Important note about SSL VPN compatibility for 20.0 MR1 with EoL SFOS versions and UTM9 OS. Learn more in the release notes.

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"Support access" and additional SSH ... why?

dirkkotte

Hi,

As far as I understood, the ‘Support access’ allows the Sophos support engineer to access the firewall via SSH and WebAdmin.
Is that correct?
Why would a support engineer also need additional SSH?



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[edited by: Raphael Alganes at 10:13 AM (GMT -8) on 8 Jan 2025]
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  • 0

    Support Access indeed enable SSH access.

    Do you mean, that support asked you to enable SSH? 

    Can you give us an reference? 

    __________________________________________________________________________________________________________________

  • 0 in reply to LuCar Toni

    This is regarding your service request number 02017337.
     
    Thnaks for your time over zoom session today.

    As discussed we wre unable to access ssh to the firewall to check the logs and find the root cause of the issue, please let us know when we can have a session as we need to access it locally over ssh. 


    Dirk

    Systema Gesellschaft für angewandte Datentechnik mbH  // Sophos Platinum Partner
    Sophos Solution Partner since 2003
    If a post solves your question, click the 'Verify Answer' link at this post.

  • 0 in reply to dirkkotte

    I think they mean here that they want to control your laptop and SSH from inside your perimeter to the firewall. They've asked me in the past to do a screen-sharing session on my laptop with a particular piece of sharing software they like, and I always refuse that.

  • 0 in reply to Wayne Folta

    In my cases it has always been zoom for screen sharing.

    Ian

    XG115W - v20.0.3 MR-3 - Home

    XGS118 waiting for licence to arrive - v21 GA

    If a post solves your question please use the 'Verify Answer' button.

  • 0 in reply to rfcat_vk

    Right, they've always recommended some program they want me to download. I refuse, of course. But we've found a different answer than screen sharing each time. If I _had_ to screenshare to literally show them something, as you say I'd use Zoom or maybe Google Meet that's more neutral would never involve allowing them to control anything.

    P.S. On a totally different topic, I should be getting an XGS108 in the next couple of hours, so I'm not moving to the Big Leagues like you, but increasing my ports and RAM by 50% and gaining storage so I can debug (logs) and do some on-device reporting. I keep refreshing the FedEx page to see what's up.

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  • 0 in reply to rfcat_vk

    Right, they've always recommended some program they want me to download. I refuse, of course. But we've found a different answer than screen sharing each time. If I _had_ to screenshare to literally show them something, as you say I'd use Zoom or maybe Google Meet that's more neutral would never involve allowing them to control anything.

    P.S. On a totally different topic, I should be getting an XGS108 in the next couple of hours, so I'm not moving to the Big Leagues like you, but increasing my ports and RAM by 50% and gaining storage so I can debug (logs) and do some on-device reporting. I keep refreshing the FedEx page to see what's up.

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