Sophos Connect client looses profile when changing network

I can verify this issue happens if I remote into a machine is currently logged into the VPN.  If I select switch user and log in with a different account.  Then log off that account and sign back into the other (this account was never logged out), the Connect software will show that it has no profile.  I just upgraded the person to the latest version because I've ran into this twice (on different computers).

AlexanderPoettinger were you successful testing this issue against the Connect Client v 2.2?

we're having few users with disappeared connections. so far it seems to have happened only in v2.1 but I cannot say for sure. Some reported that the connection reappeared after several reboots.

Vmware "connect" has little in common with using a network cable. 

Connect means the connected hardware. Like plug in a new network card, but not the cable. 

Therefore, we can see the entire card the entire time. Hardware instead does not change while using wireless vs lan. to get Technifiser mods

Unfortunately the error does not happen every time.
And it does not happen if you just change the connection from LAN to WiFi on the same network.
It needs to be another network. Like going from home office to the airport.
I tried on a virtual machine with one network card as a bridge to my network and one as a NAT to the computer's LAN port.
And that triggered the error.
But not every time.
And once the client "knows" the network, it keeps that profile. But it is then a different profile form the other ones even if it uses the same PRO file. I noticed because changes I made on one profile were not present when I switched to another "known" network.
But it doesn't happen always. There's no real pattern, apart from the change in the network.

Hi AlexanderPoettinger - what the support ticket # that you raised ? Since you are seeing the issue, we wanted to debug the issue with you, maybe we can discuss more on the sophos ticket u raised.

Also we tried to repro this issue by moving from wifi to ethernet for a single user and we were not able to reproduce this issue.

The issue is still open.

Had a support case open but unfortunately Support didn't check the Sophos Connect Client, but thought there might be something wrong with the firewall and wanted access to that.

Unfortunately Support is there only if something that was functioning is broken.
When something doesn't function from the start, it's not their area.

Which means, that we are not very sure, how to cummunicate the client software error to Sophos

AlexanderPoettinger said:

Case# 05526278

Is there anything new about this case? It seems a customer got similar issues - we got other issues and didn't had a chance to talk with support about this :D

LuCar Toni said:

Sophos connect can potentially loose / hide the configuration, if a different user logs into the system. It seems like, a service process logging into the system with different rights can cause this too. So if you using a tool like RDP or support tool, could this potentially cause this as well? 

I'm not 100% sure, but they should have single user as well.

Helo LuCar Toni,

we have exactly he same issue with the version 2.2.75. Do you think we should use another open vpn client or is sophos able to fix this issue in short?

Regards

mod

Hallo LuCar Toni, thanks for the info.

Unfortunately in this case the clients are single-user computers..

We are now going to test with the new 2.2.75 client.

I'll update the post after our testing.

Sophos Support had no answer to the problem, also because they searched for the problem on the firewall and not on the client itself.

I read about something, which could potentially cause this issue. 

Sophos connect can potentially loose / hide the configuration, if a different user logs into the system. It seems like, a service process logging into the system with different rights can cause this too. So if you using a tool like RDP or support tool, could this potentially cause this as well?