Change user password in Active Directory and Sophos allways ask for the old password. (Windows 10 Bitlocker)

Question

Hello, 
 we use Sophos Safeguard 7. 
 
 It works very good but when i change an password in the active directory (eg. when a user don&rsquo;t know his password) 
 When I try to login into Windows a Sophos window appears and ask for the old password for the keychain. 
 
 But the user forgot his password. I can klick an abort but at the restart he asks again&hellip; 
 What can I do? 
 
 If the user changes his password by his own with windows everything work fine and Sophos make direct an keychain or change the password of the keychain.

FormerMember · Accepted Answer

Hello Denis, 
 If you change the password in AD it will be out of sync with SafeGuard, the best way to change a password is to hit Ctrl + Alt + Del on the client machine > Change a password > Create the new password.

livia zero · Answer

Does the computer need you to input your windows password? can you log in your windows? If not maybe you need a password tool to solve it by http://www.passwordmanagers.net/products/Windows-Password-Reset-Software-3.html it is safe and reliable, you can try

MarkWheeler · Answer

One way that we get around this problem is to delete the user's certificate from the SafeGuard console. 
 That way, when the user logs on again, a new certificate is created based on the new password and downloaded to the client. 
 There may be issues with doing this, however, but it works for us in our environment.