[1.3][CLOSED] Unable to log into the Sophos Cloud application

I'm currently unable to log into the cloud application even after doing a password reset. The specific error message is "Email address or password incorrect." Would someone mind checking on my access? Thanks.

Matt Grantham
Sr Security Engineer

678 455 1148 x5123
mgrantham@seegee.com
IT Services Outsourcing Solutions | IT Support | IT Atlanta & IT Denver | Help Desk | Cloud

0 ulmi over 12 years ago

Hi Matt,

Are you still unable to login?
If so, can you please send me the email address you are using to login? Is it the one in your signature?

Cheers,

Martin, Sophos QA
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0 mgrantham@seegee.com over 12 years ago

Correct, the username is mgrantham@seegee.com.
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0 ulmi over 12 years ago

Ok, it looks like you have a valid user and *should* be able to login - Can you tell me which part of the password reset didn't work? Did you get the password reset email, were you able to reset the password via the UI?
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0 mgrantham@seegee.com over 12 years ago

Yeah, I did click the forgot password link and the reset seemed to take, but I'm still unable to log in. If you have any insight into the back end process, would you mind spending a few minutes with me on the phone to troubleshoot?
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0 ulmi over 12 years ago

Sorry, it looks like we have to continue with this on monday - unfortunately the people whose help I need to debug this already left for the weekend.
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0 mgrantham@seegee.com over 12 years ago

That's fine. Please send me an e-mail on Monday when you're ready to troubleshoot. I get into the office around 8:30am EDT.
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0 mgrantham@seegee.com over 12 years ago

Let me know if someone is available either today or tomorrow. I'm out of the office Thursday and Friday. Thanks.
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0 ulmi over 12 years ago

One more thing: can you please confirm that your password does not have any spaces in it? There's a known bug with that.
I've talked to people responsible, and if that's not the case they will investigate further.

Edit: I'll send you an Email, we can continue the discussion there.
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0 mgrantham@seegee.com over 12 years ago

My password does not contain any spaces and it does contain lower case, upper case, numbers, and special characters (specifically !).
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0 mgrantham@seegee.com over 12 years ago

With that upgrade to version 1.4 today, I'm able to log in now.
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[1.3][CLOSED] Unable to log into the Sophos Cloud application

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