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Sophos Connect client looses profile when changing network

AlexanderPoettinger

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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  • 0 in reply to mod2402

    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

    Alexander Poettinger

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

    xame gmbh
    Sophos Gold Partner

  • 0 in reply to AlexanderPoettinger

    Hi - 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.

  • 0 in reply to Giridhar Katti

    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.

    Alexander Poettinger

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

    xame gmbh
    Sophos Gold Partner

  • 0

    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



    Punctuation
    [edited by: Priko Serto at 10:07 AM (GMT -7) on 1 Sep 2022]
  • 0 in reply to 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.

  • 0

    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).

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