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Sophos Connect client looses profile when changing network

We are experiencing a very strange effect with the Sophos Connect client.

We are using SSL VPN connections for the users.

The users load the profile from the user portal and import it into the client.

The connection works properly. 

But when the user changes his network (i.e. goes from his home office from where he downloaded the profile to the airport) the profile disappears.

This phenomenon has been observed with multiple users.

Every time the user changes his network, he/she has to download and import her/his profile again.



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  • So I understand you'*ve already had this issue live with real users on real workstations. And you were able to recreate the issue with VMware and the steps described.

    I would check with process monitor if there is something the connect client service in windows cannot read when the NICs have changed. Start process monitor then restart the connect client service. Does the issue already happen when you disable CC service, change NIC connectivity, then start the service without reboot?

    If you do not find something, it's time file a support case. Eventually the CC can be put to debug mode. Then recreate the steps you do. Though I have not found info about it beeing capable having a debug mode.

  • Yes, that's correct. 
    We've had the issue of the disappering profiles in the "wild" and that's why the customer asked us to check the issue.

    And I was able to recreate the issue in my lab.

    I will definietly be opening a case with support.

    My hope with opening the post here was, that perhaps someone had already run into the problem.

    Alexander Poettinger

    Sophos Certified Architect - XG
    Sophos Certified Technician - XG
    Sophos Certified Engineer - UTM

    xame gmbh
    Sophos Gold Partner

  • You are right, i mistake this process. I tried to reproduce this behavior on my vmware workstation, but it stays with a valid configuration. 

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  • Problem is that the loss of profile is not consistent, sometime it does, sometimes not.

    There is no pattern either in user nor network.

    But enough of our customer's employees experienced this behaviour to make it a real-life issue.

    For the moment we told them to keep their PRO file handy on their computer.

    This makes it easy for them to reprovision.

    But it's not exactly the best way forward. With so many of this customer's employees working either on travel or in the home office it is an issue.

    Especially travel.

    The strange thing is, that as soon as a known network is accessed again, the "lost" profile returns, because it's underlying configuration file is still there in the folder.

    Alexander Poettinger

    Sophos Certified Architect - XG
    Sophos Certified Technician - XG
    Sophos Certified Engineer - UTM

    xame gmbh
    Sophos Gold Partner

  • I just opened a case with Sophos Support.

    Case# 05526278

    Alexander Poettinger

    Sophos Certified Architect - XG
    Sophos Certified Technician - XG
    Sophos Certified Engineer - UTM

    xame gmbh
    Sophos Gold Partner

  • Today there came up reports that we've had 2 users / machines with similar issues. We're still checking the situation. Based on this thread I know where to look at.

    Thanks for posting the case#.

    Update: Currenty it looks like, it's different. Our users seem to have the config visible in the CC GUI but C:\Program Files (x86)\Sophos\Connect\protected is empty. I would not be surprised if Intercept-X has something to do with it.
    It has been deployed with .pro file and the users were using it regulary. Out of the blue it was no longer working / file missing.

  • 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? 

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  • 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.

    Alexander Poettinger

    Sophos Certified Architect - XG
    Sophos Certified Technician - XG
    Sophos Certified Engineer - UTM

    xame gmbh
    Sophos Gold Partner

  • 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

  • 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

    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.