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
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 has been confirmed as a bug and has been worked on since 2019-11-08. As of 2019-11-19 the fix is in testing and expected to be released within a week.
Article no: 000018116
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
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
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