The Sophos Community will be unavailable from 13:00 to 18:00 UTC this Saturday, October 1st for upgrades. Stay tuned to our Twitter account @SophosSupport for updates.
Quite often a user's password is changed directly in Active Directory or on a machine which did not have the SafeGuard client installed on. As the SafeGuard client was not there to capture the password change, and update the user's certificate, SafeGuard is unaware the user has changed their password. As a result, SafeGuard prompts the user for an 'old password' when they try to log in to their Windows profile.
If the user knows their old password, simply entering it into the prompt will update their certificate and push the new certificate back to the server.
If they do not know the old password, the easiest way to resolve this issue is to delete the users certificate in the SafeGuard Management Center. The user can then log into Windows, on a machine with the SafeGuard client, an receives a new certificate form the SafeGuard Server.
The steps below will guide you through this process:
The correct way of changing user's SafeGuard certificate password is via :
Ctr+Alt+Del > Change A Password... in Windows on their SafeGuard protected machine (using the SafeGuard Credential Provider).
Every comment submitted here is read (by a human) but we do not reply to specific technical questions. If you need technical support please post a question to our community. Alternatively for licensed products open a support ticket.