WithSecure Outage History

We are currently investigating an issue where the quoting tool in the new WithSecure Partner Portal is not working. Therefore, no new orders can be placed. We are working on this issue with the highest priority and ask our partners to hold orders until the portal is restored. Please follow this incident for updates.

Currently Elements Security Center doesn't respond properly when adding/deleting/managing devices, creating admin, showing devices, etc. A temporary fix was applied, however root cause is still under investigation. --Symptom 1 Installing EPP to new device, then the device won’t show up in Elements Security Center. --symptom 2 Existing devices are shown multiple n Elements Security Center. --Symptom 3 Register new license with admin user from Self-registration site(Or adding new admin user from existing company account in Elements Security Center), then the error is shown. Next Steps are to finding out the root cause for this issue. Products/Customers affected by this incident are Elements Security Center Admin/Users. Visible effects of this are instability device management in Elements Security Center

Updated configurations in backend as mitigation. The performance degradation is slowly improving after that. The investigation for root cause is still ongoing.

Mitigation action seems to be successful. Next step is investigating root cause in standard business hours and monitoring the situation 24/7.

We are currently investigating an issue where submitting a support request from our support pages does not work. There is no error message on the webform. If you have submitted a support request and have not received an automated response with a case number, you are affected. Partners: Please submit your support request from the Partner Portal Customers with advanced or premium support: Please submit your support request from the eService portal Other customers: Please submit your support request again, once the issue is resolved. In urgent cases, please give us a call. Our phone numbers and opening hours: https://www.withsecure.com/en/support/contact-support/call-support Login to Partner Portal and eService: https://www.withsecure.com/en/login

Cosmos is currently experiencing a degraded state due to high query volume, which may be causing delays in remote operations via PUSH. We are actively investigating the cause of the issue and will provide updates as soon as it's identified.

We are investigating a delay in the creation of Broad Context Detections (BCD) in WithSecure Elements Endpoint Detection and Response. BCDs appear with a delay of up to 40 Minutes in the WithSecure Elements portal. We are working to reduce the delay with the highest priority.

We are investigating an issue where remote operations in WithSecure Elements Endpoint Protection, Endpoint Detection and Response, Managed Detection and Response as well as Business Suite Client Security and Server Security are executed with a delay. Push notifications from clients may also arrive with a delay to the WithSecure Elements portal.

We are investigating an issue with WithSecure Elements Collaboration Protection. When a cloud connection is newly established or refreshed, despite the UI showing "connected", there will be no SharePoint sites or Teams Channel listed as protected. The Exchange functionality and One Drive are working as expected. We are working on resolving the issue.

We are currently investigating an issue where the Microsoft Sentinel connector is not receiving security event data from WithSecure Elements. Affected are all customers using the Sentinel connector.

We are investigating an issue where WithSecure Elements Endpoint Detection and Response Linux sensor as well as the response components may stop running after a reboot. Other platforms are not affected. To workaround the issue, execute the master-switch off command, followed by master-switch on on the affected host. This will restore full functionality on the host. We are working on resolving the issue for all affected hosts.

We are investigating an issue where WithSecure Exposure Management findings for identities are inconsistent. The portal may falsely report "no issues found", hence previously visible recommendations related to Identities might be missing. Any new issues will continue to be detected and recommendations given for.

We are investigating an issue where WithSecure Elements Endpoint Protection automated tasks do not start. Affected platforms are Windows Client & Server as well as Mac. Symptoms are: Software Updater automatic installation does not work at all File scanning task, which is configured via Automated Tasks, does not start Shutdown, restart, and other automated tasks do not start 3 or more fshoster32.exe processes are running

We are investigating an issue were WithSecure Elements Endpoint Detection and Response (EDR) response actions might fail when using non-english portal localization. We recommend to switch to English if you encounter the issue until we have resolved it. We apologize for the inconvenience.

We are currently investigating an issue where logging in to WithSecure Elements security Center fails.

We are investigating reports that the WithSecure Elements Endpoint Protection profile editor for mobile profiles is not working correctly. Changes can not be saved.

We are investigating an issue where ordering is not available in WithSecure Partner Portal. We are asking our partners to follow this incident and file orders once the service is restored.

We are investigating a major outage of WithSecure Elements Collaboration Protection. We estimate that a significant portion of mailboxes are not protected. Also Sharepoint, OneDrive and Teams protection are partially affected. We work with the highest priority on this issue.

We are investigating an issue where the ordering functionality in WithSecure Partner Portal is unavailable for some partners. We are working with the highest priority on restoring the functionality. Please refrain from submitting manual orders.

The Identities view in Elements Exposure Management fails to display data after a successful scan for newly onboarded customers. The message displayed will be "No identities found."

We are investigating an issue where some installed WithSecure Elements devices may not be visible in the Elements Security Center despite devices being protected and licenses are taken into use.

We have limited the impact to a small set of customers. Affected customers may experience also an TX-ID error when elevating a BCD from an affected device. In this case, please reach out to Technical Support with the BCD ID. https://www.withsecure.com/en/support/contact-support/call-support We continue working on this issue.

We are investigating an issue where some WithSecure Elements Exposure Management network scans using cloud scan nodes remain at 0% even after sufficient wait time.