Issue: How can a Partner Portal user who already has the main admin role give the same admin role rights to an another Partner Portal user? Resolution: A Partner Portal admin user can give the admin role to an another user by following these steps: * Log in to the Partner Portal * Click on the user name in the top-right…
Issue: When exporting a report on the Solutions > Reports page in Partner Portal user gets error: "An internal error has occurred - An error occurred while processing your request. Our support team has been notified of the issue. If you have additional information that you believe may be helpful as we resolve the problem,…
Issue: Error: "an error occurred while loading contact information" when renewing or amending a subscription in the WithSecure Partner Portal. Resolution: If you get this error when trying to amend or renew a subscription in the Partner Portal, you need to make sure that the end-customer company has at least one contact.…
Issue: How to perform a silent uninstall of WithSecure Client Security for Mac or Elements Agent for Mac / Elements EPP for Mac?Resolution: Before running any uninstall operation, you need to deactivate the system extension. You can use the following command: /Applications/WithSecure/WithSecure\…
Issue: How to upgrade an existing Elements Endpoint Protection EPP for Computers or EPP for Servers subscription from Standard to Premium or how to add Endpoint Detection and Response (EDR) feature to the existing subscription? Resolution: If the customer has an Evergreen (monthly) subscription and you want to upgrade the…
Issue: How do I submit a large diagnostic file (WSDIAG) via WithSecure Customer Support's Dropzone? Resolution: Our Customer Support may ask you to create and send a diagnostic file (WSDIAG) for further investigation. If the file size of your diagnostic file is larger than 10MB, it is too large to send by email. However,…
Our Customer Support may ask you to create and send a diagnostic file (WSDIAG) for further investigation. If the file size of your diagnostic file is larger than 10MB, it is too large to send by email. However, you can upload the file to our Customer Support's Dropzone by following the instructions below. Make sure that…
Issue: Browsing Protection is blocking the Google search results page itself. User receives block alert while navigating the search results without clicking on any specific page. Resolution: This appears to be related to new Chrome feature “Preload pages“. Unfortunately we are technically limited and can not improve the…
Issue: The hive.db file under C:\Windows\System32\config\systemprofile\AppData\Roaming\f-secure\HiveRoot -folder is growing. Can it be deleted?Resolution: The hive.db file under C:\Windows\System32\config\systemprofile\AppData\Roaming\f-secure\HiveRoot is the cache of our scanning engine for clean files. The file can be…
Issue: If currently the access rights for all the different Elements portals are spread around between several WithSecure Business Accounts with different usernames and email addresses, can these be combined / merged to a one single account that can be used to access all of these services:* Elements Endpoint Protection…