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.

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:

Why does the Eicar files were not detected by Elements for Microsoft 365/Collaboration Protection during file uploading to SharePoint?

Resolution:

Elements for Microsoft 365/Collaboration Protection starts protecting the SharePoint from the moment it gets connected and sites are protected. Thus, only the files uploaded after our product integration are protected and this is how the product currently behaves.If the old existing files are moved to a new SharePoint site, those files will be scanned and protected. We do not have control over old files which existed before the product integration.

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:

What is "suspicious hidden inbox rules" option on inbox rule scanning feature in Collaboration Protection.

Resolution:

Detect suspicious inbox rule where attacker tries to move content between hidden folders to remain undetected.
Attackers use these kinds of rules to manipulate the original mailbox user, remain undetected in the mailbox, and may simultaneously perform internal phishing campaigns using the compromised mailbox.

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.