Issue:

There is a broken URL link, typo, incorrect information or localization (language translation) error in an WithSecure product, help guide or website. Where can it be reported?

Resolution:

Open a support and provide a description and screenshots of the error. 

Issue:

When DeepGuard protection feature is enabled, startup of some applications is very slow and takes either a lot of time or longer than usual. What can cause there performance issues when DeepGuard is enabled?   
 

Resolution:

DeepGuard performance issues are usually the result of the Elements Agent, Client Security or Server Security client either being unable to connect to the Security Cloud or Security Cloud being disabled. 

We recommend first to run the WithSecure Connectivity Tool to make sure that all connections towards the WithSecure services work correctly. 

The tool is located in the following folder:

• 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/Elements EPP for Servers: C:\Program Files (x86)\F-Secure\PSB\ui\wsconnectionchecker.exe

Also make sure that Security Cloud is enabled. 

How to enable Security Cloud for Elements Agent:

1. Log in to the Elements Security Center 
2. Navigate to the Security configurations > Profiles page
3. Click on the profile that is in use on the devices
4. Go to the Real-time scanning settings page
5. Scroll down to the File scanning section
6. Make sure Upload suspicious samples to WithSecure Security Cloud is set as either Upload all suspicious samples or Upload suspicious executables only
7. Click Save profile

How to enable Security Cloud for Business Suite Client Security and Server Security :

1. Log in to the 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. Enable User Security Cloud 
6. Distribute the policy (Ctrl + D)

Regarding the performance issues caused by DeepGuard
There are always two levels. The obvious one is if DeepGuard that knows if the application is whitelisted, if it is, DeepGuard doesn't monitor it, so less performance hit.
If DeepGuard doesn't know it's clean, it will monitor it and that can cause performance issues. Excluding will obviously also work to "fix" the performance issues since DeepGuard again doesn't monitor the excluded applications. Whitelisting is just a safer way to reduce the monitoring level that DeepGuard does.
​
For applications running from network shared there's the additional performance hit coming from the SHA1 calculation of the application. Since the binary is on a network share, we can't assume anything about it or cache the results so DG driver will always compute the SHA1 when it see the process launching. Whitelisting doesn't affect this in any way and exclusion is the only way to avoid this performance problem
​
The latter problem mainly affects cases where the application is being launched a lot like several times a minute. It also depends on the network speed and file server load and many things.

Usually whitelisting the application is sufficient to avoid performance issues.
So, you can add example application.exe to excluded processes to optimize disk performance. but you can also add the whole path to excluded applications under real-time scan.

If you are not sure, if the application is clean and can be excluded, you can always submit the executable of that application to us for further analysis. To do so, please use the Sample validation service in the Elements Security Center portal. 

Issue:

DataGuard feature blocks svchost.exe. Can we exclude svchost.exe from being blocked by DataGuard? 

Resolution:

If DataGuard blocks svchost.exe, it is not recommended to add svchost.exe to the Manually added trusted applications and folders list since svchost.exe can be used by various processes and therefore it is not possible to fully know if the svchost operation is harmful or not. 

If the folder, where svchost.exe is trying to access or modify a file, was automatically protected due to the Discover monitored user data folders automatically feature, you can add the folder to the Manually excluded folders list in the profile so that DataGuard will not block svchost. 

Steps for Elements Endpoint Protection:

1. Log in to the Elements Security Center portal
2. Navigate to the Security configurations > Profiles page
3. Open the profile that is in use on the device 
4. Go to the DataGuard settings page
5. Scroll down to the Monitored folders section
6. Under Manually excluded folders, click Add path 
7. Enter the path to the folder you want to exclude
   1. Note: All sub-folders will also be excluded
   2. Note: Wildcards and environment variables are supported
8. Click Save profile

Steps for Client Security:

Client Security does not have a Manually excluded folders feature, so you will need to disable the protection for that specific automatically protected folder. For example svchost.exe is blocked due to file being in the Documents folder, you can disable the protection specifically for the Documents folder:

1. Log in to the Policy Manager Console
2. Select a host or policy domain from the domain tree
3. Go to the Settings tab
4. Navigate to Windows > DataGuard
5. In the Protected data folders table, disable the protection for a folder
6. Distribute the policy (Ctrl + D)

Issue:

This articles applies to the following WithSecure products: Client Security, Server Security, Elements EPP for Computers, Elements EPP for Servers

The WithSecure installation fails and I see windows system event log shows error message: "Error 1920. Service 'F-Secure Hoster (Restricted)' (fsnethoster) failed to start. Verify that you have sufficient privileges to start system services." 

Resolution:

The error message might indicate that there are missing permissions in the root-directory where the WithSecure product is trying to be installed or is installed.

We recommend download and run the WithSecure Uninstallation Tool, then delete the entire C:\Program Files (x86)\F-Secure folder, reboot the, and retry the installation. Uninstallation Tool can be downloaded from here: https://support.withsecure.com/en/support-tools/

If running the uninstallation tool and restarting the computer did not fix the issue:

• You will have to verify that the default permission set. If you are using the default installation path (C:\Program Files (x86)\F-Secure), verify that the Program Files (x86) directory has permissions set for the following: NT AUTHORITY\NETWORK SERVICE.
• In doubt, reset the permission on that specific directory back to defaults and retry the installation.

