Protection Service for Mobile (MSP) Portal shows that the Mobile Security license key has expired even though license has been renewed Mobile Security for Business application on the devices shows Error Update Service cannot verify your subscription
Proceed to contact F-Secure support and provide the Mobile Security subscription details so that the expiration date can be corrected at our end.
Article no: 000009054
The administrator creation page in the PSB-Portal gives responses "The login name is already taken" and "The email address is already in use" when trying to use information already used by a Partner Portal account. Is there anyway to use the same information for both accounts?
It is possible to have both accounts using the same login and email information. This however requires that the PSB admin account is created first, followed by the registration to the Partner Portal. If a Partner Portal account has already been registered and you want to use the same information for a PSB admin account, the F-Secure support team can help you with releasing the email so that it can be used to create a PSB admin account. If a user has had previous access to Partner portal, they will not need to re-register once the PSB admin account has been created. These user accounts will receive Partner Portal access automatically, while new users will have to separately register.
Article no: 000016807
Freedome is turning itself off at seemingly random intervals. When opening the application the protection status is set to OFF and the protection requires manual re-activation to turn it ON.
If Freedome shows the protection status as OFF when opening the application, and it is not automatically reconnecting, something has forced it to close its connection. This can be because of two reasons:
The connection has been closed by the user, for example via the notification area Multiple VPN-applications are installed and running on the device. The Android operating system is restricted to a single running VPN-connection at a time, and having several running might cause them to start competing for the same connection slot
Article no: 000017776
Unable to install PSB Computer or Server Protection due to .NET Framework 4.7.2 dependency. This affects multiple operating-systems, including Windows 7, 8 and Windows 10 and Windows Server. This can trigger the error: NET Framework of version 4.7.2 or greater is not installed - msi error 1603 during installation.
During the channel upgrade, the client requires .NET Framework 4.7.2 and installs it automatically if it is missing. This does not apply for the offline-installer, which assumes the depending .NET packages are installed. In the event that .NET Framework fails to install, does not automatically install or requires manual installation, proceed with the manual installation of .NET Framework. It is highly recommended to ensure Windows Updates are fully updated to ensure successful installation of .NET Framework 4.7.2. Some Windows updates include the .NET Framework 4.7.2 update (example: KB4054530, KB4054542 etc.) Note: Windows 10 versions before Windows 10 Anniversary Update (version 1607) do not support .NET Framework 4.7.2. For more information refer to links below
https://help.f-secure.com/product.html#business/computer-protection-windows/latest/en https://blogs.msdn.microsoft.com/astebner/2007/03/14/mailbag-what-version-of-the-net-framework-is-included-in-what-version-of-the-os/ https://en.wikipedia.org/wiki/Windows_10_version_history
Article no: 000010404
When trying to install F-Secure PSB Computer Protection on a Microsoft Surface Pro X, the installation seems to stop promptly and never finishes. Is it because PSB Computer Protection doesn't support the processor?
The Microsoft Surface Pro X has an ARM-based processor which PSB Computer Protection does not support. Computer Protection for Windows supports the following operating system versions:
Microsoft Windows 10 (all 32-bit and 64-bit editions), ARM-based tablets are not supported Microsoft Windows 8.1 (all 32-bit and 64-bit editions), ARM-based tablets are not supported Microsoft Windows 7 Service Pack 1 (all 32-bit and 64-bit editions)
You may find the latest release notes here.
Article no: 000018364
PSB subscription usage exceeds the maximum subscription size. For example, subscription size might be 200 and showing in the portal as 203/200.
This may occur when computers running older versions of Workstation Security (11.X and older) are upgrading to Computer Protection. This situation causes duplicate devices to appear for each upgraded computer in the PSB portal, as the new installation of Computer Protection appears as a separate device. At this stage, the new installation of Computer Protection will also use up an additional license seat in addition to the one already taken by the installation of Workstation Security. In these cases, the subscription is allowed to exceed its own limit. This is to prevent a situation where a computer would be left without protection after the upgrade if there are no free license slots left. To resolve this, go through the list of devices on the PSB-portal Devices-page and remove any Workstation Security-devices that also has a Computer Protection-equivalent device in the list. The duplicate devices can be recognized based on for example WINS or DNS names, or IP addresses. To get an overview of this info for all devices, change the Category-filter in the upper right corner of the Devices-page to Computer information.
