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Infected by ransomware
Issue: A workstation's or server's files have been encrypted by ransomware. How do I decrypt them and get access back to my files?Resolution: A ransomware infection typically distributed through a few ways such as phishing email (common way to infect), infected USB drive, unsecured public Wi-Fi networks, exploitation of…
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What to do if malicious code has been found in an MBR file
Issue: Malicious code has been found in MBR file (Master Boot Record), how to proceed for further investigation.Resolution: Collect the MBR log from the infected machine for further investigation whether it is valid infection or false positive from F-Secure product.Log Collection Instructions: * Install Sector Inspector…
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How to configure RMM Kaseya VSA agent to retrieve read-only status information from WithSecure client applications such as Elements Endpoint Protection, Computers Edition or Client Security?
Issue: How to configure Kaseya VSA agent to retrieve read-only status information from WithSecure client applications such as Elements Endpoint Protection, Computers Edition or Client Security. Resolution: Our Help Guides include all of the information required to configure supported Windows Management Instrumentation…
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Where to contact about payments and billing regarding WithSecure Business Products
Issue: Where to contact about payments and billing regarding WithSecure Business / corporate products.Resolution: If you are an end-customer, you need to contact your own WithSecure reseller partner if you have questions about billing. If you are a WithSecure reseller partner and you have questions about billing, please…
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What is DeepGuard?
Issue: What does the DeepGuard functionality in WithSecure products do? Resolution: DeepGuard monitors applications to detect potentially harmful changes to the system. DeepGuard makes sure that you use only safe applications. The safety of an application is verified from the trusted cloud service. If the safety of an…
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WithSecure Elements Device Control not blocking "write access" or "executable launching" on USB mass storage devices
Issue: * User attaches a USB mass storage device but Device Control does not block access to it. * Admin has disallowed writing to removable storage devices, this works correctly on USB thumb drives, however external USB disk drives can still be written to. How to ensure that writing to external disk drives is also blocked…
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How to order evaluation license for a new customer in the WithSecure Partner Portal
Issue: How to order evaluation (trial) license for a new customer in the WithSecure Partner PortalResolution: Follow these steps to create an trial / evaluation order for a new customer account in the WithSecure Partner Portal. New Partner Portal: * Log in to the Partner Portal * Click on the Visit New Partner Portal…
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Business Suite Server Security or Elements Endpoint Protection for Servers Software Updater does not reboot the system after installing an update, and system reboot is required to complete the installation
Issue: I have noticed that Software Updater does not reboot the system automatically after installing an update, and system reboot is required to complete the installation. Why is this happening?Resolution: WithSecure server solutions are designed to not reboot a server automatically after Software Updater has finished…
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WithSecure Product installation fails with error "conflicting Oneclient product already installed"
Issue: WithSecure Elements Agent, Business Suite Server/Client Security, or Countercept MDR installation fails with error "conflicting Oneclient product already installed"Resolution: This error indicates that a WithSecure Product has been previously installed on the computer. The uninstallation of the previous WithSecure…
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Running the F-Secure Uninstallation tool on a Windows server
Issue: This article is applicable for the following products: Server Security 12.x, Email and Server Security 12.x, PSB Server Security 12, PSB Email and Server Security. How to uninstall F-Secure Server products on Windows server using Uninstallation Tool?Resolution: Although F-Secure Uninstallation Tool is not supported…