Skip to content
Last update: 2021-10-15

Support access

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

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

When Support access is enabled, Sophos Support can access the web admin console and shell of your Sophos Firewall device. Sophos Firewall initiates all connections with Sophos Support over TCP port 22 for both HTTPS and SSH. Sophos 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 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 Sophos Firewall device. The connection remains live until the specified time.

You can turn off Support access at any time.

Back to top