Hi VGDTech,

Thank you for reaching out to Sophos Community.

Have you tried to use any how-to videos, documentation, Sophos Assistant, or KBA to try to check the issue?

Are you referring to Profile disappearing when switching user sessions( NCL-1621)?

You may try the following Steps to reproduce

We have the same problem that the VPN profiles in Sophos Connect disappear sporadically. This is very annoying as our user portal is not accessible from the Internet. According to our employees, there was usually a new connection to a new network prior to this, e.g. home office for the first time and connected to the dock or Wi-Fi at home or dialed into a new hotel Wi-Fi. Unfortunately, this is very sporadic, but we have several cases every day in the IT support hotline where we have to help restore the profiles, which is extremely frustrating.

However, some others also seem to have the same problem and nothing has changed so far. In general, the Connect Client only receives new updates very rarely, the last one was a long time ago.

See the threads where others have already mentioned the problem:
community.sophos.com/.../sophos-connect-losing-connections-profiles
community.sophos.com/.../sophos-connect-client-looses-profile-when-changing-network

Hi Lunie,

We regret to hear about your experience. Would you be so kind as to share the case ID so we can check further. 

Hello Erick,

I tried to switch to "User B" and then login back to "User A". The profile did disappear but after another logout and login the profile appeared again.

The issue which we encountered was when "User A" was the only one who logged into the device. There was no switching between different users.

I'm trying to replicate the issue by logging out and restarting the device. I did read through the KBAs and the documentation.

I could not find the NCL-1621.

Update on this case. Another user had the same issue. The VPN profile disappeared, it looks like because of a Windows 11 update.

I can confirm the problem with disappearing profiles in the Connect client. Mainly with imported provisioning files on notebooks, which change networks regularely. User profiles are not changed on these systems. Problem comes up in the first days of initial use of the Connect client and then goes away.

It is still so rare that we cannot recognize a pattern. We are evaluating connecting domain joined devices with windows integrated L2TP instead of Connect client.

We also tried L2TP over IPSec but had to discard it. Since Sophos only supports IKEv1 here, at least in Germany with DS lite Internet connections that do not have a full IPv4 address, there are problems that no connection can be achieved (e.g. Vodafone Cable or Deutsche Glasfaster). IKEv2 would solve the problem but here the option for remote access is not supported and is only available for site-to-site connections. Where the problem is with allowing this for one and limiting it for remote access is not clear to me. There have been countless threads here over the years asking for IKEv2 for remote access. They prefer to refer people to ZTNA in order to make propably more profit.

That's true. In genereal there are no improvements regarding remote access since ?? With sophos connect the same, no update since ??, a lot of know issues and bugs with SSL VPN, provisioning and MFA.

Ok thats good to know. ZTNA is no solution for a domain joined device, which has to connect to an internal domain controller or similar. I think we will open a ticket at least for the disappearing profiles problem.

I am still having this problem with a random subset of users, all on Windows 10. They are NOT switching accounts to cause this. They shut down all the way at the end of the day, then the next day their profile is gone.

I have a case open with Sophos but their suggestion is to try re-imaging or try another endpoint. There is something causing this (whether a Windows update or another issue) and I feel that it will just pop up again even if we do reimage.