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User failed to login into SSL_VPN through AD mechanism because of wrong credentials although the credentials were correct.

Anjana Karki

I am getting this error when trying to log a User into the SSL VPN,deletion of configuration file, reinstallation of SSL VPN also done.. 2,3 users are facing this issue time and again.



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  • FormerMember
    0 FormerMember

    Hi ,

    Thank you for contacting the Sophos Community.

    Is OTP(One-time password) enabled for 'SSL VPN remote access'?

    Just to confirm please try to login to the user portal using the same credentials.

    You can check access_server.log file to get more information about auth_fail. Run below command in the shell, try to login to SSL VPN client, and share log output here or in DM to investigate it further.

    Login to SSH > 5. Device Management > 3. Advanced Shell.

    SFOS 18.0.4 MR-4# tail -f /log/access_server.log

  • FormerMember
    0 FormerMember

    Hi ,

    Thank you for reaching out to the Community!

    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. 

    Thanks,

  • 0 in reply to FormerMember

    Thank you Yash ji
    Yes,OTP is enabled for every  users. Also did try to login with the same credentials but still login failed because of wrong credentials.

  • FormerMember
    0 FormerMember in reply to Anjana Karki

    Could you please confirm if the time on end machine is correct or not?

    Kindly try to synchronize the time offset by clicking   and type the passcode under CONFIGURE > Authentication > One-time password.

  • 0 in reply to FormerMember

    Time on end machine is correct and when tried the synchronization option i got "This token is in sync" as a result.
    I deleted the user account and recreated and did the whole setup process again. So user is now connected but please help me solve this as i cannot delete user account every time . Thank you!