Synchronisation Issues with Sophos Mobile on Android Work Profiles

Hello Laslo,

Thank you for reaching out to the Sophos Community Forum.

Generally, if the SMC application is closed out this may prevent the app from running in the background to perform synchronization. I recommend leaving the SMC application open in the app-switcher to ensure it’s able to synchronize in the background. 

Are you seeing issues when manually syncing the app as well? 

Hello Laslo,

Thank you for reaching out to the Sophos Community Forum.

Generally, if the SMC application is closed out this may prevent the app from running in the background to perform synchronization. I recommend leaving the SMC application open in the app-switcher to ensure it’s able to synchronize in the background. 

Are you seeing issues when manually syncing the app as well? 

Hello, yes even a manual sync does not work. All on:

(Model Google Pixel 4a (5G)
Operating system Android 12)

Were there any changes made on the mobile device, or from Sophos Central around the time the devices stopped communicating? 

If you already have a case opened for this issue, please let me know. I will reach out to you via DM to inquire further. 

Hello, we investigated with our supporters and just came to a conclusion:

If the device is not receiving policies, it helps to jump to the Settings - All Apps / Work Profile and delete Cache / Data of Sophos Mobile Control app. After this, the device is connecting again and getting the information. Now we are fine!