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How can I change an Elements subscription from Partner Managed to Company Managed or vice versa?
Issue: How to change an Elements (EPP, EDR, Protection for Microsoft 365 or Vulnerability Management) subscription type from Partner Managed to Company Managed or from Company Managed to Partner Managed. This could apply to the following scenarios: * You're a company buying the product from a reseller and you want to…
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Why is the Browsing protection extension name still "Browsing protection by F-Secure" for Elements products
Issue: Why is the Browsing protection browser extension or add-on still named "Browsing protection by F-Secure" for Elements Endpoint Protection products? Resolution: WithSecure products will switch to using the "Browsing Protection by WithSecure" browser extension in early March 2024. You can read more about this change…
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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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Trojan:W32/GenInflated.B infection shown for PowerAutomateDesktop adaptivecards.dll
Issue: Elements Endpoint Protection portal's Security Events page shows Trojan:W32/GenInflated.B infection name for: * C:\Windows\ServiceProfiles\NetworkService\AppData\Local\Microsoft\Windows\DeliveryOptimization\Cache\6b9a4d43-a587-4b92-882f-398e6d291cb5\content.bin\[50] PowerAutomateDesktop-11.2401.31.0-x64.msix\[1]…
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How to prevent a local user from creating exclusions for Elements Endpoint Protection?
Issue: How to forbid a local user from creating real-time scanning or DeepGuard exclusions for Elements Endpoint Protection (Elements EPP for Computers or Servers)? Resolution: You can block or disallow a local user from creating or adding new exclusions in the local Elements Agent user interface by changing a few settings…
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Reformatted device is duplicated in the Elements Endpoint Protection portal after reinstalling Elements Agent
Issue: After reformatting a device and reinstalling Elements Agent, the device is duplicated in Elements Endpoint Protection portal. The Elements Endpoint Protection portal's Devices page shows two devices with the same name. One device is in offline status, but the physical device is actually online. How to reinstall…
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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…
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When creating a company account, Elements Endpoint Protection portal displays "Invalid subscription key. TX-ID: 0000-<randomalphanumeric>" error
Issue: When trying to create a company account in the Elements Endpoint Protection portal, there is an error "Invalid subscription key." Resolution: There are multiple situations that can cause this error message: * You are using the incorrect subscription key (there can be a typo). * You are using the subscription key in…
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How to uninstall Elements Agent if Tamper Protection feature is enabled?
Issue: When the Tamper Protection (Resource protection) feature enabled on a device, how can the Elements Agent be uninstalled if Tamper Protection is blocking the uninstallation using uninstallation tool and a local user is not allowed to use the Windows apps and features function to uninstall Elements Agent? Resolution:…
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Elements Endpoint Protection Tamper Protection blocks an application and an alert is sent to the Security Events page in the portal
Issue: When Elements Endpoint Protection Tamper Protection (Resource Protection) feature is enabled, an application / software / process is blocked and Tamper Protection alerts logged in the Security Event -page in Elements Endpoint Protection portal. Example of alert shown on the Security Events page: Alert source: Tamper…