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? What if a possibly malicious file has not been detected, how to submit a sample file to virus labs to find out if it is a false negative? Resolution: If you suspect…
Issue: When an WithSecure endpoint product is installed on a computer or server, there is high CPU or memory (RAM) usage and applications are experiencing performance issues. The connectivity of some applications can also be slow or blocked completely. Issue affects all WithSecure clients:* Elements Endpoint Protection EPP…
Issue: Getting an error of "Your login to WithSecure™ Partner Portal failed. Please try using a different browser, or you can open a support ticket at: https://www.withsecure.com/en/support " when logging into Partner Portal. Resolution: This error message appears typically when user has an existing WithSecure user…
Issue: I would like to register my Policy Manager Server which is not connected to a network (offline), how do I proceed?Resolution: * Contact WithSecure support by opening a support request here. * Provide the following information for WithSecure technical support to create an offline registration file: * Account Name *…
Issue: When going in the local Elements Agent user interface to Quarantine and exclusions > Quarantined tab, the Allow button is grayed out and cannot be clicked to release a file from quarantine. How to allow local administrator user to release file from quarantine? Resolution: To allow a local administrator user to…
Issue: When trying to enable Halo PSA integration in Elements Security Center portal on the Management > Integrations page, after configuring the Connection details, when you click on the Company mapping button the error "failed to load company mapping data" is shown. The HaloPSA connection is shown to be active, why is…
Issue: How can I check which profile an Elements device had before it was assigned another profile? For example if I have assigned one or more devices accidentally a new profile, how can I view the profile history for a device to see which profile it had previously? Resolution: You can view the profile history for an…
Issue: WithSecure Elements Endpoint Detection and Response (EDR) sensor does not activate on Ubuntu. The state appears as "Waiting for connection" in the Elements Endpoint Protection portal and the Elements Endpoint Detection and Response portal. Resolution: Elements Endpoint Detection and Response functionality requires…
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…
Issue: EDR Sensor Disabled status is shown in the Elements Security Center for a device even after uninstall/re-installation. Resolution: If EDR sensor status is shown as disabled in the Elements portal's Devices page, make sure that the EDR Sensor is enabled in the profile that is in use on the device: * Log in to the…
Issue: Elements Collaboration Protection Security event page shows the warning "Mailbox protection for mailbox was temporarily disabled due to service issues. The system will attempt to restore it automatically." from the source Provisioning service. What causes this issue and does something need to be done to fix it?…
Issue: Let's say person A (which uses Microsoft 365) sends an email to person B on any other server. The used e-mail address is wrong or no longer existent and the server sends a response back, that this message couldn’t be delivered. In this notice there is the IP address of the responding server, which gets classified…
Issue: What exact permissions does the account used to connect between Microsoft 365 and WithSecure require?Resolution: The following permissions are required for the account which connects between Microsoft 365 and WithSecure: Exchange:* Read all users' full profiles * Read all audit log data * Read all usage reports *…
Issue: Error when updating Azure Entra ID Identity script; "ERROR during Azure deployment: Cannot validate argument on parameter 'Tenant'. The argument is null or empty. Provide an argument that is not null or empty, and then try the command again. Collecting information on failed deployments..." Resolution: Do make sure…
Issue / Symptoms: Error: "The management group cannot be found" when deploying Elements Identity Security for Entra ID with the /deploy.ps1 command. Additional errors: "The deployment validation failed. Deployment WSecCD-azure_entra_id terminates with the unexpected state." Resolution: If you get this error, we recommend…
Issue: I receive the following error when trying to access the Exposure Management in the Elements Security Center: No access rights. You do not have rights to Exposure Management content of this organization. No permission You don't have access to view this page. Please contact your organization administrator to receive…
Issue: * I would like to confirm if WithSecure Elements Vulnerability Management (Radar) can detect CVE-2021-44228 (Log4j2)? * What is the schedule for adding detection for CVE-2021-44228 (Log4j2)? * How can I verify when detection for CVE-2021-44228 (Log4j2) is available? Resolution: The detection of CVE-2021-44228 is…
Issue: My Elements Vulnerability Management Linux Scan Node Agent is not running, scanning or updating. I get the following error: Engine update: Scan Node Agent does not contain the latest available (revision: 65388) vulnerability signatures and updates. Either the Scan Node Agent is not running or there is no network…
Issue: I found that Elements Vulnerability Management Authenticated scan (WinRM using HTTP port 5985) found fewer vulnerabilities. There is no information about installed software or patches in the scan result.Resolution: If you are using port 5985 (HTTP) for the WInRM configuration in the system scan template, make sure…
Issue: After onboarding a new Elements Exposure Management, the Identities view in the Elements Security Center does not populate data. I followed the steps documented in the help guide: https://www.withsecure.com/userguides/product.html#business/xm/latest/en/concept_hvd_jcy_bbc-latest-en How soon can I expect the data to…
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: 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…
Issue: Windows Security Center Virus & Threat protection briefly shows a pop-up / toast notification alert that both Microsoft Defender Antivirus and WithSecure protection are both turned off. Full error message: "Check virus protection - Microsoft Defender Antivirus and WithSecure Elements Agent by F-Secure are both…
Issue: When the Policy Manager Server forwards event logs to the syslog server, the log comes in UTC time format. Can it be changed to the Policy Manager Server's operating system time format? Resolution: Regarding the syslog timestamp from Policy Manager Server — this is by design. Policy Manager Server always forwards…
Issue: Why do Client Security and Server Security host devices send the following alert to the Policy Manager Consoler Alerts tab? Access to file was blocked. Application path: C:Example\Example.exe Path: C:\ProgramData\Example\Example\ Resolution: This type of block is the function of the Tamper Protection functionality.…
Issue: I need to update Client Security 15 or older in an offline or isolated environment, where internet is not available. I used to use f-secure-updates.zip to do that, but it is no longer created when the fspm-definitions-update-tool.bat is ran. Resolution: Client Security 15 or older versions are no longer supported.…
Issue: WithSecure is using Future Method to run scans and clashes with custom scripts that also uses Future Method. Any suggestions on how to resolve this?Resolution: By default Cloud Protection for SalesForce uses Queueable Jobs for invoking email attachment scan. However if Future Method was called, this means that the…
Issue: Salesforce stores "documents" in three different objects: ContentVersion (aka Files), Document, Attachment. WithSecure Cloud Protection for Salesforce does not appear to be checking Documents uploaded via API or Manually. It is testing ContentVersion and Attachment.Resolution: This is by design. WithSecure Cloud…
Issue: How to increase the Scan Quota in Cloud Protection for Salesforce when getting error: "monthly scan usage quota limits exceeded" ?* What’s the impact on the service when we hit the monthly scan quota limit? * What are the options available to optimize the scan quota usage? Resolution: You are getting that email…
As of February 2026 partner users can no longer self-register into the Partner Portal. Instead, their company administrators can add them to their company. This change enhances security and removes the waiting time for activating new accounts. Here is how to add a new user account to Partner Portal as a Partner Portal…