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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


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    We have run into a similar situation.

    The laptop user is working remotely over a VPN connection.

    Our laptop users are naturally prompted to change their password as per our Security policy.

    When they try to change their password, they are no longer able to access the system since the Safeguard software does not seem to have accepted the change. 

    Thus, we are forced to bring the laptop back into the office and go through the Safeguard recovery process.

    I find this totally unacceptable since this would be a common situation for laptop users that work remotely.

    Apparently, Sophos says this capability over remote connections is not supported with standard AD unless you use their specific password reset software which again is unacceptable if they wish to grow their user base.

    We are now forced to send all our laptop users an email stating to not change thier passwords remotely until we can find a replacement product for Safeguard.

    I hope Safeguard finds a solution to this issue quickly.  Thanks.

    :7535
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  • 0

    We have run into a similar situation.

    The laptop user is working remotely over a VPN connection.

    Our laptop users are naturally prompted to change their password as per our Security policy.

    When they try to change their password, they are no longer able to access the system since the Safeguard software does not seem to have accepted the change. 

    Thus, we are forced to bring the laptop back into the office and go through the Safeguard recovery process.

    I find this totally unacceptable since this would be a common situation for laptop users that work remotely.

    Apparently, Sophos says this capability over remote connections is not supported with standard AD unless you use their specific password reset software which again is unacceptable if they wish to grow their user base.

    We are now forced to send all our laptop users an email stating to not change thier passwords remotely until we can find a replacement product for Safeguard.

    I hope Safeguard finds a solution to this issue quickly.  Thanks.

    :7535
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