Issue:

Why is the Software Updater status missing for Elements Agents on Mac in the Elements EPP portal?
Why is the Software Updater status doesn't working for Elements Agents on Mac?

Resolution:

The Software Updates status is displayed in the Elements EPP portal only if the 'Scan for missing Software Updates' operation has been executed. If the Software Updater does not perform the check for updates via the Elements EPP portal, there will be no information to report.

In this case, it is most likely that the scanning was not yet performed on the device(s).

You can manually trigger the scanning by creating an Automated Task in the Elements Security portal. Follow the steps below to configure and run the scan:

Steps to Create an Automated Task:

1. Log in to the Elements Security Portal: Navigate to the portal and access the Security Configuration settings.

2. Select the Security Configuration Profile:

   • Go to Security Configuration > Profile.

   • Click on the Mac tab.

   • Select the profile (e.g., text_Mac) that you want to update.

3. Enable Automated Tasks:

   • In the left-hand pane, select Automated Task.

   • Turn on the feature if it is not already enabled.

4. Configure the Scan Task:

   • Set the task type to Scan for missing Software Updates.

   • Define the schedule for the scan using a CRON expression. (Refer to the help icon next to "The list of automated task" for CRON syntax guidance.)

5. Save and Publish:

   • Click Save to confirm the changes.

   • Publish the profile to apply the new settings to the devices.

6. Monitor the Status:

   • Once the task is configured and executed, monitor the Elements EPP portal to check if the Software Updates status is now displayed.

Additional Notes: Ensure that the device(s) in question are connected to the internet and synchronized with the Elements EPP portal to successfully receive and execute the automated task.

Issue:

Why is the Password for uninstallation shown as an asterisk in the EPP for Computers and EPP for Servers profiles? How can an administrator view the password for uninstallation for devices which have Elements Agent installed? 

Resolution:

The F-Secure Elements Endpoint Protection Portal does not store the uninstallation password in cleartext for security reasons. This is so that the password cannot be viewed by anyone, even by F-Secure. If the administrator has forgotten the uninstallation password, they can create a new one. 

Issue:

When trying to create a company account in the Elements Endpoint Protection portal, there is an error "Invalid subscription key."
 

Resolution:

There are multiple situations that can cause this error message:

• You are using the incorrect subscription key (there can be a typo).
• You are using the subscription key in the incorrect Elements Endpoint Protection portal. Please check your license certificate for the correct portal address.
• Subscription key has already been added to your Elements Endpoint Protection company account. Please do a password reset to try to login to your account. 
• You have a Partner Managed subscription and you do not need to create a company account since one has already been created for you automatically. Only Company Managed subscriptions require you to manually create your company account.  Contact your reseller partner if you want to have your own administrator account for your company account. You can view your license certificate to see if your subscription is Partner Managed or Company Managed

Issue:

Why is the Browsing protection browser extension or add-on still named "Browsing protection by F-Secure" for Elements Endpoint Protection products?

Resolution:

Issue:

WithSecure Elements EPP for Servers no longer has reboot / restart options for Software Updater, how can I reboot my server automatically after installing the updates?

Resolution:

The "Force restart" and "Restart after installation" options are no longer shown in the Software Updater profile tab under the EPP for Servers profiles because it no longer uses these options. Software Updater no longer forces a reboot on servers, giving more control for admins to schedule server maintenance. 

The Automated tasks feature has a Force restart if required task available. 
 

Issue:

What is the difference between Move to blocklist and Remove permanently after clicking Remove device on the Endpoint Protection portal devices page?

Resolution:

Move to blocklist: Moves the device to the blocklist. The license will be released and even if the Elements Agent (EPP for Computers or EPP for Servers) is still installed on a device, it will not be able to reconnect to the Elements Portal and reacquire a license. Devices moved to the blocklist can be restored from the Subscriptions page by clicking on the three dots and selecting Restore from blocklist.

Remove permanently: Removes the device permanently from the portal without it going to the blocklist. Since the device is not on the blocklist, if the installation is fully operational on the device, it will be able to reacquire the license. This feature can be used only on one device at a time and should only be used when reinstalling the Elements Agent on a device. 
 

