After enabling the channel upgrade feature from the subscriptions page in PSB Portal, the F-Secure PSB Server Security installations are not upgraded to F-Secure PSB Server Protection.
If you have PSB Server Security installed on the server and it is not upgrading to PSB Server Protection - Here is a list of known issues that cause the channel upgrade to fail:
Install missing software updates: We noticed that computers with old version of their operating system displaying a lot of missing critical security update are sometimes not updating. This is typically resolved by installing the missing security update by for example selecting the computers in the device list and using the remote action "install software updates". Unsupported operating system: Refer here for the list of supported platforms Free disc space: Your computer needs to have at least 600MB of free disc space to properly upgrade Free seats (licenses): In rare cases the lack of free seats can block or slow the upgrade. If you have unused computers, it is recommended to use "Remove Computers" in the portal. Reboot: In some cases, the new client will only be installed after re-boot (as it does not trigger the re-boot). Wait: We are regularly triggering the old client to retry the channel upgrade. The client will try to upgrade three times and wait for the next trigger.
Article no: 000018226
User wants to move already existing PSB Computer Protection installations from one PSB company account to another. How to change the PSB Computer Protection subscription key locally so that the devices would move to another PSB company account?
The fs_oneclient_logout tool allows you to log out from Computer Protection so that you can re-enter the subscription key to connect a device to the correct company in the management portal. This command-line tool removes the current subscription from Computer Protection and returns the software to its initial state, before a subscription key was used. To use the tool: 1. Download the fs_oneclient_logout tool from https://download.sp.f-secure.com/PSB/Utilities/fs_oneclient_logout.exe 2. Open a command prompt with administrator privileges 3. Run the tool in the command prompt
To log out and register to F-Secure PSB Portal automatically, run \fs_oneclient_logout.exe --keycode . Computer Protection will log out and start using the subscription key that you entered immediately. To remove the current subscription key, run \fs_oneclient_logout.exe --nokeycode. Computer Protect will stop working and asks you to enter a new subscription key manually when you open the main view of the application.
If the tool runs successfully, it returns 0 as the result. In other cases, for example if the network is unavailable or you enter an incorrect subscription key, Computer Protection will stay in the "expired" state and asks you enter the new subscription key manually. Note: Since PSB Computer Protection installations are portal specific, you can only change the subscription key if both the old and new key belong to the same PSB Portal. This means that if the original installation has been performed with the PSB1 installation file, you cannot enter a subscription key belonging to PSB4.
Article no: 000018596
If the Web Traffic Scanning feature is enabled in PSB Computer Protection, the connection to an internal server or website is really slow or fully blocked. Software that connects to the internal server hang up or freeze. Disabling Web Traffic Scanning feature fixes the connection issues.
The F-Secure Online Safety 2019-11-19_01 update has caused some issues with the Web Traffic Scanning feature. Until an update that fixes the issue is released, the workaround is to exclude the internal server from being scanned by the Web Traffic Scanning Feature. Follow these steps to exclude the server:
Log in to PSB Portal Go to the Profiles page Select the profile you want to edit Go to the Browsing Protection settings Enable Web site exceptions Click Add site under Allowed sites Enter the server address / hostname Click Save and publish
If the software uses a specific port to connect to the server, you can for example enter the hostname like this: EXAMPLESERVER:8080
Article no: 000018333
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 am trying to uninstall Computer protection from my Windows PC, I get an error: "Uninstallation is not allowed, Settings do not allow local uninstallation. Contact your administrator."
This is due to the Computer Protection profile setting that disallows user from uninstalling the product locally. Please ask your PSB account administrator to change the settings:
Go to PSB Portal Choose Profiles Select the profile that is assigned to the computer Go to General Settings Go to Allow the user to uninstall the product Enable the setting (slide down to green) Click Save and publish
Article no: 000016792
I am trying to install F-Secure Computer Protection/Server Protection on a Windows host and it failed between 80 to 99%. In fsdiag, NetworkInstaller.log displays the following entry:
*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
Follow the workaround below to fix the installation issue:
Rename following files to anything else (e.g. vcruntime140_old.dll):
On 64 bit Windows:
On 32 bit Windows:
Restart the host.
If the steps above do 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
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
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
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
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
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
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