Sophos Secure Email loses configuration after password reset

Hello Everyone,

we recently face an issue, which costs us alot of time and nerves and I can not really find a fix or the cause of the problem.

I hope that someone in the community might have already faced the issue and knows a fix.

When a user misstyped their Sophos Secure Email password they get locked out of the container and we need to reset the Container password, so that they can type in a new password and access their E-Mails. The reset is done over Sophos Central -> "Reset container password".

This definetly worked without a problem for 1 - 1.5 years, but now it stopped working.

What is happening: The reset seems to work at first but after a reload of the Secure Email App the user gets the message that there is no configuration data and that they should reach out to the IT. The only working fix for this issue is the complet new integration of the user, which is really annoying.

Does anyone know a fix for the issue or has some troubleshooting that I was to blind to find ?

The Problem appears on iOS, but is not specific to the iOS version as the problem persists for atleast this year.

Thanks in Advance.