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Nothing happens when typing in credentials for User Portal

Louis Havenga

Good day Members,
i Trust you are well.

We recently have more and more issues where nothing happens when some users type their credentials in the user portal.
It does not give and error or any issue just looks like its reloading the page. However with my user on the same computer the login works.



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  • 0

    Hi Louis,

    Thank you for reaching out to Sophos Community.

    You may wants to collect the HAR file while performing the login to see what parameters it goes through.

    Collect tcpdump using below to review packet capture on source IP.

    support.sophos.com/.../KB-000037007

    Add the access_server service in debug and collect the logs while reproducing the issue.

    You may use the below command from the advance shell to add the service in debugging and next command to collect live logs.

    service access_server:debug -ds nosync

    tail -f /log/access_server.log

    Share access_server,HAR file and PCAP file here to review it further or better to raise the support case to investigate it further.

    Mayur Makvana
    Technical Account Manager | Global Customer Experience
    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question please use the 'Verify Answer' button.

Reply
  • 0

    Hi Louis,

    Thank you for reaching out to Sophos Community.

    You may wants to collect the HAR file while performing the login to see what parameters it goes through.

    Collect tcpdump using below to review packet capture on source IP.

    support.sophos.com/.../KB-000037007

    Add the access_server service in debug and collect the logs while reproducing the issue.

    You may use the below command from the advance shell to add the service in debugging and next command to collect live logs.

    service access_server:debug -ds nosync

    tail -f /log/access_server.log

    Share access_server,HAR file and PCAP file here to review it further or better to raise the support case to investigate it further.

    Mayur Makvana
    Technical Account Manager | Global Customer Experience
    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question please use the 'Verify Answer' button.

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