Article no: 000011169
We received a notification from Apple with the following text: "The following Apple Push Notification Service certificate, created for AppleID will expire on . Revoking or allowing this certificate to expire will require existing devices to be re-enrolled with a new push certificate. Mobile Device Management - null Please contact your vendor to generate a new request (a signed CSR), then visit https://identity.apple.com/pushcert to renew your Apple Push Notification Service certificate. Thank You, Apple Push Notification Service" What do we need to do about this?
As of the 26th of March 2019, this requires no further action as we have changed the Freedome for Business installation model. Freedome for Business is no longer installed using F-Secure's own MDM-solution which required the APN certificate to be created and kept up to date. Please read more on the reasons and new instructions from this Community article.
Article no: 000011208
After enabling the channel upgrade feature from the subscriptions page in PSB Portal, the F-Secure PSB Server Security installations are not upgraded to F-Secure PSB Server Protection.
If you have PSB Server Security installed on the server and it is not upgrading to PSB Server Protection - Here is a list of known issues that cause the channel upgrade to fail:
Install missing software updates: We noticed that computers with old version of their operating system displaying a lot of missing critical security update are sometimes not updating. This is typically resolved by installing the missing security update by for example selecting the computers in the device list and using the remote action "install software updates". Unsupported operating system: Refer here for the list of supported platforms Free disc space: Your computer needs to have at least 600MB of free disc space to properly upgrade Free seats (licenses): In rare cases the lack of free seats can block or slow the upgrade. If you have unused computers, it is recommended to use "Remove Computers" in the portal. Reboot: In some cases, the new client will only be installed after re-boot (as it does not trigger the re-boot). Wait: We are regularly triggering the old client to retry the channel upgrade. The client will try to upgrade three times and wait for the next trigger.
Article no: 000018226
I am not able to modify firewall settings via PSB portal profile editor, as when I make any change to the settings, the save and publish button gets greyed out and no further changes can be made anywhere in the profile.
There can be different scenarios that could cause the problem. Check the following:
The profile originally belonged to PSB Workstation Security and was automatically migrated over to Computer Protection. The old Workstation Security profiles supported the use of semicolons (;) as a value separator for example for the IP addresses. This is no longer supported for Computer Protection profiles, where it is done with commas (,). If there are remaining old firewall rules still using semicolons, you will not be able to save and publish the profile until these have been modified or removed. The affected rules should be marked with a red line on the left side of the rule so that they can be easily identified. The active firewall profile is set to Automatic selection but no automatic selection rules have been set. You will be able to save and publish the profile until you have either set rules for the automatic selection, or switched to using a single firewall profile. There are duplicate firewall rules (same rule name) in the firewall profile. As it can be both, active and inactive rules causing this, enable the Show inactive rules in order to verify this. The affected rules should be marked with a red line on the left side of the rule so that they can be easily identified.
Article no: 000011689
User wants to move already existing PSB Computer Protection installations from one PSB company account to another. How to change the PSB Computer Protection subscription key locally so that the devices would move to another PSB company account?
The fs_oneclient_logout tool allows you to log out from Computer Protection so that you can re-enter the subscription key to connect a device to the correct company in the management portal. This command-line tool removes the current subscription from Computer Protection and returns the software to its initial state, before a subscription key was used. To use the tool: 1. Download the fs_oneclient_logout tool from https://download.sp.f-secure.com/PSB/Utilities/fs_oneclient_logout.exe 2. Open a command prompt with administrator privileges 3. Run the tool in the command prompt
To log out and register to F-Secure PSB Portal automatically, run \fs_oneclient_logout.exe --keycode . Computer Protection will log out and start using the subscription key that you entered immediately. To remove the current subscription key, run \fs_oneclient_logout.exe --nokeycode. Computer Protect will stop working and asks you to enter a new subscription key manually when you open the main view of the application.
