Change user password and Sophos always ask for the old password.

Question

Here's a scenario. 
 User is prompted to change AD password 
 User changes the password before it expires 
 User is prompted to input the old password ( at this point anything we try does not work even if we know the old password) 
 I have the use click cancel, the user is OK until the machine is rebooted. 
 
 I have deleted the users cert, I have removed the machine from sophos console, i spent hrs with support and still have this as an issue. 
 I was told i need to de-crypted the drive (uninstall everything related to safegard) reinstall and re-encrypt 
 This solution does not work as we have many machines in different location. 
 Is there another solution to this issue. It seems that the machine and the console never get a full 100% sync. 
 Are there any command line tools i can run and see the sync status where it's failing. 
 Note: When this happens the SGN user state is Unknown (or unassigned i don't remember the exact message) and the Policy Cache State always has 5 or 9 packets waiting for transmission - it never transmits the packets. 
 Anyone has any info on this please let me know. Thank you 
 
 Windows 7 x64 Pro 
 Sophos SafeGuard 7.00.2.23

FormerMember · Answer

Hi Albert, 
 When you change the password in AD SafeGuard can't see the password change and so prompts you for the "old password" that it still has a record for. 
 The best way to change a password is: 
 1. Ctrl+Alt+Del on the SafeGuard Client 2. Change a password.. 3. Enter the new password 4. Sync the SGN client 
 If you do have to change the password in AD you'll get the old password prompt, we have a KB for that community.sophos.com/.../112239