Issue:

Upon logging into WithSecure Elements Security Center, I get an error saying my login credentials are incorrect. Error: Wrong username or password/Incorrect login credentials.
 

Resolution:

You need to ensure that you use the correct URL to log into the WithSecure Elements Security Center and that you are using the correct username: https://elements.withsecure.com/

If you have forgotten your login password, you can click on "Forgot password?" option on the logon page, to request for a password reset.

If you do not receive the password reset email, we also recommend checking and ensuring that the password reset email does not end up in the spam folder in your mailbox. Check also that it isn't quarantined. The email is sent from no-reply@withsecure.com. If no email is found it could be that you no not have a user account with that email address in Elements Security Center portal. If you are a WithSecure Partner, please ask a colleague to check if they can find your user account on the Management > Organization Settings > Security Administrators page in the Elements portal. If you are an end-customer with a Partner Managed subscription, please ask your partner to check if they can find your user account. 

If no user account is found, your colleague or partner can create one for you. 

Issue:

When installing an WithSecure Elements Endpoint Protection product (Elements EPP for Computer or for Servers), user encounters an error about the subscription key they are trying to use:

• Error: "You cannot use the subscription key you entered for this computer anymore. If you need a new subscription key, contact your administrator."

Resolution:

This is most likely due to the Elements Endpoint Protection product having been installed on the computer before using the same subscription key and at some point the machine has been removed from the Elements Endpoint Protection portal. This adds the machine to a block list to prevent the software from automatically re-registering to the portal if the software is still installed after the machine is removed from the portal. To reinstall the product using the same subscription key on that computer, you need to first restore the devices from the blocklist for that subscription key:

1. Log in to the Elements Endpoint Protection portal
2. Open the Subscriptions page
3. Choose the subscription key which you are trying to use and click on the "triple dot button" on the right side of the page
4. Click on Restore devices from blocklist

This releases all the devices from the blocklist for that specific subscription key. Now the subscription key can be used again on that same computer.

Issue:

WithSecure EPP for Computers or for Servers Software Updater is displaying installation failed, try again for Windows 10 Cumulative Updates. As for Citrix and Java updates, I get a message that manual file download required, how can I fix this?

Resolution:

If you come across installation errors for Microsoft cumulative updates such as e.g. Return Code: -2145124329 in the Software Updater logs, this translates to error code 0xFFFFFFFF*80240017. You can refer to the Microsoft documentation explaining the error code.

Some updates such as Citrix or Java couldn’t be installed automatically for the following reasons: 

• End-user needs to enter the CAPTCHA
• End-user has to accept the End User License Agreement (EULA)
• End-user has to log in

If WithSecure Software Updater received the status that manual download required for some particular update, then it stops the installation of this update. In this case, you would need to proceed to download and install the updates manually.
 

Issue:

WithSecure Windows endpoint client has created multiple subfolders in C:\Users\All Users\F-Secure\NS\default and C:\ProgramData\F-Secure\NS\default The subfolders seem to be looping in an NS\default\NS\default pattern.

Resolution:

This is by design. The junction is part of product migration logic from an old version and removing it will break the product. For Elements Endpoint Protection (formerly known as PSB), the junction is present only if the product has been upgraded from an older version of the F-Secure endpoint client.

To get rid of the junction, you may re-install the WithSecure product.

For Business Suites product, the junction present in new installation too.

Issue:

When installing WithSecure Elements Agent (EPP for Computers or for Servers) on a Windows computer, it uninstalls a VPN software called Forticlient from Fortinet inc. How to install Elements Agent without it uninstalling Forticlient?

Resolution:

The Elements Agent for Computers and for Servers installer can be run with an additional command line parameter to skip sidegrade (removal of incompatible products) for Forticlient.

1. Open a Command prompt as an Administrator
2. Navigate with the Command promp to the folder where you stored the Elements Agent installer
3. Run command:

<installername.exe> --skip-sidegrade "Forticlient"

You can also skip sidegrade for every incompatible product by using using "*". For example: 

<installername.exe> --skip-sidegrade "*"

Issue:

WithSecure Elements Agent (Elements EPP for Computers or EPP for Servers) user interface displays the following message: "Restart required. WithSecure Elements EPP for Computers received a critical update. To keep you up to date, restart your computer". The message remains despite me restarting the computer a few times.

