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Trying to reset user account password for the Elements Portal/Business Account but no email is sent
Issue: Trying to reset user account password for the Elements Portal/Business Account but no email is sent Resolution: If you don't get an email message when using the forgot password function in the Elements portal/Business Account try the following: * Check that you are using the correct username or email address. *…
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The folder fs-capricorn in Windows temporary folder fills up hard drive
Issue: When Windows Endpoint client is installed, in C:\Windows\Temp\, the folder fs-capricorn fills up hard disk with files named AV-malware-names until there is no free space left. Resolution: The files in the fs-capricorn folder are normally deleted when the computer is shut down. Unexpected system crashes can cause a…
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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 a setting via Elements Endpoint Protection portal profile editor, as when I make any change to the setting, 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 problem. Check…
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The Application Control rule "Block rare and unknown files in Temp folder" or "Block rare and unknown files in Downloads folder" in the Elements Endpoint Protection client block an application from running
Issue: The Application Control rule "Block rare and unknown files in Temp folder" or "Block rare and unknown files in Downloads folder" in the Elements Endpoint Protection client (Elements EPP for Computers or Elements EPP for Servers) block an application from running. How can we create an Application Control exclusion to…
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The message "Policy does not require the password" is seen next to the user properties under the device status in the Elements Security Center
Issue: * The message "Policy does not require the password" is seen next to the user properties under the device status in the Elements Security Center. What goes wrong with the user on the device in this case? * The issue "Device at risk due to accounts for which password is not required" is showing up in the dashboard in…
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Unable to access WithSecure Elements portal from the old f-secure.com address
Issue: Unable to access WithSecure Elements portal from the old elements.f-secure.com or emea.psb.f-secure.com addresses. Connection ends in errors such as: * Hmmm… can't reach this page. (Edge) * This site can't be reached (Chrome) * Hmm. We're having trouble finding that site (Firefox) Resolution: As announced early in…
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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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When trying to create a new Elements administrator user account in the management portal, admin receives error "the email address is already in use"
Issue: When trying to create a new Elements administrator user account, the management portal gives the error message informing that email address is already in use even though the account is not listed on the Security Administrators or Endpoint Protection Accounts tabs in the Elements portal's Management > Organization…
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When trying to create an offline MSI installer for Elements Endpoint Protection using the FSMSI tool, user receives error: "FsMsiTool is not recognized as an internal or external command."
Issue: When trying to create an offline MSI installer for WithSecure Elements EPP for Computers or for Servers using the FSMSI tool, user receives error: "FsMsiTool is not recognized as an internal or external command." Resolution: You have to execute the FSMSI tool command from the directory where the tool is saved to or…
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Why is a customer company or a subscription key not visible in the Elements Security Center in a reseller partner's account?
Issue: Reseller partner has sold a subscription to a customer. However, when the reseller partner check in the Elements Security Center, they are unable to see / view the customer company or the subscription key / code under the reseller partner's solution provider/service partner account. Resolution: Make sure that you…