The most-read troubleshooting articles. Chances are your answer is already here.
Issue: Real-time scanning or DeepGuard has detected a file to be malicious. How to submit a sample file to Virus labs to find out if it is a false positive? What if a possibly malicious file has not been detected, how to submit a sample file to virus labs to find out if it is a false negative? Resolution: If you suspect…
Issue: When an WithSecure endpoint product is installed on a computer or server, there is high CPU or memory (RAM) usage and applications are experiencing performance issues. The connectivity of some applications can also be slow or blocked completely. Issue affects all WithSecure clients: * Elements Endpoint Protection…
Issue: Getting an error of "Your login to WithSecure™ Partner Portal failed. Please try using a different browser, or you can open a support ticket at: https://www.withsecure.com/en/support " when logging into Partner Portal. Resolution: This error message appears typically when user has an existing WithSecure user…
Issue: I would like to register my Policy Manager Server which is not connected to a network (offline), how do I proceed?Resolution: * Contact WithSecure support by opening a support request here. * Provide the following information for WithSecure technical support to create an offline registration file: * Account Name *…
Issue: WithSecure Elements Endpoint Detection and Response (EDR) detects a safe application (e.g. an in-house application). How to whitelist the detection?Resolution: You can close the Broad Context Detection (BCD) as "Accepted behavior", to create suppression rule that can accept the behavior of a user or a process. To do…
Issue: How to reset two factor authentication (2FA) for a WithSecure Business Account (Elements, Partner Portal, eService Portal) user account. Example scenarios: * User has a new mobile device and wants to move or transfer the authenticator to the new device * Device that had the multi factor authentication (MFA)…
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Hi, we have curious case. Elements Sec Center says a File would be detected as Trojan. We ran a local Scan with the Elements Agent and the Agent tells us, there is no risky file nor a Trojan. Why would these 2 results differ? I double checked that its the same appliance and the same path and still i got no clue why it…
Hi, Is ther a way to run powershell on devices, automated or manual for an admin? I have a need for making an powershell script that shuts down some vpn connections, updates the vpn client and then starts up the connections again. We have an "WithSecure Elements EDR and EPP for Computers Premium" licens. I can see that…
Hi, We have a problem where our customer is moving from their old it support to our support. Their old support does not respond when we asked them to release Elements EPP locked installation so we can uninstall Elements EPP and reinstall our new Elements EPP to get customer clients to our portal. So, I tried to uninstall…
Hello, Has anyone managed to install Withsecure elements via Intune yet? We are unable to have the application installed as a 'line of business app' via Intune. If you did, what config did you use? We use the following parameters: /qn VOUCHER=XXXX-XXXX-XXXX-XXXX-XXXX
I need to install and configure a WithSecure Elements Connector to forward all security events to a SIEM server. I have installed WithSecure Elements Connector in my managed environment on Linux. I follow this guide:…
I have two questions regarding USB storage: How to set in Policy Manager that USB storage is automatically scanned when connecting? How to ban all USB storage devices except for specific one in Policy Manager?
Hello, I tried to update PDFCreator 5.0.3 and VirtualBox 7.0.8 via my software updater through my F-Secure Policy Manager to version 15.30 but it returns an error message (WA_VMOD_ERROR_PRODUCT_NOT_SUPPORTED) for PDFCreator and (WA_VMOD_ERROR_INSTALLATION_FAILED) for VirtualBox and it doesn't work on any of the PCs in my…
Hello, some users report constant restart messages from F-Secure. I have this problem on PSB and F-Secure Client Security Premium with local Policy Managers. Some of the users report that a restart (and more restarts!) didn't solve the problem. They get the message every day. Attached you can see a screenshot from my…
Hi, Software updater has couple updates that have problems installing and then it just keeps asking again and again for boot for many users. I have now exluded 7zip and Windows KB update, but is this like the only solution? Why the updates just keeps failing and requesting boot. Also Citrix, Mozilla and Acrobar reader wont…
Hello everybody, I am new to F-secure Elements. I try to install it using a GPO with MSI packages. I have read and follow steps of f-secure admin guide. But when at the end of the creation of my GPO, i go to the "modifications/changes" tab and point to my mst file, i have an error message saying "eventid 101: Installation…
Hello, We are currently experiencing a serious issue on several Windows workstations since the latest WithSecure EDR update combined with recent Windows Updates. It looks like a potential conflict between WithSecure EDR / Microsoft Defender and the latest Windows build. Issue description After unlocking or logging into a…
How do I turn off the black F-secure stamps on icons on my computer?
Hi Unable login into emea psb portal, password incorrect. In the f-secure client "missing updates" and "installations" list is empty as well. Some global issue?
Hello all, How to manually set the WithSecure Client Security Update server to to lets say 'guts2.fsapi.com' for example? Kind regards, rdpk07
I didn't find any guides for the upgrade process so is it even possible? Do I need to install new Policy Manager from scratch? The installer doesn't provide any upgrade possibilities and wiped off the F-Secure Policy Manager from the server without even asking me. I reverted back to a snapshot which I took before the…
I get the following error message when installing F-Secure Linux Security 64 on Debian 11 according to the manual: Selecting previously unselected package f-secure-linuxsecurity. (Reading database ... 66812 files and directories currently installed.) Preparing to unpack .../f-secure-linuxsecurity.deb ... Unpacking…
Hello, For a few months, we have had the F-secure Client Security Premium antivirus installed on our computers at work, but I have a problem that my co-workers don't have and that the IT guys don't seem to understand as well: Every Monday at 13h30 there is the automatic weekly checkup and for 5 to 40 minutes each week, my…
Hi everyone. We're seeing a high number of reports of Trojans during the update of the file %windir%\system32\compattelrunner.exe (telemetry) on our clients. The files involved are in :\Windows\Installer\XXXXX.msi (randomly generated file name). Yesterday we had some reports on Virus Total (example:…
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