Issue:

If user either accidentally removes Elements Mobile Protection from the mobile device or log out from the application, why doesn't the username and password in the installation email work and why is there no "forgot password?" feature to reset the password? 

Resolution:

The password in the Elements Mobile Protection installation email is a temporary password which expires after first use or after 29 days of sending the installation email. There is no forgot password feature because reactivation cannot be an end-user feature. 

If you have accidentally removed Elements Mobile Protection or logged out from the application, your company administrator needs to send you a new installation link by adding your device again in the Elements Security Center portal.

Note: Remember to uninstall the previous installation of Elements Mobile Protection before trying to install it again from the new installation link email. A previous installation of the application can stop the license activation. 

Issue:

Browsing Protection by WithSecure is missing from Firefox on Elements Endpoint Protection for Computers (MacOs) with the error "Security application not found".  On macOS there's a constant popup about missing Firefox browser extension.

Resolution:

If you receive the error "Security application not found" and Browsing Protection by WithSecure browser extension is missing from Firefox, manually install the Browsing Protection by WithSecure extension for Firefox. 

1. To set up the browser extension for Firefox:
2. Select the product icon in the menu bar.
3. Select Settings… from the menu.
4. Open the Secure Browsing tab.
5. Select Install browser extension.
   1. The Browsing protection installation window opens.
6. From the drop-down, select Firefox and then Install now.
7. Select Add.
   1. Once the extension is installed, a user consent dialog opens. The browser extension requires your permission to access information about the web addresses you visit.
8. Select Accept.
   1. Note: If you decline to grant the permission, you will not be able to use the extension and Browsing protection cannot block harmful websites nor show search result ratings. Also, the extension will be removed from the browser.
9. To complete setting up the extension, select OK.

You can now use Firefox to browse the internet safely.

More details about the installation of Mac browser extensions and how to check if they are in use can be found in the User Guide: Checking that browser extensions are in use | Elements Endpoint Protection for Computers | Latest | WithSecure User Guides 

Issue:

After sending an Elements Agent installation link email to a user from the Elements Security Center portal's Environment > Devices page, the user never receives the email. Email does not arrive to the recipient. 

Resolution:

Device invitation emails from the Elements Security Center are sent from no-reply@withsecure.com, and if only some users but not all do not receive the email, then the most common reason they do not arrive is that the recipient's mail system filters or quarantines them.

Please check the following: 

1. Check the spam/junk folder and any Outlook rules that may move messages into subfolders. 
2. If you use Microsoft 365, ask the mail administrator to check the quarantine for messages from withsecure.com and to allow that sender domain. 
3. In the Elements Security Center, go to Environment > Devices, click the three-dot menu and open Manage device invitations to confirm the invitations were sent to the correct address, then send a new one via "Add new device" if needed.

An Elements Agent installer can also be downloaded from the WithSecure Download Center and then during installation you can enter the subscription key: Download – WithSecure™ 

If the user shouldn't have the subscription key, as a workaround, you can send an invitation to yourself and download the exe installer. Then you can attach that exe installer in an email to the user. 

Issue:

Can Elements Connector be installed and work without issues on ARM architecture based devices, such as the Raspberry Pi? 

Resolution:

Elements Connector is not supported on ARM architectures, so it will not run on devices such as a Raspberry Pi. The Linux version is built for 64-bit x86 (x86-64) systems only, and its installation also depends on 32-bit x86 compatibility libraries that are not available on ARM. 

Here are the Linux installation notes for the Elements Connector:

Installation notes | Elements Connector | Latest | WithSecure User Guides

Issue:

How or where to see additional details why Elements Endpoint Protection has quarantined or deleted a file? Local Elements Agent user interface does not show enough information when clicking on the downwards arrow for show details. 

Resolution:

1. Log in to the Elements Security Center portal: https://elements.withsecure.com
2. Navigate to the Environment > Devices page
3. Click on the device name for which you want to see the detection details
4. Click Show security events from the top-left corner of the device details page

Issue:

Unable to create a custom rule for Elements Mobile Protection devices because the Mobile devices client type is missing or not selectable from the Elements Security Center portal's Profile assignment rule > Custom rule > Client type drop-down list.

How can I create a new default profile assignment rule for Elements Mobile Protection devices, which would automatically assign a default profile after installation? 

