer

Try deleting the user's cert from Management Center - select your domain - find the user - click on Certificate tab - delete the cert listed for them. Do challenge-response on the machine and login to windows as that user (with the correct user id and password). Tell Sophos to sync - r-click on keyhole, click Synchronize. Check the status after a few minutes and once there are no more packets, see if they are listed as an SGN User. Look in the Management Center and see if the user has a new certificate listed (you'll have to refresh to see it).

If you are syncing with AD, you'll want to make sure you sync Sophos with AD before you login so it syncs the correct password.