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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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Top Replies

emmosophos over 3 years ago in reply to Ken Kropp +1

Hello Ken, Thank you for the PM, unfortunately, I didn't find information on the Support Ticket System any entry under this organization. Sorry, I was skipping up to the Admin password to access the…

0 Ken Kropp over 3 years ago in reply to Amodin

Hi Amodin,

When I said "inherited", what I meant is that this is part of a new customers production environment. So it's not for personal use and I don't own it. I am a MSP and it is a customers software.
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0 Ken Kropp over 3 years ago in reply to Amodin

Thank you but that does not work as I don't have access to the device.
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0 Ken Kropp over 3 years ago in reply to BAlfson

Thanks!
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0 Ken Kropp over 3 years ago in reply to emmosophos

Thanks for the suggestions but no luck with those passwords either. I don't have the GUI login either so I don't know what I should do if I access the GUI within 30 seconds?

I will PM you the client name.
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0 Amodin over 3 years ago in reply to Ken Kropp

Ah ha, gotcha.

OPNSense 64-bit | Intel Xeon 4-core v3 1225 3.20Ghz
16GB Memory | 500GB SSD HDD | ATT Fiber 1GB
(Former Sophos UTM Veteran, Former XG Rookie)
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0 emmosophos over 3 years ago in reply to Ken Kropp

Hello Ken,

Thank you for the PM, unfortunately, I didn't find information on the Support Ticket System any entry under this organization.

Sorry, I was skipping up to the Admin password to access the GUI, but since the password reset for Root and login user isn’t working, then it wouldn't matter.

Would it be possible for you to send a copy of the VM, so I can try to reset the password from my end?

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Ken Kropp over 3 years ago in reply to emmosophos

Yes, I have the exported OVA read. It's about 9GB. You can PM me with upload details, thanks!
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