Issue:

Error "Cannot load the page" during logon to the WithSecure Elements Security Center portal at https://elements.withsecure.com

Resolution:

If you are getting this error page, perform the browser reload using the "Ctrl + F5" keys. Ctrl + F5 is a keyboard shortcut to reloads the web page including the browser cache. It retrieves the fresh web content. This will help to refresh the Elements Security Center portal page.

Check if any of steps below help:    

• Switch to different web browser
• Clear the web browser cache 
• Start the Chrome/Edge browser in Incognito/InPrivate mode without any extensions enabled

If the above-mentioned does not help, you can try logging in to the portal on a different device, connecting through a different network, and see how it goes. Sometimes, the connectivity is blocked by the proxy/firewall in the network.

In case issue remains, then the issue could be a temporary problem on the portal side. Please wait for 1 hour and try again. If issue remains after 1 hour you can open a support request. 

Issue:

The number of drives protected from the Elements Collaboration Protection (ECP) portal is different from the number of drives that can be confirmed from the usage status of the Microsoft Management Center. How to check if all OneDrive are actually protected?

Resolution:

Usually, all active drives that exist on the organization should be shown on ECP portal. In some cases, when new drive is created and the user has not yet access the drive, there is a possibility that the drive is not fully setup, therefore will not be shown in ECP portal.

Issue:

How to manually relase a quarantined file after failed to release using the [Release] button? 
 

Resolution:

In case that qurantined file was not being released even after performing release using the [Release] button, 
the user can manually release a quarantined file following these steps: 

1. Log to your Micrososft account as an administrator

2. Find the Sharepoint site URL of the original file location.
e.g.
https://example.sharepoint.com/sites/

3. Add Microsoft Azure Active Directory tenant ID to the URL as following: FS_QUARANTINE_
If tenant ID is 00111222-3333-4444-5555-666677778888 the string will be
FS_QUARANTINE_00111222333344445555666677778888

therefore the full URL should be
e.g.
https://example.sharepoint.com/sites/FS_QUARANTINE_00111222333344445555666677778888

4. All the quarantined files should be there assuming you logged with Admin user. 
The file name will be the Quarantine ID. Take the needed file and copy it anywhere you wish.
USE THIS AT YOUR OWN RISK

Issue:

Breach detected time is recorded differently with actual occurred time in portal.

Resolution:

Breach occurred shows when a breach happened. Breach detected is the date when our solution received an information about the breach. Depending on the case, it can take some time for breach database to realize they were breached, or for malicious actors to try to sell stolen information online etc. so it's not unusual to see these two dates differ by a lot.

Issue:

Quarantined emails goes back to quarantine immediately after released. 

Resolution:

If verified False Positive, do Report the detection as a False Positive. Or create an exclusion as per steps;
 

1. Under Policies go to Real Time Scanning
2. Go to Malware Scanning
3. At the Scan Files option select "All, except excluded"
4. Enter the filename to be excluded

Issue:

Does Elements Collaboration Protection(ECP) use generative AI?

Resolution:

ECP does not use Generative AI.

Issue:

Does compromised account feature cover all users in Microsoft365 regardless of number of license on Elements Collaboration Protection? Or does it cover only users who have mailbox?

Resolution:

It will be the latter.
Only users that have mailbox, PLUS it is protected by ECP, can be use this feature.
So for example, if the user mailbox can't be protected by ECP because exceed license size for example, it cannot use this feature.

Issue:

Admin get the message "No more licenses available. To protect additional mailboxes, you need to get more licenses or turn off protection for others" when trying to protect a new mailbox with Elements Collaboration Protection 

Resolution:

The license usage for Elements Collaboration Protection is based on the amount of mailboxes that are being protected. If a Cloud Service tenant has more mailboxes than there are licenses, with the default Protect all mailboxes setting, it will protect the mailboxes in alphabetical order until no licenses are remaining.

To view the amount of licenses in use:

1. Log in to Elements Collaboration Protection portal
2. Go to the Cloud services page
3. Select the Subscription view tab from the top right corner
4. View the subscription usage column for each subscription key (you can open the drop-down menu to view which Cloud service is using the licenses)

If you want to select specifically which mailboxes to protect, you can use the Customize my protection setting. 

Instructions on how to set up protection for the mailboxes in a configured domain. To set up protection for the mailboxes:

1. Log in to the Elements Collaboration Protection portal
2. Select Cloud services on the sidebar
3. Select Configure protection in the row of the new connection in the Exchange column (or click on the protected / unprotected number)
4. In the page that opens, do the following:
   • Select Protect all mailboxes if you want to protect all the existing mailboxes in your account in Microsoft Exchange.
   • Select Customize my protection if you want to select the mailboxes that you want to protect.
     • Note: You can turn on Protect new mailboxes if you want to automatically protect all the new mailboxes. If this setting is off, you must manually select the new mailboxes to add them to the list of protected mailboxes.
   • To add protection for an existing unprotected mailbox on your account, select the mailbox from the mailbox list and at the bottom of the page, select Turn on protection. The status of the mailbox changes to "Protected".

Issue:

When logging in to Elements Security Center, the Collaboration Protection product subscription section shows "no access rights – You do not have rights to Collaboration Protection content of this organization" for it. 

Resolution:

If you are a customer who just bought Elements Collaboration Protection or a partner who has received Not for Resale (NFR) licenses, you need to create the first administrator account from the self-register page. When you use the same email address as your current WithSecure Elements account uses, it will simply add the user rights to your account. 

You can find the instruction steps and the link to the self-register page here: Quick Start – Elements Collaboration Protection | WithSecure™ 

If you already have a colleague with Elements Collaboration Protection access rights to your company's account, that colleague can add administrator user rights for you by following these steps: 

1. Log in to the Elements Security Center 
2. Navigate to Management > Organization Settings 
3. Go to the Security Administrators tab
4. Click Add administrator 
5. Enable Collaboration protection access
6. Click Next 
7. Click Add 

If you are a partner user (solution provider) who does not see the Elements Collaboration Protection product when you log in to the Elements Security Center, you can ask one of your colleagues who has the Management access rights to the Collaboration Protection solution to add the rights by following the earlier mentioned steps.

If no one in your reseller partner  Elements account has Elements Collaboration Protection rights and you do not have any users with Elements Collaboration Protection access rights, open a User Management Assistance support case using the Partner Portal. 

Issue:

We have certain email attachments that are blocked or quarantined by Elements Collaboration Protection due to disallowed content. The files are clean and how do we solve it?

Resolution:

To resolve the blocked attachment due to the "Disallowed content" verdict, you can either allow the file extension or add the trusted sender email address/domain to the tenant's Elements Collaboration Protection policy.

To allow the file extension:

1. Log on to the Elements portal (https://elements.withsecure.com/)
2. Go to Collaboration Protection > Policies
3. Select the tenant's policy
4. Go to Exchaneg > General > Malware scanning
5. In the Disallowed file types section, click on the Configure file types, and untick the target file type
6. Click Save
   

Add the sender address/domain to exclude attachment scanning:

1. Log on to the Elements portal (https://elements.withsecure.com/)
2. Go to Collaboration Protection > Policies
3. Select the tenant's policy
4. Go to Exchange > General
5. Turn on the 'Trusted senders' option
6. Add the sender email:
   1. email address to the Trusted email sender addresses list if you want to allow a specific email address
   2. domain to the Trusted sender domains list if you want to allow a whole domain
7. Click Save