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
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
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
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
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
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
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
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
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
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
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
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
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.
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
How do I create my company account in the F-Secure Protection Service for Business (PSB) portal?
Follow the steps below to create your company account in F-Secure PSB portal: 1. In your F-Secure License certificate that was provided by your F-Secure Re-seller, verify on which F-Secure PSB portal your subscription key belongs to. 2. After verifying the information in Step 1, go to the required F-Secure PSB portal page. E.g:
https://emea.psb.f-secure.com/#/create-company-account https://emea2.psb.f-secure.com/#/create-company-account https://amer.psb.f-secure.com/#/create-company-account https://apac.psb.f-secure.com/#/create-company-account
3. Enter your subscription key and rest of the required information. NOTE:
The User name* is the login name, not your email address. The Account name* should be defined exactly same as the Licensee* name found is F-Secure License certificate.
4. Login to the F-Secure PSB portal once the account is successfully created.
Article no: 000004678