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

    Dan

    What if you don't use the POA feature of Safeguard?  We don't use this feature, so I'm guessing in that scenario we wouldn't use Safeguard for resetting the password as you've suggested.  Our only option is to use AD.  When users reset their password on a different device that is not encrypted with Safeguard and then come back to the device that is encrypted with safeguard, they will see this message.  Unfortunately, in most cases our users don't recall their "old" password.  Depending on the use of the device, it could be an "old" password from 9 months ago.  In these cases, our users just select Cancel and continue on - they have gotten use to seeing the error - which is ultimately leaving a bad feeling in their minds about the product.  I'd like to correct this for them, but how?  Please advise.  Thanks

    :3379
Reply
  • 0

    Dan

    What if you don't use the POA feature of Safeguard?  We don't use this feature, so I'm guessing in that scenario we wouldn't use Safeguard for resetting the password as you've suggested.  Our only option is to use AD.  When users reset their password on a different device that is not encrypted with Safeguard and then come back to the device that is encrypted with safeguard, they will see this message.  Unfortunately, in most cases our users don't recall their "old" password.  Depending on the use of the device, it could be an "old" password from 9 months ago.  In these cases, our users just select Cancel and continue on - they have gotten use to seeing the error - which is ultimately leaving a bad feeling in their minds about the product.  I'd like to correct this for them, but how?  Please advise.  Thanks

    :3379
Children
No Data
Unfiltered HTML