Unable to login

Question

Hello everybody, 
 
 For nearly 2 weeks now I am unable to log in into Sophos Central. 
 2 weeks ago I changed phones and forgot to take over my Google Authenticator. This is where I screwed up....I know. 
 Next thing I did was trying to login over mail. 
 
 Unfortunately this does not work either. Everytime I tried it I received a security code via mail but I was also required to put in a pin which I do not have. 
 So after realizing that I got locked out I contacted support@sophos.com to remove my authenticator or help me in any other way to log back in again. The first week nothing happened and then I got an answer "We will contact you soon"....Awesome work guys! 
 Forward another week and here I am. I am not able to log in and support is not helping at all. Maybe some of you know what I could do.

Aditya Patel · Accepted Answer

Hi All , 
 We apologize for inconvenience caused, We have identified the issue is due to an Upgrade for Sophos Central Admin , 
 If an Admin user can still login to the Sophos Central Admin dashboard, they should fix the other admin users that cannot login by implementing the steps indicated below:

Delete the admin users that can no longer login to Sophos Central Admin.

Create these same users again in Sophos Central Admin and apply the admin role again in role management.

These admin users will then receive an email to create new passwords for their accounts.

They should now be able to login to the Sophos Central Admin dashboard again.

Let us know if these steps does not resolve the issue . 
 Thanks and Regards 
 Aditya Patel | Network and Security Engineer

Jstrumin · Answer

I cannot log into the Sophos Central Admin. There is no "Admin user that can still login to the Sophos Central Admin dashboard". So what is the resolution?

Derek Lauro1 · Answer

John, 
 I ran into this same issue. Open a support ticket and they will have to recreate your account for you.

Ash Bennett · Answer

Hi All, 
 I have been struggling with this since the weekend also, multiple browsers on multiple computers. I ended up logging into Sophos Central using a different account to my usual. 
 Sophos has updated Role Management (I think its called) and it turned out that my usual account had been deleted in the process of the upgrade I'm assuming. I had to re-add the account and I'm good to go. 
 I hope this is of some help. 
 Ash