Issue: Real-time scanning or DeepGuard has detected a file to be malicious. How to submit a sample file to Virus labs to find out if it is a false positive? A web site (URL) is blocked by WithSecure either due to its rating (malicious) or category. What if a possibly malicious file has not been detected, how to submit a…
Issue: This article applies to the following WithSecure products: Elements Agent (EPP for Computers and EPP for Servers), Business Suite Client Security and Server Security The WithSecure Corporate product installation fails with the error below: Example error: -- Error 1722. There is a problem with this Windows Installer…
Issue: Elements Endpoint Protection Agent or Business Suite Client Security / Server Security DeepGuard feature has blocked a safe application. How do I unblock it? Resolution: If DeepGuard has blocked a safe application (a false positive), then we still recommend to submit the sample file to our Labs so that we can…
Issue: A lot of fsamsi64.dll file auditing error is being displayed in the Microsoft Windows security auditing event viewer. "Code integrity determined that the image hash of a file is not valid. The file could be corrupt due to unauthorized modification or the invalid hash could indicate a potential disk devices error.…
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,…