Protection Service for Business

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Issue: F-Secure PSB Computer Protection shows "Check that your internet connection is working and try again" error after entering subscription key during installation. Resolution: 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
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Issue: 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 Resolution: 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
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Issue: 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.   Resolution: 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
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Issue: 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? Resolution: 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
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Issue: 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." Resolution: 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
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Issue: 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? Resolution: 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
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Issue: Customer or reseller partner would like to cancel a Protection Service for Business (PSB) subscription, how to cancel? Resolution: 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
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Issue: How can I exclude certain software update from the F-Secure Software Updater in F-Secure PSB? Resolution: 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
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Issue: How to download and install F-Secure Protection Service for Business (PSB) products, like Computer protection, Server Protection or Email and Server Security? Resolution: 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
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Issue: 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." Resolution: 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
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Issue: As the user enters the subscription key during installation, they receive an error message telling "Could not verify the subscription key. Try again later". Resolution: 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
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You can run a PowerShell script to identify computers in your organization that are not protected by F-Secure's PSB solution.
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To find the most up-to-date content for this topic, go to the Management Portal Help.
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Instructions for installing Computer Protection using a clone image.
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F-Secure Endpoint Proxy, also referred to as Policy Manager Proxy (PMP) is provided by F-Secure to minimize the bandwidth usage while downloading...
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This is ordering information for Protection Service for Business (PSB) Advanced in the Partner Portal.
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If there is an issue with a computer in your managed accounts, the PSB admin can select the computer and make a request to the customer, who allows an...
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In F-Secure Computer Protection, the firewall profile defined in the PSB portal sets the rules in the Windows Firewall on the end-point computers,...
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F-Secure Protection Service for Business (PSB) products get upgraded to the latest version through the PSB's channel upgrade functionality. This means...
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In Protection Service for Business (PSB), you can exclude all Microsoft and/or Java SW updates from our software updater by using a keyword and/or a...
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F-Secure Computer Protection is now available. With the new release, Computer Protection will eventually replace the Workstation Security clients...
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License key is no longer valid or not recognized or already in use when trying to validate license after installation of PSB endpoint protection...
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After installation of our Mac product on macOS High Sierra, a red F-Secure (X) icon may appear when running real-time scanning.
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As part of our product alignment process, we are pleased to announce some product names changes within Protection Service for Business (PSB). These...
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For a few months (see Computer Protection Migration), F-Secure has been working on enabling our partners to perform an automatic upgrade to Computer...
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Content Filtering is a feature in the PSB portal located within the Browsing Protection tab. Content Filtering allows you to block web content based...
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When the subscription on the Computer Protection (Windows) endpoint client expires, it locks its functionality. To get back to normal mode, you need a...
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F-Secure Computer Protection is growing fast in popularity and has now replaced the Workstation Security clients in our Protection Service for...
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Issue: I am trying to install F-Secure Computer Protection on a Windows computer and it failed between 80 to 99%. In fsdiag NetworkInstaller.log the following entry found: *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 Or similarly: *E: MsiMessageCallback: MSI: Service 'F-Secure Hoster' (fshoster) failed to start.  Verify that you have sufficient privileges to start system services. *E: MsiHandler::RunMsi: MSI returned code 1603   Resolution: Follow the workaround below to fix the installation issue: 1. Rename following files to anything else (e.g. vcruntime140_old.dll): On 64 bit Windows:  C:\Windows\SysWOW64\vcruntime140.dll C:\Windows\SysWOW64\msvcp140.dll ​On 32 bit Windows: C:\Windows\System32\vcruntime140.dll C:\Windows\System32\msvcp140.dll ​​2. Restart the computer. If the steps above did 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
