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What to do if malicious code has been found in an MBR file
Issue: Malicious code has been found in MBR file (Master Boot Record), how to proceed for further investigation. Resolution: Collect the MBR log from the infected machine for further investigation whether it is valid infection or false positive from F-Secure product. Log Collection Instructions: * Install Sector Inspector…
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How to configure RMM Kaseya VSA agent to retrieve read-only status information from WithSecure client applications such as Elements Endpoint Protection, Computers Edition or Client Security?
Issue: How to configure Kaseya VSA agent to retrieve read-only status information from WithSecure client applications such as Elements Endpoint Protection, Computers Edition or Client Security. Resolution: Our Help Guides include all of the information required to configure supported Windows Management Instrumentation…
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Where to contact about payments and billing regarding WithSecure Business Products
Issue: Where to contact about payments and billing regarding WithSecure Business / corporate products. Resolution: If you are an end-customer, you need to contact your own WithSecure reseller partner if you have questions about billing. If you are a WithSecure reseller partner and you have questions about billing, please…
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When trying to increase or decrease licenses through the Partner Portal, I get the error "Sorry, data cannot be saved"
Issue: I get the error "Sorry, data cannot be saved" when trying to increase or decrease SaaS or Yearly subscription through the Partner Portal. Resolution: If you get this error, open a support ticket using Partner Portal and give the following details: * Who is the user who is doing the order * Customer name *…
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What is DeepGuard?
Issue: What does the DeepGuard functionality in WithSecure products do? Resolution: DeepGuard monitors applications to detect potentially harmful changes to the system. DeepGuard makes sure that you use only safe applications. The safety of an application is verified from the trusted cloud service. If the safety of an…
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WithSecure Elements Device Control not blocking "write access" or "executable launching" on USB mass storage devices
Issue: * User attaches a USB mass storage device but Device Control does not block access to it. * Admin has disallowed writing to removable storage devices, this works correctly on USB thumb drives, however external USB disk drives can still be written to. How to ensure that writing to external disk drives is also blocked…
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How to order evaluation license for a new customer in the WithSecure Partner Portal
Issue: How to order evaluation (trial) license for a new customer in the WithSecure Partner Portal Resolution: Follow these steps to create an evaluation order for a new customer account in the WithSecure Partner Portal. 1. Log in to your Partner Portal account 2. Click Ordering and select Yearly 3. Click New Order 4. In…
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Business Suite Server Security or Elements Endpoint Protection for Servers Software Updater does not reboot the system after installing an update, and system reboot is required to complete the installation
Issue: I have noticed that Software Updater does not reboot the system automatically after installing an update, and system reboot is required to complete the installation. Why is this happening? Resolution: WithSecure server solutions are designed to not reboot a server automatically after Software Updater has finished…
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WithSecure Product installation fails with error "conflicting Oneclient product already installed"
Issue: WithSecure Elements Agent, Business Suite Server/Client Security, or Countercept MDR installation fails with error "conflicting Oneclient product already installed" Resolution: This error indicates that a WithSecure Product has been previously installed on the computer. The uninstallation of the previous WithSecure…
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Exclusions for applications running from temp folders not working
Issue: Exclusion rules under Application Control for applications running from Temp Folders does not work. Resolution: The rule might conflict with the default Application Control exclusion rules, such as: * Block malicious files in Temp folder * Block rare and unknown files in Temp folder * Block rare Dlls with unknown…