During a support ticket it may be necessary for the supporter to request SSH and Webadmin access to the customer device.
This article describes the possible access information that Sophos support will ask for, and how to reset these settings after resolving the support ticket.
The following sections are covered:
Applies to the following Sophos products and versions Sophos UTM
Sophos support could request the following access information:
With the Access ID the customer can easily provide SSH and Webadmin access to the Support.
It can be activated and deactivated under: Support | Support Access
Please deactivate the Access ID once it is no longer needed by Support. The Access ID also expires automatically after the specified number of days.
Under certain circumstances, it may be necessary to gain access via the external IP address of the Sophos UTM using passwords.
In this case, Sophos Support will request the passwords for an administrative user (Webadmin) and for SSH loginuser and root. It is also necessary to create a DNS group object for the Support IP addresses and add it in the allowed networks.
Please note that we do not store any access details in our database.
Please change these passwords after the problem is solved on the Webadmin and remove the DNS group object.
Management | System Settings | Shell Access
Management | Webadmin Settings | General
Definitions & Users | Users & Groups | Edit the administrative User
Under certain circumstances, it may be necessary to gain SSH access via the external IP address of the Sophos UTM using a Sophos SSH Key for root User.
In this case, Sophos Support will add or send the customer the public SSH Key. It is also necessary to create a DNS group object for the Support IP addresses and add it in the allowed networks.
Please delete unknown SSH keys on the webadmin after your problem is solved and remove the DNS Group Object under: Management | System Settings | Shell Access
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Every comment submitted here is read (by a human) but we do not reply to specific technical questions. For technical support post a question to the community. Or click here for new feature/product improvements. Alternatively for paid/licensed products open a support ticket.