CylancePROTECT Mobile known issues Skip Navigation

CylancePROTECT Mobile
known issues

CylancePROTECT Mobile
app (all platforms)
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.
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)
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)
CylancePROTECT Mobile
app for
iOS
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)
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.