NOTE: Effective 1/20/26, our new password policy will be in place so employees will no longer have to change their password starting in 2026. This means the "Password never expires" box in AD will always be checked in each user's profile and their password should never expire.
When a user lets their Windows password expire, usually due to vacation and missing the daily reminders, they will not be able to connect to the network remotely without IT's intervention.
In this case, set the user's password to "never expire" in Active Directory so he/she can get back on to Sophos Connect.
After that, un-check the "password never expires" box and check the "user must change password" box to let them set a new one. (If you only un-check "password never expires," it will set the account back to "expired" status and not let the user update anything. "User must change password" will force allow a password change.)
Disconnect from and re-connect to Sophos Connect for good measure. If Sophos keeps failing to connect, it may require an updated version be installed.
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