Problem with update Device Protection

Adam1995
Adam1995 Posts: 6 Explorer
edited June 2 in Device Protection

The device protection update has been hanging around for a few days. I have reinstalled the f secure program and there is still this problem. In windows settings the f secure program is not detected, only windows defender. Manual scanning with the program is also not possible, it appears that the engine update is in progress, please wait. Have you encountered it or know how to fix it? The problem has been occurring since the update to version 25.

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Answers

  • JOnes
    JOnes Posts: 1,016 Forum Guru

    You said you have reinstalled the F-Secure program,before reinstalling,did you uninstall it by using the uninstallation tool,the tool usually removes files which may conflict and cause problems

    https://www.f-secure.com/en/support/tools

    https://help.f-secure.com/#lang=en

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  • Adam1995
    Adam1995 Posts: 6 Explorer
    edited March 21

    Yes, I uninstall by standard uninstaller and install and i have the same problem.

    I uninstall by uninstaller special tool and install and i have the same problem.

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  • JOnes
    JOnes Posts: 1,016 Forum Guru

    OK,then you should run the support tool(FSDIAG) and wait for the admins to send you an PM message where to send it for analysis @Firmy & Co will take care of the rest.

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  • Firmy
    Firmy Posts: 2,261 Community Manager

    Hello @Adam1995

    Welcome to the F-Secure Community. Thank you for reporting this issue to us.

    Could you let us know which version of Windows you are using? Also, please ensure that all available Windows updates are installed on your device.

    Once the updates are installed, kindly restart your computer and check if the issue persists.

    I’ve sent you a private message—if the problem continues, please generate an fsdiag and send it over via the message.

    Thank you, and have a wonderful day.

    Firmy
    Community Manager | F-Secure Community
    🔐 Strengthening digital security through knowledge and collaboration
    🌐 Explore our User Guides | Knowledge Base for self-help resources
    💻 Empower yourself with Cybersecurity Insights and protect what matters

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  • Adam1995
    Adam1995 Posts: 6 Explorer

    I am using windows 10. the problem still exists, F-secure hangs in a loop on Device Protection module update. I sent the generated report.

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  • Jasodu
    Jasodu Posts: 2 Observer

    I'm having the same problem with my computer: The "Device Protection" update keeps downloading, even after reinstalling, and won't install. I noticed the problem after the disk space was full. Currently, F-Secure is filling up 1GB of the hard drive in 5 minutes due to this error! I would appreciate a quick solution to this problem!

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  • Molly1900
    Molly1900 Posts: 37 Explorer

    Same issue related to Acer 14" from year 2024 with Windows 11 Home Pre-installed , this issue was detected approx. two weeks ago were Device Protection is Loop installed every day.

    Log-files already sent to F-Secure from FSDIAG Tool and the mentioned procedure via F-Secure Uninstall does Not work !

    https://www.f-secure.com/en/support/tools

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  • Adam1995
    Adam1995 Posts: 6 Explorer

    The few comments above show that the problem is global and related to F-secure software. When will you release a patch and how to fix the problem, because the advice you give does not work and contact through private messages has also stopped. We pay for licenses and the product does not work. @Firmy

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  • Molly1900
    Molly1900 Posts: 37 Explorer

    Device Protection 1.0.2502.5119 [8.20.49.134/2025-03-28T14:18:38Z] still loop Install every day and today 2025-03-28 at 19:33 dvs Downloading manuellt !

    Now is 2025-03, kumulativ uppdatering för Windows 11 Version 23H2 för x64-baserade system (KB5053657) Downloading, let see what happens !?

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  • Molly1900
    Molly1900 Posts: 37 Explorer

    After Windows 11 Version 23H2 för x64-baserade system (KB5053657) Installed now 2025-03-28 the same result for F-Secure TOTAL = >

    Device Protection 1.0.2502.5119 [8.20.49.134/2025-03-28T14:18:38Z] still loop Install every day and today 2025-03-28 at 20:38 dvs Downloading manuellt !

    Going to check Norton Software

    https://www.elgiganten.se/brand/norton/norton-360

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  • Molly1900
    Molly1900 Posts: 37 Explorer

    Still the same problem 2023-03-30

    Device Protection 1.0.2502.5119 [8.20.49.154/2025-03-30T00:10:20Z] loop Install every day and today 2025-03-30 at 05:06 dvs Downloading manuellt.

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  • jenschu76
    jenschu76 Posts: 1 Observer

    got a solution. you have to temp. disable firewall. than it can update it. best regards

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  • Adam1995
    Adam1995 Posts: 6 Explorer

    I solved the problem by running CMD with administrator privileges in windows 10.

    1. Typing these commands:
    • ipconfig /release
    • ipconfig /renew
    • ipconfig /flushdns
    • ipconfig /registerdns
    • netsh firewall reset
    • netsh int ip reset
    • netsh winsock reset
    • net localgroup administrators localservice /add
    • net localgroup administrators networkservice /add
    1. reboot the system
    2. Uninstall F-secure
    3. Install F-secure (Disable the windows firewall while F-secure is installed)

    Device Protection update downloaded and installed and f-secure is finally working.

