Issue:

How to renew an WithSecure Elements Endpoint Protection and Business Suite subscription?

• Elements EPP for Computers
• Elements EPP for Servers
• Elements EDR for Computers
• Elements EDR for Servers
• Elements EPP for Mobiles (Mobile Protection)
• Client Security
• Server Security
• Atlant
• Elements Vulnerability Management

Resolution:

If you are an end-customer and have a question related to corporate product renewal, modification or cancellation, contact your WithSecure reseller. An WithSecure reseller partner can renew, modify and cancel Elements subscriptions. 

If you are a reseller partner and you need sales-related help, you can be in touch with your WithSecure Sales contact. In the event you are unable to reach them, you can email WithSecure Order Services directly or submit a support request through the Partner Portal.

If you want to change WithSecure partners, you can find a new partner using this list: 
https://www.withsecure.com/en/partners/find-a-partner

Issue:

I as an WithSecure Solution provider (SOP) do not know where or how to upload my company logo for my WithSecure Elements customers. I want to have my company logo visible on the Elements Endpoint Protection portal and on the Elements Agent. 

Resolution:

You can customize the WithSecure Elements portal with your logo and support link.

To customize the management portal:

1. Log in to the Elements portal: https://elements.withsecure.com
2. Under Management, select Organization Settings from the sidebar
3. Select the Endpoint Protection Accounts tab
4. Select the triple dots icon, and then select Customize portal
5. In the Support URL field, enter the URL of your support site

Note: The link that you provide replaces the default WithSecure support link

6. Upload your logo by dragging and dropping it to the Portal and summary report logo box

Note: Your logo must be in the .png format. The required dimensions of the logo are 60 x 60 pixels.

7. Save your changes

Once customized, the portal shows your logo at the bottom left corner. Visit this guide pages for more information:

Customize own company logo on Elements Endpoint Protection portal
https://www.withsecure.com/userguides/product.html#business/psb-portal/latest/en/task_8F3AAD71B68E4CF69FD5470CD301D281-psb-portal-latest-en

Customize WithSecure Elements Agent logo
https://www.withsecure.com/userguides/product.html#business/psb-portal/latest/en/task_A4FF2737811E43418774A4656B0DC1B7-psb-portal-latest-en

Issue:

How to enable or disable Tamper Protection feature for Elements Endpoint Protection?

Resolution:

How to enable or disable Tamper Protection completely: 

1. Log in to the Elements Security Center Portal 
2. Go to the Security Configurations on the left menu
3. Go to the Profiles page
4. Click on the profile you want to edit
5. Go to the Scanning settings page
6. Scroll down to the Tamper protection section
7. Enable or disable "Turn on Tamper Protection"
8. Click Save profile

Tamper Protection (resource protection) can also be temporarily disabled for one device by using an operation:

1. Log in to the Elements Security Center portal
2. Go to the Environment on the left menu
3. Go to the Devices page
4. Select the device (a menu will appear) 
5. Click Turn off security features 
6. Select Turn off resource protection
7. Select the time 
8. Click Turn off

Issue:

How to install Elements Mobile Protection to Android or Apple iOS mobile devices from the Elements Endpoint Protection portal? 
 

Resolution:

Follow the steps below to send Elements Mobile Protection installation email to Android or Apple iOS devices:

1. Log in to the Elements Security Center:  WithSecure™ Elements Security Center 
2. Expand the Environment category
3. Go to the Devices page
4. Select  the Mobile Devices tab
5. Click on the three dots and select Add new device
6. Select the Mobile Protection license key and click Next
7. Enter the user's details and click Send

User will receive an installation email with the instructions how to install the app. The email contains a link for installing the app and a link to activate the license. 

Note: Already sent invitations can be viewed by clicking the three dots on the Devices page and then selecting Manage device invitations. You can view both pending and expired invitations. 