If the tool runs successfully, it returns 0 as the result. In other cases, for example if the network is unavailable or you enter an incorrect subscription key, Computer Protection will stay in the "expired" state and asks you enter the new subscription key manually. Note: Since PSB Computer Protection installations are portal specific, you can only change the subscription key if both the old and new key belong to the same PSB Portal. This means that if the original installation has been performed with the PSB1 installation file, you cannot enter a subscription key belonging to PSB4.
Article no: 000018596
How to remotely change the subscription key of F-Secure Computer Protection or F-Secure Server Protection via the PSB Portal?
Note: For the subscription key change to work, both the old and new subscription keys have to be on the same PSB company account. You cannot change the subscription key if the keys belong to two different PSB company accounts. Follow these steps to remotely change a subscription key of a device using the PSB Portal:
Log into your PSB account Choose Devices Select your Clients Click Change subscription Input new subscription key for the computer(s) Click Change
Article no: 000007032
Request from F-Secure Partner to remove customer subscription and the company account from the PSB portal
Proceed to contact F-Secure Order Services directly via email and provide them the following information below for deletion:
Company name Customer number Subscription key
If you are not able to reach F-Secure Order Services directly, kindly contact F-Secure support here, and provide the subscription details shown above.
Article no: 000005732
It is not possible to set a time (hours and/or minutes) for a scheduled scan in the PSB Portal.
If only the scanning time is modified, the option to save and publish the profile never appears If other settings are modified as well as the scanning time, it is possible to save and publish the profile. However, the time settings for the scheduled scan doesn't change.
This was confirmed as a bug during November 2019, and as of 2019-11-29 a fix has been published to all PSB-portals. If you are experiencing this issue after this date, open a support ticket
Article no: 000018116
If the Web Traffic Scanning feature is enabled in PSB Computer Protection, the connection to an internal server or website is really slow or fully blocked. Software that connects to the internal server hang up or freeze. Disabling Web Traffic Scanning feature fixes the connection issues.
The F-Secure Online Safety 2019-11-19_01 update has caused some issues with the Web Traffic Scanning feature. Until an update that fixes the issue is released, the workaround is to exclude the internal server from being scanned by the Web Traffic Scanning Feature. Follow these steps to exclude the server:
Log in to PSB Portal Go to the Profiles page Select the profile you want to edit Go to the Browsing Protection settings Enable Web site exceptions Click Add site under Allowed sites Enter the server address / hostname Click Save and publish
If the software uses a specific port to connect to the server, you can for example enter the hostname like this: EXAMPLESERVER:8080
Article no: 000018333
The Devices-list in the PSB Portal shows overall protection status for a device as Disconnected even though Last connection is within 7 days After installation, the device status in the PSB Portal Devices-list remains set to Not yet connected
In both situations, the Freedome for Business-application seems to be working normally on the device. Protection is set to On and the subscription shows Active.
An interrupted connection between the application and the PSB Portal could be resolved by reinstalling the product.
On the device, uninstall Freedome for Business Remove the device from the PSB Portal
Log in to the PSB Portal Go to the Devices-page Go to the Mobile devices-tab Select the affected device from the list using the checkbox on the left side of the device name Click Remove device from the options at the bottom of the page
Perform a new installation of the product
If the issue persists after the reinstall, contact F-Secure Customer Care here for further assistance.
Article no: 000008201
Is it possible to centrally order the remote uninstallation of Computer Protection from the PSB Portal? Will removing a device from the Devices-list in the PSB Portal cause the client software to be uninstalled?
Removing a device from the PSB Portal does not trigger a local uninstallation of Computer Protection, and it is also not possible to specifically order the uninstallation of the product from the PSB Portal. As an alternative for Windows clients, the uninstallation package could be triggered with the help of Microsoft Group Policy (GPO).
Article no: 000017222
We've disabled DataGuard in the PSB profile using PSB Portal, but clients using the profile are still getting applications blocked by DataGuard. Clients using another profile where DeepGuard is disabled entirely are not experiencing this issue. We've tried disabling DataGuard by turning off the DataGuard advanced behavioral blocking-setting from the DataGuard-settings in the PSB profile.
