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After enabling OTP, user not able to logs into the User Portal for the first time, no QR code available in Sophos UTM 9

Existing user can login to user portal (https://xxxx) when OTP is disabled. But as soon as I enabled One Time Password from "Definitions & Users" the user not able to login to portal.

Error is "Invalid username/password, or access denied by policy". Created new users also , added to OTP User Group, selected "Auto-create OTP tokens for users". But when logging for the first time, no QR code is available.

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0 Dibyendu Dhara over 6 years ago

FYI, we use local sophos users (no external AD used) and we can log in to the user portal without any problems.
After I've activated OTP, with "All users must use one-time passwords" and "Auto-create OTP tokens for users" checked, not able to login.

If I disable OTP the login works again just fine.

Any help would be greatly appreciated.
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0 PatrickLee over 6 years ago in reply to Dibyendu Dhara

Go to Authentication Services / One-time Password / OTP Tokens

Scan the bar code for user using Google Authenticator app

Then logon to portal with username and password plus code generated from Google Authenticator

That's it
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0 Dibyendu Dhara over 6 years ago in reply to PatrickLee

Many more thanks Patrick for your response.

I can manually add the OTP Token and can get bar code from "Show Token QR Code" of that user. and scan from Google/ Sophos Authenticator.

My issue is , after I create any user, he/she should get QR Code in his/her first login, which is not coming.
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0 Dibyendu Dhara over 6 years ago in reply to PatrickLee

Many more thanks Patrick for your response.

I can manually add the OTP Token and can get bar code from "Show Token QR Code" of that user. and scan from Google/ Sophos Authenticator.

My issue is , after I create any user, he/she should get QR Code in his/her first login, which is not coming.
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0 Dibyendu Dhara over 6 years ago in reply to Dibyendu Dhara

Hi Patrick,

Users are not available to Webadmin team, as working from separate Geo-Location. So how User can scan QR code from Webadmin portal, if QR code is not available during the initial login at User portal.
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0 PatrickLee over 6 years ago in reply to Dibyendu Dhara

I suggest you open the online help and make sure all the settings and note indicating everything is correct. I just test and mine is working as expected.

I created a new user account and login via the user portal and it popup with the bar code token.

Good Luck
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0 DouglasFoster over 6 years ago in reply to Dibyendu Dhara

Navigate to

Management... User Portal.... "Advanced" Tab

"Disable Portal Items" section

Remove the check from "OTP Tokens"

Click [Apply]
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0 Dibyendu Dhara over 6 years ago in reply to DouglasFoster

Hi Douglas,

Thanks for the response. This solution was also quite logical, but not working.

I have Disabled "OTP Token" and re-enable from "User Portal" --> Advance Tab.

Then I create a new User and check from user portal, but user-portal did not through QR code automatically for new user.

I restarted the Sophos UTM Server, and retried user portal, no QR code came Automatically.

Additionally I have disabled "One-time password service status" from "Authentication Services" and Enabled the same. Still no improvement.
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