Sophos Connect VPN Sporadically Forgetting Saved Credentials


I am having a few issues with the Sophos Connect VPN sporadically forgetting saved credentials for a few users. e.g. the credentials will be remembered for a random period of time before the user is repromoted to enter them in again (this is normally a few days or weeks).

I believe the credentials are stored in c:\Program Files (x86)\Sophos\Connect\protected\com.sophos.connect.xxxxxxxx. However, I am unsure how I go about diagnosing if anything is tampering with this file.

Please note, we are running 18.5.2 on our firewalls and the user has the latest connect client installed.

Any suggestions would be great.

Edited TAGs
[edited by: emmosophos at 7:09 PM (GMT -7) on 17 Mar 2022]