Issue: The following error is shown after clicking Export Security events (JSON) button on the Elements Security Center portal's Events > Security Events page: "Error exporting security events. Please try again later." Resolution: The error you are seeing when exporting Security Events from the Elements portal is typically…
Issue: How can we get training for WithSecure products? Resolution: We have publicly available training courses for Elements Extended Detection and Response (XDR) and Elements Exposure Management: https://www.withsecure.com/en/support/technical-training There are available trainings for the following products: * Elements…
Issue: User is unable to log in to the Elements Mobile Protection app using username and password. User receives "Incorrect username or password" error message. Resolution: The Elements Mobile Protection username and password are one-time use upon installation. For example, if the Mobile Protection app has suddenly logged…
Issue: Veeam Backup & Replication Console update fails when Elements Endpoint Protection Security Features are enabled. Installation fails with error: Deleting temporary folder Error: The process cannot access the file because it is being used by another process. Failed to delete file:…
Issue: Why doesn´t the Elements Security Center portal's Events > Security Events alert detections always show or include the Powershell command which was run one the device, if the detection process is Powershell? Resolution: The Powershell command is only shown in the Security Events alert detection if the detection…
Issue: When Elements Endpoint Protection Software Updater feature starts installing an update on a Windows computer, a Windows User Access Control (UAC) prompt is shown and it asks the local end-user to enter admin credentials (username and password) to continue with the update installation. If the end user selects "No"…
Issue: Can I transfer, move or export an Elements Endpoint Protection (EPP for Computers or EPP for Servers) profile to another company account in the Elements Security Center Portal? Resolution: A WithSecure Solution Provider (SOP) partner with partner level access to the Elements Security Center portal can copy a profile…
Issue: Error: "User cannot be added to this organization." appears on the Management > Organization Settings > Security Administrators page when trying to add administrator in the Elements portal. Resolution: This error usually means that the user already has access rights to an Elements organization, but currently there…
Issue: Customer or reseller partner would like to cancel an existing Evergreen (SaaS) WithSecure Elements subscription. How to cancel it? Resolution: If you have the product through a reseller partner, you need to contact them and they can request a termination of an existing Evergreen (SaaS) subscription. If you are a…
Issue: How to change, transfer or migrate two-factor authentication (2FA) / Multi-factor authenticator (MFA) to a new authenticator device? Resolution: If you still have access to the old authenticator, you can move the authenticator to a new device by logging in with the existing authenticator to the Elements portal.* Log…