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I receive error "Could not find subscription key" while adding a subscription key to a company account in the Elements Endpoint Protection portal
Issue: Receiving error "Could not find subscription key" when adding subscription key to an Elements Endpoint Protection company account. Resolution: Check that the subscription key code you ordered is correct for the account you have. If you have a Company Managed subscription key and the company account is placed under a…
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Elements Mobile Protection Network protection (VPN) functionality greyed out and cannot be enabled
Issue: Mobile Protection Network Protection (VPN) functionality shown as OFF in the user interface and is no longer be available to be enabled or turned on. Resolution: It is by design that the Network Protection feature is greyed out and cannot be enabled in the Elements Mobile Protection user interface. VPN functionality…
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How can I change an Elements subscription from Partner Managed to Company Managed or vice versa?
Issue: How to change an Elements (EPP, EDR, Protection for Microsoft 365 or Vulnerability Management) subscription type from Partner Managed to Company Managed or from Company Managed to Partner Managed. This could apply to the following scenarios: * You're a company buying the product from a reseller and you want to…
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Why is the Browsing protection extension name still "Browsing protection by F-Secure" for Elements products
Issue: Why is the Browsing protection browser extension or add-on still named "Browsing protection by F-Secure" for Elements Endpoint Protection products? Resolution: WithSecure products will switch to using the "Browsing Protection by WithSecure" browser extension in early March 2024. You can read more about this change…
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Elements portal malware protection status shown as "Broken ACS" for a device
Issue: When looking at the Malware protection column on the Elements Endpoint Protection portal's Devices page, the status for one or more devices is shown as Broken ACS. Overall protection shows "Malware issue" status when the device's details are viewed. Locally in the Elements Agent user interface, status is shown as…
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Trojan:W32/GenInflated.B infection shown for PowerAutomateDesktop adaptivecards.dll
Issue: Elements Endpoint Protection portal's Security Events page shows Trojan:W32/GenInflated.B infection name for: * C:\Windows\ServiceProfiles\NetworkService\AppData\Local\Microsoft\Windows\DeliveryOptimization\Cache\6b9a4d43-a587-4b92-882f-398e6d291cb5\content.bin\[50] PowerAutomateDesktop-11.2401.31.0-x64.msix\[1]…
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How to prevent a local user from creating exclusions for Elements Endpoint Protection?
Issue: How to forbid a local user from creating real-time scanning or DeepGuard exclusions for Elements Endpoint Protection (Elements EPP for Computers or Servers)? Resolution: You can block or disallow a local user from creating or adding new exclusions in the local Elements Agent user interface by changing a few settings…
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Reformatted device is duplicated in the Elements Endpoint Protection portal after reinstalling Elements Agent
Issue: After reformatting a device and reinstalling Elements Agent, the device is duplicated in Elements Endpoint Protection portal. The Elements Endpoint Protection portal's Devices page shows two devices with the same name. One device is in offline status, but the physical device is actually online. How to reinstall…
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Elements Endpoint Protection host device is not visible in the Elements Endpoint Protection portal
Issue: After installation of Elements Agent on a computer, Elements EPP for Computers or EPP for Servers host device is not listed on the "Devices" page in the Elements Endpoint Protection portal. Why is the device not found on the "Devices" page? Resolution: Follow this checklist to check that all is OK: * Verify that…
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When creating a company account, Elements Endpoint Protection portal displays "Invalid subscription key. TX-ID: 0000-<randomalphanumeric>" error
Issue: When trying to create a company account in the Elements Endpoint Protection portal, there is an error "Invalid subscription key." Resolution: There are multiple situations that can cause this error message: * You are using the incorrect subscription key (there can be a typo). * You are using the subscription key in…