For DataGuard to be completely disabled, two different settings need to be turned off in the profile:
Log in to the PSB portal Go to Profiles Select the profile you want to modify Click on Dataguard Turn on the setting DataGuard advanced behavioral blocking, if it is off Turn off the setting Access control list Turn off the setting DataGuard advanced behavioral blocking Save and Publish the profile
To verify that both settings are disabled:
Open the PSB Computer Protection user interface Go to settings Select the Malware Protection page Scroll down to the DataGuard section Verify that both DataGuard switches are set to Off
Article no: 000011038
Why does the error message "Unknown error 3 - contact support" come up when entering the subscription key during F-Secure PSB Computer Protection for Mac installation?
This error appears if all the licenses are in use for that subscription key. You need to release a license before you can activate the subscription on a new device. You can follow these steps to remove a device from the PSB Portal to release a license:
Log in to the PSB Portal Go to the Devices page Select the device you want to remove Click Remove device
Now you can go to the Subscriptions page to make sure there are licenses available on the subscription key.
Article no: 000016580
I would like to get infection information logs/alerts from PSB portal to our own system automatically.
PSB does not have this functionality because the product is designed as a cloud solution, where everything is managed from there. It is possible to get information about various infections through the PSB Management API, but it is not possible for our back-end to send real-time information, as it always needs to be retrieved manually from the portal. You can refer here for more information on PSB Management API. If this is an essential feature for you, then a better solution for you might be Business Suite (Policy Manager + Client Security). With Business Suite, it is possible to forward alerts to the syslog server as an example. You can discuss this more with your F-Secure sales contact or solution provider.
Article no: 000018166
How do I create a custom F-Secure PSB Computer Protection profile in PSB Portal?
Here are instructions on how you can create a custom profile which can be edited in the PSB Portal: Creating a custom profile.
Log in to the F-Secure Protection Service for Business Portal Choose Profiles Select Computer Protection Select the circular symbol with three dots in the middle next to the profile you want to clone Press on Clone profile Enter a name and label of the new custom profile
Assigning a profile.
Select Devices. Choose device to which you want to assign a profile. Press on assign profile.
Note: Depending on the internet connection, the activation time of the rules may vary.
Article no: 000002864
I am trying to uninstall Computer protection from my Windows PC, I get an error: "Uninstallation is not allowed, Settings do not allow local uninstallation. Contact your administrator."
This is due to the Computer Protection profile setting that disallows user from uninstalling the product locally. Please ask your PSB account administrator to change the settings:
Go to PSB Portal Choose Profiles Select the profile that is assigned to the computer Go to General Settings Go to Allow the user to uninstall the product Enable the setting (slide down to green) Click Save and publish
Article no: 000016792
How can I export the infection report from PSB portal?
You can export the report the following way:
Login to PSB Portal Go to Reports Choose Infections Click on the Action menu next to Infections (3 dots) Choose Export Report (CSV)
Article no: 000018164
PSB settings profiles can not be modified in the portal
Most settings simply states if they are on or off, there are no switches to change the state You can make changes to firewall rules, but there is no option to save and publish to the profile. You can press Done but that only leads to the saving process hanging until you cancel the operation. There is also the option to Save and Publish to multiple profiles, but from the next selection screen the profile where the changes were made to is missing.
This might be caused by the following:
Modifications are being made to the default F-Secure profiles. These are set to read-only and can not be modified by anyone Companies can not modify profiles that are owned by Solution Providers (SoP). You can verify that you are the owner of the profile from the list of profiles in the PSB portal The logged in admin account is restricted to read-only
Article no: 000008997
I am trying to install F-Secure Computer Protection/Server Protection on a Windows host and it failed between 80 to 99%. In fsdiag, NetworkInstaller.log displays the following entry:
*E: MsiMessageCallback: MSI: Service 'F-Secure Hoster (Restricted)' (fsnethoster) failed to start. Verify that you have sufficient privileges to start system services.
*E: MsiHandler::RunMsi: MSI returned code 1603
Follow the workaround below to fix the installation issue:
Rename following files to anything else (e.g. vcruntime140_old.dll):
On 64 bit Windows:
On 32 bit Windows:
Restart the host.
