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Synchronisation Issues with Sophos Mobile on Android Work Profiles

We currently have the issue that on some devices the Syncs are not working very good. On Some devices its just fine, but on other the policies are not applied or even the synchronisation is stopping. Are there any issues with Mobile on Sophos Central actual? (Germany)

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Laslo Heckel over 2 years ago in reply to Qoosh +1 verified

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…

0 Qoosh over 2 years ago

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?

Kushal Lakhan

Team Lead, Global Community Support
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0 Laslo Heckel over 2 years ago in reply to Qoosh

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

(Model Google Pixel 4a (5G)
Operating system Android 12)
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0 Qoosh over 2 years ago in reply to Laslo Heckel

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.

Kushal Lakhan

Team Lead, Global Community Support
Connect with Sophos Support, get alerted, and be informed.
If a post solves your question, please use the "Verify Answer" button.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
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+1 Laslo Heckel over 2 years ago in reply to Qoosh

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!
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