Issue:

When installing Elements Agent (Elements EPP for Computers and Servers) via Intune with an older .MSI package the installation fails with error "MSI package is obsolete", how should the threshold parameter be specified?

Resolution:

The ElementsAgentOfflineInstaller.msi becomes obsolete after 270 days (9 months) and it shouldn't be used after that. Please download a newer version of the Elements Agent offline installer from the Elements Security Center portal's Management > Downloads page.

Issue:

What determines the automatically given name for a device in the Elements Security Center?

Resolution:

The name for a device that appears on the Elements Security Center portal's Environment > Devices page is automatically taken from the device's host name if it is a Windows or Linux device. 

For Android and Apple iOS mobile devices the name of the device is the Last name + First name that were configured when the email invitation was sent. 

Issue:

A website is listed under the wrong or inaccurate Browsing Protection – Web Content Control category. How to request to switch to the correct category. 

Resolution:

If you found that a website (URL) has been wrongly categorized for Web Content Control, you can open a Sample Validation request through the Elements Security Center portal's Requests page. 

Here are the steps for submitting a URL sample: Submitting a URL sample | Welcome to WithSecure Elements | Latest | WithSecure User Guides 

Issue:

How do I check my WithSecure Elements license / subscription expiration date? 

Products:

• Elements Endpoint Protection (Elements EPP for Computers and Servers)
• Elements Endpoint Detection and Response (Elements EDR for Computers and Servers)
• Elements Exposure Management 
• Elements Mobile Protection (Elements EPP for Mobiles) 
• Elements Identity Security for Entra ID 

Resolution:

Issue:

After deleting a device from the Elements Security Center portal's Environment > Devices page with the Remove device feature, the device reappears / returns on the Devices page after a browser webpage refresh. Unable to remove device. 

Resolution:

If the Elements Agent is still installed on the device and the device is still connected to the Elements portal, the device will automatically reconnect to the portal and take a license into use unless you select "Block device from returning" when removing the device.

If Elements Agent is not installed on the device and it still reappears in the Elements portal after removing it, wait for a two hours after trying to perform the device removal and then check the Devices list again to see if the device has disappeared.

If the device is still visible in the Devices list after two hours, open a support request so that we can investigate the issue in our back-end. 

Issue:

Since installing WithSecure Elements EPP for Computers on our Windows devices, users are unable to view some YouTube videos and Youtube videos embedded on websites. 

Error "This video is restricted. please check the google workspace administrator and/or the network administrator restrictions" is shown when user tries to watch Youtube video. 

Resolution:

This issue can be due to Browsing Protection by WithSecure setting "Enforce SafeSearch mode" being enabled in the Elements profile 

When "Enforce SafeSearch mode" is enabled, it also enables the "Restricted mode" for YouTube and the Restricted mode for YouTube is blocking the video according to their categories. 

To resolve this issue, proceed to follow the steps below to disable "Enforce SafeSearch mode" in the Elements profile:

1. Login to Elements portal: https://elements.withsecure.com
2. Navigate to Security Configurations > Profiles.
3. Choose the profile that is assigned to the affected devices
4. Click on the Browsing protection tab
5. Turn Enforce SafeSearch mode off in the Common settings section
6. Click Save profile

More information about "restricted mode" for Youtube can be found here.

Issue:

How to list only malware infection events on the Elements Security Center portal's Security Events page? is there a filter which we can use? 

Resolution:

On the Elements Security Center portal's Events > Security Events page there is a View drop-down menu in the top-right corner, which includes premade filters. You can select the Infections view to show only infection type security events (alerts). 

After selecting the view, you can add additional filters if you which. For example a "Time – Within – Last 30 days" filter.  

Issue:

When Elements Endpoint Protection is installed in a Citrix environment and Connection Control feature is enabled, the Connection Control is triggered for all users if one user enters a banking website. When Connection Control is triggered, all users on that Citrix server get green borders on their browser windows and are unable to access / load some websites. 

Resolution:

The Connection Control feature is not designed to be used in a Citrix server environment with multiple users. You should disable the Connection Control feature from the profile settings:

1. Log in to the Elements Security Center portal 
2. Navigate to Security configurations > Profiles 
3. Open the profile that is in use on the server
4. Go to the Browsing Protection settings page 
5. Scroll down to the connection control section
6. Disable Enable connection control
7. Click Save profile  

Issue:

When logging in to the Elements Security Center portal, I get the following error after entering the two-factor authentication (2FA / MFA) one-time code: "OTP code must have 6 numeric characters". 

Resolution:

If you have entered fewer or more than 6 characters, you might have viewed the wrong entry in your authenticator application. The name of the Elements instance in the authenticator app should be named "WithSecure" and it generates a 6-digit code by default.

You need to ensure that you have selected the correct instance in the authenticator app to generate the one-time code for Elements login.

Issue:

Email reports are still sent from the Elements Security Center portal to recipients even after the all Elements subscriptions have expired for a customer.

How to disable the sending of these email reports and how to unsubscribe from the emails? 

Resolution:

An expired subscription key is automatically removed from the Elements Security Center portal after it has been expired for 120 days. Once an Elements company account has no subscription keys, it will be automatically deleted from the Elements portal. During that 120 days you can still receive reports from the Elements portal if you have had email reporting enabled and you haven't removed your recipient addresses or removed the configurations.

If you still receive email reports from the Elements Security Center, you can log in to the Elements portal to remove your email address from the recipients lists and you can also remove the automatic email reports. 

How to delete email and notification reports that are sent automatically:

1. Log in to the Elements Security Center portal
2. Navigate to the Reports > Email notification and report page
3. Click on the three dots on the right side of a report and click Delete

How to remove Endpoint Detection and Response alert email configuration:

1. Log in to the Elements Security Center portal
2. Navigate to the Management > Organization Settings > Detection and Response settings tab
3. Remove the email addresses from the Alert emails list

If you are unable to log in to the Elements Security Center portal, if you had a Partner Managed subscription, you can ask your partner to remove the email configurations.