Resolution:

If restarting your device does not fix the issue, you can proceed to follow the workarounds below to try to fix this:

1. Run the FSAUA reset tool (available from https://www.f-secure.com/en/business/support-and-downloads/support-tools)
2. Reboot the computer
3. Right-click the F-Secure Elements Agent systray icon and click Check for updates

If this does not resolve the issue, proceed to reinstall WithSecure Elements Agent. If the issue persists after reinstallation of the F-Secure Elements Agent, contact support. For us to investigate the issue further at our end, you need to provide debug logs.

Issue:

Will WithSecure products for Mac support Apple M1 chip processor?

Resolution:

Yes, WithSecure™ Elements EDR and EPP for Mac product support Apple Silicon with Element Agent 22.3.45064 and onwards.

More information in this community article:
https://community.withsecure.com/discussion/comment/129345/#Comment_129345

Issue:

WithSecure Elements Mobile Protection Network Protection Network Protection (Network Gateway) causes slowness or connectivity issues with certain applications, such as Google Play updates, Whatsapp and Teams messages.

Resolution:

Make sure you have battery optimization turned off for Elements Mobile Protection on the Android device. If battery optimizations are allowed to hibernate the Elements Mobile Protection application when the mobile screen is off (locked), data is not allowed to flow until the screen is unlocked. This results in such behavior as Teams / Whatsapp messages arriving and push notifications appearing after unlocking the screen.

For example on Samsung Android devices, you can disable battery optimizations just for the Elements Mobile Protection application by following these steps: 

1. Open the Settings application on the Android device
2. Go to Apps 
3. Click Elements Mobile Protection application from the list
4. Click Battery 
5. Choose the Unrestricted setting (Allow this app to use battery in the background without restrictions. This may reduce your battery life. 

After these steps, Elements Mobile Protection is no longer affected by battery optimization and the data should flow even then phone screen is locked. 

Disabling battery optimization differs greatly between Android device manufacturers. You can find instructions for different types of devices here: https://dontkillmyapp.com/

You can set specific apps to bypass the Network Protection, if for some reason their performance is affected by it. 

How to add trusted app exceptions in the Elements or Mobiles profile:

1. Log into the Elements Security Center: https://elements.withsecure.com
2. Open the Security configurations section from the menu on the left
3. Go to Profiles
4. Open the tab For Mobiles
5. Open the profile that is in use on the device
6. Under Network Protection go to the App exceptions section
7. Click on Add Application 
8. Complete the name and the package ID of the app
9. Click Save profile

To find the Android app name:

1. Go to the Google Play Store for Apps
2. Enter the app name in the Search box
3. Select the app that you are looking for
4. Check the URL for the Android app name and copy the name. You can find the app name in the link between "id=" and "&hl"

For example: https://play.google.com/store/apps/details?id=app.name.here&hl=en

How to locally on the device add apps bypassing VPN protection:

1. Open the Elements Mobile Protection application
2. Click Network protection
3. Click on the settings button in the top-right corner
4. Click App exceptions
5. Tick the box next to the application name
6. Click the backwards arrow

Issue:

I am receiving reports from Windows Security Center that "WithSecure Elements Agent is snoozed". Trying to activate the product through Windows Security Center brings up a dialog asking for admin rights to enable the software. When opening EPP directly, everything seems to be functioning normally.

Resolution:

This is a temporary state reported by Elements to the Windows Security Center while it is updating its core components.
These updates usually take 15-45 seconds to complete, after which EPP will report that it is returning to a fully active state.

We report the statuses to Windows Security Center, but we have no further control over how it chooses to display this information to the end users. There is always a possibility that a notification about the product being snoozed might remain visible to end users even after the product has returned to functioning normally and reported that state.

Issue:

WithSecure Elements EPP for Computers installation on a Windows 8 computer, fails with error "Check System Requirements, This version of Windows is not supported, please make sure you have the right operating system and service packs installed."

Resolution:

Only Microsoft Windows 7, 8.1 and 10 (all 32-bit and 64-bit editions) are supported for WithSecure Elements EPP for Computers installation. Proceed to upgrade your Microsoft Windows 8 operating system to version 8.1 before installing the F-Secure product.