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Sophos Central End User Portal

Emile Belcourt

Hello team,

I am having trouble with the Sophos Central End User Portal wherein upon logging in it simply has a blank screen. Upon inspecting the page I'm finding I'm getting errors on several devices on two different networks with different browsers the same result of which the error are 403 Forbidden for AWS resources as below:

Is the system down and I'm being impatient?

Additionally I'd like to send daily quarantine reports to my users because right now it only looks like users have to log in to see their quarantined items which is impractical? Is this feature being implemented soon?

^Edit: I have just seen the product roadmap, above question regarding quarantine reports was answered there :)

Many thanks,

Emile



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  • 0

    Hi Emily,

    Please follow the recommendations below:

    What to do

    1. Record the exact time that the error occurred and include your region (EU, AU, NA, etc.).

    2. Record what you were doing when the error occurred. (For example, send the link you clicked, or the page you were on, and screenshots).

    3. Right click on the page where the error occurred and select Save as...
      This saves a log file that you should provide in the case.

    4. Record what you did to resolve this error: (For example, refreshed the page, logged out of the dashboard and then back in, closed the browser) Did it work?

    5. Record the browser type and version that you were using when the error occurred.

    6. Can I ask you to also collect a 'HAR' file for escalation - please use this article:

    https://community.sophos.com/kb/en-us/119588

    7. Create a case. Go to your Sophos Central dashboard and then select Help > Create Support Ticket.

    8. Make sure you include all the information recorded in steps 1 to 5 in your ticket before you submit it to Support.

     

    Hope this helps.

     

    Thank you!

Reply
  • 0

    Hi Emily,

    Please follow the recommendations below:

    What to do

    1. Record the exact time that the error occurred and include your region (EU, AU, NA, etc.).

    2. Record what you were doing when the error occurred. (For example, send the link you clicked, or the page you were on, and screenshots).

    3. Right click on the page where the error occurred and select Save as...
      This saves a log file that you should provide in the case.

    4. Record what you did to resolve this error: (For example, refreshed the page, logged out of the dashboard and then back in, closed the browser) Did it work?

    5. Record the browser type and version that you were using when the error occurred.

    6. Can I ask you to also collect a 'HAR' file for escalation - please use this article:

    https://community.sophos.com/kb/en-us/119588

    7. Create a case. Go to your Sophos Central dashboard and then select Help > Create Support Ticket.

    8. Make sure you include all the information recorded in steps 1 to 5 in your ticket before you submit it to Support.

     

    Hope this helps.

     

    Thank you!

Children
  • 0 in reply to MOFS

    Hi Savin,

    It appears to be resolved after I changed my administrator email address from our old .co.uk to the new .com, which is what was used to set up self service portal. I've got a case open to see if they would like the information from before I made the change.

    Changed it off the bat because I was looking at the admin dashboard and noticed I could now change the administrator logon email so did it. Then when I went back to testing the self service portal, everything worked!

    Issue resolved for this problem which may only affect users who have a multi email domain set up or they change their email domain.

    Emile

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