Clients are not able to get updates from the Policy Manager server Virus definitions shows later than the Policy Manager is Serving Update server is shown as wait.pmp-selector.local Policy Manager shows that Client Security is still in the old version even though on the client it is the newer version
The update server is shown as wait.pmp-selector.local until the client has successfully connected to the Policy Manager Server for the first time after the upgrade or installation. This is an indication that there is a connectivity issue between the clients and the Policy Manager server. First, check that you have set the correct Policy Manager Server address when exporting the installation file. You can check if the address is correct and if the HTTP connection works by opening a web browser on a client and then entering the Policy Manager Server address and the HTTP port in the address field. Example: 10.132.2.19:80 Client Security 13 and earlier versions supported fallback to using HTTP connection if HTTPS did not work. Please check that both the HTTP and HTTPS ports are open in the firewall on the Policy Manager Server. By default Policy Manager listens to HTTP port 80 and HTTPS port 443, but these can be changed during installation. Check that you have entered the correct Policy Manager Server address, HTTP port and HTTPS port when creating the installation file. If you have used the wrong address or ports when creating the installation file, you will need to reinstall the product with a new installation file with the correct settings.
If you are using Policy Manager Proxy in your environment, try these steps:
Make sure that Policy Manager proxy servers are updated to 14 versions For Client Security 14 clients HTTPS connection support is required and for versions 13 and earlier it was not "Allow fallback" is not mandatory if everything is configured properly
If you are not sure if it is configured properly, allow the option Fall back to Policy Manager Proxy which can be found under Automatic Update Agent in Policy Manager Console. If you cannot find an issue with your configuration, open a support request and submit an FSDiag diagnostic file from the Policy Manager Server and one of the affected client for further analysis and troubleshooting.
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Via proxy or direct connection, F-Secure Client Security is not receiving updates from Policy Manager. The following errors are visible in C:\ProgramData\F-Secure\Log\AUA\AUA.log: [ 8068]Thu Aug 30 11:15:32 2018(3): Connecting to http://<Policy Manager IP address>/guts2/ via http proxy <Proxy IP address> [ 3488]Thu Aug 30 11:15:32 2018(3): Update check failed. There was an error connecting http://<Policy Manager IP address>/guts2/ via http proxy Proxy IP address (Server error) Thu Aug 30 11:15:32 2018(3): Connecting to http://Policy Manager IP address/guts2/ (no http proxy) [ 3488]Thu Aug 30 11:15:32 2018(2): Update check failed. There was an error connecting http://<Policy Manager IP address>/guts2. (Unspecified error) Thu Aug 30 11:17:41 2018(3): Connecting to http://Policy Manager IP address/ via http proxy Proxy IP address [ 3488]Thu Aug 30 11:17:41 2018(3): Update check failed. There was an error connecting http://Policy Manager IP address/guts2/ via http proxy Proxy IP address (Server error)
Test the connectivity from the host to Policy Manager Server by using the HTTP and HTTPS protocol:
Open any web browser on the host that has F-Secure Client Security installed. Enter the IP address of the Policy Manager and press Enter. Repeat the test, only this time by using the HTTPS protocol (for example https://192.168.0.10:443/).
If the HTTP (automatic updates) and HTTPS (management agent) connections are working, the web page should display the following information:
If the connection fails, troubleshoot the network connectivity between the host and Policy Manager at your end. Verify whether the host and the server have permission to connect to each and other (for example corporate firewall, proxy). If the intermediate proxy is a PMP instance and the clients are unable to download updates via it, ensure that PMP can connect to the internet directly as the default configuration for the proxy is forward mode. In this mode, updates are downloaded via PMP but from the internet and not from Policy Manager Server. This configuration is controlled by changing the proxy mode to either reverse or forward. Reverse vs. forward modes define whether the virus definitions and software updates are retrieved directly from the internet or from the configured upstream Policy Manager Server or other proxy. Forward proxy is used to minimize traffic between networks, for example between a branch office and HQ. Reverse proxy is used for example in environments where the proxy has no direct connection to the internet, or to minimize the load on the master server (or other forward proxy). By default the proxy is installed in forward mode. Set "-DreverseProxy=true" additional Java argument to switch it to the 'reverse' mode. You can verify whether PMP can download updates by checking the c:\program files (x86)\Management Server 5\logs\fspms-download-updates.log file. The following message is an example of downloading updates failing: 26.03.2019 14:47:44,034 ERROR [c.f.f.s.g.d.DownloadUpdatesService] - Error while checking latest updates org.apache.http.conn.ConnectTimeoutException: Connect to guts2.sp.f-secure.com:80 [guts2.sp.f-secure.com/220.127.116.11, guts2.sp.f-secure.com/18.104.22.168] failed: connect timed out.
