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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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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 PSBinstaller.exe, you can either use a profile parameter or manually define what profile this image will use. * There is currently no…
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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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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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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).…
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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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The "Save and publish" button in the Elements Endpoint Protection Portal is grayed out for firewall hence unable to publish the profile
Issue: I am not able to modify firewall settings via Elements Endpoint Protection portal profile editor, as when I make any change to the settings, the save and publish button gets greyed out and no further changes can be made anywhere in the profile. Resolution: There can be different scenarios that could cause the…
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How to export infections report from the Elements Endpoint Protection Portal?
Issue: How can I export the infection report from the Elements Endpoint Protection portal? Resolution: You can export the report the following way: * Login to Elements Endpoint Protection portal * Go to the Reports page * Go to the Infections tab * Click on the Action menu next to Infections (3 dots) * Select Export Report…
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Searching a string within a device name is not working for Device search in the Elements Endpoint Protection portal
Issue: When I try to search a device (e.g. EXAMPLE-PC123) in the Elements Endpoint Protection portal by using characters in the end or inside of the string (e.g. PC123), there are no results found. I need to know the beginning of the name in order to find it. Resolution: The search functionality is doing search based on…
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WithSecure Elements Endpoint Protection product installation fails with error: "You cannot use the subscription key you entered for this computer anymore."
Issue: When installing an WithSecure Elements Endpoint Protection product (Elements EPP for Computer or for Servers), user encounters an error about the subscription key they are trying to use: * Error: "You cannot use the subscription key you entered for this computer anymore. If you need a new subscription key, contact…