Resolution:

1. Log in to the Elements Security Center portal
2. Navigate to Security configurations > Profiles 
3. Select the Profile assignment rules tab
4. in the Profile assignment rules section, you will see 6 Default rules
5. Click on the three dots on the right side of the Mobile devices row
6. Select Edit
7. From the Assign profile drop-down menu, select the default mobile device profile that you want to have assigned to the devices automatically after installation
8. Click Save

Issue:

How to check when schedule scanning started and finished on Linux Protection or EPP for Servers (Linux)?

Resolution:

In the Elements Security Center portal, the timestamp of start and finish last scanning for a Linux Protection device is shown on the Scan report tab on the device details page.

1. Log in to the Elements Security Center portal 
2. Navigate to the Environment > Devices page
3. Click on the Linux device
4. Go to the Scan Report tab

Note that the scan report shows only last scan and there is no separate scan report in .pdf format to download or export. 

The Linux scan report in Element portal shows the following details:

• Last scheduled or manual scan start time, finish time and the number of files scanned
• Detected threats and the action taken on them 
• Files that were unable to be scanned

On a Linux workstation or server locally, Elements Linux Protection and Business Suite Linux Security 64 output to the system log the scan settings, when the scan has started and when the scan has ended. System log location depends on the Linux distro being used:

• /var/log/syslog 
• /var/log/journal
• /var/log/messages

The scheduled scan start and finish logs come from the scand process while the scan settings logs come from the lspmd process.

Below you can see an example of the timestamps of past scheduled scans that are listed in a system log.

• lspmd [1930]: report {source=scheduled scan] scan schedule changed; schedule={"hour":15,"minute":10,"days":["friday"]}
• scand [5243]: report [source=scheduled scan]: scan started
• scand[5243]: report [source=scheduled scan]: scan finished

For example, on a Ubuntu Linux installation you can easily list the scan settings and the scan start and finish times by using the following terminal command:

• grep "scheduled scan" /var/log/syslog

Issue:

Can WithSecure provide Elements Agent installer that can be installed on unsupported MacOS versions? Can old installer versions be downloaded from somewhere? 

Resolution:

WithSecure supports only operating system versions that the vendor still supports. Apple normally supports the latest 3 MacOS versions. WithSecure does not have old installers available to be downloaded and support will not be able to provide you an older installer that you could install on the unsupported MacOS computer. 

Our recommendation is to upgrade the device to an Apple supported MacOS version. After that, you can use the standard Mac installer that can be downloaded from the Elements Security Center. 

Currently supported MacOS versions can be viewed from the User Guide's System Requirements page: https://support.withsecure.com/userguides/product.html#business/psb-cp-mac/latest/en/sys_reqs-psb-cp-mac-latest-en

Issue:

Elements Agent (Elements EPP for Computers) installation on MacOS shows notification: "This package will run a program to determine if the software can be installed".

When "Continue" is clicked, nothing happens. The installation is stuck and doesn't continue.

Resolution:

The installer checks whether the software can be installed on your Hardware and in the OS X version you have, so make sure that the OS X version you have installed is listed as supported in the Elements Endpoint Protection for Computers Mac User Guide: https://support.withsecure.com/userguides/product.html#business/psb-cp-mac/latest/en/sys_reqs-psb-cp-mac-latest-en

WithSecure typically supports the latest 3 MacOS versions. 

System requirements

The recommended system requirements are:

• Intel or Apple Silicon Mac
• 1 GB of free disk space
• 1 GB or more of memory
• Internet connection: An internet connection is required to validate your subscription and receive updates

WithSecure™ Elements Agent no longer requires Rosetta2 on Apple Silicon Macs
 

Issue:

When looking in the Elements Agent App and file control window's Protected tab, the folders show that the setting is controlled by admin. Remove button is greyed out and thus unable to remove folder from being protected by the Elements Endpoint Protection DataGuard feature. 

How can these folders be removed from being protected by DataGuard? 

Resolution:

The Protected folders are related to the DataGuard feature, which protects the folders from being encrypted by ransomware.

1. Log in to the Elements Security Center portal: https://elements.withsecure.com
2. Navigate to Security configurations > profiles 
3. Click on the profile that is in use on the devices 
4. Navigate to the DataGuard settings page in the Premium section
5. In the Monitored folders section, disable Discover monitored user data folders automatically 
6. Click Save profile