CylancePROTECT Mobile

known issues

If a device is activated on

BlackBerry UEM

, internal apps that the user installs using the

BlackBerry UEM Client

are detected as sideloaded apps. (UESAPP-2125, UESAPP-2138, MTDLIB-165)

Workaround:

Add the apps to the sideload detection safe list in the

Cylance

console.

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)

If you remove an app from the

CylancePROTECT Mobile

safe list or unsafe list, it can take up to 30 minutes for that change to take effect on devices (for example, if an app is removed from the safe list and is considered malicious by the

CylancePROTECT

cloud services, it can take up to 30 minutes for the

CylancePROTECT Mobile

app to detect it). If malware detection is turned off on in a

CylancePROTECT Mobile

policy and you turn it on, it can take up to 30 minutes for the

CylancePROTECT Mobile

app to start detecting malicious apps. (UESAPP-2547)

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)

On devices with

iOS

16.2, if a user enabled SMS message filtering, the feature is turned off after the user upgrades the app. (UESAPP-3764)

Workaround:

: After upgrading the app, the user can turn SMS message filtering on 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.