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User Portal - Changing Password with OTP enabled

Kipland Iles

Appliance Details: SG210 9.505-4, OTP enabled for ALL facilities (including User Portal)

Problem: Cant change my password in the User Portal

I have OTP enabled for all facilities and when I try to change my password I always see something to the effect ...

The entered old (current) password seems to be incorrect

  1. I navigate to the user portal in Chrome
  2. I login with my username and password (including my OTP token)
  3. I select Change Password
  4. I enter old password (without OTP)
  5. I enter new password twice
  6. I get the error above

Tried the same as above but included the OTP token with the password (and it was still a valid token - not timed out). Same error. Third try locks me out for 5 minutes.

The GUI says nothing about requiring the OTP with the "old" password on the Change Password screen but thought I would try anyway. I see the following in the User Authentication Log during this process. Any help would be appreciated.

2018:02:23-13:18:39 jax-office aua[15356]: id="3004" severity="info" sys="System" sub="auth" name="Authentication successful" srcip="10.50.5.100" host="" user="kiles" caller="portal" engine="local"
2018:02:23-13:18:40 jax-office aua[3723]: id="3006" severity="info" sys="System" sub="auth" name="Running _cleanup_up_children with max_run_time: 20"
2018:02:23-13:18:40 jax-office aua[15376]: id="3006" severity="info" sys="System" sub="auth" name="OTP verification did not succeed, failing authentication."
2018:02:23-13:18:40 jax-office aua[15376]: id="3005" severity="warn" sys="System" sub="auth" name="Authentication failed" srcip="10.50.5.100" host="" user="kiles" caller="portal" reason="DENIED"
2018:02:23-13:18:52 jax-office aua[3723]: id="3006" severity="info" sys="System" sub="auth" name="Running _cleanup_up_children with max_run_time: 20"
2018:02:23-13:18:52 jax-office aua[15404]: id="3005" severity="warn" sys="System" sub="auth" name="Authentication failed" srcip="10.50.5.100" host="" user="kiles" caller="portal" reason="DENIED"
2018:02:23-13:31:18 jax-office aua[3723]: id="3006" severity="info" sys="System" sub="auth" name="Running _cleanup_up_children with max_run_time: 20"
2018:02:23-13:31:18 jax-office aua[3723]: id="3006" severity="info" sys="System" sub="auth" name="Child 15404 is running too long. Terminating child"
2018:02:23-13:31:18 jax-office aua[16191]: id="3005" severity="warn" sys="System" sub="auth" name="Authentication failed" srcip="10.50.5.100" host="" user="kiles" caller="portal" reason="DENIED"
2018:02:23-13:31:18 jax-office aua[16191]: [WARN-070] Too many failed logins


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  • 0

    This is a local account?  I don't think UTM has any ability to change a back end passwords.

    Sounds like a question for Sophos Support.

  • 0 in reply to DouglasFoster

    Yep - totally local. No LDAP, Radius, AD, etc. Users exist only on the UTM.

    I could call Support but thought I would give the Community a chance, 1st, as I usually get good answers here.

  • 0

    Update: I just tried to login to WebAdmin on this Sophos using my existing password and it failed twice. Knowing that I only had one more chance I tried the NEW password that I was trying to apply and I got in. This tells me that the password change did work regardless of the error message being produced each time. This is very misleading. I am 1 firmware update behind on this Sophos so I will apply the latest update over the weekend and see if it fixes the issue.

  • 0

    Update: After updating the UTM-9 firmware to 9.506-2 I saw no changes. I still get the same pop-up error message stating that my old password "seems" to be incorrect. I did eventually lock myself out of the user portal but was able to login to WebAdmin using my old password. I login with a OTP token for both WebAdmin and User Portal.

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