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Elements Connector error "Connection to the update server has failed for address https://guts2.sp.f-secure.com"
Issue: When an Elements Connector's details are viewed in the Elements Security Center portal, the Status page shows the following error notification: * Connection to the update server(s) has failed: https://guts2.sp.f-secure.com Resolution: This error notification is to be expected. The https://guts2.sp.f-secure.com…
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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 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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Failed login to Elements Security Center - Error Missing Authentication Token
Issue: Unable to login to the Elements Security Center portal. Error message: "Missing Authentication Token" Resolution: This notification can appear if you use any of the old URL addresses to try to access the portal. Try to login using the following updated URL : https://elements.withsecure.com/ Article no: 000012826
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How to automatically remove devices from the Elements Endpoint Protection portal with the Manage automatic deletion feature?
Issue: How to automatically remove Elements EPP for Computers or EPP for Servers devices from the Elements Endpoint Protection portal with the Manage automatic deletion feature? Resolution: You can choose to automatically delete the devices which have been offline long enough. Once a device has been deleted and removed…
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How to create a DeepGuard exclusion for Elements Endpoint Protection?
Issue: How to exclude a file, folder or application that is incorrectly blocked by Elements Endpoint Protection (EPP for Computers or EPP for Servers) DeepGuard feature? Resolution: If a file, that you are sure to be safe, is being blocked by DeepGuard, you can exclude a file or folder from all security measures by…
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How to remove a device in the Elements Security Center?
Issue: How to remove an Elements EPP for Computers or EPP for Servers device in the Elements Security Center? How to release a license? Resolution: You can remove devices from the Elements Security Center by following the steps below. Once a device has been removed from the Elements Security Center, the license it was…
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How to create or generate a WSDIAG diagnostics file on a Windows computer?
Issue: How to create or generate a WSDIAG diagnostics file on a Windows computer? Resolution: Follow the steps below to generate a WSDIAG report. * Click on the Windows Start button * In the list of apps, click on WithSecure * Click on WithSecure Support tools * Click Run diagnostics * Once completed, it generates a file…
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What is the difference between "move to blocklist" and "remove permanently" after clicking remove device on the Elements Endpoint Protection Portal?
Issue: What is the difference between Move to blocklist and Remove permanently after clicking Remove device on the Endpoint Protection portal devices page? Resolution: Move to blocklist: Moves the device to the blocklist. The license will be released and even if the Elements Agent (EPP for Computers or EPP for Servers) is…
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Wrong username or password error when trying to login to my account in Elements Security Center portal
Issue: Upon logging into WithSecure Elements Security Center, I get an error saying my login credentials are incorrect. Error: Wrong username or password. Resolution: You need to ensure that you use the correct URL to log into the WithSecure Elements Security Center using the correct username:…