User could not be registered in Authentication

Hi Tim,

I just replicated the user creation and it was successful:



Can you check with the open group...

The fact it is giving you the option to download a firmware version that you already have on an inactive partition may suggest you've clicked update previously and it hasn't "gone through". I'm reaching here; but first thing I'd do is manually boot into the inactive (18.5.3) partition and then try again. Make sure you take a backup first, there is always a chance things will go up in smoke.

Hi Vivek,

I had tried it, but got the same result.

Thank you.

Best Regards,

Tim Lin

Hi Ryan,

Thanks for your reply.

I had tried it too, but got the same result.

It's very strange...

Best Regards,

Tim Lin

Only other thing I can think is the user already exists, but I'm guessing you've already checked that. Can you create any user at all, maybe without underscore_?

Hi Ryan,

Yes, I had checked it already and I could not create any user.

Best Regards,

Tim Lin

Hello there,

Thank you for contacting the Sophos Community.

Most likely, the issue is related to the Encryption not being initialized on the box.

Can you run the following command from the Advanced Shell (5>3)

# nsgenc status

And provide the output.

Also, make sure if this box is new, that you are setting the Secure Storage Master Key when prompted for ti.

Regards,

Hi Emmanuel,

Thanks for your reply.
Please refer as below and provide suggestion.

# nsgenc status

I had tried to reset secure storage master key, but But there is no option for me to choose.

Any information that you can give me about the next steps would be greatly appreciated.

Look forward to hearing from you soon.

Best Regards,

Tim Lin

Hello Ting-An Lin,

Please refer the following doc to reset SSMK: https://docs.sophos.com/nsg/sophos-firewall/18.5/Help/en-us/webhelp/onlinehelp/CommandLineHelp/SystemSettings/ResetSSMK/index.html

Hi Everyone,

It's solved!

I referred the following doc to solved, thank you very much everyone.

https://support.sophos.com/support/s/article/KB-000042516?language=en_US

Best Regards,

Tim Lin