Issue:

Elements EPP for Computers or EPP for Servers is showing Security Cloud status as not connected or Status Updated as "not latest" in the local user interface Settings > Updates page.

Resolution:

We recommend to run the Connectivity Tool (wsconnectionchecker.exe) from C:\Program Files (x86)\F-Secure\PSB\ui on the device, to validate the connectivity state to the WithSecure backend services.

If this device requires a connection via HTTP proxy to access reach Internet, you have to enable HTTP proxy usage via the Elements Security Center profile editor and enter the proxy address

Steps:

1. Log in to the Elements Security Center portal
2. Navigate to Security configurations > Profiles page
3. Click on the profile that is in use on the devices 
4. Navigate to the Communication settings page
5. Select Remotely Managed from the "Use HTTP Proxy" drop-down menu  
6. Scroll down to the Proxy servers and WithSecure connectors section
7. Click Add address 
8. Enter the proxy address
9. Click Save profile

Also make sure that Security Cloud is enabled in the profile:

1. Log in to the Elements Security Center portal
2. Navigate to 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. In the File scanning section, select either Upload all suspicious files or Upload suspicious executables only from the drop-down menu for Upload suspicious samples to WithSecure Security Cloud
6. Click Save profile

Issue:

How to have an Elements Endpoint Protection device restart automatically at a pre-defined time if Patch Management (Software Updater) has installed an update and a restart is required to finish the update? 

Resolution:

Issue:

In the Elements Security Center portal the portal shows that the system disk drive is encrypted for a device but it is unable to collect the bitlocker recovery key. 

On the device details page for a device, it shows under "Endpoint encryption > Encrypted Drives" the following details and error message:

Drive C (system disk)

• Encrypted
• Recovery information error (An error occurred during data collection for the recovery information. Please review the logs.)
• Pin-code: set 

Why does Elements Endpoint Protection (Elements Agent) fail to retrieve the BitLocker key from the device? 

Resolution:

For example, if BitLocker was enabled using: manage-bde -on C: -tpmandpin

then it is possible that only a TPM+PIN protector was created and no recovery password protector exists.

You can run the following command to display the BitLocker protectors configured on the volume: manage-bde -protectors -get C:

If you only see:

• TPM
• TPM And PIN

and there is no "Numerical Password" protector, then there is no recovery key stored on that device to retrieve.

manage-bde -protectors -get C: should display the 48-digit recovery password locally.

When scripting BitLocker deployment, ensure a recovery password protector is added, for example: manage-bde -protectors -add C: -RecoveryPassword <NumericalPassword>

Issue:

I get the following error: "failed to invite multiple devices via CSV file!", when trying to invite multiple devices to Elements Endpoint Protection portal for Elements EPP for Mobiles (Mobile protection).

Resolution:

Make sure you are importing the details in the following CSV format:

<owner email>;<owner last name>;<owner first name>;<alias>

Example CSV content:

test@exampledomain.com;Doe;John;examplealias
example@testdomain.com;Doe;Jane;examplealias2

Note: It is recommended to use a text editor which preserves the original encoding, such as basic Windows Notepad. Using some other editor that doesn't preserve the original encoding can break it.

Issue:

Elements Linux Protection or Business Suite Linux Security 64 installation fails with error "Warning: Installation timed out on setting up SELinux integration.". 

Full error message: 

Installing WithSecure Linux Security 64
Setting up integration with SELinux

Warning: Installation timed out on setting up SELinux integration.

Product activation failed to complete successfully. Please check the product
installation and network connectivity requirements, and retry the installation
after making changes (if any) to the system configuration. Before contacting
WithSecure support, please run the command
/opt/f-secure/linuxsecurity/bin/fsdiag․sh
to generate a diagnostics package from this system, and attach the package
(whose file name the command will output) to the support request.
setup: timed out on setting up SELinux policy integration: failed to find SELinux module withsecure-linuxsecurity-services installed
2026-09-07 13:06:52 src/fsbootstrap.c:488[7] executing '/opt/f-secure/linuxsecurity/download/linuxsecurity-1200-linux-x86_64/1774510304/content/setup' failed, result 256
2026-09-07 13:06:52 src/fsbootstrap.c:244[7] install failed
activate: activation failed: exit status 2
Failed to activate the product!

Resolution:

If you have followed the uninstallation instructions to remove the previous Linux Security 64 or Elements Linux Protection installation and you still receive the "Warning: Installation timed out on setting up SELinux integration." error when trying to install the Linux client, check if you have SELinux in use. 

If you have SELinux in use and you receive the error message even though you have set SELinux into permissive mode, it could be that the SELinux policy modules of a previous Linux Security 64 or Elements Linux Protection installation cause a conflict with the new modules that the installer is trying to set up. 

You can use the semodule –list-modules command to list all the modules. If you can see in the resulting list any withsecure or fsecure related modules, please remove them using the semodule -r command.  Then run the command semodule -B to recompile the active policy. 

After you have done these steps you can try the client installation again. 

Issue:

How to reset two factor authentication (2FA) for a WithSecure Business Account (Elements, Partner Portal, eService Portal) user account. 

