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Elements portal malware protection status shown as "Broken ACS" for a device
Issue: When looking at the Malware protection column on the Elements Endpoint Protection portal's Devices page, the status for one or more devices is shown as Broken ACS. Overall protection shows "Malware issue" status when the device's details are viewed. Locally in the Elements Agent user interface, status is shown as…
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Elements Endpoint Protection - DataGuard feature blocks Windows processes and applications installed in the Windows Users or AppData folder
Issue: When the DataGuard features Access control and Discover trusted applications automatically are enabled for Elements EPP for Computers/Servers, DataGuard blocks Windows processes and applications installed in the Windows Users, AppData or System32 folder. The Security Events tab in the Elements Security Center shows…
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Elements portal shows Malware protection malfunction status for an Elements Endpoint Protection for Mac device
Issue: The device status in the Elements Endpoint Protection Portal shows that the Malware protection status as Malfunction on the Mac device and Overall protection is shown with Malware issue status. How to get this fixed?Resolution: If the MacOS device's malware protection status is shown to be in malfunction status, the…
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Elements EPP for Servers or Linux Protection clients are showing a status of "Malware protection" as "No paths are protected"
Issue: Elements EPP for Servers or Linux Protection clients are showing a status of "Malware protection" as "No paths are protected" or "disabled" in the Elements Security Center portal's Environment > Devices page. Resolution: Normally, this is "No paths are protected" Malware protection status is caused by the default…
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Elements Endpoint Protection infections email alerts are delayed or do not arrive to the recipients
Issue: Elements Endpoint Protection infections email alerts are delayed or do not arrive to the recipients. The email alerts recipients are configured correctly from the Alerting configuration page in the Elements Endpoint Protection Portal. Resolution: If you are using HTTP proxy in your environment, you need to configure…
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Elements Endpoint Protection host device is not visible in the Elements Endpoint Protection portal
Issue: After installation of Elements Agent on a computer, Elements EPP for Computers or EPP for Servers host device is not listed on the "Devices" page in the Elements Endpoint Protection portal. Why is the device not found on the "Devices" page? Resolution: Follow this checklist to check that all is OK: * Verify that the…
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Elements Endpoint Protection is unable to remove the infection found inside an archive automatically, no action was taken
Issue: Elements Endpoint Protection portal's Security Events-tab shows a new event found during Manual / Scheduled scanning flagged for "Action required", but the threat description shows that no action was taken. Resolution: If the detection shows that a harmful / malicious file has been located inside an archive file…
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Elements Endpoint Protection Agent installation on Windows host fails between 80 to 99%
Issue: I am trying to install Elements Endpoint Protection Agent (EPP for Computers and EPP for Servers) on a Windows host and it failed between 80 to 99%. In fsdiag, NetworkInstaller.log displays the following entry: *E: MsiMessageCallback: MSI: Service 'F-Secure Hoster (Restricted)' (fsnethoster) failed to start. Verify…
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Elements Agent cannot download updates from Withsecure update server with error=71 (protocol error)
Issue: Elements Agent shows "protection malfunction" status in the local user interface due to it being unable to download updates from the WithSecure update server. AUA.log shows: I: Update check failed, error=71 (protocol error) Resolution: If the Elements Agent device is unable to download malware definition or engine…
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Elements Endpoint Protection profile Real-Time Scanning excluded objects exclusion does not work with DeepGuard
Issue: After creating a Real-time scanning > Excluded objects exclusion in the Elements Endpoint Protection profile for Elements EPP for Computers or EPP for Servers, the DeepGuard feature is still blocking an application when trying to run it. The file or folder is visible on the local App and file control list with the…