F-Secure: left hand doesn't know what the right hand is doing? (PSB remote FSDIAG confusion)
A few months ago it became possible to initiate FSDIAG remote diagnostic collection for F-Secure PSB protected endpoint computers, through the PSB webportal account. As the admin assigns the task, a long unique FSDIAG identifier is displayed in the portal.
I have since experienced several cases, where I contact F-Secure Virus Lab to inquire about this or that particular PSB endpoint computer, which seems to have suffered a complicated infection incident. The FSC virus lab responds by asking for an FSDIAG result and I tell them the unique ID (in fact the unique ID was part of my original submission).
Yet they respond they have no access to FSDIAG and want me to submit the TAR.GZ or ZIP package as attachment. But I have no access to the FSDAIG result, in fact the very reason centrally-remotely initiated FSDIAG capability was introduced to PSB system to make effective support possible.
Please quickly sort out why one branch of F-Secure doesn't know about or doesn't know how to use a feature developed by another F-Secure branch and fix the problem.
Thanks in advance, Yours Sincerely: Tamas Feher, Hungary.