Note also: Email invitation is for one time use and will expire. If for a some reason a Mobile Protection installation does not work via an email invitation link at first time the user has to sent a new invitation email.

Once the administrator has sent the email to the user, the user can follow these steps:

1. Open the installation email
2. Depending on which device you have, select the link next to Android or iOS. You are redirected to either Google Play Store or AppStore where you can download and install the app
3. After you have installed the app on your device, go back to the installation email and depending on your device, select either Activate for Android or Activate for iOS to activate the subscription. The Elements Mobile Protection app will open
   • Note: The activation link, username and password are valid for 29 days.
   • Note: If, for some reason, you do not manage to activate the license using the activation link, log in to the app using the username and password that are provided in the email.
4. When asked, select Allow to give the app the required permissions
   • Note: For Android devices, the app needs permission to access your photos, media, and files to be able to scan for harmful items. For iOS devices, the app needs permission to notify you about important events.

For installation using Mobile Device Management (MDM), follow the MDM deployment manual:https://support.withsecure.com/userguides/product.html#business/fsemp/latest/en/concept_7E61856C00894A1B883466AFFD11D635-latest-en

The manual includes instructions for:

• Google Workspace MDM
• VMware Workspace ONE MDM
• Microsoft Intune MDM
• MaaS360 MDM
• Ivanti Endpoint Management
• Miradore MDM
• Samsung Knox

The activation link required in MDM installation can be found by following these steps:

1. Log in to the Elements Security Center: https://elements.withsecure.com
2. Navigate to the Management > Subscriptions page
3. Click on the three dots on the right side of the Mobile Protection subscription key
4. Select MDM Server configuration

Miradore MDM installation instructions in video format can be found on our Youtube channel: https://www.youtube.com/watch?v=MRDZulj83t0

Issue:

How to transfer, move or change a customer company from old reseller partner to a new reseller partner? 

Resolution:

If you are a reseller partner, you can open a ticket to the WithSecure Order Services team using the WithSecure Partner Portal to have the end-customer moved. 

How to open a ticket: 

1. Log in to the Partner Portal 
2. Navigate to Support > Create Support Request
3. Click Create Request 
4. Select case type: Order And Invoice Assistance

The ticket should contain the following details:

• The customer company name, or the end user whose subscriptions are being moved to the new reseller
• Name of the old reseller partner from which the customer company will be moved from
• Name of the new reseller partner to which the customer company will be moved to
• Contact email of the end customer who our Order Services can contact to confirm the transfer

Note: When Elements Endpoint Protection end-customer company is moved between partners, only the profiles owned by the end customer are moved with the company to the new reseller partner. Profiles created by the previous reseller partner on the Solution Provider (SOP) or Service Provider (SEP) levels will not carry over after the move. 

We recommend the end customer to clone the profiles owned by the previous partner, so that they will have copies that they themselves own. You can check the owner of the profile by checking the Owner column in the Profiles page in the Elements Endpoint Protection portal. To clone a profile, click on the three dots on the right side of the profile and select Clone profile. Once the profiles have been cloned, go to the Environment > Devices page and assign the new profile to the devices. 

Issue:

How to enable debug logging for Elements Agent for Mac?

Resolution:

1. Click the WithSecure icon in the top-right corner 
2. Click on the hamburger menu in the Elements Agent user interface and select Preferences 
3. Go to the Support tab in preferences
4. Click Enable debug logging 
5. Open System settings from the dock
6. Search for Profiles with the search functionality and select it from the search results 
7. Double-click on the WithSecure products debug logging profile that has been downloaded
8. Click Install 
9. Click Install again
10. Enter your admin credentials and click OK

Once this is done debug logging will remain active for 14 days or until the user manually removed the profile from the Profiles preference pane in System Preferences. The debug logging profile may have a performance impact as the product will store a lot more logs to disk.

Issue:

How to create or generate a WSDIAG diagnostics file on a Windows computer?

Resolution:

Follow the steps below to generate a WSDIAG report.

