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
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
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
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
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
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
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 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
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
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