Support access

You can allow Sophos Support to temporarily access your XG Firewall for troubleshooting purposes.

Support access enables Sophos Support to connect to the web admin console of XG Firewall without requiring admin credentials.

When Support access is enabled, Sophos Support can access the web admin console and shell of your XG Firewall device. XG Firewall initiates all connections with Sophos Support over TCP port 22 for both HTTPS and SSH. XG Firewall closes idle SSH sessions after 15 minutes.

To set up Support access, do the following:

  1. Go to Diagnostics > Support access and turn Support access on.
  2. Click OK.
  3. Select the duration of support access.
  4. Click Apply to update the settings.
  5. Click OK.
    Sophos XG Firewall establishes a secure control connection to APU (access proxy for UTM) and negotiates a unique access ID.
  6. Share the access ID with Sophos Support
Sophos Support uses this access ID to sign in to your XG Firewall device. The connection remains live until the specified time.
You can turn off support access at any time.