Password Reset Simply Does. Not. Work.

I inherited a Sophos UTM software based firewall running on an old ESXi 5.5 box. It boots up and shows 9.3 as the version but in GRUB it shows 9.4 so I have no idea what this thing is actually running.

The customer does not have any passwords for any of the logins. I have tried the password reset procedure of using GRUB bootloader to boot into the limited bash shell. I've reset the password for both loginuser and root at least 30 times now. It never works.

What am I doing wrong? I've done this type of process on other *nix boxes many many times in the past and never had and issue like this.

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