If the steps above do not help, there is a possibility that registry key HKEY_USERS\S-1-5-20 doesn't have the required permission for NETWORK SERVICE and fsnethoster is unable to create an entry there. Follow the steps below to fix the issue:
Click Start. Type regedit, and press Enter. Navigate to and select registry key HKEY_USERS\S-1-5-20. Select Edit. Select Permissions. Click Add... Type NETWORK SERVICE. Click Check Names (the name should get underlined). Click OK. Check Allow checkbox for Full Control (also Read permission should be automatically allowed). Click Apply. Click OK.
Article no: 000002638
Can the Computer Protection profile be used to force the firewall on if the end user has turned it off?
The on/off state of the Windows Firewall can be fully controlled from the PSB portal settings profiles. To modify the state of the firewall, do as follows:
Log in to the PSB Management Portal Go to the Profiles page Click on the profile you want to edit (observe that profiles with the READ ONLY flag cannot be edited) Select the Firewall page from the options on the left Under General settings, set the Use Windows Firewall-setting to the desired mode (to prevent anyone from being able to modify the setting locally, click the lock-icon on the extreme right side of the setting, so that the lock is closed)
The Windows Firewall will always follow the setting in Computer Protection. Users with sufficient rights can turn the firewall on or off directly through the firewall settings in Windows, but it will be forced back again in a few seconds time. Leaving the setting unlocked in the settings profile will allow for local settings to override the value stated in the profile, see the following examples: Profile setting: firewall ON, setting unlocked Setting in Computer protection UI: OFF Result: the Windows Firewall will be forced OFF Profile setting: firewall ON, setting unlocked Setting in Computer protection UI: ON Result: the Windows Firewall will be forced ON Profile setting: firewall ON, setting locked Setting in Computer protection UI: Will be forced ON Result: the Windows Firewall will be forced ON
Article no: 000016070
Trying to reset password for PSB Portal but I don't get any email.
If you don't get an email message when using the reset password function in PSB Portal try the following:
Check that you are using the correct user name or email address. Check you have chosen the correct region. Password resets are not sent if you have chosen the incorrect region. (PSB3 requires use of direct https link) Clear browser cache and cookies. If all login and password reset attempts fail, contact F-Secure Customer Service and they can investigate the issue.
Article no: 000001720
User receives error "The specified subscription number is invalid" after entering the subscription key for PSB Server Security / Server Protection during installation of PSB Server Security.
The error takes place when you downloaded the F-Secure Server Security (Business Suite) installer instead or from a different PSB portal. The PSB Server Security / Server Protection installation files are portal specific (PSB 1, 2, 3 & 4). You can verify from your license certificate to which PSB Portal your subscription key belongs to. Proceed to download the PSB Server Security installation file from the correct portal download page and install the product:
EMEA (PSB1): https://emea.psb.f-secure.com/#/public-downloads America (PSB2): https://amer.psb.f-secure.com/#/public-downloads APAC (PSB3): https://apac.psb.f-secure.com/#/public-downloads EMEA2 (PSB4): https://emea2.psb.f-secure.com/#/public-downloads EMEA3 (EUSMI): https://emea3.psb.f-secure.com/#/public-downloads
A similar validation error can occur if you try to install the older version of PSB Server Security 12.10 using the PSB Computer Protection installer-file as it cannot be validated with a PSB Server Security license or vice versa. To confirm this, check the filename of the installer itself. Only PSB Server Protection and Computer Protection uses the same installer
Article no: 000009666
After removing PSB Server Security 12.10 from a Windows Server, the F-Secure PSB Server Security - Software Updater application is still left in the Programs and features list "Could not access network location \" error when trying to remove the application FsUninstallationTool.exe doesn't remove the application and Uninstallationtool.exe shows "not a valid Operating System" error
If the F-Secure Server Security - Software Updater application is left in the Programs and features list after uninstalling PSB Server Security 12.10, it can be removed using the F-Secure Uninstallation Tool found below. The Uninstallation Tool needs to be run with an additional command prompt parameter for it to be allowed to be run in a Windows Server operating system. Follow these steps to run the Uninstallation Tool:
Download the tool from here Open Command Prompt (cmd) with Run as Administrator... option Navigate to the folder where you saved the UninstallationTool.exe (e.g. Downloads)
Type in Uninstallationtool.exe -a --server to launch the Uninstallation Tool Follow the instruction on the screen and allow the tool to finish the uninstallation Uninstallation will be done.
