How to order evaluation license for a new customer in the WithSecure Partner Portal
Issue: How to order evaluation (trial) license for a new customer in the WithSecure Partner Portal Resolution: Follow these steps to create an evaluation order for a new customer account in the WithSecure Partner Portal. 1. Log in to your Partner Portal account 2. Click Ordering and select Yearly 3. Click New Order 4. In…
Business Suite Server Security or Elements Endpoint Protection for Servers Software Updater does not reboot the system after installing an update, and system reboot is required to complete the installation
Issue: I have noticed that Software Updater does not reboot the system automatically after installing an update, and system reboot is required to complete the installation. Why is this happening? Resolution: WithSecure server solutions are designed to not reboot a server automatically after Software Updater has finished…
WithSecure Elements Agent or Client Security installation fails with error "conflicting Oneclient product already installed"
Issue: WithSecure Elements Agent or Client Security installation fails with error "conflicting Oneclient product already installed" Resolution: This error indicates that either Elements Agent or Client Security has been previously installed on the computer. The uninstallation of the previous WithSecure product has left…
Exclusions for applications running from temp folders not working
Issue: Exclusion rules under Application Control for applications running from Temp Folders does not work. Resolution: The rule might conflict with the default Application Control exclusion rules, such as: * Block malicious files in Temp folder * Block rare and unknown files in Temp folder * Block rare Dlls with unknown…
Why even after using uninstallation tool there is some F-Secure components on the Windows registry?
Issue: I have used F-Secure uninstallation tool, and I can still find F-Secure folder in C:\\program-files(x86)\ Resolution: Even when using F-Secure uninstallation tool there will be some registry entries left and the "Program files (x86)" folder will have the F-Secure folder which includes empty product folders. This is…
How do I exclude files and folders from Deepguard, if the files are located in the network drive?
Issue: * DeepGuard blocks the application. This was determined to be a high-risk application by system control heuristics. * After the file SHA-1 hash and file path is excluded in WithSecureClient Security 13.x/14.x/15.x, Deepguard continues to block the application Resolution: You can exclude the network drivers from…
Creating a memory dump file after getting a Blue Screen of Death (BSoD)
Issue: When my computer crashes to a Blue Screen of Death (BSod) and a normal fsdiag is not helping with the investigation, what else can I provide to F-Secure support? Resolution: In BSoD cases, a memory dump is very helpful to the investigation. You will find instructions below how to enable and collect a memory dump:…
How to turn 2-Step Verification on or off for WithSecure Business Account?
Issue: How to enable or disable multi-factor authentication for a WithSecure Business Account? Resolution: To enable multi-factor authentication: * Go to https://elements.withsecure.com * Log in with your Email address (or username) and password * Click on the user icon (top-right corner) * Select My Settings *…
A file owned or developed by the customer causes a false positive detection by WithSecure products
Issue: Customer's own (developed) file causes a false positive detection by the WithSecure products. Resolution: To solve the issue, firstly sign the file with a digital signature certificate and then submit the file to the WithSecure labs: * Open the Submit A Sample portal * Click Choose File and select the file to be…
There is a localization (language translation) error, typo, mistake or incorrect information in a WithSecure product, help user guide or website. Where can it be reported?
Issue: There is a localization (language translation) error, typo or incorrect information in an WithSecure product, help guide or website. Where can it be reported? Resolution: Open a support and provide a description and screenshots of the error. Article no: 000012245