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  • KAndy1806
    KAndy1806 Posts: 4 Explorer

    I am facing same problem since updating to 25.2 March 27.
    Permanently Decice Protection pdate failed.
    Using Windows 11, 24H2.

    2nd laptop updating without any problems.

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  • Molly1900
    Molly1900 Posts: 37 Explorer

    Used Adam1995 Solution , however now Device Protection download Fail: Misslyckat (Faild) at 2025-03-31 ca 07:05 , then later Installed.

    1. Win 11 Defender Firewall Activated
    2. F-Secure TOTAL VPN Activated
    3. Changed DNS serverns-xxxxx to : Automatisk (DHCP)

    So something is still "fishy" with F-Secure TOTAL compare to one month ago !

    Going to De-activate Win 11 Defender Firewall and see what happens since Device Protection still loop Installerat (installed)

    FireFox:

    1. Förbättrat spårningsskydd = Strikt

    2. Aktivera DNS över HTTPS med = Maximalt skydd

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  • Molly1900
    Molly1900 Posts: 37 Explorer

    F-Secure TOTAL updated to version 25.3 via F-Secure OneClient (x64) 6.1.407 2025-03-31 at 12:13

    However, Device Protection 1.0.2502.5119 still loop Install !

    Should Adam1995 procedure be use also for F-Secure version 25.3 ?

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  • JOnes
    JOnes Posts: 1,016 Forum Guru
    edited March 31

    @Molly1900 & and other members suffering from this. I suggest you should run the support Tool from current "looping" installation(25.3) and send the fsdiag.zip file(not just log files)when you are asked with pm-message from F-secure admins.They will investigate your problem further and fix the "root cause" of the incident.It may last a while so patience is gold..

    Description of the new update process of device protection and time stamps on it also could be valuable in some point..

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  • Molly1900
    Molly1900 Posts: 37 Explorer

    Did un-install (FsUnistallationTool.exe) F-Secure TOTAL via F-Secure Tool , however Win 11 Regedit shows that Not all F-Secure SW, Software etc. is removed after Win 11 Restart.

    https://www.f-secure.com/en/support/tools

    1. Downloading F-Secure TOTAL and it did Not work , solution: un-Box Windows Defender Firewall → Blockera alla inkommande anslutningar

    https://my.f-secure.com/portal/welcome


    2. Install F-Secure 25.3 and Activate all functions e.g. VPN etc.

    3. Downloading F-Secure Manually , of course is Device Protection 1.02502.5119 still loop Installing 2025-03-31 at 17:15

    4. Running (FSDIAG) for Windows → fsdiag_standalone.exe

    5. Were to send (FSDIAG) for Windows ?

    Used this Web link !

    https://www.f-secure.com/en/support/submit-a-sample

    Seams F-Secure dose Not have Test Plant e.g. Win 10 and Win 11 Laptop etc. plus 4G and 5G smart mobiles like Samsung etc.

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  • JOnes
    JOnes Posts: 1,016 Forum Guru

    You should run the support tool from f-secure Total itself—>help and support—>start tool.

    image.png

    It creates a fsdiag.zip file on to windows desktop and then WAIT for PM-message from F-Secure admin and reply the message with the fsdiag.zip file attached. @Firmy , @Ville and colleagues will take of the rest…

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  • Molly1900
    Molly1900 Posts: 37 Explorer

    I sent Zip file via this function since @Firmy and @Ville must have left the Office or they Work from Home but left the "Office"

    https://www.f-secure.com/en/support/submit-a-sample

    F-Secure Support is strange since it's Not 24/7 the this Problem has existed for a Long Time Now ??

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  • JOnes
    JOnes Posts: 1,016 Forum Guru
    edited March 31

    F-Secure support is sometimes available 24/7 (english chat),Fsdiag files are investicated separately,your problem is probably installation and specia platform dependent and they also may need special os knowledge and dedication and those individuals are usually under heavy workload,so patience…

    https://www.f-secure.com/gb-en/support

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  • KAndy1806
    KAndy1806 Posts: 4 Explorer

    Hello,
    when will I receive private message to get the chance to send my fsdiag.zip file ?
    Only have the chance to do this outside F-Secure's office availabilty.
    Thank you in advance.

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  • TheBolt
    TheBolt Posts: 2 Observer

    Same issue just started today after the app updated the client to 6.1.407 about an hour ago. Opened ticket. Un/re install no fix.

    Aloha,

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  • Molly1900
    Molly1900 Posts: 37 Explorer

    Used mentioned Solution incl. DOS cmd 2025-04-05 ca 04:xx however F-Secure TOTAL 25.3 still loop Installing !


