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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.

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

https://docs.sophos.com/nsg/sophos-firewall/21.0/Help/en-us/webhelp/onlinehelp/index.html?contextId=diagnostics-connection-list-support-access

Support access

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

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

When you turn Support access on, Sophos Support can access the web admin console and shell of your firewall. The firewall initiates all connections with Sophos Support over TCP port 22 for both HTTPS and SSH. It closes idle SSH sessions after 15 minutes.

To set up Support access, do as follows:

  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.

    The firewall establishes a secure control connection to its access proxy 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 firewall. The connection remains live until the specified time.

You can turn off Support access at any time.