Has the homeagent described to you in the Livedesk that they are getting the - 'failed to attach to key daemon' error ? If so, then before submitting the ticket to Sensee IT ServiceDesk put in the subject title of the ticket being raised :- VPN failed to attach to key daemon
Did you know that homeagents can often fix this issue themselves by holding down the Windows key on the keyboard and select the letter 'R' - then typing in the run command box
services.msc
Ensure that they start/restart both the services for Shrewsoft as listed below so that the status appears as 'Started'