Example scenarios:

• User has a new mobile device and wants to move or transfer the authenticator to the new device 
• Device that had the multi factor authentication (MFA) application broke or has been lost 

Resolution:

If you still have access to the old authenticator device, you can move the authenticator to a new device by logging in with the existing authenticator to the Elements portal, where you can remove the old authenticator and add a new one: 

1. Log in to the Elements portal: https://elements.withsecure.com
2. Click on the user icon in the top-right corner 
3. Go to My settings 
4. Click on the Change button on the right side of the Multi-factor Authentication enabled text
5. Log in with your existing authenticator codes
6. Click on the Remove button on the right side of the Google authenticator or similar text
7. Confirm the removal by authenticating again with your username, password and authenticator code

Once the existing authenticator has been removed, simply click on the add button to add your new authenticator.

Note: Partner Portal and eService Portal users can also log in to the Elements portal and change the MFA settings.

If you do not have access to the old device, to reset the MFA, ask another administrator to delete your user account and then they can create a new administrator account for you. When the account is re-created, you will get a new Welcome email that includes a temporary password which you can use to log in to the account and then set up a new password and configure MFA. 

If you do not have another administrator on the company account and you have a Partner Managed subscription, you should contact your partner and they can delete the user account. 

To delete the user account, another administrator can follow these steps:

1. Log in to the Elements Security Center
2. Navigate to Management > Organization Settings > Security Administrators
3. Click on the user you want to delete
4. Click Delete 
5. Confirm the deletion 

NOTE: If you are a WithSecure partner with access to the Partner Portal or a WithSecure customer with access to the eService Portal using the same user account, you need to contact Customer Care to have the account removed. 

If you're the only administrator on the Elements account, or the other administrators do not have necessary access rights to create new administrator user accounts, contact WithSecure Customer Care for further assistance.

Issue:

How does the network drive scanning work?

Resolution:

Scan network drives setting is enabled by default.

How does it behave?

• Scanning only happens upon execution of (executable) files on the network drive
• Basic open / close, copy / paste operations for a file are not scanned
  #For Elements EPP, users can enable real time scan for those actions by setting profile "Scan network drives" as "Scan on any file access".  Note:  scanning files on network drive on every file access can be very slow.

Testing with EICAR test file:

• The execution of an eicar.com file will only work on legacy 16-bit systems or those which support it. Most 64-bit systems do not support it and therefor a real time scan test will most likely not trigger an alert on that file.
• However, the manual/scheduled scan will still detect the file

Issue:

User has entered a valid 2-step authentication code from their mobile authentication application, but receive "The verification code that you entered is incorrect. Try again." error when trying to login to the Elements Security Center portal or Partner Portal.

Resolution:

If you have entered the correct code within the allowed time frame but you still receive the error, make sure the time and date is set correctly on your mobile device. Two factor authentication can fail if the date and time it set incorrectly on the mobile device. 
 

To fix the root-cause, configure your mobile to synchronize date and time from the network. For Android phone, use these steps.

• Go into your phone's Settings app
• Go into "System" and then "Date & Time" 
• Select the option to use is "Use network provided date and time" and "use network provided time-zone".

Issue:

Error: "Security administrator cannot be added to this organization." appears on the Management > Organization Settings > Security Administrators page when trying to add administrator in the Elements portal. 

Resolution:

This error usually means that the user already has access rights to an Elements organization. The other organization should delete the user from the organization so that you can add the user to your organization. 

This error can also appear if you try to add a user who has Partner Portal access rights to a company level Elements organization (account). A user who has Partner Portal access rights can only be added to the Solution Provider (SOP) or Service Provider (SEP) organization that has the same ID on both the Partner Portal organization and Elements organization. 

Partner users should not be added to the company level, since if customer has a Partner Managed subscription, a SOP level user can access the company using the scope-selector drop-down menu in the Elements Security Center portal. 

Issue:

After installation of Elements Agent, Elements EPP for Computers, EPP for Servers or Elements EPP for Mobiles host device is not listed on the "Devices" page in the Elements Security Center. Why is the device not found on the "Devices" page?

Resolution:

Follow this checklist to check that all is OK:

• Verify that the product has been installed
• Verify that host is able to communicate to backend servers. You can run the WithSecure Connectivity Tool (wsconnectionchecker.exe) from C:\Program Files (x86)\F-Secure\PSB\ui on the device, to validate the connectivity state to WithSecure backend.
• Confirm that you are using the correct Elements Endpoint Protection subscription key during installation
• If you have installed the Elements Endpoint Protection product on a clone image and are using the same clone image on several devices, it can be that several devices have the same Unique ID (UID). If the devices have identical Unique ID's, only one will be visible in the Elements Portal at a time. You can view the Unique ID from the product's Settings > Central Management page.  If two or more devices have the same UID, use the logout tool to reinitialize the product. This will create a new random UID to the device where you run the tool. For deployment using clone image, check this help guide.
• For installation in persistent mode on VDI systems, in case you have installed the Elements Endpoint Protection product to use SMBIOS GUID as the unique ID, following the steps documented in the help guide.

As a last resort, try uninstalling the product using the uninstallation tool. Then reinstall the product: https://download.withsecure.com/uninstallationtool/WsUninstallationTool.exe