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
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
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 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 the Company Managed, neither customer company or the subscription will not be shown in the reseller partner's account. If you have accidentally purchased a Company Managed asset, and want to change it to be Partner Managed, 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
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
PSB Computer Protection says "Check internet connection and try again" when trying to install with subscription key.
If you are connected to the internet and still getting the "Check internet connection 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 seats:
Check that there are still available seats on the license 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 seats, you have two options:
Remove old installations that are no longer in use to free up seats, or; Acquire more seats via Partner Portal or reaching out to your reseller or F-Secure sales contact
If you would like to remove old installations that are no longer in use to free up seats, 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 (Remember, to be able to reinstall on these devices, you need to clear the list of removed computers: Go to the Subscriptions page, open the action menu on the right side of the license and click Clear list of removed computers)
Article no: 000008841
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
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
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
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 grayed out and no further changes can be made anywhere in the profile.
There are two possible 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.
Article no: 000011689
I am trying to add a new company account with my PSB Computer Protection or Server Protection license key in PSB Portal, but it does not let me do it. I get an error: Subscription not found
There are a couple of different reasons why a subscription key might not work when trying to create your PSB company account with it:
If you have bought a Partner Managed PSB subscription, you do not need to add the subscription key yourself to your PSB account. It will be automatically added by the reseller partner. Most likely it has already been added to your account You already have created the PSB Company account before with that license key. If this is the case, try to log in with your user credentials. The code belongs to a different PSB portal than the PSB account you are logging into. Check the license certificate for which PSB portal the subscription key belongs to and make sure you have created the PSB Company account to the same one
Article no: 000010802