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 accounts and then create a new administrator account for you. Your administrator account's access rights need to be separately deleted from every product you have rights to:
- Elements Endpoint Protection
- Elements Vulnerability Management
- Elements Collaboration Protection
Note: If you are a WithSecure partner with access to the Partner Portal or a WithSecure customer with access to the eService Portal using the same user account, you need to contact Customer Care to have the account removed.
How to remove an Elements Endpoint Protection user rights:
- Log in to the Elements Security Center
- Navigate to the Management > Organization Settings > Endpoint Protection Accounts page
- Click on the three dots on the right side of the user and select Remove administrator
How to remove Vulnerability Management user rights:
- Navigate to Management > Organization Settings > Vulnerability users
- Click on the selection box on the left side of the user (a menu will appear)
- Click Delete users
How to remove Elements Collaboration Protection user rights:
- Navigate to the Management - Collaboration Protection > Users page
- Click on the three dots on the right side of the user
- Select Remove
Once all the access rights have been removed, the user account will be deleted and can be re-created.
If you're the only administrator on the Elements account, or the other administrators do not have necessary access rights to create new administrator user accounts, contact WithSecure Customer Care for further assistance.
Article no: 000015352