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I've forgotten my My F-Secure password and tried to reset it but I am not receiving the password reset email.
Note: If you have F-Secure Internet Security, or F-Secure Freedome you can download the product from our Downloads page on the website. Verify that you have a valid My F-Secure account and are using the right e-mail address. If you've previously signed up via Facebook, you will not receive the email password reset. You can simply login via Facebook. You can only request a password reset if you have My F-secure account (F-Secure SAFE or F-Secure TOTAL order).
Check the Spam folder if the email does not appear in your inbox. Some email domains, like Gmail, will not allow any action unless the mail is moved to the inbox first. You need to move the email to the Inbox folder and click on the "password change" link.
If you have My F-Secure account, and still not receiving the password reset email, contact F-Secure support for further assistance.
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I would like to upgrade my F-Secure Internet Security or Antivirus subscription to F-Secure SAFE subscription. What do I do?
It is advisable to upgrade your current F-Secure Internet Security or Antivirus subscription to SAFE as close to the expiry date as possible. As F-Secure SAFE is a different product, the remaining days of your current Internet Security subscription cannot be automatically transferred to your new F-Secure SAFE subscription. To upgrade to F-Secure SAFE, simply allow your F-Secure Internet Security subscription to expire and purchase a new F-Secure SAFE subscription by going to the:
product web page, or; selecting the F-Secure SAFE buy option in the renewal email that you have received from F-Secure
As you go through the purchase process, you are asked to create a My F-Secure account. F-Secure SAFE subscriptions are accessed and managed through the My F-Secure service. Once your purchase is complete:
Create a My F-Secure account using the same email you used to make the purchase. Once created, check your email for an activation email sent by F-Secure, and activate your account by clicking link in the email. Your account is confirmed and created.
As F-Secure SAFE is a different product, download and install the product from the My F-Secure service. Follow the instructions below to install F-Secure SAFE on your devices:
How do I install F-Secure SAFE on my PC? How do I install F-Secure SAFE on my iPhone and iPad? How do I install F-Secure SAFE on my Android device? How do I install F-Secure SAFE on my Mac?
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I have renewed my F-Secure SAFE license, but my device shows license expired.
You might have purchased a subscription for a different product. Check the product installed on your device. If the product installed on your device is F-Secure Internet Security, then the subscription that you've purchased is for a different product. In this case, you need to uninstall F-Secure Internet Security from your device, and install F-Secure SAFE. Skip to the next step if this is not the case for you.
Install F-Secure SAFE on PC Install F-Secure SAFE on iOS Install F-Secure SAFE on Android Install F-Secure SAFE on Mac
If the product installed is the correct product for the subscription purchased:
Make sure that you have renewed an existing subscription instead of purchasing a separate new subscription. If you suspect that you might have purchased a separate new subscription, contact F-Secure Support for further assistance. If you use the login through Facebook, please verify you have installed SAFE from this account and not from the one with "normal" login. Try restarting your device, the product may just need to be refreshed to connect to our servers.
If your F-Secure account shows the correct number of devices and restarting your device doesn't fix the issue, you may need to reinstall the product on your device:
Uninstall and reinstall F-Secure SAFE on your PC:
Uninstall F-Secure SAFE using the F-Secure Uninstallation Tool. Restart your device. Release the previous installation license from My F-Secure so that you can reuse the same license again. Install F-Secure SAFE on your PC.
