Configuring VPN Remote Access for the first time on your Sophos XG Firewall? Check out this useful Community post!
During a support ticket it may be necessary for the supporter to request 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.
Applies to the following Sophos products and versions Sophos E-Mail / Web Appliance
Sophos support could request the following access information:
1) Access via ACTS (Appliance Configuration Tracking System)
It can be activated and deactivated under: Help | Sophos Support | Remote Assistance | Enable/disable remote assistance
The Status of the Remote assistance is also visible on the Dashboard
Please deactivate remote assistance once it is no longer needed by Support.
Sign up to the Sophos Support SMS Notification Service to get the latest product release information and critical issues.
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.