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XG85W was set-up via wizard with success but now cannot log-in to the admin portal.

Chore-ology

Hello all,

 

Hoping you can assist me as I am not tech savvy and this is very much new to me.

Here is the equipment I have: Brand new IMac running High Sierra; New XG85W firewall; New Arris Surfboard SB6190 on a 300/mbs connection. No reason to think there would be an issue.

I set the firewall up per the instructions; Registered the device online; Set the IP on my computer to match the firewall and logged into the portal. Ran the set-up wizard and everything went smoothly. I set the username and password to a very simple one and wrote it down to ensure I couldn't mess this up. The wizard updated the firmware, and continued through the process to finish. I am on the internet and it's been running great. I enabled wifi under Network on my Mac and tried to log-in to the "SOPHOS" network using my user/pass. I assumed it would be the same one I had set for the firewall. Of course, this didn't work for me so I thought I must have missed something. I went back to the admin portal at https://172.16.16.16:4444 and entered my username and password. Unfortunately one or both "Failed" and I have now tried every number of fat fingered combination I can think of. I know I didn't fat finger this and I am clueless as to how the user/pass are not working. Help!

One last bit of history... I had a similar issue immediately prior to this with another firewall of this model straight out of the box except it refused to finish the set-up and as a result it locked me out. I spent awhile on the line with customer service who instructed me how to reset the device. I downloaded Putty on a tower computer at work, connected the supplied 9-pin cable and attempted to access the firewall but it refused to respond or connect. So... Sophos customer service was kind enough to send me a new device in exchange. As I mentioned above the situation is better because I am on the internet now but I can't understand why the user/pass I entered don't work. I've tried admin/admin just for shi*s but to no avail.

Ideas? I'm hoping someone will tell me I did something simple and stupid and that there's a fix. :)

 

Mat



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