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Unable to login

StevenOsterwald

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.



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  • +2

    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:

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

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

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

    4. 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

    Regards,

    Aditya Patel
    Global Escalation Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • +1 in reply to Aditya Patel

    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?

  • +1 in reply to Jstrumin

    John,

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

  • 0 in reply to Derek Lauro1

    HI Derek 

    If you are facing such issue, then you may need to open a Service request for the same issue . They would create an Admin Account for you to login.

    Let us know if you are facing any issue with the same issue . 

    Thanks and Regards

    Aditya Patel 

    Regards,

    Aditya Patel
    Global Escalation Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to Aditya Patel

    I am facing the issue. Please open a request to have someone reach out to me?

  • 0 in reply to Jstrumin

    HI JohnStruminikov ,

    You may need to open a service request or drop a mail at support@sophos.com  . Mention your License details to avoid further delays and you may private message me so I may follow on your issue. 

    Thanks and Regards

    Aditya Patel

    Regards,

    Aditya Patel
    Global Escalation Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to Aditya Patel

    Hello Aditya,

    Today and since a week ago I am presenting the same problem. I opened a support case [#8762696]  and I still do not receive that solution you indicate. 

    My credentials are in order and I have done many tests on different computers and browsers.

    I have also performed the process of resetting password several times.

    The notifications keep coming to the email but I can not enter the console for corrective action.

    Juanz

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  • 0 in reply to Aditya Patel

    Hello Aditya,

    Today and since a week ago I am presenting the same problem. I opened a support case [#8762696]  and I still do not receive that solution you indicate. 

    My credentials are in order and I have done many tests on different computers and browsers.

    I have also performed the process of resetting password several times.

    The notifications keep coming to the email but I can not enter the console for corrective action.

    Juanz

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