    1. Device Protection 1.0.2503.5246 , received 2025-04-05 04:35 = Installed (Installerat in Swedish)

    2. Manual Download again via "Kontrollera nu"

    3. Device Protection 1.0.2503.5246 , received 2025-04-05 04:39 = Installed (Installerat in Swedish)

    Next: de-Activate F-Secure TOTAL 25.3 and re-Activate ESET 30 Days Trial

    Activate All ESET 30 Days Trial Functions and Features

    https://home.eset.com/subscriptions

    Info: Samsung 4G smart mobile - Android 12 received New F-Secure Update yesterday 2025-04-04 , Version 25.3.9533786

    So something is "Fishy" with F-Secure TOTAL 25.3 for ASUS E510 Win 11 Home Laptop

    Stopped Download of Win 11 24H2 yesterday 2025-04-04 for Win 11 ASUS E510 since there are Problems (checking for Solutions from Microsoft etc , waiting for the moment) !

    https://learn.microsoft.com/en-us/windows/release-health/status-windows-11-24h2

    https://www.pcworld.com/article/2637954/windows-11-24h2-march-update-is-riddled-with-failures-and-crashes.html

    4. Device Protection 1.0.2503.5246 , received 2025-04-05 04:46 = Installed (Installerat in Swedish)

    Still loop Installing …

    https://www.nasa.gov/universe/more-than-meets-the-eye-delta-orionis-in-orions-belt/

    One Girl in Sweden has 3 st Moles in a row in Her Face like Orions Belt, mine is on one Arm (paying Attention to Details)

    Continue with ESET 30 Days Trial:

    1.F-Secure TOTAL = Logga Ut

    2. ESET = Activated

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  • Firmy
    Firmy Posts: 2,261 Community Manager

    Hello @Adam1995 @Molly1900 @KAndy1806 @Jasodu @TheBolt

    Thank you for reporting this issue. We are aware of the situation and have released a new version of the F-Secure app, version 25.3: [Windows] What's new in the F-Secure app. Please ensure that you have updated to the latest version and check if the issue has been resolved.

    If the problem persists, kindly let us know, and we will further investigate the matter. We look forward to hearing about the outcome.

    Thank you, and have a wonderful day.

    Firmy
    Community Manager | F-Secure Community
    🔐 Strengthening digital security through knowledge and collaboration
    🌐 Explore our User Guides | Knowledge Base for self-help resources
    💻 Empower yourself with Cybersecurity Insights and protect what matters

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  • rob_b
    rob_b Posts: 5 Explorer

    Hello @Firmy , I can confirm that the issue does still persist. For me that started since I updated from 25.2 to 25.3.

    Can you please (en-)force the analysis to make sure to develop ASAP a (hot-)fix or patch?

    Many thanks,

    br,

    Rob

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  • rob_b
    rob_b Posts: 5 Explorer

    Hello again @Firmy I see it may be related to pending Windows Patches or Hot-Fixes. I see the following are not yet installed:

    2025-04 Kumulatives Update für Windows 11 Version 24H2 für x64-basierte Systeme (KB5055523

    2025-04 .NET 8.0.15 Security Update for x64 Client (KB5056686)

    2025-04 Kumulatives Update für .NET Framework 3.5 und 4.8.1 für Windows 11, version 24H2 für x64 (KB5054979)

    Maybe this will solve the issue.

    br,

    Rob

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  • Molly1900
    Molly1900 Posts: 37 Explorer

    Now F-Secure TOTAL VPN is called: Unified Wintum within Win 11 Home Laptop functions

    F-Secure TOTAL VPN-protocol: Hydra - den snabbaste, säkraste anslutningen (in Swedish) so this looks New

    F-Secure TOTAL 25.3 still loop Install: Device Protection 1.0.2503.5246 , 2025-04-10 kl 03:17

    F-Secure TOTAL 25.3 still loop Install: Device Protection 1.0.2503.5246 , 2025-04-10 kl 03:19

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  • Molly1900
    Molly1900 Posts: 37 Explorer

    Win 11 Version 23H2 x64 KB5055528 Downloaded and Installed Ok for the moment at least.

    https://windows101tricks.com/windows-11-update-stuck/

    Result: F-Secure TOTAL 25.3 Device Protection 1.0. 2503.5246 still loop Install and FSDIAG Zip File (fsdiag.zip) is available, where to send or upload ?

    Today Tvättstugan - Landry at 06:00

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  • Firmy
    Firmy Posts: 2,261 Community Manager

    Hello @rob_b @Molly1900

    Thank you for your comment and clarification.

    We’d like to investigate this issue further to help resolve the problem as soon as possible.

    To assist with our investigation, we kindly ask you to generate a debug log and share the file with us. For your privacy and security, please do not post the file publicly on the forum. We’ve sent you a private message with instructions on how to upload the log file (fsdiag.zip).

    We appreciate your cooperation and look forward to your response.

    Thank you, and have a great day.

    Firmy
    Community Manager | F-Secure Community
    🔐 Strengthening digital security through knowledge and collaboration
    🌐 Explore our User Guides | Knowledge Base for self-help resources
    💻 Empower yourself with Cybersecurity Insights and protect what matters

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