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Issue: Can I install or update Computer Protection on a Windows PC with no internet access? Can PSB Computer Protection be updated in an offline environment? Resolution: Unfortunately, F-Secure Computer Protection cannot be installed or updated without an internet connection.   Article no: 000005700
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Issue: I have added a site into the denied list for the Browsing Protection via the Profile Editor. However, the site is not blocked with Browsing Protection enabled in the Computer Protection. Same goes to the allowed site. Why is this happening? Google's search results show the deny rating icon, but when user clicks the link it proceeds to the page. Resolution: Check from the PSB profile you are using that the web site exceptions setting is enabled. If it is disabled the allowed sites and denied sites rules are not in use.  Follow these steps to enable Web site exceptions: Log in to the PSB Portal. Go to the Profiles page. Select the profile you want to edit. Go to the Browsing Protection tab. Scroll down until you see the Web site exceptions setting and enable it. Save and publish the profile. Now the Web site exceptions in the allowed sites and denied sites list are enabled. Article no: 000005452
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Issue: Software Updater is unable to download Java updates. Trying to use the same download link that is written in the logs leads to an error, so it can't be used manually. Resolution: Oracle has changed the way Java is licensed. A side effect of this is that Java updates can be downloaded only from the vendor's server with authentication. This stops Software Updater from downloading the Java update.  We have published a change to Computer Protection to stop showing Java update as a missing update in Software Updater. After this, you will need to install Java update manually (not via F-Secure Software Updater).  At the same time, we are not going to change the Software Updater behavior for the rest of the products.  To stop Software Updater from trying to install the problematic Java update automatically, you can exclude the Java Update from the automatic installation by following these steps:  If you have a Business Suite product (Client Security or Server Security)  Log in to Policy Manager Console Select the target group from the Domain Tree Go to the Settings tab Select Software Updater  Click on Add from the right side of the Exclude software from automatic installation list Use Java as the software name to exclude it If you have a Protection Service for Business product (Computer Protection or Server Protection)  Log in to the PSB Portal Go to the Profiles page Click the profile you want to edit Select Software updater  Click Add software below Exclude software from automatic installation  Write Product=Java to exclude Java software from automatic installation After the change, you will need to install the Java update manually.  NOTE: The above mentioned information is also available in the following community article: https://community.f-secure.com/t5/Known-Issues-in/Software-Updater-unable-to/td-p/116932 Article no: 000011585
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Issue: I am receiving reports from Windows Security Center that "Computer Protection by F-Secure is snoozed". Trying to activate the product through Windows Security Center brings up a dialog asking for admin rights to enable the software. When opening the F-Secure software directly, everything seems to be functioning normally. Resolution: This is a temporary state reported by Computer Protection to the Windows Security Center while it is updating its core components. These updates usually take 15-45 seconds to complete, after which Computer Protection will report that it is returning to a fully active state. We report the statuses to Windows Security Center, but we have no further control over how it chooses to display this information to the end users. There is always a possibility that a notification about the product being snoozed might remain visible to end users even after the product has returned to functioning normally and reported that state. Article no: 000015354
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Issue: Can the Computer Protection profile be used to force the firewall on if the end user has turned it off? Resolution: 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
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Issue: PSB client does not take the new expiry date into used after subscription key is renewed. Resolution: In the scenario whereby PSB subscription is renewed when a subscription is valid still, there is a delay of up to 8 hours for the PSB client to take the new expiry date into use after renewal is done. In the scenario whereby the PSB subscription is renewed after the subscription is expired, the PSB client will take the new expiry date into use immediately. You do not need to re-enter the subscription key on the PSB client in case the subscription key remain unchanged. Article no: 000007397
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Issue: How to deploy PSB Computer Protection or Server Protection using a clone image? Resolution: From version 18.14 onwards, F-Secure Computer Protection for Windows and F-Secure Server Protection for Windows support the clone image installation. Follow the instructions here for installing the product using a clone image. Article no: 000004589
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Issue: process FSAVD is causing a significant amount of CPU usage while Outlook is running Resolution: You can run the following commands in the Terminal to exclude Outlook from scanning:  echo "/Applications/Microsoft Outlook.app/Contents/MacOS/Microsoft Outlook" | sudo tee -a /usr/local/f-secure/fsmac/sysconfig/system_daemons sudo launchctl stop com.f-secure.fsavd Restart your computer after running the commands and monitor the CPU usage of the FSAVD process.   Article no: 000003099
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