User assigns always to just one AD group

The "Other group memberships" within user-list stay empty?

if you (temporary) remove the first group, is the second assigned then?

The missed group is not the "primary group" for the user within AD? (this one can't be used ... i think)

Does this help:  Sophos Firewall: Backend Group Membership in Sophos Firewall  

When i remove the wrong group, the user is sorted to "Open Group".
And the wanted group on the xgs is not the primary group of the user in the AD

So the problem still exists.

Even opening a ticket with Sophos hasn't helped so far, except that they keeps asking for the same log files over and over.
The ticket has now been running for 9 weeks and there doesn't seem to be much motivation at Sophos to solve the problem.

Since there doesn't seem to be any progress at all on our ticket, I'll try here.
Can one of the mods take a look at what my ticket looks like and why the problem can't be fixed?

Hello there,

We regret to hear about your experience.

Can you share your Case ID?

Regards

01853258

Hello there,

Thank you for the Case ID.

Upon checking the ticket, I can't find where you get asked for the same logs repeatedly other than when you originally opened the case and when the L2 engineer wanted to escalate the Case to GES/DEV, (but this might be due to the translation).

In any case, I have escalated the case internally for management to review and reach out to you to go over your points and provide the next steps so the case can be solved or escalated to the next tier of support if needed. 

Let me know if you don't hear back in the next 24 hours.

Regards,

Hello,

the ticket is solved now.

The problematric users had a different local AD primary group than "Domain Users".
When i set back the useres in the local ad to Domain Users as primary group, they were correctly authenticated immediatly