Issue:

We have in our Elements profile for Elements Endpoint Protection for Server / Computers set the File scanning action as "Ask after scan", but files are still quarantined automatically when they scanned. Why are files still quarantined?

Resolution:

There are many reasons why the files could still get quarantined. First we recommend to go to the Security Events page in the Elements Security Center portal to check the detection for the quarantine event. From the detection you can check if the file in question was a malware, riskware or spyware. 

If the file has been detected as either riskware or spyware, they have separate actions available on the real-time scanning settings page in the profile:

1. Log in to the Elements Security Center portal
2. Navigate to the Security Configurations > Profiles page
3. Click on the profile that is in use on the device
4. Go to the Real-time scanning settings page
5. Scroll down to the File scanning section
6. Check the following actions that they are set as Ask after scan:
   1. Action on riskware
   2. Action on spyware
7. Click Save profile

Scheduled scans are considered manual scans, so if the file was quarantined during a scheduled or manual scan, you need to check the Manual scanning settings for the Action on infection. 

1. Log in to the Elements Security Center portal
2. Navigate to the Security Configurations > Profiles page
3. Click on the profile that is in use on the device
4. Go to the Manual scanning settings page
5. Scroll down to the Manual scanning section
6. Make sure that the Action on infection is set as Ask after scan
7. Click Save profile

We also recommend to check in the profile on the End user rights page that all the settings are locked. If settings are left unlocked, a local user could have changed the settings locally. 

Issue:

What exactly does the Mobile Protection Metered network scanning setting do? Does it somehow limit scanning when it's off?

Resolution:

The metered network scanning setting turns on the Metered Network Scan to allow the Elements Mobile Protection app to scan your device even when connected to a metered network. If the option is turned off scanning can only be performed on a non-metered networks = WiFi or tethered networks, so user will not use data from its paid internet data plan.

Note: A metered network connection has a limit on how much data can be used. Exceeding this limit may incur extra costs.
Note: This is for Android only.

Issue:

Emails sent from Elements Security Center / Elements portal from no-reply@withsecure.com or other withsecure.com addresses do not arrive to recipient Microsoft Office 365 users

Example actions where email does not arrive to recipient users and are quarantined:

• Password reset email does not arrive 
• When sending the Elements Mobile Protection / Elements Endpoint Protection device invitation emails from the Endpoint Protection portal with the Add new device feature, the invitation / welcome / installation emails do not arrive to the recipient user.
• Endpoint Protection Automatic AV infection alert emails sent from Security Events page do not arrive
• Endpoint Protection Monthly / Weekly Scheduled reports do not arrive
• After using Create new administrator to add user, the user does not receive the welcome email 

Resolution:

If user did not receive the welcome email, try the following:

• Check the spam folder and if you have any rules to move mail to subfolders in Outlook. If you are using Microsoft Office 365, ask the administrator to check the quarantine. 
• Make that the user has an Elements user account. Another administrator can check if the user's email address is listed on the Elements portal's Management > Organization Settings > Security administrators page. If you have a partner managed subscription, a partner can also check.
• If other users are receiving the emails in the same domain but issue affects only one or few users, try to delete the admin user from the Elements portal and then add user again. This can be done from the Management > Organization Settings > Security Administrators page 

Issue:

Malware protection status for a device is shown as "Not applicable" on the Elements Security Center portal's Environment > Devices page. 

Why is it showing such status? 

Resolution:

The status "Not Applicable" indicates that the subscription or client application does not support malware protection.

If the subscription used for the device is stand-alone "Elements Endpoint Detection and Response" or Elements Exposure Management, that product does not have malware protection functionality therefore it will show the status as "Not applicable".

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