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The XG Series hardware appliances will reach end-of-life (EOL) on March 31, 2025. Click here to see the XG to XGS migration documentation.

Page permalink

Always use the following permalink when referencing this page. It will remain unchanged in future help versions.

https://docs.sophos.com/nsg/sophos-firewall/20.0/Help/en-us/webhelp/onlinehelp/index.html?contextId=diagnostics-connection-list-support-access

Support access

You can give Sophos Support remote access to the firewall to troubleshoot problems.

An access ID is generated and remains valid for the time you select. Sophos Support can connect to the firewall's web admin console and shell using the access ID. They don't need the admin credentials.

The firewall establishes connections for support access over TCP port 22 for both HTTPS and SSH and closes idle sessions after 15 minutes.

You can turn off support access at any time.

Requirements

If the firewall has an upstream router in your network, make sure you allow the following port and domain in the router:

  • TCP port 22
  • *.apu.sophos.com

Allow support access

To allow support access, do as follows:

  1. Go to Diagnostics > Support access.
  2. Turn on Support access and click OK.
  3. Select the duration of support access.

  4. Click Apply and click OK.

    The firewall establishes a secure control connection to its access proxy and generates a unique access ID.

  5. Under Access status, copy the access ID and share it with Sophos Support.