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Password for "Turn off all security features"
Hi All, On a client I have to temporarily turn off the protection ("Turn off all security features"). Now I am asked for a password ("Your administrator has protected this feature with a password."). However, I am the administrator and do not know any password for this. At least it isn't the uninstall password. In the…

Elements Endpoint Detection and Response (EDR) detects a safe application. How to whitelist the detection?
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…
Getting an error of "Your login to WithSecure™ Partner Portal failed." when logging into Partner Portal
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 account,…
How to reset two factor authentication (2FA) for a WithSecure Business Account (Elements, Partner Portal, eService 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, Partner Portal or eService Portal. How can the 2-step authentication be reset? Resolution: Ask another administrator to delete your administrator user…
Does WithSecure Elements Endpoint Protection for MAC support macOS version 15 Sequoia ?
Issue: Does WithSecure Elements Endpoint Protection Agent for MAC support macOS version 15 Sequoia? Resolution: The latest Elements Agent for MacOS 24.3.53367 does not yet support MacOS Sequoia. Official macOS 15 Sequoia support is coming with version number 24.4. You can follow this WithSecure Community changelog to know…
Error: 'An error has occurred while adding an administrator.' when creating a new administrator in Elements Security Center
Issue: An error has occurred while adding an administrator. -error is shown when attempting to add a new admin account using the Management > Organization Settings > Security Administrators page. Resolution: This error means that the user already has an already existing user account that is tied to an Elements company or…
How to submit a false positive or negative sample file or URL to WithSecure
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…

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