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Getting login error when trying to log into management console the 1st time

Cathy Burt

I have 2 users that are getting errors when they are trying to log onto the management console for the 1st time. The first 2 users had no issues at all. One error is "The certificate for the requested officer could not be found or the private key is not accessible. Would you like to import the certificate now?" The second error is about the database which the information is correct (3rd picture).

I need them to have access to the console so they have the ability to delete workstations since we are re-imaging our Win 7 machines and upgrading to Win 10. I was advised that the old machine name which is listed for the Win 7 should be removed prior to re-imaging the machine as we are keeping the same machine names. I was informed that if we didn't delete the machines prior, that Safeguard could potentially still keep the old key.

 

Then if we say Yes which is not what we want to do, we get this.

 

Other user error:



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  • 0

    How did you make these users? Using the security officers users function?

     

    I found creating security officers was far easier and then meant we could use their AD password to access the console too.

     

    Are you logging out of the server to test this and logging on as the new user (and therefore new/different profile) or just logging out of the console?

  • 0 in reply to MichaelMcLannahan

    They were created as security officers.

     

    The console has been placed on the VM that the Help Desk accesses. The other 2 users have no issues logging in and neither do I. I created another security group called Help Desk Advance and granted them permissions to only see the User & Workstation OU's. They need access to just these 2 since they need to have the ability to remove/delete workstations and to be able to remove a User's certificate. We get multiple errors where the user can't log in as Safeguard is looking for their old password. To fix this their certificate needs to be remove and once they log back in, they are good.

     

    I even had 1 user actually log into the Safeguard server and he got the same error.

     

    I need assistance in getting this fixed as soon as possible, please.

  • 0

    Hi Cathy, 

    The first two screenshots say that the login profile is looking for the valid certificate. Every profile will look for a valid certificate to authorize during the login. All you need to do is to choose the certificate (Which would have been created while you were creating this profile) and enter the certificate store password that you have set up during the initial configuration.

    The third screenshot is because the profile logged in doesn't have required rights to access the SGN Database. Please ensure the login profile has  Read/Write access to the SGN Database (DBOwner should also do).

    Please refer to the article SafeGuard Enterprise administrator help

    Haridoss Sreenivasan
    Technical Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
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