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Sophos XG starting Login Failed

Hi all,

No idea what's gone on here. Been using Sophos XG for a number of years now and had absolutely no issues (outside of the the usual little issues) until today.

Upgraded the the latest version yesterday, but found a load of issues since doing so (slow web page loading, some web pages not loading at all, some web pages not loading entirely, some functionality on unRAID not working as it's supposed to, Plex not being forwarded and having to use relays, etc, so tried to roll back and see if that fixed the issue.

Anyway, on service restore, I was presented with the web page login to be shown the below image. I know the username and password are correct as I use LastPass.

Did a bit of digging and found the recommendation is to try and SSH in, but I just keep getting presented with 'access denied'. I'm not 100% certain if I even had SSH on, but my thoughts are I must do otherwise it wouldn't present the login opportunity in PuTTY and just reject the connection - surely? Either way, I can't login to the console either.

Are there any more options? Or do I simply need to reinstall XG? That'll be a real pain because I haven't backed my config up - bad admin on my part I know.

Any help is appreciated.

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Top Replies

RichardHill over 2 years ago +1 verified

On boot, I noticed that there was another version of the firewall. I booted to that version and then the password worked first time without issue. Then updated the firewall and it all seems good.

0 rfcat_vk over 2 years ago

Hi,

two things to try

1/ login via console

2/. pull the power plug for about 30 seconds

ian

XG115W - v20 GA - Home

XG on VM 8 - v20 GA

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0 RichardHill over 2 years ago in reply to rfcat_vk

Hey, thanks for the response. Unplugged and left for 30 seconds, but I'm still getting the same issue so number 2 unfortunately didn't work.

By 'Login via the console', do you mean connect a monitor and keyboard to the device itself and try logging in?

Best,
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0 Ryan Partington over 2 years ago

it feels to me like it may be presenting a capcha that you can't see. Are you logging in via WAN or LAN interface? If WAN, try LAN. If LAN, i'm wrong.

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0 LuCar Toni over 2 years ago

Clear the cache or try another browser. It might be the captcha you do not see.

Another point: Console can give you a RESET of the Password.

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0 RichardHill over 2 years ago in reply to Ryan Partington

Logging in through the LAN interface. I don't have WAN access enabled (other than for VPN access to a specific host).
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0 RichardHill over 2 years ago in reply to LuCar Toni

I tried accessing it via my phone too and still no good. No Captcha being presented and I don't remember one ever existing either.

By 'Console' do you mean plug in a keyboard and monitor directly to the device? If so, I will give that a go this evening.
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0 FormerMember over 2 years ago in reply to RichardHill
Hi RichardHill,

Yes, you could access your firewall via keyboard and monitor. However, you could also set up a console connection to your firewall; check out the following KBA:

Sophos Firewall: How to setup a serial connection with a console cable

If you can't access the firewall via SSH, I'd suggest following the steps to rest the admin password.

To reset the admin password, check out the following KBA:

Sophos Firewall: Reset the admin password

Thanks,
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0 RichardHill over 2 years ago in reply to FormerMember

Tried logging in directly and I've been greeted by a password box which I don't have the password for.

Is there any way to boot from a USB to edit the login files like you can with most Linux boxes?
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0 FormerMember over 2 years ago in reply to RichardHill
Hi RichardHill,

Thanks for the update. Try the following steps if you're connected through the console, and the firmware version is SFOS 17.5 and later.

Enter the incorrect password.

In the second Password: prompt, enter the command RESET (this must be all uppercase) as the password.

Select 4. Reset password for the admin user.

Type y and then click Enter to reset the admin password to factory default.

Thanks,
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+1 RichardHill over 2 years ago

On boot, I noticed that there was another version of the firewall. I booted to that version and then the password worked first time without issue. Then updated the firewall and it all seems good.
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