Security application not found

KKa3

Hello.

After my F-secure total updated itself to version 19.6 browser extensions in Firefox and Edge stopped working. Extensions seem to have version 5.7.21.

I have re-installed extensions but still they do not work. What should I try next?

PawełP

Hello @KKa3

Thank you for providing additional information and for sending diagnostic data in a private message.

Our technicians are analyzing the data.

I will keep you updated on the progress of your case.

Best regards.

Pawel

PawełP

Hello @KKa3

We welcome you to our forum and thank you from your post.

To be able to help you we will need some additional data.

1. On what operating system did the problem occur?
2. Is the problem related to the Safe Browsing extension or to the password manager's auto-fill extension?
3. Does it display any message when you click on the extension icon?

Additionally, we will need diagnostic data from our product. For this purpose, I will send you instructions on how to download the diagnostic data on a private message.

Best regards.

Pawel

KKa3

Hello @PawełP

1. Windows 10 Pro
2. "Browsing Protection by F-Secure" is the name in Firefox extensions list so I'm guessing Safe Browsing extension
3. Message was:

"

Security application not found

Your application has been uninstalled or you do not have a compatible version. Install the latest version of the application and try again.

"

Image of message below. With Ms Edge's extensions message is similar.

KKa3

Some progress in this issue; my F-secure is updated to version 19.7 and now the Browser extension icon does not show the previously mentioned error message (example of current message below )

But when visiting bank web sites i still do not see that green frame or notification about banking protection being active.

Ukko

Hello,

Sorry for my comment.

Some progress in this issue; my F-secure is updated to version 19.7 and now the Browser extension icon does not show the previously mentioned error message (example of current message below )

The original problem was never resolved (have the reasons been identified)?

But when visiting bank web sites i still do not see that green frame or notification about banking protection being active.

From this KB article (https://www.kb.f-secure.com/s/article/Windows-MacOS-Android-iOS-Testing-Browsing-and-Tracking-Protection-with-safe-URLs?language=en_US), could you try to visit testpage https://banking.fstesting.net and check if bank protection is activated?

if not, could you make sure that Banking Protection feature is enabled in F-Secure Total's Settings?

if enabled, could you make sure that the HTTPS certificates of the (any) bank's website you are visiting belong to it? Is there any possibility of using a proxy connection on a computer?

Thanks!

KKa3

Hello

Ukko, thank you for the tip. I think the original problem was not fully resolved; at least I still do not see those green frames around browser window. :(

I tried the suggested test site with Firefox browser and MS Edge (see picture below) .

Banking protection should be on but I still do not see that green frame or flyer telling about activated banking. Should I see them ?

Certificates for bank web sites seem to be fine (though I'm no expert) I'm pretty sure there is no proxy connection.

Ukko

Hello,

Thanks for your response!

Banking protection should be on but I still do not see that green frame or flyer telling about activated banking. Should I see them ?

Yes, you should see them. Brief flyer, minimized then to the center of the green frame. When Banking Protection is enabled, when the browser extension is configured, when a supported browser is used, when website is on HTTPS (secure connection; because visiting a banking website via http, for example, should not trigger banking protection).

At least.

However, you can check whether the banking protection session still works without displaying this frame. I don't know the easiest way to check this and to be sure after. Maybe you can try the following: make sure that the "Clear the clipboard after banking sessions" option is enabled in the F-Secure Total settings for the corresponding banking protection module (Banking safely online | Total | Latest | F-Secure User Guides). Then, try to save some text like CTRL+C or manually by selecting text>mouserightclick>copy; then visiting a banking website; then close browser; then try to paste text from clipboard by CTRL+V or manually by putting in 'textarea' via mouse-rightclick>paste. If nothing in there - well, at least, this options is triggered; If text is pasted - then… something is broken (and 'absence' of green frame is an indicator).

Anyway.

Unless F-Secure Support is still trying to find the source of the original problem (while partially correcting the situation in that the extension no longer reports “security app not found”, but is still somehow not quite connected to the installed application), could you check some things:

• Does the browser extension actually work? Do you see rating logos next to search results, for example in Google Search; if you go to https://suspicious.fstesting.net/ will the page be blocked or will it show a generic SSL/TLS/http403 problem?

Probably the displayed flyer and the functionality itself may also be related to some Windows settings (such as displaying notifications). This could also be browser settings, but you have two browsers with one problem - I don't think that the browsers were configured in any way to produce it. More likely something in the operating system.

I would recommend trying to look at the F-Secure logs yourself (what if there is some obvious description of not starting banking protection sessions), but if you already have an open ticket with support, it will probably be easier to do this by contacting them.

Originally, I would think that something is interfering with the connection (introducing some kind of interruptions); I thought about something like a proxy, or maybe if the ISP (or some software) replaces the certificates with their own as part of some functionality (sometimes this could be used). Something simpler like DNS servers and other things would probably be a known problem, since many users probably use this.

I'll try to play with the functionality today and see if I can repeat the same problem. And if official representatives of F-Secure do not contact you in the meantime, I will write about the results.

Thanks and sorry for the long reply.

PawełP

Hello @KKa3

Just today I received a response from the technical department. Well, analysis of the diagnostic data showed that Native messaging host can't connect. This is because the NifWeb service plugin failed to start. This indicates a problem during the program update. Therefore, updating to version 19.7 made the message no longer appear.

As for the lack of a green pop-up when opening the bank page, we would like to clarify the following:

1. Does the pop-up not appear only on the website of one bank, or is it also missing on the websites of other banks?

2. Does the problem affect both browsers (Firefox, Edge)?

3. Have you tried reinstalling F-Secure due to this problem?

We will wait to hear from you and take further action.

Best regards.

Pawel

KKa3

Hello @PawełP

Here are answers to your questions:

1. I tried 5 different bank web sites with Firefox and same 5 web sites with Edge. No sign of pop-up (or green frame) in any of these attempts
2. Yes, both Firefox and Edge
3. No, not yet

KKa3

Green frames are back!

My F-secure got all kinds of engine updates today and now banking protection seems to be working. Thank you, @PawełP and @Ukko for your help.