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Device name is not updating to the new name in the Endpoint Protection Portal after changing the computer name
Issue: After changing the computer name of a computer where Elements Agent (EPP for Computers or EPP for Servers) is installed, the device name is not updated to the new name in the Elements Endpoint Protection portal Devices page. Resolution: The product does not immediately update the device name in the Elements Endpoint…
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WithSecure Elements Mobile Protection Network Protection causes slowness or connectivity issues with certain applications
Issue: WithSecure Elements Mobile Protection Network Protection Network Protection (Network Gateway) causes slowness or connectivity issues with certain applications, such as Google Play updates, Whatsapp and Teams messages. Resolution: Make sure you have battery optimization turned off for Elements Mobile Protection on…
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How to create a custom Elements Endpoint Protection profile to allow VPN traffic through the firewall? Which ports to open?
Issue: * After installing Elements Agent (EPP for Computers or for Servers), VPN connection stopped working and is blocked by the Windows firewall. * How to create a custom Elements Endpoint Protection profile to allow the VPN connection? * Which ports need to be opened to allow PPTP, L2TP and IPSec VPN connection through…
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How to reset two factor authentication (2FA) for a WithSecure Business Account (Elements, Partner Portal) user account if the mobile device with the authentication application has been lost
Issue: Device that had the multi factor authentication (MFA) application broke or has been lost and user has 2-step authentication enabled in the Elements Security Center or Partner Portal . How can the 2-step authentication be reset? Resolution: Ask another administrator to delete your administrator user accounts and then…
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Windows Security Center reports "WithSecure Elements Agent is snoozed"
Issue: I am receiving reports from Windows Security Center that "WithSecure Elements Agent is snoozed". Trying to activate the product through Windows Security Center brings up a dialog asking for admin rights to enable the software. When opening EPP directly, everything seems to be functioning normally. Resolution: This…
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Is it possible to remotely uninstall Elements EPP for Computers or for Servers via the Elements Endpoint Protection Portal?
Issue: Is it possible to centrally send an operation for remote uninstallation of the Elements Agent from the Elements Endpoint Protection Portal? Will removing a device from the Devices-list in the Elements Endpoint Protection Portal cause the client software to be uninstalled? Resolution: Removing a device from the…
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Request from WithSecure partner or customer to remove subscription and the company account from the Elements Portal
Issue: Request from partner or customer to remove subscription and the company account from the Elements Portal. Resolution: Proceed to contact Order Services directly via email and provide them with the following information below for deletion: * Company name * Customer number * Subscription key If you cannot reach…
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How to create a company account in the Elements Endpoint Protection Portal
Issue: How do I create my company account in the Elements Endpoint Protection Portal? Resolution: Follow the steps below to create your company account in the Elements Endpoint Protection Portal: 1. In your License certificate that was provided by your WithSecure Reseller, verify to which Elements portal your subscription…
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Elements Endpoint Protection cannot download updates from GUTS2 server with error=71 (protocol error)
Issue: Elements EPP for Servers shows "protection malfunction" status in the local user interface due to it being unable to download updates from GUTS2 server. AUA.log shows: I: Checking for updates from https://guts2.sp.f-secure.com I: Update check failed, error=71 (protocol error) Example errors: *I: [fslib] downloading…
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Elements Endpoint Protection - DataGuard feature blocks Windows processes and applications installed in the Windows Users or AppData folder
Issue: When the DataGuard features Access control and Discover trusted applications automatically are enabled for Elements EPP for Computers/Servers, DataGuard blocks Windows processes and applications installed in the Windows Users, AppData or System32 folder. The Security Events tab in the Elements Security Center shows…