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Unable to recover access to software UTM from password loss

I am using updated Home use license software UTM.

My loginuser (admin) returns "invalid user or password" error.

I am following instruction to "Recover access to your Sophos UTM in the event of password loss" Recover access to your Sophos UTM in the event of password loss

Once reboot following init=/bin/bash command, software UTM does not respond to keyboard for me to enter "passed loginuser" command.

I have tried with different keyboards without success.

Am I destined for reinstall?

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0 BarryG over 11 years ago

Hi,

What kind of hardware is this on?

1. try setting USB support in the BIOS to 'legacy'

2. you can import an unencrypted backup from a USB stick.

Barry
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0 solae over 11 years ago

Hello

Please follow the steps on my Post in this Thread:
https://community.sophos.com/products/unified-threat-management/astaroorg/f/51/t/22150

Michael
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0 chocomonsters over 11 years ago

Hi Barry,

I have similar problem logging in as admin before, but it always resolved itself after rebooting.  Unfortunately, it refuse to accept correct login/password anymore.

I am using Dell Optiplex 745 small form CPU.  Unfortunately Dell BIOS setting does not have USB "legacy" option.  It also does not have PS2 mouse/keyboard input.

Newest unencrypted backup on different CPU is about 6 months old.  Glaring mistake on my part.  May have to resort to that if I cannot solve this.
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0 chocomonsters over 11 years ago

Michael,

Does your instruction apply to software UTM also?

Fred
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0 solae over 11 years ago

Hi

No, only to the hardware UTM, cause they have an Console Port. But if your hardware has also one, you could try to use it with my steps, but you may need to choose another baud rate.

Michael
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0 BarryG over 11 years ago

You can also try unplugging and re-plugging the keyboard, either during POST or after OS bootup.
Also, try a different (usb) keyboard.

Barry
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0 chocomonsters over 11 years ago

Thanks guys for your help.

I was able to reset password using unencrypted backup restore with USB stick. Once I regained access, I was able to reset root, admin, and loginuser passwords. After that I restored to more recent backup and regain setups.

Thanks again.
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0 SebastianMeyer over 11 years ago

I had the same problem and opened a support case.

-> Bug-ID 27806

Maybe it will be fixed in coming versions.
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