Overall protection "waiting for connection"

DanRom · 2020-10-24T02:56:36+00:00

There was an error rendering this rich post.

Since 2 days ago some devices (PCs) are with a blue mark in Overall protection saying "Waiting for connection". Further, when your see The protection Status in the seccion Computer Protection is Not Available; Automatic updates Unkown; Device control, Dataguard (Premium) and Application Control (Premium saying Waiting.

I uninstall the program using F-secure Uninstallation tool and then perform re-installation but it is the same.

Find more posts tagged with

Accepted answers

MikaArasola

Hi!

Sorry to possibly lead you off track, but yesterday we noticed a problem in our backend handling full status updates from clients. The issue is still under investigation but we already managed to get almost all status updates to work.

This should work for you know, but I suspect the problem was most likely on our side rather then yours.

All comments

MikaArasola

Hi!

This should work for you know, but I suspect the problem was most likely on our side rather then yours.

MonikaL

Hi Danrom,

Make sure that these hostnames *.fsapi.com, *.f-secure.com are reachable by the host. Do also make sure the problematic server has the latest signed certificates that is issued by Digicert.

https://community.f-secure.com/common-business-en/kb/articles/5888-f-secure-product-installation-fails-with-error-could-not-validate-the-server-certificates-and-create-a-secure-connection-to-the-service-make-sure-that-your-windows-has-the-latest-updates-and-try-again

If traffic to the hostnames is allowed in your network, alternatively you can try to uninstall and re install the product by using MSI installer. The MSI installer can be download from PSB download tab.

MikaArasola

After an initial installation, the computer will send a status update to F-Secure containing all of the information regarding the computer and our services. The "waiting for connection" state is displayed between installation, and receiving the first full status update.

In practise this should happen within minutes of the initial installation. Some things you could try before creating a support request with a diagnostic file:

Ensure there is no other antivirus software installed
Ensure your firewall / proxy allows connections to *.f-secure.com and *.fsapi.com
Try to restart the computer
In the computers local UI verify if it seems to be downloading updates (in other words if the issue is just sending status updates or all connectivity)