How to make a request for a remote FSDIAG for WithSecure Elements Endpoint Protection products

If there is an issue with a computer in your managed accounts, the WithSecure Elements EPP portal administrator can select the computer and make a request to the customer, who allows an FSDIAG file (diagnostic data) to be collected and uploaded to the portal. The diagnostics file is essential in finding out more about the issue and its root cause.

This functionality is only available for Windows, both servers and computers.

Log into the portal, and go to the relevant customer account, if you are managing multiple accounts.
Once in the correct account, select Devices, and click on the link for the relevant device (the device that has the issue and for which the fsdiag file is needed).
This opens up a page with device details.
Select Request Diagnostic file at the bottom of the page, then select Request. For privacy purposes, a notification appears for the end user; this does not appear on the server side.
Note: To check that the request has been sent to the customer, in the customer account, go to Devices > Click three dots on right side of Devices title > Manage operations. Here, you can view which requests have been made and when they expire.
Make sure that the customer allows the FSDIAG file to be collected. To do this, they select Allow once they see the notification on their device.
When the customer has allowed the FSDIAG file, in the customer account, go to Devices > Click three dots on right side of Devices title > Manage operations to check that the file is now in the system.
On the Manage operations page, get the reference number for the FSDIAG file created and include this number in the Support ticket to WithSecure Support. In the Support ticket, WithSecure can see the reference number and can download the file for further investigation. A partner can download the fsdiag by clicking the three dots in the Action column.

Note: The FSDIAG file can only be downloaded by WithSecure Support or by partners that need to access to this information for support purposes. The FSDIAG file is automatically deleted after two weeks.