Sophos Safeguard Web Help Desk - Login works, domain says Root instead of AD domain at recovery

Question

Hi all,  What does work: Sophos Safeguard Web Help Desk (5.60.192) is connected with the database and the machinecerts are transferred to the management server. If i connect to servername/SGNWHD/ a login screen is presented and it is posisble to login with a security officer having all roles and with a security officer that only has the Helpdesk Officer role.  What doesn't work: After login a choice is presented (Recovery of Approve Suspension), checking Recovery and clicking Next brings me into the  "Recovery Type" screen.  Her a can choose Sophos Safeguard Client, but at domain it only says Root. :smileyfrustrated:So I don't see the machines that are available within management center.  There is a connection with the database/managent center, but the wrong domain is presented.  Any ideas? Thanks in advance for looking at it.  With kind regards,  Johan :23713

J0han · Accepted Answer

To anyone interested,

I have gotten the solution from support and this fixed it:

"

Just to confirm, your issue is that you can connect to the Database using the Web Help Desk but the user you are
logged in as is not able to see the domain, is this correct?

If so, could I ask that you log on to the Management Console itself and check
that this user has permissions to view the Domain.

Open the Management Centre
Highlight your Domain
Click the Access tab
Ensure the user you need to have access to this domain is listed, if not, add
them

Please let me know how you get on.

Kind regards,

Mark

Mark Thrippleton
Sophos Technical Support

"

If you have a technical question, submit a ticket. This will be faster than the forum, a lot of questions, not that many moderators.

However, if it is a configuration question as this one. Do post the question and the solution.

Thanks!