As part of troubleshooting, Sophos Support might request for the remote assistance functionality within the Sophos Central of the customer to be turned on, which then allows Sophos Support access to it for 72 hours. This access will be turned off automatically after the indicated hours, or after remote access has been manually turned off by the customer. The mentioned functionality is turned off by default, and can be turned on by following the steps indicated in this knowledge base article.
In order for Sophos Technical Support to use the remote assistance, a local Super Admin account is required. MSP licensed Central accounts and Enterprise Dashboard (EDB) sub-estates do not have a local logins by default.
The following sections are covered:
Applies to the following Sophos products and versions Sophos Central Admin
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