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Why is a customer company or a subscription key not visible in the Elements Endpoint Protection portal in a reseller partner's account?
Issue: Reseller partner has sold a subscription to a customer but when the reseller partner views their Elements Endpoint Protection portal, they are unable to see / view the customer company or the subscription key / code under the reseller partner's Elements Endpoint Protection account. Resolution: Make sure that you…
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Software Updater not updating Zoom Client
Issue: It appears that WithSecure Software Updater does not check if Zoom Client product is up to date. Resolution: The exe installer for Zoom is unsupported since it is a user-specific installation instead of machine-wide (it runs out of AppData within the user profile, does not lay down reg keys in HKEY_LOCAL_MACHINE).…
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Unable to uninstall Elements Endpoint Protection from Windows / Mac, getting error: "Uninstallation is not allowed"
Issue: I am trying to uninstall WithSecure Elements Agent (EPP for Computers or Computer Protection for Mac) from my Windows or MacOS computer, but I get the error notification: "Uninstallation is not allowed, Settings do not allow local uninstallation. Contact your administrator." Resolution: This is due to the Elements…
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The "Save and publish" button in the Elements Endpoint Protection Portal is grayed out for firewall hence unable to publish the profile
Issue: I am not able to modify firewall settings via Elements Endpoint Protection portal profile editor, as when I make any change to the settings, the save and publish button gets greyed out and no further changes can be made anywhere in the profile. Resolution: There can be different scenarios that could cause the…
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How to export infections report from the Elements Endpoint Protection Portal?
Issue: How can I export the infection report from the Elements Endpoint Protection portal? Resolution: You can export the report the following way: * Login to Elements Endpoint Protection portal * Go to the Reports page * Go to the Infections tab * Click on the Action menu next to Infections (3 dots) * Select Export Report…
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Searching a string within a device name is not working for Device search in the Elements Endpoint Protection portal
Issue: When I try to search a device (e.g. EXAMPLE-PC123) in the Elements Endpoint Protection portal by using characters in the end or inside of the string (e.g. PC123), there are no results found. I need to know the beginning of the name in order to find it. Resolution: The search functionality is doing search based on…
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WithSecure Elements Endpoint Protection product installation fails with error: "You cannot use the subscription key you entered for this computer anymore."
Issue: When installing an WithSecure Elements Endpoint Protection product (Elements EPP for Computer or for Servers), user encounters an error about the subscription key they are trying to use: * Error: "You cannot use the subscription key you entered for this computer anymore. If you need a new subscription key, contact…
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WithSecure Elements EPP for Computers installation fails in a Windows 8 computer with error "This version of Windows is not supported"
Issue: WithSecure Elements EPP for Computers installation on a Windows 8 computer, fails with error "Check System Requirements, This version of Windows is not supported, please make sure you have the right operating system and service packs installed." Resolution: Only Microsoft Windows 7, 8.1 and 10 (all 32-bit and 64-bit…
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How to exclude file extensions from Real-time scanning via the Elements Endpoint Protection portal?
Issue: How to exclude file extensions from WithSecure Elements EPP for Computers and for Servers Real-time scanning using the WithSecure Elements Endpoint Protection portal? Resolution: Follow these steps to create an Real-time scanning exclusion for specific file extensions: * Log in to the Elements Endpoint Protection…
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How to import or export JSON file in Elements Endpoint Protection portal for Browsing Protection configuration?
Issue: Importing or exporting JSON file for Elements Endpoint Protection (EPP for Computers or for Servers) Browsing Protection configuration Resolution: You can follow the steps below to import or export JSON file in the Elements Endpoint Protection portal for Browsing Protection configuration: * Login to Elements…