Uninstall and reinstall F-Secure SAFE on your phone:
Uninstall F-Secure SAFE app.
Go to App Store or Google Play Store.
Install F-Secure SAFE.
Login using the correct account.
F-Secure SAFE is now activated.
Uninstall and reinstall F-Secure on your Mac:
Open Finder, and click on Programs / Application.
Open the F-Secure folder.
Run Uninstall F-Secure SAFE.
After the uninstallation, restart the Mac.
Release the previous installation license from My F-Secure so that you can reuse the same license again.
Install F-Secure SAFE on your Mac.
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Subscription is still running out even though I have renewed. F-Secure Internet Security is still valid, but I received your "subscription is going to expire soon" message or the expiration date is not correct.
The subscription is not renewed when you pay for the product, but when you enter the new subscription code into the program. The order confirmation email has your new code, and you can activate it the following way:
Open F-Secure Internet Security. Click Renew or Manage subscription. Type in your license key. Click Continue.
If you have protected several computers previously with the same subscription key, you need to enter the key only to one of the computers. If F-Secure program is giving expiring or expired -notification on one of the other computers, try rebooting the computer in question by choosing Reboot from the Windows Start menu. Also please check the order confirmation for which product you have renewed. If you have had F-Secure Internet Security and you have now bought F-Secure SAFE, the order confirmation includes a button which you will use to create a My F-secure account for yourself and from there you can install our new product F-Secure SAFE. Note: Make sure that your Windows is up-to-date before renewing the product with the new code.
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When opening F-Secure SAFE or F-Secure Internet Security, I get an error "Computer is not protected". It also tells me to restart the device.
There are a number of reasons why your F-Secure security product (F-Secure SAFE or F-Secure Internet Security) is reporting "Computer is not protected":
Computer is pending a restart after a Windows or product update The product is not able to download the latest definition from F-Secure servers The product is malfunctioning
Follow the steps below one by one, and check after each step to see if it resolved the issue:
Restart the computer.
After restarting the computer, open the F-Secure SAFE or F-Secure Internet Security and check if the issue is resolved.
Perform a manual update on the product. Make sure your computer is connected to the Internet.
Open F-Secure SAFE or Internet Security. Click Tools. Click Check for updates.
Uninstall and reinstall the product. It may be malfunctioning.
F-Secure SAFE installation instruction F-Secure Internet Security installation instruction
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I forgot or lost my F-Secure Internet Security license code. How can I get it back?
If you have purchased F-Secure Internet Security directly from F-Secure, you can contact F-Secure Support and we should be able to find your license code in our system. Provide us with your email or reference number. If you still have an installation on one PC, you can provide us your account ID and we can find your license code. If you have bought the license code from a retail store, we do not have the information in our system.
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I have an existing installation of F-Secure Internet Security and I have a new license code. How do I add a new license code to this existing installation?
To activate a new F-Secure Internet Security license key:
Open F-Secure Internet Security program Click the Renew / Manage Subscription button in the upper part of the program window Insert the license code, and click continue
Once you have activated the new license key, the new subscription validity date is shown on the Landing page of the app. ** If you have an older version of F-Secure Internet Security (17.4 or older) then you should do it in this way:
Open F-Secure Internet Security program Click the grey question mark icon Click Add new subscription Insert the license code (that you received on email when you renewed) and click Next
Once you have activated the new license key, the new subscription validity date is shown on the Subscription keys page.
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Firefox blocked or disabled Browsing Protection. Error message - could not be verified for use in Firefox and has been disabled
This is a bug triggered on 4th May 2019 and currently being fixed by Firefox team. This bug has disabled a lot of add-ons and F-Secure is one of them. A temporary workaround has been released: https://blog.mozilla.org/addons/2019/05/04/update-regarding-add-ons-in-firefox/
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