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Sophos SSL Client fails after firmware update

David Huisman

Hi 

I logged into my XG125 firewall at the office and allowed update of firmware from 18.3 to latest 18.5 and found when I tried to connect using SSL VPN client from home, it failed to connect (it has been working fine for months until the firmware was updated yesterday)

Today I logged back on and rolled back to the 18.3 version but tonight find the remote SSL VPN logon is still not working.

What can I do to fix my SSL client?

Also, I was looking at creating a new SSL client but found my credentials were not accepted for the "User Portal", preventing me creating a new SSL client access file.

Unfortunately the company that set up the Sophos for me (A company local Sophos certified company called Chewing IT) had no record of the logon credentials for me to use and did not provide them at the time he set up the system. Is there a way I can reset the logon password without loosing all the settings? 

I have the Extended Support subscription but could not create a ticket on Sophos web portal. I then range them and hung up after almost 30 minutes with my call on hold.

Thanks in advance



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  • FormerMember
    0 FormerMember

    Hi ,

    Thank you for reaching out to Sophos Community.

    You can reset the user password from user's profile.

    Go to Authentication > Users, open the user profile, and click change password.

    Follow the below steps to troubleshoot the SSL VPN issue.

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

    # tail -f /log/sslvpn.log

    ==> Try to connect SSL VPN client from the user machine.

    ==> Share the session output here or in PM. Also, share the SSL VPN client log(right-click on SSL VPN client icon > View log).

  • 0 in reply to FormerMember

    Thanks for your response.

    This is what I see when I log into the firewall (Which I can access ok). Is the password here in the firewall app get used to access the "User Portal" (where I can create SSL client files?

    url:4444/webconsole/webpages/index.jsp#40059 (I CAN access this one ok)
    url/userportal/webpages/myaccount/login.jsp (This one has lost password)

  • FormerMember
    0 FormerMember in reply to David Huisman

    Hi ,

    You can change the local user password and try the new password to access the user portal. 

    Thanks,

  • 0 in reply to FormerMember

    Thank you, I came in this morning and now my credentials do not work for firewall login either. Can I connect monitor and keyboard and set both users names and passwords for firewall logon and user portal logon? 

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