You cannot log in to SafeGuard Web Helpdesk, 'Logon failed' error is displayed

  • Article ID: 114333
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  • Updated: 17 Dec 2014

When you attempt to log on to the SafeGuard Web Helpdesk an error message is displayed:

Logon failed. Please try again

Known to apply to the following Sophos product(s) and version(s)
SafeGuard Web Helpdesk

What to do

This error often occurs after resetting the users password within Active Directory. The certificate associated with the user is incorrect and prevents logon to the Web Helpdesk. It also prevents access to client computers that have been encrypted with SafeGuard Enterprise (SGN).

  1. Open the SafeGuard Management center:
    • Start | Programs | Sophos | SafeGuard | SafeGuard Management center
    • Log into the Management center with your account
  2. Go to the 'Users and Computers' view, select the user that is unable to log into the Web Helpdesk, 
  3. On the 'Certificate' tab, select the certificate and delete it.
  4. Go to the 'Security Officers' view and select the user.
    It will generate an error and the user will be removed from the 'Security Officers' view
  5. Go back to the 'Users and Computers' view.
  6. Right-click on the user and select 'Make this user a Security Officer'.
  7. Select the required permissions/roles (ensure that 'Helpdesk' is one of them).
    This will generate a new certificate for the user and they will be re-added to the Security Officers list.

The user should now be able to log onto the Web Helpdesk with their new password.

Related KBA: Promoted MSO/ SO cannot log in to the Management center with their new password



If you need more information or guidance, then please contact technical support.

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