1. Click on the Windows Start button
2. In the list of apps, click on WithSecure
3. Click on  WithSecure Support tools
4. Click Run diagnostics
5. Once completed, it generates a file called wsdiag.7z on your desktop
6. Attach the file to the WithSecure support email.

If the built-in support tool fails, download the standalone wsdiag tool. Follow the steps below:

1. Download the standalone wsdiag support tool from: https://download.withsecure.com/support/tools/fsdiag/wsdiag_standalone.exe
2. Double-click and run the wsdiag_standalone.exe file
3. Click Run diagnostics. The tool starts to gather diagnostic information
4. Once completed, it generates a file called wsdiag.7z on your desktop
5. Attach the file to your email reply to WithSecure support. 

Note: If the file size of your WSDIAG file is larger than 10MB it is too large to send by email, you can use our SendSafely Dropzone.
 

Issue:

How to disable or turn off protection for a specific / certain / single mailbox for Elements Collaboration Protection?

Resolution:

You can remove mailboxes from being protected by following these steps: 

1. Login to the Elements Collaboration Protection portal
2. Select Cloud services on the sidebar
3. Select Configure protection in the row of the new connection in the Exchange column
4. In the page that opens you should first select Customize protection for mailboxes as this allows you to choose which mailboxes should be protected
5. After this you can simply go through the list of mailboxes and choose the mailboxes you wish to make changes to and choose Turn off protection

Issue:

How to enable automatic installation of Software Updater security updates in the Elements Security Center Portal for Eleemnts Agent devices (EPP for Computers or EPP for Servers)?

Resolution:

1. Log in to the Elements Security Center Portal
2. Navigate to the Security configurations > Profiles page
3. Select the profile you want to edit
4. Go to the Software updater settings page
5. Make sure the Software updater feature is enabled
6. Go to the Automated tasks settings page
7. Enable Automated tasks 
8. Click Add task
9. Select one of the following from the Type drop-down menu:
   • Install critical security updates
   • Install critical and important security updates
   • Install all security updates
   • Install all updates
10. Select the installation time from the Schedule (view the rights side for CRON expressions help guide)
11. Click Save profile

Note: This setting only applies to security updates. Windows feature updates cannot be installed automatically.

Issue:

After installation of the new Browsing Protection by WithSecure browser add-on / extension, how to make sure that the old Browsing Protection by F-Secure extension is removed from the browsers, so that it doesn't create a pop-up notification for the user to enable the extension?

Resolution:

For Firefox, you may try the below settings to block or uninstall the old Browsing Protection by F-Secure extension ID:

1. Enable the policy "Extensions to uninstall", click on "Show…" and enter the value:
   • ols@f-secure.com
2. Enable the policy "Extensions to install", click on "Show…" and replace the value:
   • https://download.sp.f-secure.com/online-safety/fs_firefox_https.xpi with https://download.withsecure.com/online-safety/ws_firefox_https.xpi
3. Enable the policy "Prevent extensions from being disabled or removed", click on "Show…" and replace the value:
   • ols@f-secure.com with ols_main@withsecure.com

In case InTune has been used to force install and enable browser extension 

If you are using Intune to configure extensions, you need to remove the Browsing Protection by F-Secure extension from the policies, which should be the reverse to how you added them.

• Allow specific extensions to be installed – By default, all extensions are allowed. However, if you block all extensions by setting the ‘ExtensionInstallBlockList’ policy to “*” users can only install extensions defined in this policy.
• Control which extensions cannot be installed – List specific extensions that users are unable to install in Microsoft Edge. When you deploy this policy, any extensions on this list that were previously installed are disabled, and the user is unable to enable them.
• If you remove an item from the list of blocked extensions, that extension is automatically re-enabled anywhere it was previously installed. Use “*” to block all extensions that aren’t explicitly listed in the allow list. If you don’t configure this policy, users can install any extension in Microsoft Edge.