Article no: 000018140
When trying to create an offline MSI installer for F-Secure Computer Protection using the FSMSI tool, user receives error: "FsMsiTool is not recognized as an internal or external command."
You have to execute the FSMSI tool command from the directory where the tool is saved to or else you will get the error. Using the command prompt, navigate to the folder where you have saved the tool and then run the command mentioned in this help guide.
Article no: 000014777
F-Secure PSB Computer Protection shows "Check that your internet connection is working and try again" error after entering subscription key during installation.
If you are connected to the internet and still getting the "Check that your internet connection is working and try again" error message during installation with a subscription key, follow the steps below to rule out other probable causes: Incorrect subscription key:
Check that you are using the correct subscription key during installation Double-check the spelling and verify from either your license certificate or from the Subscriptions page in the PSB portal that you are using a valid license
Insufficient number of available licenses:
Check that there are still available licenses on the subscription key you're trying to use In the PSB portal, go to the Subscriptions page and check the Usage column for the license in question. If there are no more available licenses, you have two options:
Remove old installations that are no longer in use to free up licenses, or; Acquire more licenses by reaching out to your F-Secure reseller partner or F-Secure sales contact
If you would like to remove old installations that are no longer in use to free up licenses, follow the steps below:
Log in to the PSB portal Go to the Devices page Select the device(s) you want to remove, using the checkbox on the left Click Remove device from the options at the bottom of the screen
After removing a device from the PSB Portal, the device will be added to a list of removed computers so that it will not be able to connect to the portal anymore and take a license into use. To be able to reinstall PSB Computer Protection on these devices, you need to clear the list of removed computers:
Login to the PSB Portal Go to the Subscriptions page Open the action menu on the right side of the license Click Clear list of removed computers
Note: If a computer is on the list of removed computers and you try to use the subscription key on that computer, you will get the same "Check that your internet connection is working and try again" error message. You will need to clear the list of removed computers to install the software again on that computer. Installation file has been downloaded from the wrong PSB Portal: The installation files for PSB Computer Protection are PSB Portal specific. Make sure you have downloaded the installation file from the correct portal. You can verify the portal the subscription key belongs to from your license certificate.
Article no: 000008841
In C:\Windows\Temp\, the folder fs-capricorn fills up hard disk with files named AV-malware-names until there is no free space left
The files in the fs-capricorn folder are normally deleted when the computer is shut down. Unexpected system crashes can cause a situation where the files are not automatically removed. You can safely go ahead and manually remove the AV-malware-names files in the fs-capricorn folder. Take note that some of the files can be in use and locked and therefore they cannot be removed. You can skip the removal of those files.
Article no: 000014816
There is an issue with the Computer Protection UI after setting an http proxy in the program settings. The proxy was set with the following format: http://username:password@<IP-Address> After setting the proxy address and closing the Settings window, the F-Secure icon goes missing from the system tray. It is also no longer possible to start the F-Secure product interface from the Windows start menu or desktop shortcuts. A reboot has no effect on the situation. A similar problem happens when the proxy address is configured in the PSB portal to a settings profile. F-Secure icon remains visible, but the UI does not open.
PSB Computer Protection does not as of yet support authentication for proxies, so the address including username and password is invalid. This feature is planned for a future release but as of 2019-11-18 there is no confirmed estimate for when it would be implemented. The reaction by the product interface was identified as a bug and corrected in version 19.8 of PSB Computer Protection. If you are running this version or later and experiencing the same issue you need to open a support ticket.
Article no: 000017944
After installing Computer Protection, VPN connection is blocked by the firewall feature. How to create a custom PSB Computer Protection profile to allow the VPN connection? Which ports need to be opened to allow PPTP and L2TP through firewall?
In this case you have to create a custom profile and set a specific firewall rule. Creating a custom profile.
Log in to the F-Secure Protection Service for Business Portal. Chose Profiles. Select Computer Protection. Select the circular symbol with three dots in the middle next to the profile you want to clone. Press on clone profile. Enter a name and label of the new custom profile.
Creating a new VPN firewall rule.
