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Sophos XG detect wrong user group

Hi everyone,

I'm using SFOS 17.5.7 MR7. I having an issue about user group.
I have Active directory server as a authentication server. I have some group for user where i can apply policy for each.
This was running fine. But recently I notice some users are associated to wrong group.
For example I'm an IT, I supposed to be in IT group, but Sophos XG put me in Staff group, which is a default group I set in Authentication server list.
And the most weirdest thing is that although XG put me in Staff group, it applies the IT policy for me. In IT policy, I only put IT group in Identity.

I checked all the configuration following the KB https://community.sophos.com/kb/en-us/123158 and https://community.sophos.com/kb/en-us/123161 and I'm quite sure I did right.

But I have no idea what's wrong with my XG. Could you please advice?

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0 Keyur over 6 years ago

Hi The Do

I would recommend to contact technical support and open a service request to investigate the issue further.

Please share us the service request number to keep a watch on the reported issue.
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0 guillaume bottollier over 6 years ago in reply to Keyur

Hello Keyur

as previoulsy said, a case #8896626 is opened since weeks without any construtive answer from support...
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0 Keyur over 6 years ago in reply to guillaume bottollier

Hi guillaume bottollier

Sorry for the inconvenience caused! The case is being handled by Global Escalation Team and they are working on the case with priority.

I will look into it and ask them to inform you at earliest with further progress over the case.
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0 The Do over 6 years ago in reply to guillaume bottollier

I just want to ask here first for avoiding create too many case about same issue, that would make the support team more pressure. As guillaume bottollier has created a case so we may refer to that.
@ guillaume bottollier: please kindly keep us posted. If you have any solution from the support team, pls share with me. Cheers.
Btw, I just realized one more thing. I tried deleting my username in XG, then login again via web authen and STAS. I login with web authen on my Phone first, and magically XG put me in the right group, which is IT. Then I login to my PC joined domain to authen via STAS and it put me again in Default group. I thought it would be an issue on STAS agent then I tried reinstalled it but it didn't help.
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0 guillaume bottollier over 6 years ago in reply to The Do

Of course i will keep you updated... as soon as support will come back to me.

it's defintly not a STAS issue, as i don't use it on this case.
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0 guillaume bottollier over 6 years ago in reply to The Do

Of course i will keep you updated... as soon as support will come back to me.

it's defintly not a STAS issue, as i don't use it on this case.
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Children

0 LuCar Toni over 6 years ago in reply to guillaume bottollier

Please open up a Case and maybe cross reference.

But it is important to actually open a Case for each issue.

Just to get the priority right: For example, there is a general issue, but just one customer report this issue. For the vendor, it looks like, this issue is just with one installation and "unique". Instead its a general issue and the vendor has to look into this issue with priority.

Another point is: STAS and other mechanism in XG should use the same kind of authentication.

Do you have different DCs?
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0 guillaume bottollier over 6 years ago in reply to LuCar Toni

Hi,

yes multiple AD's, and problem concern one group in one AD with no difference than the others.

The Do i agree with LuCar Toni please open a case and put mine in reference, maybye this will make things go forward a little bit faster...
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