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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,…
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Elements EPP for Servers or Linux Protection clients are showing a status of "Malware protection" as disabled
Issue: Elements EPP for Servers or Linux Protection clients are showing a status of "Malware protection" as disabled in the Elements Security Center portal's Environment > Devices page Resolution: Normally, this is caused by the default policy with a blank configuration of "Files and folders to scan" being assigned to the…
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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 Endpoint Protection cannot download updates from GUTS2 server with error=71 (protocol error)
Issue: Elements EPP for Servers shows "protection malfunction" status in the local user interface due to it being unable to download updates from GUTS2 server. AUA.log shows: I: Checking for updates from https://guts2.sp.f-secure.com I: Update check failed, error=71 (protocol error) Example errors: *I: [fslib] downloading…
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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…
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Elements Endpoint Protection company account sees profiles belonging to other companies
Issue: We are a solution provider and have noticed that Elements Endpoint Protection settings profiles created for specific customers are visible to the administrators belonging to other companies we manage. How can we see who has the rights to which profiles, and what can be done about administrators seeing profiles…
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Elements Endpoint Protection client does not take the new expiry date into use after subscription key was renewed
Issue: Elements Agent (EPP for Computers or EPP for Servers) does not take the new expiry date into use after the subscription key is renewed. Resolution: * In the scenario whereby Elements Endpoint Protection (Elements EPP for Computers or for Servers) subscription is renewed when a subscription is still valid, there is a…