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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…
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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 *…
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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…
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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
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How can a reseller partner decrease or increase the amount of licenses for an existing SaaS subscription in the Partner Portal?
Issue: How can a reseller partner decrease or increase the amount of licenses for an existing SaaS subscription in the Partner Portal? Resolution: * Click the Ordering-tab from the main menu, then click Saas from the sub-menu * Click New SaaS Order * For an existing customer, start typing the customer name into Search or…
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How can a reseller partner decrease or increase the number of licenses for an existing yearly subscription in Partner Portal?
Issue: How can a reseller partner decrease or increase the number of licenses for an existing yearly subscription in Partner Portal? Resolution: A reseller partner can only decrease the number of licenses within the renewal window = 90 days from the license expiry date. License reduction for Yearly license can be done by…
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Real-time scanning is not enabled on a MacOS Mojave (10.14) or later MacOS computer
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…
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Windows Server 2019 does not recognize WithSecure Server Security or Elements Endpoint Protection for Servers installed on the host
Issue: This article applies to the following F-Secure products: WithSecure Server Security and WithSecure Elements Endpoint Protection for Servers After having installed WithSecure Server Security or WithSecure Elements Endpoint Protection for Servers in a Windows Server 2019 host, Windows Security Center is not detecting…
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DeepGuard detects wscript.exe, ieexplorer.exe, winword.exe, explorer.exe, regsvr32, and excel.exe
Issue: This article applies to the following WithSecure products: WithSecure Client Security, WithSecure Server Security, Elements EPP Computer Protection and Elements EPP Server Protection I am getting a detection for the following files: wscript.exe, ieexplorer.exe, winword.exe, explorer.exe, excel.exe, and regsvr32.exe…
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Software Updater is unable to install a software update. The installation ends with error WA_VMOD_ERROR_CANNOT_TERMINATE_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…