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UTM 9 .3 unable to access web console and Root password dropping

Martyn RM

Hey All,

Got a UTM 9.3 here and it is deployed and working in a production area running vpns to other sites but

cant access the device through the web console  - internal error 500 - and when I tried to login to reset http found that the root password wasn't working - a little odd but I reset the root password and was able to log in as root but as the web console wasn't working decided to reboot the device.

On reboot still getting error on webpage and  no longer able to log in as root

I've now tried this a couple of times to rule out finger problems and I keep getting the same issue  - no web console and every reboot resets the root password

I want to avoid the factory reset path as I will have to deal with a third party to get the vpn's back up so before I go there does anyone have any suggestions?

BTW new to sophos

thanks

M



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  • 0

    If you do have a recent configuration backup, then you could still try the factory reset path since the VPN-configurations are also in the backup files. I don't really have other suggestions, so maybe other, more experienced forum members can give you some more suggestions to try first.

    Managing several Sophos UTMs and Sophos XGs both at work and at some home locations, dedicated to continuously improve IT-security and feeling well helping others with their IT-security challenges.

    Sometimes I post some useful tips on my blog, see blog.pijnappels.eu/category/sophos/ for Sophos related posts.

  • 0

    Hey M.

    Seem like your hardware is not behaving well. If you are at all able to login, try taking a backup from the console and sending it to your email (https://community.sophos.com/kb/en-us/119814). After that, reimage your device and restore your configuration from the backup (https://community.sophos.com/kb/hu-hu/115187). If at all possible, do the install and restore on another similar hardware. That behavior seems like an imminent hard drive failure to me. 

    Regards,

    Giovani

  • 0

    In the end I went the factory reset as I was time poor and after that the device came back and was able to get into the console/web admin after a password reset.

    and rather than do a restore from backup I redid all the settings from scratch and the device seems to be working ok again.

    Will just have to monitor for a while and if it starts showing the same symptoms will replace the unit as its only 8 months old

  • 0 in reply to Martyn RM

    I'm glad you were able to work things out. 

    Keep an eye on your logs, specially kernel.log and system.log. If there's a hardware issue something will get logged there.

    Regards,

    Giovani

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