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…
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: Can I transfer, move or export an Elements Endpoint Protection (EPP for Computers or EPP for Servers) profile to another company account in the Elements Security Center Portal? Resolution: A WithSecure Solution Provider (SOP) partner with partner level access to the Elements Security Center portal can copy a profile…
Issue: How to change an Elements (EPP, EDR, Collaboration Protection or Exposure Management) subscription type from Partner Managed to Company Managed or from Company Managed to Partner Managed. This could apply to the following scenarios: You're a company buying the product from a reseller and you want to change…
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 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: Incoming email was delayed to be detected and quarantined on Elements Collaboration Protection and the receiver could see the email and has already sent reply it. In the end, the reply was also quarantined but not sent to any destination addresses. This issue happened only one time and cannot be reproduced…
Issue: How to report a false positive or negative for Elements Collaboration Protection?* Harmless website / link / webpage / attachment file blocked and email has been quarantined (false positive) * Harmful website / link / webpage / attachment file has been allowed through (false negative) Resolution: If you suspect the…
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 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: How to remove / add / change / modify user in the Elements Vulnerability Management portalResolution: The Users page in the Elements Vulnerability Management portal allows to manage user access using Role Based Access Control (RBAC) principles. Users with administrator role have full access rights to user…
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: 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: 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 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…
Issue: I need the download link to an older version of Policy Manager / Server Security / Client Security. Can you send me the download link? Resolution: Previous versions of WithSecure products can be found in Partner Portal. If the version required is not there, please contact WithSecure and provide which product and…
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: * How to setup the silent installation for Policy Manager Proxy * User is creating a policy-based upgrade and needs to export installer msi for rollout via group policies Resolution: Note: These instructions are not valid for version 16 and later. Clean installations: For Windows * Open Policy Manager Console and…
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.Article no: 000005630
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: 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…
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…