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Support articles

Find clear, step-by-step solutions to common WithSecure issues across installation, configuration, updates, and product performance.

After installation of Elements Endpoint Protection Agent, protection is in malfunction state and unable to download malware definition updates

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Issue:

  • After installation, Elements Agent (EPP for Computers and EPP for Servers) is in Protection malfunction state
  • Status shows Computer is not protected
  • Check for updates page shows the product to be unable to download malware definition updates from the update server
  • Elements Agent does not communicate to Withsecure cloud environment. Withsecure Connectivity tool shows everything as "Green" and working.

Resolution:

First check the Updates page in the Elements Agent settings and check if it is the Ultralight Core (64-bit) installation which fails. If it is failing, make sure that you have the required Windows updates for Azure Code Signing (ACS) support: Changes in support on Microsoft Windows – Minimum patch level. – WithSecure Community

If you are pushing offline MSI through GPO every day, this can be a reason for failure, and uninstallation of Ultralight engine, leading to malfunction state.

If the product is unable to contact the update server, it will not be able to download any virus definition updates and will begin to show the protection malfunction error and ask the user to restart the computer. 

You can check the connectivity to the update server by clicking the view log file link in the product settings window > Updates.

If the connection to the update server fails, you need to ensure that your firewall or proxy is not blocking the connectivity. You can run the Connectivity Tool to check for connectivity issues: C:\Program Files (x86)\F-Secure\PSB\ui\wsconnectionchecker.exe

Just in case the product can reach the update server and download most of the updates but does not download only certain update(s) (for example, Capricorn update, etc.), we propose to remove the product using the uninstallation tool, and then re-install:

You can download the uninstallation tool here: https://download.sp.withsecure.com/uninstallationtool/WsUninstallationTool.exe