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UTM 9.1 Password Reset Issue

KeithNelson

Hello,

I am facing an issue with UTM 9.1.  The customer contacted me since the technician who installed the UTM is on having medical issues and is not available to contact.  No one at the location knows any of the password.  I followed Article ID: 115346 for resetting all passwords.  We have physical access to the UTM and followed the section on the guide all seems to go fine until the boot by pressing b.  The UTM starts and then booting stops at 3.1252081 and never moves.  Thus I am unable to complete steps 11-18.  A picture of  the boot screen is attached.  Would really like to avoid reloading it all sice we do not have access to any of the settings.  

Thanks for any assistance!



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    Hi, Keith, and welcome to the UTM Community!

    Yeah, it looks like you might be in trouble. If you don't touch it, will the unit boot and provide services to the organization?  Is this a Sophos/Astaro appliance or a software version?

    Did you read the following warning in the KB article?

    Important note: due to a known issue with USB keyboard drivers not being loaded correctly when accessing the bash recovery environment, the steps in this section after step 10 are not possible with certain firmware versions. Please ensure your UTM is updated to the latest firmware version to prevent being affected by this issue.

    Known affected versions: 9.104-9.111, 9.205-9.209, 9.300-9.307 (for SG-series UTMs)
    Known unaffected versions: 9.112, 9.210, 9.308+


    If you aren't sure of the version, check to see if there's a recent Executive Report that's mailed to someone.  Also, an experienced installer will see that a configuration backup is sent regularly to someone - can they put their hands on one of those?

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
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  • 0

    Hi, Keith, and welcome to the UTM Community!

    Yeah, it looks like you might be in trouble. If you don't touch it, will the unit boot and provide services to the organization?  Is this a Sophos/Astaro appliance or a software version?

    Did you read the following warning in the KB article?

    Important note: due to a known issue with USB keyboard drivers not being loaded correctly when accessing the bash recovery environment, the steps in this section after step 10 are not possible with certain firmware versions. Please ensure your UTM is updated to the latest firmware version to prevent being affected by this issue.

    Known affected versions: 9.104-9.111, 9.205-9.209, 9.300-9.307 (for SG-series UTMs)
    Known unaffected versions: 9.112, 9.210, 9.308+


    If you aren't sure of the version, check to see if there's a recent Executive Report that's mailed to someone.  Also, an experienced installer will see that a configuration backup is sent regularly to someone - can they put their hands on one of those?

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
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