Select the profile you want to use. Select Firewall. Go to Firewall rules and select add rule. Enter a name and description of the rule, e.g Allow VPN. Under Action and direction, select Allow / Out
To allow PPTP tunnel maintenance traffic, open outbound TCP Port 1723. To allow PPTP tunneled data to pass through router, open outbound Protocol 47 (GRE) To allow Internet Key Exchange (IKE), open UDP Port 500. To allow IPSec Network Address Translation (NAT-T) open UDP Port 5500. To allow L2TP traffic, open UDP 1701 and Protocol ID 115
Assigning a profile.
Select Devices. Choose device to which you want to assign a profile. Press on assign profile.
Note: Depending on the internet connection, the activation time of the rules may vary.
Article no: 000002583
Reseller partner has sold a subscription to a customer but when the reseller partner views their PSB portal, it is not displaying the customer company or the subscription key/code under the reseller partner's PSB account.
Make sure that you have logged in to the correct PSB Portal account with the solution provider rights. If anyone else in your company has a PSB Portal account, they can verify your login name on the Accounts page in the PSB portal. If you are the only administrator user, contact your F-Secure sales contact for assistance. If you have logged in using the correct PSB Portal account but are unable to see the customer company in the scope drop-down menu on your account, make sure that you have sold the PSB product as Partner Managed and not Company Managed. If the product has been sold as Company Managed, neither the customer company nor the subscription will be shown in the reseller partner's account. There is also a risk that something has gone wrong with the order itself. If the order provisioning fails it will be left pending a manual correction. These are done regularly and if this occurs, your order should become visible at the latest within the next business day (unless further information is required from you in which case you would be contacted). If you have accidentally purchased a Company Managed asset, and want to change it to be Partner Managed, or if you want to verify the state of your order, contact our Order Services team or your F-secure Sales contact. If you are unable to reach your F-Secure Sales contact, contact F-Secure Customer Care here.
Article no: 000005981
Is it possible to see who requested a specific operation (such as profile assignment or software update installation) in Protection Service for Business Portal?
No, this information is currently not available in Protection Service for Business portal. We've received feature requests about this and it is currently under consideration.
Article no: 000018074
When I try to search a device (e.g. EXAMPLE-PC123) in Protection Service for Business portal (PSB) by using characters in the end or inside of the string (e.g. PC123), there are no results found. I need to know the beginning of the name in order to find it.
The search functionality is doing search based on the beginning of the device name only, also known as a starts with search. Searching a string within a name is not supported and neither are wildcards.
Article no: 000012638
When installing an F-Secure PSB product (Server Security / Computer Protection / Server Protection), user encounters an error about the subscription key they are trying to use. Error: "You cannot use the subscription key you entered for this computer anymore. If you need a new subscription key, contact your administrator."
This is most likely due to the PSB product having been installed on the computer before using the same subscription key and at some point the machine has been removed from the PSB portal. This adds the machine to a blacklist, called List of removed computers, to prevent the software from automatically re-registering to the portal if the software is still installed after the machine is removed from the portal. To reinstall the product using the same subscription key on that computer, you need to first clear the list of removed computers for that subscription key:
Log in to the PSB Portal Open the Subscriptions page Choose the subscription key which you are trying to use and click on the "triple dot button" on the right side of the page Click on Clear list of removed computers
This releases all computers from the list for that specific subscription key. Now the subscription key can be used again on that same computer.
Article no: 000001257
If a scheduled scan time has been set for F-Secure Computer Protection, does scheduled scan start on the next startup, in case the system has been shut down or offline during the scheduled scan time?
The scheduled scan does not start on the next computer startup. It will start on the next scheduled time only when the computer is on.
Article no: 000013123
Customer or reseller partner would like to cancel a Protection Service for Business (PSB) subscription, how to cancel?
If you have the product through a reseller partner, you need to contact them and they can request a termination of a subscription. If you are a reseller partner or have purchased the product directly from F-Secure, you can contact your F-Secure sales contact or account owner. If you are unable to reach your F-Secure sales contact or account owner, please open a support request.
