Sophos XG Firewall: SSL VPN - Login failed. Wrong fingerprint of certificate.

Hi there,

In an XG 115 with the software 18.5.1 MR-1-Build326 I entered several users under Authentication / User, only the entry that was entered with an older firmware is still able to log in via SSL. All users who are now entered are rejected with AUTH errors, so they cannot log in. I compared all entries, they are identical except for the relevant entries. The simple LOG entries are 'reason = "wrong credentials", but I can log in with the same access data, e.g. via the user portal.

In the forum I found the following entries to diagnose errors:

Select Option 5 (Device Management) > Option 3 (Advance Shell)
Run this command to put the access_server service in debug:
•    service access_server:debug -d -s nosync
Once you capture the access_server logs in debug, run the same command to put access_server service in normal running mode.
Run this command to check service status :
•     service -S | grep access_server
SFVUNL_VM01_SFOS 17.5.11 MR-11# service -S | grep access_server
access_server RUNNING,DEBUG

Using the command 'tail –f /log/access_server.log I was able to extract the following error:

ERROR     Oct 22 19:49:30.431855 [access_server]: pg_db_handle_check_crt_fingerprint: row count: 1 value 0                                                      
DEBUG     Oct 22 19:49:30.431868 [access_server]: pg_db_submit_response: Request  Processed: res_type=-1                                                         
WARNING   Oct 22 19:49:30.431881 [access_server]: (check_crt_fingerprint): wrong  fingerprint for user test1                                              
DEBUG     Oct 22 19:49:30.431893 [access_server]: (send_pam_response): resp_code =3, clienttype=13, message='Login failed. Wrong fingerprint of certificate.'    
DEBUG     Oct 22 19:49:30.431905 [access_server]: send_pam_response: message:'Login failed. Wrong fingerprint of certificate.', len:47, data:'Login failed. Wrong fingerprint of certificate.'

The user 'test' created with a different firmware version can log in with the same certificate without any problems. What has changed with the newer firmware versions that newer user entries can no longer connect or how can I prevent these errors?

I am grateful for every tip.


Gerd Beckmann

Added TAGs
[edited by: emmosophos at 9:52 PM (GMT -7) on 22 Oct 2021]
  • Hello Gerd,

    Thank you for contacting the Sophos Community.

    Do you use different types of Authentication in your XG? Are you using Radius?

    If you go to Configure >> Authentication >> Services, all the methods for authentication match, or you’re setting different servers for each type of Authentication Method?


    Emmanuel (EmmoSophos)
    Community Support Engineer | Sophos Technical Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • This issue most likely generates, because the user is a different user generated by the firewall. 

    Means: You have two separate authentication setups: User Portal and SSLVPN. If User logins via User Portal using AD Server or Radius, it will generate a config for this user. It could be a different user after all, using VPN after the download. Check its the same authentication method. If not, check if you change this. 


  •  Hello, thank you for your answers.

    No, I only use local authentication, there are no entries under Authentication / Server. All methods entered under Authentication / Services use the same local authentication.

    There is only one functional user who was probably created under a different firmware version; newly created users all receive the error message that the login has failed. All users are in the same group and have exactly the same settings except for different names / passwords / email addresses.  

    Add: After the user request to log in i found in the sslvpn.log this entry:

    Error: cannot open /tmp/openvpn/serverusers.conf to verify user

    Maybe that's another clue to the solution?

  • Hello Gerd,

    Most likely the new users, are using in their password some invalid characters such as #,%, etc. 

    Try creating a new user with a simple password without special characters, see if that resolves the issue.


    Emmanuel (EmmoSophos)
    Community Support Engineer | Sophos Technical Support
    Sophos Support VideosProduct Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
  • Hi, thanks for your reply,

    i tried all those combinations before, my last user becomes the name 'test1' and the password 'Test12345' with the same result.

  • Did you replace a certificate or something? 


  • Hi Toni,

    no, i've only two certificates installed, the default ApplianceCertificate and a 'locally signed' certificate for the SSL -VPN. All the defined SSL-Users uses the same certificate, only one of them can connect.

  •  Does Sophos possibly use a different encryption method for user passwords in newer firmware versions, which may be incompatible with the SSL identification module?

    I started an export (Backup & Firmware / Import Export / Export selective configuration) and downloaded the user data. Despite identical passwords, the hash form is different. However, other parameters may also play a role here, so that this approach may be a dead end.


     <User transactionid = "">

       <Username> test </Username>

       <Name> test </Name>

       <Password hashform = "mode1"> $ sfos $ 7 $ 0 $ Pp3KDUowtDpzgQJ7b0d ...


     <User transactionid = "">

       <Username> test1 </Username>

       <Name> test1 </Name>

       <Password hashform = "mode1"> $ sfos $ 7 $ 0 $ lPuAw_BYSpUWDIEvRe ...  

  • Hello support and to everyone who dealt with my problem,

    in the end I have to say that the fault was mine. I did not follow the correct order in which the authentication parameters were set up, and I probably did not read the manual very carefully either.

    So here is the correct procedure:

    1. Create user under Authentication / Users (group assignment etc.)

    2. Log in to the user portal with this newly created user

    3. Download the configuration under SSL VPN client

    At this moment the XG will create and provide a user certificate, which can be seen under Certificates.

    The login process is now possible.

    It has already been described here:

    In any case, I will never forget it.

    Thank you again and have a great time!