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Password Reset Simply Does. Not. Work.

Ken Kropp

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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    Hello Ken,

    Thank you for contacting the Sophos Community.

    While you’re doing the password reset can you use the following passwords:

    Login User =1986actk. 

    Password Root = 1986actK.

    exec /sbint/init

    Try with those passwords, let me know if you have any luck.

    Also when you do the password reset try accessing the GUI as soon as you can, less than 30 seconds if possible after you run the exec /sbin/init

    I have asked internally if there’s a way to get the licensing information from the backend.

    What is the name of your client, I could check for you if there’s some information about it on the support ticket system.

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
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  • 0

    Hello Ken,

    Thank you for contacting the Sophos Community.

    While you’re doing the password reset can you use the following passwords:

    Login User =1986actk. 

    Password Root = 1986actK.

    exec /sbint/init

    Try with those passwords, let me know if you have any luck.

    Also when you do the password reset try accessing the GUI as soon as you can, less than 30 seconds if possible after you run the exec /sbin/init

    I have asked internally if there’s a way to get the licensing information from the backend.

    What is the name of your client, I could check for you if there’s some information about it on the support ticket system.

    Regards,

     
    Emmanuel (EmmoSophos)
    Technical Team Lead, Global Community Support
    Sophos Support Videos | Product Documentation  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
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