Sophos Firewall - How to reset admin password

[@leandromartins0880]

Hello, good afternoon. I’m facing an issue with a Sophos firewall. Initially, the firmware was on version 17, and I performed all the available updates to the latest version. I only have access to the firewall with my user account, which is an administrator. However, the client doesn’t know the password for the "Admin" user. To set up remote access through Sophos Cloud, it requires activation exclusively with the admin password. I attempted to perform a reset using the console cable, following the provided steps and using PuTTY. However, after establishing the connection, PuTTY only displays the prompt and doesn’t proceed to other options or commands. I would appreciate any guidance or help to resolve this issue. Best regards,

[@Fusion_Station1]

Hello @leandromartins0880, Once the connection is established using PuTTY and shows blank screen, just press enter. It will give you the prompt to enter the password. Then just type RESET (wouldn't be displayed while typing) and press enter. Then after you will get the option to reset the admin password. I hope your query has been answered and apology for the delayed response. Feel free to ask if you have any further queries.