Article no: 000003517
When loging to PSB Portal user gets "no active subscription" error
This can happen if you are logging in with multiple F-Secure accounts on the same computer and old cached data is saved in the browser. It can also occur if you have an F-Secure account that is not directly connected to an account in PSB. For situations with multiple accounts:
Click on the "person" icon on the same page you get the error Choose to logout Login with your PSB account credentials and choose your PSB account
If you have trouble using the normal login, open the browser incognito mode and login to the PSB Portal. If you suspect that your login credentials are not connected to an account in PSB, please contact support and provide the login name that you're using as it needs to be checked internally.
Article no: 000009994
User has entered a valid 2-step authentication code from their mobile authentication application, but receive "The verification code that you entered is incorrect. Try again." error when trying to login to PSB Portal
If you have entered the correct code within the allowed time frame but you still receive the error, make sure the time and date is set correctly on your mobile device. Two factor authentication can fail if the date and time it set incorrectly on the mobile device.
Article no: 000017861
How can I exclude certain software update from the F-Secure Software Updater in F-Secure PSB?
Prerequisite: You need to have a non-default profile before you can configure your software updater settings.
To exclude specific software updates from automatic installation:
Log in to the PSB Portal Go to the Profiles Select the profile you want to modify Go to Software updater Under Exclude software from automatic installation, click Add software and then type in the keywords or a Bulletin ID using the formula: PRODUCT=<value>;SP=<value>. The service pack is optional. For example:
PRODUCT=Skype 6 PRODUCT=office; SP=SP2 PRODUCT=Java PRODUCT=Microsoft BULLETIN=MSNS19-08-4494174_V2
Lock the setting with the Padlock (Disallow user changes) and click Save and Publish. After the profile has been saved and published, the exclusion will be taken into use on the devices that have this profile assigned.
Article no: 000006571
Device that had the multi factor authentication (MFA) application broke or has been lost and user has 2-step authentication enabled in the PSB Portal. How can the 2-step authentication be reset?
If you do not have any recovery codes saved, ask another PSB-portal administrator to delete your administrator user account and then create a new administrator account for you. If you're the only administrator, or the others do not have necessary access rights to create new administrator user accounts, contact F-Secure Customer Care for further assistance.
Article no: 000015352
How to download and install F-Secure Protection Service for Business (PSB) products, like Computer protection, Server Protection or Email and Server Security?
To download an install F-Secure Protection Service for Business (PSB) products, follow the steps below:
Log in to PSB Portal
EMEA (PSB1) America (PSB2) APAC (PSB3) EMEA2 (PSB4) EMEA3 (EUSMI)
On the side navigation bar, click Downloads Select the product that you wish to install to download the installer Run the installer
For some products there is also the option to send the installation file to a user via email: https://help.f-secure.com/product.html#business/psb-portal/latest/en/task_4BBCD978718B46C2ACD5D21B65A59DDC-psb-portal-latest-en
Article no: 000001426
F-Secure PSB Computer Protection installation on a Windows 8 computer, fails with error "Check System Requirements, This version of Windows is not supported, please make sure you have the right operating system and service packs installed."
Only Microsoft Windows 7, 8.1 and 10 (all 32-bit and 64-bit editions) are supported for F-Secure PSB Computer Protection installation. Proceed to upgrade your Microsoft Windows 8 operating system to version 8.1 before installing the F-Secure product.
Article no: 000011265
As the user enters the subscription key during installation, they receive an error message telling "Could not verify the subscription key. Try again later".
Check that all the licenses are not in use.
Log in to PSB Portal. Go to the subscriptions page and check the amount of licenses in use
If all licenses are in use you can remove a previously installed device:
Go to the devices page Click on the white square on the left side of the device Click on remove device from the bottom of the screen Try PSB Computer Protection installation again
If the installation still cannot verify the subscription key, empty the list of removed computers:
Go to the subscriptions page Click on the three dots on the right side of the subscription key Choose to empty list of removed computers. Try PSB Computer Protection installation again
Make sure you are installing PSB Computer Protection on a supported Operating System. PSB Computer Protection can be installed on a workstation version of Windows (7, 8.1 and 10). If you try activating a PSB product on a Windows Server Operating System with a subscription key meant for PSB Computer Protection, you will receive the error "Could not verify the subscription key. Try again later". You can check the supported Operating Systems from this help guide. It is also possible that the network is blocking necessary traffic to our services. This community article has more information to help resolve such issues.
Article no: 000002440