Verified that there are no permissions issues and customer can connect outside Spotlight. They were using different shell then supported one - the Secure4Access gsh shell
We haven't tested SoO against the Secure4Access gsh shell
WORKAROUND:
Officially this shell is not supported but you may check with the Support Team support@quest.com if special patch can be written.
STATUS:
Waiting for fix in a future release of Spotlight.