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Password Reset Simply Does. Not. Work.

I inherited a Sophos UTM software based firewall running on an old ESXi 5.5 box. It boots up and shows 9.3 as the version but in GRUB it shows 9.4 so I have no idea what this thing is actually running.

The customer does not have any passwords for any of the logins. I have tried the password reset procedure of using GRUB bootloader to boot into the limited bash shell. I've reset the password for both loginuser and root at least 30 times now. It never works.

What am I doing wrong? I've done this type of process on other *nix boxes many many times in the past and never had and issue like this.

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emmosophos over 4 years ago in reply to Ken Kropp +1

Hello Ken,

Thank you for the PM, unfortunately, I didn't find information on the Support Ticket System any entry under this organization.

Sorry, I was skipping up to the Admin password to access the GUI, but since the password reset for Root and login user isn’t working, then it wouldn't matter.

Would it be possible for you to send a copy of the VM, so I can try to reset the password from my end?

Regards,
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0 BAlfson over 4 years ago

Hi Ken and welcome to the UTM Community!

If this is a paid license, you should open a case with Sophos Support.

Cheers - Bob

Sophos UTM Community Moderator
Sophos Certified Architect - UTM
Sophos Certified Engineer - XG
Gold Solution Partner since 2005

MediaSoft, Inc. USA
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0 Ken Kropp over 4 years ago in reply to BAlfson

Bob, I would love to do that. Unfortunately I have no idea what the serial number would be since it's a software firewall I cannot get into. Of course the customer has no paperwork on it anywhere and the person that sold them this solution is MIA.
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0 Amodin over 4 years ago in reply to Ken Kropp

trying to find device serial number via the shell since it's not in the GUI - Hardware, Installation, Up2Date, Licensing - UTM Firewall - Sophos Community

XG 19.5 GA 64-bit | Intel Xeon 4-core v3 1225 3.20Ghz
16GB Memory | 500GB SSD HDD | GB Ethernet x5
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0 BAlfson over 4 years ago in reply to Ken Kropp

The key is the License ID, Ken. I know how to get it if one is logged in as root, but not how to get it in your situation, so I've asked one of the Sophos engineers that participates here to look at this thread. If we can get a Support Case open, they can access the unit via a PC at the site using LogmeInRescue.

Cheers - Bob

Sophos UTM Community Moderator
Sophos Certified Architect - UTM
Sophos Certified Engineer - XG
Gold Solution Partner since 2005

MediaSoft, Inc. USA
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0 Ken Kropp over 4 years ago in reply to Amodin

Thank you but that does not work as I don't have access to the device.
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0 Ken Kropp over 4 years ago in reply to BAlfson

Thanks!
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0 Ken Kropp over 4 years ago in reply to BAlfson

Thanks!
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