Sophos XG user portal login/access issue

Hello Jason,

Thank you for contacting the Sophos Community!

The Admin user, you use to connect the Web Admin and to SSH to the XG doesn't have access to the User Portal.

Any other user should have access to it.

Regards,

I created a user in the Authentication section. The user type is User, in the open group. I am not able to get this user to log into the portal. What else do I need to set?

Hello Jason,

Thank you for the follow-up.

If the User Portal is loading then that is a good sign.

Now if the credentials are being rejected, please confirm that under Configure >> Authentication >> Services >> User portal authentication methods, local is enabled.

Also, make sure that OTP is not enable for the User Portal under Configure >> Authentication >> One-Time Password.

Regards,

User portal - local is enabled and there is no OTP enabled.

Is there a log file that will tell me what the issue is?

Hi Jason Etten,

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 debug, 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

Thanks,

I am not sure how to get the records from the access_server.log file. I can see it in SSH but the command for the tail -f doesn't show many reocrds.

I was able to see in the GUI log viewer for the Authentication section the error below.

The log says "User jason failed to login to MyAccount through Local authentication mechanism because of wrong credentials".

Problem solved. I was using the wrong "user name".