Other possible solutions:

• Check if Windows is fully updated
• Check or reinstall .NET Framework 4.7.x
• Check or reinstall Universal CRT

Potential Workaround:

1. Rename following files to anything else (e.g. vcruntime140_old.dll):

• On 64 bit Windows: 

• C:\Windows\SysWOW64\vcruntime140.dll
  C:\Windows\SysWOW64\msvcp140.dll

  ​On 32 bit Windows:

  • C:\Windows\System32\vcruntime140.dll
    C:\Windows\System32\msvcp140.dll

2. ​​Restart the host

If the steps above still causing error message "fsnethoster does not have sufficient privileges", there is a possibility that registry key HKEY_USERS\S-1-5-20 doesn't have the required permission for NETWORK SERVICE and fsnethoster is unable to create an entry there. For this follow the steps below to try fix the issue:

1. Click Start
2. Type regedit, and press Enter
3. Navigate to and select registry key HKEY_USERS\S-1-5-20
4. Select Edit
5. Select Permissions
6. Click Add…
7. Type NETWORK SERVICE
8. Click Check Names (the name should get underlined)
9. Click OK
10. Check Allow checkbox for Full Control (also Read permission should be automatically allowed)
11. Click Apply
12. Click OK

Issue:

Can Elements Linux Protection and Linux Security 64 run a Manual or Real-time scan on NFS mount directories?

Resolution:

Yes, both Elements Linux Protection and Linux Security 64 can run a manual scan on NFS mount directories.

But we recommend scanning the NFS content locally on the NFS server instead as there can be issues to scan directly on mounted NFS.

Issue:

Is there a maximum file size that can be scanned by Linux Security 64 (LS64) or Elements Linux Protection?

Resolution:

There is a no limitation on maximum file size can be scanned by Linux Security 64.

Issue:

How to force install and enable WithSecure Browsing Protection extension in Chrome, Edge or Firefox via Windows Group Policy (GPO)?

This article applies to:

• Elements Endpoint Protection (EPP for Computers and EPP for Servers)
• Business Suite (Client Security and Server Security)

Resolution:

You can find the instructions how to install WithSecure Browsing Protection extension via Windows Group Policy (GPO) in the product admin guides. The instructions include a step on how to force the extension / add-on to be forced on.

Elements Endpoint Protection (Elements Agent):

• https://support.withsecure.com/userguides/product.html#business/psb-portal/latest/en/bp_extension_installation-psb-portal-latest-en

Business Suite Client Security / Server Security:

• https://support.withsecure.com/userguides/product.html#business/server-security/16.00/en/bp_extension_installation-server-security-16.00-en

Issue:

Unable to change the products or license amounts of a renewal order in Partner Portal after auto-renewal locked it.

When on the Sales > Renewal Center the renewal opportunity is selected and Renew + Modification button is clicked, an error is shown that tells that the order has been locked and changes can no longer be made because there are less than 7 days left until the subscriptions will be renewed. 

Resolution:

The opt-out deadline for for auto-renewal is up to 7 days before end date, this means that the order cannot be cancelled when there are less than 7 days until the renewal date. You can still make changes to the quote when there are 6 days left before the renewal is set to happen. When there are less than 5 days, the order is placed and it is locked. 

To make changes to the quote when there are 6 days left, navigate to the Sales > Renewal Center page in the Partner Portal. Click on the customer's renewal opportunity in the Renewal Opportunity column and on the next page you can click on the quote which you want to modify. 

Edit the quote and then click Calculate -> Quick Save -> Save. Then confirm that the selected products, amounts and prices are as they should and then you can click Generate order.

Issue:

When I try to reset the password for my WithSecure business user account,  I don't receive any password reset email.

Resolution:

Make sure that you have entered the correct email address. If no account is found with the email address, no password reset email is sent.

If you are an end-customer user and you have a Partner Managed subscription, ask your partner to check your user account's email address from the Management > Organization Settings > Security Administrators page in the Element Security Center portal.

If you are sure that you are using the correct email address, contact WithSecure Support so that we can check the status of your user account. Please provide the email address you are trying to reset the password for.

If you are a partner user and you are trying to log in to the Partner Portal and you do not receive a password reset email, it usually means that you haven't created a WithSecure Business user account for yourself from the welcome email. You can create an account through this self-registration page: https://portal.withsecure.com/signup

Once you have created the user account, try logging in to the Partner Portal. If the it loops back to the Partner Portal login page after entering your password and two-factor authentication code, it means that your email address doesn't have Partner Portal access rights. A partner user who has Partner Portal administrator rights can add you the Partner Portal access rights: 

1. Log in to the Partner Portal
2. Click on your user name in top-right corner 
3. Select Account Management
4. Click Add Member
5. Enter user details and select the roles 
6. Click Save 

Issue:

Does WithSecure Software Updater on Elements Endpoint Protection (EPP Computers and for Servers) or Business Suite (Client Security and Server Security) products install Windows feature updates as part of the software update process?

Resolution:

Elements Software Updater does not install Windows feature updates or major operating system version upgrades. A move for example from Windows 11 25H2 to Windows 11 26H2 would not delivered through Software Updater, and these upgrades are not part of the security updates it installs. The same applies to Windows service packs.

What Software Updater does cover is the regular Microsoft updates for the installed Windows version, including security updates, as well as updates for supported third-party software. Windows optional updates are not included.

To upgrade devices to a new Windows feature version, please deploy the feature update with Microsoft's own tools, such as Windows Update, WSUS or your existing Microsoft management tooling. Once a device is on the new version, Software Updater keeps providing security updates for it as usual.