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CylancePROTECT Mobile
 known issues

CylancePROTECT Mobile
 app for
Android
If you turn off hardware attestation, then turn it on again, the previous attestation state will be reported instead of initiating a new attestation check. (MTD-6839)
On
Samsung Galaxy
 S22 devices or later with
Android
 13 and the December 2022 security patch,
Samsung Knox
 Enhanced Attestation fails and is reported as a threat in the
CylancePROTECT Mobile
 app. (MTDPLR-21)
Workaround:
 Turn off
Samsung Knox
 Enhanced Attestation in the
CylancePROTECT Mobile
 policy assigned to devices until
Samsung
 resolves the issue.
When you navigate to a user's device details in the management console and view Alerts > Protect Mobile Alerts, if you try to filter the results to
SafetyNet
 or
Play Integrity
 attesation failure alerts, the results are not filtered and the following error message displays: "An error occurred. Please try again." (UES-13110)
Some status messages, tooltips, labels, and descriptions in the management console reference
SafetyNet
 attestation when they should reference
SafetyNet
 and
Play Integrity
 attestation. (UES-13010, MTD-7931, MTD-7927)
When
Play Integrity
 or
SafetyNet
 attestation fails, the user receives a notification on their device even if the Protect Mobile policy is not configured to display device notifications for attestation issues. (UESAPP-3962)
If a user’s default device browser is
Firefox
, after the user enters their activation credentials, the activation process does not start. This is due to a known issue with
Firefox
. (UESAPP-1804)
Workaround:
 Enable the "Open links in app" options in the Firefox settings on the device.
When the
CylancePROTECT Mobile
 app detects a restricted app (an app with a developer certificate that has been added to the malware and sideload detection restricted list in the management console), multiple alerts display in the app instead of a single alert. (UESAPP-1696)
CylancePROTECT Mobile
 app for
iOS
If Work Mode is enabled when the
CylancePROTECT Mobile
 app updates, a "
CylanceGATEWAY
 is disconnected" message is displayed and users are unable to connect to
CylanceGATEWAY
. (BIG-8649)
Workaround
: Start the
CylancePROTECT Mobile
 app or tap the pop-up message.
On certain devices, including
iPhone
 12 Pro Max and
iPhone
 SE 2020 (
iOS
 15.2),
CylancePROTECT Mobile
 policy changes that are sent from
Cylance Endpoint Security
 to the
CylancePROTECT Mobile
 app might not apply immediately if the app is running in the background. (UESAPP-2433)
False app integrity alerts might occur on
iPhone
 X
iOS
 14.6 devices. (UESAPP-2421)
CylancePROTECT Mobile
 app for
Chrome
 OS
If you turn on hardware attestation and set a security patch level for PixelBook devices, an alert is not displayed in the app and management console if a PixelBook Go device does not meet the patch level you specified. (UESAPP-2271)
On certain
Chrome
 OS, after a user enters their activation credentials, the user is not redirected to the
CylancePROTECT Mobile
 app and the activation does not complete successfully. (UESAPP-887)
Workaround:
 In the "Open with" prompt, select Protect and Open. If the prompt does not display, click the square with the arrow icon.
When a user scans their QR code to activate the
CylancePROTECT Mobile
 app and taps Continue, the user is not redirected to the
CylancePROTECT Mobile
 app and activation does not complete successfully. (EID-16707)
Workaround:
 Reload the browser page.