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Unable to import multiple mobile devices from CSV-file to Elements Endpoint Protection portal
Issue: I get the following error: "failed to invite multiple devices via CSV file!", when trying to invite multiple devices to Elements Endpoint Protection portal for Elements EPP for Mobiles (Mobile protection). Resolution: Make sure you are importing the details in the following CSV format: <owner email>;<owner last…
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Elements Agent shows "could not verify the subscription code" error during installation
Issue: As a user enters the subscription key during installation of Elements Agent , they receive an error message saying "Could not verify the subscription code. Try again later". Subscription key can be for any of the following Elements products: * Elements Endpoint Protection (EPP for Computers and EPP for Servers) *…
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Connection Control banner showing to all users on an RDS or Terminal Server when the feature is enabled with Elements EPP for Servers
Issue: When running WithSecure Elements EPP for Servers on an Microsoft RDS server, where multi user can login to this RDS host, WithSecure Connection Control banner is shown for all users on the RDS host WithSecure Connection Control banner prompts all connected users when one user goes to a banking web page, with the…
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Elements Endpoint Protection DataGuard feature is blocking applications after being disabled in the Endpoint Protection profile
Issue: * We've disabled DataGuard in the Endpoint Protection profile using the Elements Endpoint Protection Portal, but devices using the profile are still getting applications blocked by DataGuard. * Devices using another profile where DeepGuard is disabled entirely are not experiencing this issue. * We've tried disabling…
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Elements Endpoint Protection client does not take the new expiry date into use after subscription key was renewed
Issue: Elements Agent (EPP for Computers or EPP for Servers) does not take the new expiry date into use after the subscription key is renewed. Resolution: * In the scenario whereby Elements Endpoint Protection (Elements EPP for Computers or for Servers) subscription is renewed when a subscription is still valid, there is a…
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Does the scheduled scanning start on the next startup, in case the system is shut down during the scheduled scan time?
Issue: If a scheduled scanning time has been set for Elements Endpoint Protection for Computers (Elements Agent), does scheduled scan start on the next startup, in case the system has been shut down or offline during the scheduled scan time? Resolution: The scheduled scan does not start on the next computer startup. It…
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Elements Agent installation fails on a tablet with ARM-based processor like for example the Microsoft Surface Pro X
Issue: When trying to install WithSecure Elements Agent (EPP - Elements Endpoint Protection for Computers) on a Microsoft Surface Pro X, the installation seems to stop promptly and never finishes. Is it because the product doesn't support the processor? Resolution: The Microsoft Surface Pro X has an ARM-based processor…
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Elements Computer Protection for Mac installation fails due to product not being compatible with McAfee Menulet
Issue: Installation of F-Secure Elements Computer Protection for Mac fails with error message: "product is not compatible with com.mcafee.menulet." Resolution: It is advised to disable password and tamper protection for McAfee Business End Point Products to allow F-Secure Sidegrade feature to work. Steps on how to…
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After installation of Elements Endpoint Protection Agent, protection is in malfunction state and unable to download malware definition updates
Issue: * After installation, Elements Agent (EPP for Computers and EPP for Servers) is in Protection malfunction state * Status shows Computer is not protected * Check for updates page shows the product to be unable to download malware definition updates from the update server Resolution: First check the Updates page in…
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Elements Agent installation fails with "Something went wrong" error
Issue: When trying to install Elements Agent (EPP for Computers or for Servers) in a Windows Server 2019 terminal server but the installation failing with error "Something went wrong" Resolution: Proceed to check if you can find any information in the server's Event Viewer (application) that indicates this installation…