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18.0.4 MR-4 - User Portal not accessible

Mario Wegener

All of our users, who have OTP configured, are not able to login to the user portal any more. Username+Password+OTP is accepted (successful in the /log/access_server.log), then the login disclaimer is displayed and in the next step the user is thrown back to the login page. Maybe related to NC-64758?



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  • FormerMember
    0 FormerMember

    Hi ,

    Thank you for reaching out to the Community.

    Your issue could be different from the internal ID that you shared.

    I would advise you to put the access_server process in debugging, replicate the issue, and provide access_server logs in debugging. 

    Follow this KB Article to SSH into the XG firewall: Sophos XG Firewall: How to SSH to the firewall using PuTTY utility

    Select Option 5 (Device Management) > Option 3 (Advance Shell)

    Run this command to put the access_server service in debug:

    • service access_server:debug -d -s nosync

    Please check out the following KBA to locate and capture the logs: Sophos XG Firewall: Where to find log files?

    Once you capture the access_server logs in debugging, run the same command to put access_server service in normal running mode. 

    Run this command to check service status :

    •  service -S | grep access_server

    SFVUNL_VM01_SFOS 17.5.11 MR-11# service -S | grep access_server
    access_server RUNNING,DEBUG

    Please PM me the logs and username of the user you try to replicate the issue with.

    Thanks, 

Reply
  • FormerMember
    0 FormerMember

    Hi ,

    Thank you for reaching out to the Community.

    Your issue could be different from the internal ID that you shared.

    I would advise you to put the access_server process in debugging, replicate the issue, and provide access_server logs in debugging. 

    Follow this KB Article to SSH into the XG firewall: Sophos XG Firewall: How to SSH to the firewall using PuTTY utility

    Select Option 5 (Device Management) > Option 3 (Advance Shell)

    Run this command to put the access_server service in debug:

    • service access_server:debug -d -s nosync

    Please check out the following KBA to locate and capture the logs: Sophos XG Firewall: Where to find log files?

    Once you capture the access_server logs in debugging, run the same command to put access_server service in normal running mode. 

    Run this command to check service status :

    •  service -S | grep access_server

    SFVUNL_VM01_SFOS 17.5.11 MR-11# service -S | grep access_server
    access_server RUNNING,DEBUG

    Please PM me the logs and username of the user you try to replicate the issue with.

    Thanks, 

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