Application loading / startup is slow or does not work at all When DeepGuard is enabled

Issue:

On a Windows computer, application loading / startup is slow or does not work at all when DeepGuard feature is enabled. What can be done if a software is having issues when DeepGuard is enabled? 

Resolution:

We recommend to check and ensure that the Security Cloud is enabled and that the endpoints are able to connect to the Security Cloud. 

You need to ensure that the connectivity to the Security Cloud. 

If necessary, you can run the Connectivity Tool to validate the connectivity state to the WithSecure services backend:

• Client Security: C:\Program Files (x86)\F-Secure\Client Security\ui\fsconnectionchecker.exe
• Server Security: C:\Program Files (x86)\F-Secure\Server Security\ui\fsconnectionchecker.exe
• Elements EPP for Computers and Elements EPP for Servers: C:\Program Files (x86)\F-Secure\PSB\ui\fsconnectionchecker.exe

Other than this, you may exclude the application from being monitored by DeepGuard by creating an exclusion for the application. 

For Elements Endpoint Protection:

1. Log in to the Elements Security Center: https://elements.withsecure.com
2. Navigate to the Server Configuration > Profiles page
3. Choose the profile which the device is using
4. Go to the Scanning settings page
5. Scroll down to the Global exclusions from all security scans section and click Add exclusion
6. In the Path field add the:
   • Full path for the application if you want to exclude a specific application
   • Folder path if you want to exclude a folder and its sub folders
7. Click Save profile

Note that you can use wildcards when creating the exclusions. For example: C:\Users\*\AppData\Local\test\ 

For Business Suite products (Client Security and Server Security):

1. Log in to Policy Manager Console
2.  Select a host or policy domain from the domain tree
3. Go to the Settings tab
4. Navigate to Windows > Real-time scanning 
5. Scroll down to the Files and application excluded from scanning table
6. Enable Do not scan the following files and application 
7. Click Add from the right side of the table 
8. Select:
   1. File path if you want to enter the full file path to the application
   2. Application SHA-1 if you want to enter the SHA-1 hash value of the application to exclude it anywhere on the system
9. Click OK
10. Distribute the policy (Ctrl + D)