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Installing Elements EPP for Servers in persistent mode on Citrix servers
Issue: How to install Elements EPP for Servers in persistent mode on Citrix Servers? How to automatically assign a profile to a Citrix Server? Resolution: * When creating the image with the ElementsAgentinstaller.exe, you can either use a profile parameter or manually define what profile this image will use. * There is…
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Why is a customer company or a subscription key not visible in the Elements Endpoint Protection portal in a reseller partner's account?
Issue: Reseller partner has sold a subscription to a customer but when the reseller partner views their Elements Endpoint Protection portal, they are unable to see / view the customer company or the subscription key / code under the reseller partner's Elements Endpoint Protection account. Resolution: Make sure that you…
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I am not able to create a new WithSecure Elements company account for a new customer with the current subscription key in the Elements Portal
Issue: When trying to create a new company account with an WithSecure Elements Endpoint Protection (EPP for Computers or for Servers) subscription key in the Elements Portal, user receives the following error: Subscription not found Resolution: There are a couple of different reasons why a subscription key might not work…
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Software Updater unable to download Java updates
Issue: Software Updater is unable to download Java updates. Trying to use the same download link that is written in the logs leads to an error, so it can't be used manually. Resolution: Oracle has changed the way Java is licensed. A side effect of this is that Java updates can be downloaded only from the vendor's server…
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The folder fs-capricorn in Windows temporary folder fills up hard drive
Issue: When Windows Endpoint client is installed, in C:\Windows\Temp\, the folder fs-capricorn fills up hard disk with files named AV-malware-names until there is no free space left. Resolution: The files in the fs-capricorn folder are normally deleted when the computer is shut down. Unexpected system crashes can cause a…
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Trying to reset user account password for the Elements Portal but no email is sent
Issue: Trying to reset password for the Elements Portal, but I don't get any email. Resolution: If you don't get an email message when using the forgot password function in the Elements portal try the following: * Check that you are using the correct username or email address. * Clear web browser cache and cookies. * Check…
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Installation of WithSecureElements Agent shows "check that your internet connection is working" error after entering subscription key
Issue: Installation of WithSecure Elements Endpoint Protection Agent shows "Check that your internet connection is working and try again" error after entering the subscription key during installation. Resolution: If you are connected to the internet and still getting the "Check that your internet connection is working and…
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Unable to uninstall Elements Endpoint Protection from Windows / Mac, getting error: "Uninstallation is not allowed"
Issue: I am trying to uninstall WithSecure Elements Agent (EPP for Computers or Computer Protection for Mac) from my Windows or MacOS computer, but I get the error notification: "Uninstallation is not allowed, Settings do not allow local uninstallation. Contact your administrator." Resolution: This is due to the Elements…
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Unable to edit or make changes to profile settings in the Elements Endpoint Protection portal
Issue: Elements Endpoint Protection (EPP for Computers and EPP for Servers) settings profiles can not be modified in the Elements Endpoint Protection Portal * Most settings simply state if they are on or off, there are no switches to change the state * You can make changes to firewall rules, but there is no option to save…
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Software Updater not updating Zoom Client
Issue: It appears that WithSecure Software Updater does not check if Zoom Client product is up to date. Resolution: The exe installer for Zoom is unsupported since it is a user-specific installation instead of machine-wide (it runs out of AppData within the user profile, does not lay down reg keys in HKEY_LOCAL_MACHINE).…