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How do I get Sophos to contact me back for support?

I have had a high priority case open for DAYS and nobody from Sophos has reached out to me or updated the ticket in any way. I have emailed the case and updated the ticket myself hoping that that would bump the person working it to reach out to me.

I am also waiting in the phone queue now for a million years....... so yea. any assistance would be appreciated.

Case # 03312854

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0 LuCar Toni over 4 years ago

Maybe we can help you, with your issue?
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0 Brian Straka over 4 years ago in reply to LuCar Toni

Thanks for the offer!

XG330 (SFOS 18.0.3 MR-3) Using Sophos connect client turning on MFA stopped functioning, error message is "settings not saved."

Also, I am Getting "Bad Password" when authenticating against AD with MFA enabled. MFA disabled, AD verification works as expected.

I am thinking Sophos is passing the password+MFA token to AD which it obviously should not be.
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0 LuCar Toni over 4 years ago in reply to Brian Straka

Can you post your Question into the XG Community with more details and Screenshots?
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0 emmosophos over 4 years ago

Hello Brian,

Thank you for contacting the Sophos Community!

It looks like your case has been escalated to our L2 support, after a session with an L1.

It seems like you are not able to enable MFA for any service. When you try to enable it you get a message saying "OTP settings were not updated"

I am moving the thread to the XG forum.

Regards,
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