Find clear, step-by-step solutions to common WithSecure issues across installation, configuration, updates, and product performance.
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…
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: 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: * When trying to register a Policy Manager Server, we are getting this error: The registration cannot be validated. WithSecure Policy Manager Server could not connect to the WithSecure registration server (https://corp-reg.fsapi.com) Resolution: What should I do if registration fails, saying that my customer number…
Issue: How to create or generate a WSDIAG diagnostics file on a Windows computer? Resolution: Follow the steps below to generate a WSDIAG report. Click on the Windows Start button In the list of apps, click on WithSecure Click on WithSecure Support tools Click Run diagnostics Once completed, it generates a file called…
Issue: How to change, transfer or migrate two-factor authentication (2FA) / Multi-factor authenticator (MFA) to a new authenticator device? Resolution: If you still have access to the old authenticator, you can move the authenticator to a new device by logging in with the existing authenticator to the Elements portal.* Log…
Issue: How to configure Device control where all the USB devices are blocked unless white-listed by its hardware ID. Resolution: You can make rules of various USB Classes where you can set the access level to Block and than make a white-list rule to allow the devices by hardware ID. To know various Class please check this…
Issue: How to test if EDR sensors on Windows, Mac and Linux are working and reporting detections to the Elements Endpoint Detection and Response portal?Resolution: For Windows sensors there are a few tests outlined in the product Simple test with Windows system tools | Elements Endpoint Detection and Response | Latest |…
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…
Issue: I have uninstalled the sensor, how to remove the device from the Elements Endpoint Detection and Response portal?Resolution: The devices cannot be manually removed from the Elements Endpoint Detection and Response portal. Inactive devices will remain in the Elements Endpoint Detection and Response (EDR) portal…
Issue: Why number of "Non-user mailbox" protected by Elements Collaboration Protection exceeds the purchased license size? Resolution: Non-user mailboxes will not be counted directly to the license size, like 1 license: 1 mailbox. Instead, it will be be counted with a ratio of 1:2. For example if you have an Elements…
Issue: Collaboration Protection sent URL detection from an mail received over 2 month ago. Why the delay has occurred?Resolution: If the detection found except neither Inbox nor Sent, it might cause when the mail was moved directory. The suspicious emails are automatically scanned depending on the action defined in the…
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…
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: Some scheduled system scan (network scans) end up with "Terminated" status.Resolution: We recommend to look into the scan log, which can be viewed by:* Log in to the Elements Vulnerability Management portal * Go to the Security Configuration > Scans > Network scans page * Open the scan group which is having issues…
Issue: No identity found and scan results do not show any details on Elements Exposure ManagementResolution: Firstly, for the view which is not populated issue, we would suggest to check if the API permissions has been granted in Azure portal. which may refer from the User guide:: Onboarding Azure cloud accounts | Elements…
Issue: I would like to use third-party application with Elements Vulnerability Management portal using the API, but how do I start?Resolution: The quick introduction and best practice guide to the Elements Vulnerability Management API are available here. You can find the full reference manual for Elements Vulnerability…
Issue: How to create WithSecure Elements Vulnerability Management API keys for authenticationResolution: An API key consists of an access key (for example, PA3IAKNANLM9) and a secret key (for example, UO9mkDEHFGa1Vau6o#1AfxwRmBQW@!qV). Note that the sample requests in this documentation show access and secret keys enclosed…
Issue: How to migrate the Elements Vulnerability Management scan node from an old server to a new server? Resolution: To migrate the scan node from an old server to a new one:* Uninstall Scan Node Agent from the current server by following the instructions in this link: * On the new server, install Scan Node Agent using…
Issue: The Software Updater feature in Elements Endpoint Protection and Business Suite Client Security detects several updates as missing even if they have already been installed. After each installation attempt the product shows a restart or reboot request. Google Chrome and Mozilla Firefox are among the affected updates.…
Issue: This article applies to the following WithSecure products: Elements Agent for Mac, Client Security for Mac WithSecure product is installed on a Mac computer but the user interface shows that computer is not protected and that the real-time scanning is not activated.Resolution: After installation of the Mac product…
Issue: I noticed that Software Updater is unable to install a software update. The installation ends with the error WA_VMOD_ERROR_CANNOT_TERMINATE_PRODUCT. Resolution: The error suggests that the software was in use and unable to close when the software update installation kicked in. To work around the issue, you need to…
Issue: Offline computers in an isolated environment running Business Suite Client Security 16.01 and Server Security 16.01 are not able to be updated because when applying the zip-file using fsaua-update_32.exe, the following error message is displayed: "ERROR: Update archive file is broken" Resolution: This is a known…
Issue: * Windows Firewall status is red with error message: "Windows Defender Firewall is using settings that make the device unsafe" * The Windows Firewall state is set to: ON * Both Inbound and Outbound unknown connections is set to: Allow Resolution: If Windows Firewall is showing its status as a red white cross, and…
Issue: I have renewed my WithSecure Messaging Security Gateway (MSG) license but the appliance still states the license is expired, how can I fix this issue?Resolution: Despite renewing your WithSecure Messaging Security Gateway (MSG) license, there is a possibility the license expiry date is not updated in our system.…
Issue: How to upgrade Cloud Protection for Salesforce? Is there any roll-back option available after upgrade to latest version so that incase if there is any issue with the new version then we can rollback to old version. Resolution: The latest version of the Cloud Protection for Salesforce solution is always available in…
Issue: How to download the latest version of WithSecure Cloud Protection for Salesforce? Resolution: The latest version of WithSecure Cloud Protection for Salesforce version can be downloaded from our product Downloads page.
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…
Issue: Why Am I Getting Error 503 When Attempting to Access Elements EDR? Resolution: If you're encountering a 503 error while trying to access EDR, it may be due to recent changes in the system. Here’s an explanation of what’s happening and how to resolve the issue. Recent Changes: A few weeks ago, the legacy view in EDR…