Guest User!

You are not Sophos Staff.

Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 5 replies
  • Subscribers 5 subscribers
  • Views 7224 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

User is getting Reset Certificate Password dialog box.

RBC827

I have a user that changed their AD password, but the SGN client didn't recognize the change.  Now she is presented with the Certificate Password dialog box: SafeGuard Enterprise was unable to complete your logon.  If you have recently changed your Windows password, please enter the "OLD" password now.  When the user enter's their OLD password, they are presented with a "Certificate Import Failed" box.  Unable to import the certificate.  The password may have been entered incorrectly.

The user states that they are entering the OLD password correctly.  I have deleted the computer and user certificate from the SGN console, but it has not solved this issue.  What else can I try?

:2189


This thread was automatically locked due to age.
Parents
  • 0

    Hi RBC

    We've seen this a number of times too, and it is giving us a headache.

    What we tend to do is delete the certificate in the magagment console so the next time they log on a new one is generated.  The reason it may not be accepting their OLD password is beacuse it is someone else's certificate; check the machine onwership in the console and delete the user from there if necessary.  This may not be the best way to do it, but its the only way they seems to work for us....

    Cheers

    :2411
Reply
  • 0

    Hi RBC

    We've seen this a number of times too, and it is giving us a headache.

    What we tend to do is delete the certificate in the magagment console so the next time they log on a new one is generated.  The reason it may not be accepting their OLD password is beacuse it is someone else's certificate; check the machine onwership in the console and delete the user from there if necessary.  This may not be the best way to do it, but its the only way they seems to work for us....

    Cheers

    :2411
Children
No Data
Unfiltered HTML