CylancePROTECT Mobile

known issues

As of October 2024, the risk assessment settings that used to be in the risk assessment policy have been moved into the

CylancePROTECT Mobile

policy, and risk assessment policies have been removed from the console. If a user had a risk assessment policy assigned when this change occurred, and you do not configure the risk assessment settings in assigned

CylancePROTECT Mobile

policies, the device risk level in the device details will display as "Secured". The device risk level displayed in Assets > Mobile devices may be different because it is based on the previous risk assessment policy configuration. (MTD-8119)

Workaround

: Configure the risk assessment settings in the

CylancePROTECT Mobile

policies that are assigned to users. When a threat is detected, the configured risk level will be displayed in the console.

As of October 2024, the risk assessment settings that used to be in the risk assessment policy have been moved into the

CylancePROTECT Mobile

policy, and risk assessment policies have been removed from the console. In some cases, "Invalid date" displays on a user's risk level pop-up when you view the device details in the console. (MTD-8118)

Workaround

: Configure the risk assessment settings in the user's assigned

CylancePROTECT Mobile

policy. The "Invalid date" message will be removed when the changes are applied to the device.

As of October 2024, the risk assessment settings that used to be in the risk assessment policy have been moved into the

CylancePROTECT Mobile

policy, and risk assessment policies have been removed from the console. When you view a user or group in the console and click the option to assign a policy, you are still able to select and assign risk assessment policies even though they are no longer functional. (UES-18095)

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.

If the

Chrome

browser is disabled on a user's

Samsung

device, and

Samsung

Internet browser is the only available browser, the user cannot activate the

CylancePROTECT Mobile

app using the QR code or the "Enter credentials from your activation email" option. The activation does not complete and a "Sign-in failed" error displays. (UESAPP-4175)

Workaround

: The user can enable the

Chrome

browser and try to activate again, or users can activate the

CylancePROTECT Mobile

app using the "Sign in with your account credentials as instructed by your administrator" option.

If you configure Intune app protection policies to work with CylancePROTECT Mobile, and your

Intune

environment does not use classic conditional access policies, after a protected

Microsoft

app is installed on the device, the user is prompted to install the

Microsoft Authenticator

app instead of the

Intune

Company portal app. If registration is completed with

Microsoft Authenticator

, the device will show an N/A compliance status in the

Intune

admin center. (UESAPP-4115)

Workaround

: Deploy and instruct users to complete registration with the

Intune

Company portal app.

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)

In certain circumstances, when a user tries to activate the

CylancePROTECT Mobile

app using a QR code or the option to "Enter credentials from your activation email", the user may be shown a welcome screen that indicates that authentication is complete, but the activation did not complete successfully. When the user taps Continue, nothing happens. (UESAPP-3875)

Workaround

: Instruct the user to clear the

Safari

browser cache, remove and reinstall the

CylancePROTECT Mobile

app, and to try the activation again.

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)

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.