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Lost Access to XG

Hello Team,

Today i realized i can't login to my router.

I have the right passwords since i haven't changed it and can't recall been hit on the head. But strange enough even sophos central where at least i have easy access to my firewall the damn thing is not connecting.

Am getting a strange error on sophos central when i try to pull my firewall : "The firewall is not responding. Please check you not experiencing internet issues" \

Help distressed brother

Thanks

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0 Keyur over 4 years ago

Hi Chacha Kairu

Are you able to ping the firewall Interface IP address?

Are you able to take SSH access to the device?

What is the status of the LED on the XG firewall device?

I would recommend you to connect the device over serial console cable - https://community.sophos.com/kb/en-us/123197 and contact technical support for further assistance.

Regards,

Keyur
Community Support Engineer | Sophos Support
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0 Chacha Kairu over 4 years ago in reply to Keyur

I can even login to console using putty with the same credentials so i don't think the issue is password
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0 Chacha Kairu over 4 years ago in reply to Keyur

I
Keyur said:

Hi Chacha Kairu

Are you able to ping the firewall Interface IP address?

Are you able to take SSH access to the device?

What is the status of the LED on the XG firewall device?

I would recommend you to connect the device over serial console cable - https://community.sophos.com/kb/en-us/123197 and contact technical support for further assistance.

Keyur i don't have pysical access to the device. Am miles away from HQ (Where XG is hosted) so i can'r confirm the LED. But ssh is working and am able to access the console.

Please help

Thanks
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0 lferrara over 4 years ago in reply to Chacha Kairu

Chacha,

if you connect in the console, is the XG in failsafe mode?

https://community.sophos.com/kb/en-us/125172

If it is not in failsafe mode, try to enable the "system appliance_access enable" from the console and check if you can access the UI.
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0 BeEf over 4 years ago

Are you trying to access through the webinterface? If some service is not known you see the login screen and when you try to access you get some password error message.

Maybe you should check the tomcat service: https://community.sophos.com/products/xg-firewall/f/authentication/96491/no-web-gui-internet-access-ok-ssh-access-ok-vpn-ok
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0 Chacha Kairu over 4 years ago in reply to BeEf

Hello Team,

My apologies for delayed update on this but i think i was abit damn since i forgot to specify the port number. So technically was login into the wrong portal (User Portal).

Thanks for the help
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