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Role management FAQs

Find answers to common questions about role management in Sophos Central.

Why can't I assign a role to a user?

This issue can occur for the following reasons:

  • A user doesn't have an email ID. You can't assign an admin role to them.
  • A duplicate username or email already exists in the Sophos Central dashboard. You'll see an error message. To fix this, the user must add an alternative email address.
  • A user is already associated with the same username or email address on another Sophos Central account.
Why can't I assign a role to an AD synchronized user?

This behavior occurs when there are duplicate AD synchronized users. To fix this, do as follows:

  1. Go to My Environment > Users & Groups.

  2. Enter the user's email address in the search bar.

    If the search result returns more than one user, go to step three.

    If it returns only one user whose details can't be edited, or if you can't save your changes, this may be because the email address is used on other Sophos Central accounts. To fix this, see Unable to modify a user's role.

  3. Decide which users you'd like to assign a role to.

  4. Click the user with the duplicate email address.
  5. Click Edit.
  6. On the Edit User dialog, remove the duplicate email address from that user and click Save.
  7. Repeat step two until six for the remaining users with duplicate email addresses.
  8. Click the user whom you want to assign a role to.
  9. Click Edit.
  10. On the Edit User dialog, in Role, select a role for the user.
  11. Click Save.
Why is a welcome email not sent to a user that was assigned a role?

Welcome emails or Self-Service portal notifications for a role are sent only once. If a user deletes the email or can't find it in their spam folder, the welcome email needs to be resent. Delete the user from Sophos Central and then add them again with the appropriate role.

There's no expiration time for the URL included in the welcome email.

Welcome emails are automatically sent when roles are assigned to a user or to the Self-Service portal.

If an email address is already associated with a different Sophos Central Admin account or a Self Service portal linked to another Central account, the user won't receive a welcome email. An email address can only be used once.