Issue:

When trying to create an offline MSI installer for WithSecure Elements EPP for Computers or for Servers using the FSMSI tool, user receives error: "FsMsiTool is not recognized as an internal or external command."

Resolution:

You have to execute the FSMSI tool command from the directory where the tool is saved to or else you will get the error. Using the command prompt, navigate to the folder where you have saved the tool and then run the command mentioned in this help guide.

Issue:

Reseller partner has sold a subscription to a customer. However, when the reseller partner check in the Elements Security Center, they are unable to see / view the customer company or the subscription key / code under the reseller partner's solution provider/service partner account.

Resolution:

Make sure that you have logged in to the correct Elements user with the solution provider/service partner rights. If anyone else in your company has an  Elements user too, they can verify Elements user access level on the Management > Organization settings > Endpoint Protection Accounts page in the Endpoint Security Center. If you are the only Elements user, you may contact your WithSecure sales contact for assistance.

If you have logged in using the correct Elements user but are unable to see the customer company in the scope drop-down menu on your account, make sure that you have sold the Endpoint Protection product as Partner Managed and not Company Managed. If the product has been sold as Company Managed, neither the customer company nor the subscription will be shown in the reseller partner's account.

There is also a risk that something has gone wrong with the order itself. If the order provisioning fails it will be left pending a manual correction. These are done regularly and if this occurs, your order should become visible at the latest within the next business day (unless further information is required from you in which case you would be contacted). 

If you have accidentally purchased a Company Managed asset, and want to change it to be Partner Managed, or if you want to verify the state of your order, contact our Order Services team or your WithSecure Sales contact.

If you are unable to reach your WithSecure Sales contact, contact WithSecure Customer Care: https://www.withsecure.com/en/support/contact-support/email-support

Note: If customer has only Business Suite products, such as Client Security or Server Security, these products are not part of the Elements portfolio and therefore do not use the Elements Security Center.

Issue:

I am trying to uninstall WithSecure Elements Agent (EPP for Computers or Computer Protection for Mac) from my Windows or MacOS computer, but I get the error notification: 
"Uninstallation is not allowed, Settings do not allow local uninstallation. Contact your administrator."

Resolution:

This is due to the Elements Endpoint Protection profile setting that disallows a user from uninstalling the product locally. 

Please ask your Elements account administrator to change the following setting to allow local uninstallation:

1. Log in to the Elements Security Center Portal: https://elements.withsecure.com
2. Expand the Security Configurations category
3. Go to the Profiles page
4. Select the profile that is assigned to the computer 
5. Go to the General Settings page
6. Enable to Allow the user to uninstall the product 
7. Click Save profile

Now you can uninstall Elements Agent locally from the device.

Note: On Windows devices Tamper protection feature is enabled by default in the Elements profile. This will block wsuninstallationtool.exe from running. 

If the above fails on a Mac and the uninstallation is still not possible, try the following.
Remove the following file using the terminal command below and try the uninstallation again:

In case of build version 38681 and newer:

• sudo rm /Library/F-Secure/fsmac/sysconfig/.no_uninstall

In case of older build version than 38681:

• sudo rm /usr/local/f-secure/fsmac/sysconfig/.no_uninstall

Note: This will require root permissions, should only be used as a recovery measure and will no longer be available in future releases of PSB Computer Protection.

Issue:

* The message "Policy does not require the password" is seen next to the user properties under the device status in the Elements Security Center. What goes wrong with the user on the device in this case?
* The issue "Device at risk due to accounts for which password is not required" is showing up in the dashboard in the Elements Security Center. How can I get this fixed?

Resolution:

The message "Policy does not require the password" is showing up under the device status if the local user is not subject to the password policy regarding the length of password. We do not have the option to hide this issue in the portal without fixing this.

In this case, the local user can have a shorter password than it is required, or it may even have no password at all. You need to check and tweak the UserAccountControl attribute of the user to remove the flag "UF_PASSWD_NOTREQD" if it is found.

You may run the following command to validate the flag of the local user:

net user <username>

If password required flag is "NO" for the user, run the following command to fix it:

net user <username> /passwordreq:yes

We would recommend to get this fix soon as possible to avoid any password leak and other potential issues.