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Slow Partner Central Login (5 to 15 min)

John Parker1

Hi All,

We are experiencing an issue where we are unable to get into the Partner Portal - Managed Sophos Central in a timely manner.

It stalls in bringing up the 2FA page and it can be anywhere from 2 to 15 min with the longer times timing out and the 2FA failing.

It's with all of our central logins, and from any computer, and any browser (and before you say it "Yes, i've cleared the browser cache")

Sophos has finally stated after 4 weeks with multiple calls, team members, and remote sessions, that the issue is on their side and referred me to the following link.

Advisory: Some partners may experience slower than usual logging into the Sophos Central Partner Dashboard

The workaround in my eye's is to just put up with it and persist.

Is anyone else suffering the same issue?

Does anyone else have a better workaround? e.g. Can we get the 2FA turned off temporarily to see if its the issue and leave it off until its fixed?

Really Desperate



Edited tags
[edited by: Gladys at 7:33 AM (GMT -7) on 27 Jun 2023]
  • 0

    Thank you, thought I was going crazy there for a while.

  • 0

    Hello John,

    Thank you for sharing this. As of now, there's no other workaround aside from the instructions given in the knowledge base article as this issue needs to be checked on the backend. I Would like to know if you're still experiencing this issue and could log a support case for this one.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to GlennSen

    Hi Glenn,

    Thanks for the response, really trying to tone it down but it's very hard, so forgive this as its not aimed at you but at the situation.

    I have logged a support ticket and the latest response was to point me to the Sophos Service Status page and the link I posted. 

    I asked for an update and had a cut and paste of the previous email stating that they already gave me the answer, basically a "read the ... email mate"

    The workaround isn't really a workaround and there is no option but to remain virtually locked out of the system, not to ask for updates, or to expect any kind of ETA, or any kind of lateral thinking.

    So, no removal of the partner 2FA. Would creating a new admin in each end customer for us to use be a better workaround than not being able to support them with the current workaround?

    Thoughts?

    P.S. it's going to be fun on Thursday when Sophos try and deliver XDR Training for us on a customer's system as part of a MDR rollout. 

  • 0 in reply to John Parker1

    Thank you John, for sharing your input on this, and We apologize for the inconvenience caused by this issue. I understand the frustration it caused you and our other customers with this issue, but please bear with us as the concerned team who handles the issue is currently working around the clock to fix this permanently. 

    Unlike any other issue where we can share steps for a workaround, this one is a bit different as it needs to be check on the backend itself.
    You mentioned a while ago that you have logged a support case for this one, right? Can you share with us the case ID that you have or DM me directly the case so that I can help monitor your case?  

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to GlennSen

    Hi Glenn,

    Thanks for assisting us.

    I've DM'ed you with some email history (blocked as SPAM due to links) and the ticket number is 06613768

    The ticket is getting some attention now as this morning I was told that the ticket is now in the hands of the "GES" team and that I should be contacted in the next 2 days for an update.

    I think I'll try to add a new account to the customer central portal where we are scheduled to do the XDR training on Thursday just in case its needed and works.

    Regards 

    John Parker

  • 0

    Quick update to all,

    The issue seems to have been resolved. 

    We've had no findings or feedback from Sophs, but its now reliably working again so I closed the case with the GES team.

    If you have this issue, good luck.

  • 0 in reply to mama ji

    lol.. I wish.

    We had about a month of basically not being able to get into the Central Management dashboard. Basically, we were close to unable to manage our end customers. Imagin having an incident and not being able to work on it for say 20min, Sophos's own MDR training demonstrates the amount of havoc a virus or Hacker can cause in 20min. Also, when you needed to say add a device/ update a setting, having to just sit and wait to get access, and then having to charge the end customer for you to just sit and stare at a literal blank screen.

    Not fun.

    I had to have a tantrum to get them to take it seriously. Not what I wanted to do, but somehow its magically working now. 

    I guess it's a "thanks Sophos GES team" they may just not be morning people, and bad at letting the partner know what the issue was (Unless the scarier option is that it just fixed itself.......)

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