Security Cloud is not connected

MT123
MT123 Posts: 3 New Member
in Home Security Beta Programs

When Security Cloud is not connected, the browser plug-in also fails to display the web page reputation, which can last for more than an hour. I don't speak English very well, so I used a translator to write this passage.

Like Awesome

Answers

  • Ukko
    Ukko Posts: 3,768 Superuser

    Hello,

    I would like to know if this about the beta solution (fs protection) or about current stable F-Secure Total.

    As such - if Security Cloud is not connected (as a real status), then mentioned things should not / can't work indeed.

    It turns out that your trouble is that the Security Cloud is in not connected state for real and this drags on for some hours. And this apparently happens quite often. If so, could you tell what is your device / OS - Windows, MacOS?

    Can you understand when this happens or why? Launch some program, for example. Or completely random and impossible to reproduce its "not connected" status?

    // If your experience is about beta (fs protection): it is advised to write an email to beta@f-secure.com (then they will be able to tell you how to create diagnostic files and transfer them for analysis).

    Thanks!

    2Like Awesome
  • MT123
    MT123 Posts: 3 New Member
    https://community.f-secure.com/en/discussion/comment/139479#Comment_139479

    thank you，win11，beta，random occurrence

    1Like Awesome
  • MT123
    MT123 Posts: 3 New Member
    https://community.f-secure.com/en/discussion/comment/139479#Comment_139479
    https://community.f-secure.com/en/discussion/comment/139479#Comment_139479

    I think maybe my country (china) has strict network control, but this didn't happen when I tried F-Secure Total, maybe it's because they use different servers? Usually this can be solved by restarting the computer, but I can't always restart my computer.

    Like Awesome
  • Ukko
    Ukko Posts: 3,768 Superuser

    Hello,

    win11，beta，random occurrence

    I will recommend to make a 'ticket' by sending an email to beta@f-secure.com (https://www.f-secure.com/en/fs-protection). Since it will be easiest to study logs and other information. Because without them, it's just guesswork. You can create fsdiag when / at the time of trouble (instruction for stable version, but situation is the same for beta: https://help.f-secure.com/product.html?home/total-windows/latest/en/task_440332E5EC0C44C8B02B8C2F40E21654-latest-en).

    I don't know whether the ability to send fsdiag is universal for large files, but if you have it in a small size, you can simply attach it to a letter (without bothering with further instructions from initial response).

    maybe it's because they use different servers? Usually this can be solved by restarting the computer, but I can't always restart my computer.

    I could also say that the current beta doesn't seem to use the "Connected" / "Not Connected" wording. Could you check which version you currently have installed (rightclick tray logo of fs protection; 'About' in the menu). For example, the latest is 19.9 beta 4

    Maybe your experience is still about latest available 19.8 and updating to 19.9 is somehow prevented. And then such a problem could simply be on the side of F-Secure (I mean, if Security Cloud is partially malfunctioned in 19.8 beta).

    I think that in cases of network control - Security Cloud would always be unavailable and not randomly. It looks more like something is blocking access to the Security Cloud domain being used, so to speak, more programmatically. Like proxy or something.

    Perhaps, if your fs protection installation is with a Privacy VPN (VPN) module, then you can try to connect and see what happens to the Security Cloud status (there is a 'cache' - so it may not change immediately). And the most important thing is whether the ranking of websites is visible and whether known threats are blocked.

    You can also try to test your Browsing Protection state by 'safe' URLs from there:

    Just to know if the product works, generally speaking.

    // The main thing is that if the status is expressed in the absence of functionality (no rating of websites - more precisely, it is marked as "unrated/unknown"; known harmful websites are not blocked, and so on), then this is a more serious problem. If a reboot helps, then... obviously some strange things are introduced into the network connection state before the restart.

    If it’s just "text" and everything works, then this was discussed a little here: community.f-secure.com/en/discussion/128968/security-cloud-not-connected

    // WithSecure (previously known as F-Secure for business/enterprise solutions) has some instructions how to troubleshoot/check situation with its Security Cloud (one example / second example), but I do not known sure way to do so with F-Secure / fs protection. With its current fs protection 19.9 - I do not recall my experience with 'not connected' or 'unsuccessful' attempt to ask Security Cloud without obvious reasons (like no network connection in system and such things), so, can't think of something yet.

    Thanks!

    Like Awesome
Feedback on New Design

Categories