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Advisor
descot
Posts: 15
Registered: ‎15-11-2012
Accepted Solution

F-Secure and Internet Explorer 11 incompatibility

Installed Windows 8.1 today and found out that F-Secure Online Safety add-on is not fully compatible with IE 11.  Had a couple of technicians look at it over remote computer connection. IE flagged up that the F-Secure add-on was not compatible. Reinstallation of the browser add-ons through F-Secure settings did not work. After a long time, the technician disabled the 'Enhanced Protection Mode' in Internet Explorer advanced settings (without asking me) and this solved the problem - the add-on could be enabled as normal.

I was not happy about this solution - especially deactivating an inbuilt security feature in order to favour F-Secure. I was told that a fix will be coming around in January 2014 and that the issue was being escalated.

I have decided to reenable the Enhanced Protection Mode in IE 11. The add-on from F-Secure still seems to function but it is flagged as incompatible. It seems to work fine with Chrome and Opera.

I would have hoped, however, that such an obvious bug wouldbe fixed well before next year.

Anyway, posting this incase anyone else comes up against the same problem - might save a lot of time.

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Advisor
pcah4
Posts: 21
Registered: ‎26-11-2012

Re: F-Secure and Internet Explorer 11 incompatibility

Yes i got the same problem and i had to double click the taskbar icon to open F-Secure.

After the debacle of doing away with the firewall and now now these petty but annoying bugs i have had no option but to throw away 13 months subscription and go to another vendor.....which is compatible with 8.1 and IE.

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Advisor
descot
Posts: 15
Registered: ‎15-11-2012

Re: F-Secure and Internet Explorer 11 incompatibility

I wish you luck. Let me know if you find one that is fully compatible. I recently bought a 2 years F-Secure extension so I might stick it out unless there are genuine security concerns.

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F-Secure Product Expert
Jayson
Posts: 579
Registered: ‎30-05-2011

Re: F-Secure and Internet Explorer 11 incompatibility

[ Edited ]

Hello,

We are aware of the problem with the recent release of Internet Explorer 11 and Online Safety Plugin in F-Secure Internet Security and SafeAnywhere PC. Our development team is currently working on a resolution, which will be made available soon.

 

When the resolution is available, it will be automatically downloaded to your product, and no action will be required on your behalf. Meanwhile you can temporary work-around the issue by using other supported web browsers.

 

Apologies for any inconvenience caused.

 

Best Regards,
Jayson

"A person who never made a mistake never tried anything new" -Albert Einstein

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F-Secure Product Expert
Jayson
Posts: 579
Registered: ‎30-05-2011

Re: F-Secure and Internet Explorer 11 incompatibility

[ Edited ]

Hi descot,

 

Yes, disabling the "Enhanced Protection Mode" is definately not a solution nor acceptable workaround as this will lower the overall security level of the program. It is not recommended to do this, the action performed by the Support Engineer on your computer should be as part of the troubleshooting steps to identify the cause of the issue.

 

Mod: Comment corrected.

Best Regards,
Jayson

"A person who never made a mistake never tried anything new" -Albert Einstein

Has somebody helped you? Say thanks by giving kudos. Has your issue been solved? Mark the post using "Accept As Solution" button to let others know.
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Advisor
descot
Posts: 15
Registered: ‎15-11-2012

Re: F-Secure and Internet Explorer 11 incompatibility

Hello, I am happy to hear there will be a fix. The engineers were nice people and I do not want to cause problems for them, but the disabling of enhanced protection mode was presented as a workaround to me (you can look at the chat log). It was only when I protested at what had been done that a rethink took place. 

I did not want to bring this up but you present it as simply a troubleshooting step, which it was not. 

Having remote access to someone's computer should be treated as a very sensitive matter, especially for a security firm! 

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F-Secure Product Expert
AndyY
Posts: 41
Registered: ‎04-09-2013

Re: F-Secure and Internet Explorer 11 incompatibility

[ Edited ]

Hi descot,

 

We do understand that some users might have security concerns with remote access. However, remote access is just an option provided to users to troubleshoot and identify the issue quickly. If the users do not feel comfortable with the remote access, they can rejecct the remote session and we can try other troubleshooting steps.

 

Thanks.
Best Regards,
Andy Yoon

 

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Honored Contributor
Simon
Posts: 1,023
Registered: ‎20-08-2011

Re: F-Secure and Internet Explorer 11 incompatibility

[ Edited ]

Hi Guys,

 

I don't want to poke my nose in where it's not wanted, but I feel I have to comment on my interpretation of the response this user has received from the F-Secure support team. 

 

Taking Descot's interpretation of events as they read here, we have an F-Secure technician (albeit seemingly as a last resort) disabling in-built security on a user's machine, by remote assistance, in order to make F-Secure work, and telling them, effectively, that the issue will not be fixed until January 2014.  To me, this is totally wrong, especially if, as it seems, the technician didn't make it clear to the user that this was a 'test workaroud', and not a solution that should remain in place on  the machine.

 

Subsequently, Jayson posts that the solution wasn't a solution, and that the original IE security should be re-applied, as the machine could be compromised.  So, bluntly, if I understand events correctly, it appears that an F-Secure technician, authorised to use Remote Assistance on a user's machine, left the machine with compromised security, and the user believing that this was intended as a semi-permanent solution to the incompatibility issue with IE.  If this version of events is correct, with respect to all parties, this isn't what I would call an acceptable outcome.

 

Later in the thread, a suggestion is made to use another browser until the problem is fixed, and it is further suggested that if a user doesn't trust Remote Assistance, then they shouldn't use it.  This is not what I have come to expect of the usually excellent support from the F-Secure team, and leaves me rather disappointed on behalf of this user.  Surely, FS should have tested compatibility with Windows 8.1 before it was released?

 

I do stress, this is my own interpretation of the way this thread reads.  I would be happy to be corrected of any inaccuracies,

 

Best regards,

 

Simon.

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Honored Contributor
Blackcat
Posts: 491
Registered: ‎28-03-2013

Re: F-Secure and Internet Explorer 11 incompatibility

[ Edited ]

Since Internet Explorer 11 ships with Windows 8.1 and F-Secure states on their main web pages that F-Secure is compatible with Windows 8.1, this implies no incompatibility with the new browser. 

Capture.GIF

 

 

Capture 2.GIF

 

IMHO, this information misleads users upgrading to the new OS upgrade.

 

And then to actually suggest to switch off the enhanced mode of IE beggars belief, as the way it sandboxes IE is more important to computer defenses than F-Secure's online safety add on. And most average users will not switch browsers.

 

Maybe F-Secure can add to their main web pages about FULL compatibility with Windows 8.1 and IE 11/or make a sticky here.

 

Overall, they also need to ensure that ALL layers of their support are reading from the same support book!!!!

 

Rusli raised compatibility with Windows 8.1, 3 months ago and was assured that F-Secure would be ready; http://community.f-secure.com/t5/Home-Security/F-Secure-2014-IS-must-be-tested/td-p/28386

 

Simon makes some good points in his post which I hope F-Secure responds to.

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Frequent Visitor
grumpy
Posts: 1
Registered: ‎19-10-2013

Re: F-Secure and Internet Explorer 11 incompatibility

Disabling Enhanced Protected Mode under Internet Settings > Advanced clears the incompatabilty status.

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Accepted Solution [ by descot ]

F-Secure Online Safety in Internet Explorer 11 is now showing up as compatible. Well done to the the fixers.