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How to transfer or change a corporate customer company from old reseller partner to new?
Issue: How to transfer, move or change a customer company from old reseller partner to a new reseller partner? Resolution: If you are a reseller partner, contact WithSecure Order Services directly by sending an email to their address. The WithSecure Order Services email address can be found in the Partner Portal on the…
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Elements Connector cannot show welcome page after installation
Issue: Elements Connector cannot show welcome page after installation Resolution: By changing Connector port can help to resolve this issue. To change Connector http/https port, you can change registry entry to unused number. > HKEY_LOCAL_MACHINE\SOFTWARE\WithSecure\ElementsConnector>HttpPortNum >…
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Elements Collaboration Protection marks all mailboxes that have lost the connection to Microsoft as TemporaryFailure
Issue: Elements Collaboration Protection marks all mailboxes that have lost the connection to Microsoft as TemporaryFailure Resolution: Due to the failure or system glitch between Microsoft365 and Collaboration protection, Collaboration Protection sometimes looses connectivity to Microsoft365 accounts. This is causing…
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After installing Elements Agent client with EDR subscription, the message "Device sensor is not operational" show up
Issue: After installing Elements Agent client with EDR subscription, the message "Device sensor is not operational" is shown in the local Elements Agent user interface. Resolution: You need to ensure that you have allowed the network traffic to the following addresses in your network firewall. The client sensor silently…
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Elements Connector error "Connection to the update server has failed for address https://guts2.sp.f-secure.com"
Issue: When an Elements Connector's details are viewed in the Elements Security Center portal, the Status page shows the following error notification: * Connection to the update server(s) has failed: https://guts2.sp.f-secure.com Resolution: This error notification is to be expected. The https://guts2.sp.f-secure.com…
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How to configure Elements Endpoint Detection and Response alert email ONLY to be sent when severe or high risk level happened?
Issue: Normally, the alert notification email from EDR will be sent when a detection with he risk level at "Severe", "High" and "Medium" has been added to the portal, but is it possible to configure the alert email that ONLY will be notified when "Severe" or "high" risk level has happened? Is it possible to filter the…
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Spam email getting through even if Elements Collaboration Protection is in use
Issue: Why is spam / bulk / advertising / phishing email getting through even if Elements Collaboration Protection is in use? Shouldn't spam email be filtered by the spam filter? Resolution: Elements Collaboration Protection does not include a spam filter. Microsoft Office 365 has its own anti-spam policies, of which you…
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What is "suspicious hidden inbox rules" option on inbox rule scanning feature in Collaboration Protection.
Issue: What is "suspicious hidden inbox rules" option on inbox rule scanning feature in Collaboration Protection. Resolution: Detect suspicious inbox rule where attacker tries to move content between hidden folders to remain undetected. Attackers use these kinds of rules to manipulate the original mailbox user, remain…
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Elements Collaboration Protection: Breach detected time is recorded differently with actual occurred time in portal
Issue: Breach detected time is recorded differently with actual occurred time in portal. Resolution: Breach occurred shows when a breach happened. Breach detected is the date when our solution received an information about the breach. Depending on the case, it can take some time for breach database to realize they were…
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What time is the scheduled report generated in Collaboration Protection?
Issue: What time is the scheduled report generated in Collaboration Protection? Resolution: Report generation starts at 3 AM (according to the timezone selected in report task) and takes up to a few minutes. Generation frequency depends on a frequency selected in report tasks daily: every day weekly: every Monday monthly:…