CylancePROTECT Mobile

known issues

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)

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.

If you turn on Unsupported OS in a Protect Mobile policy and add OS 16.4.1.(a) to the unsupported list, when the policy is applied to a device, the

CylancePROTECT Mobile

app stops responding and closes instead of displaying an alert that the OS is not supported. Removing 16.4.1.(a) from the unsupported list in the policy does not fix the issue after it has occurred. This issue will be fixed in the next release of the

CylancePROTECT Mobile

app. (UESAPP-4012)

Workaround

: Remove 16.4.1.(a) from the unsupported list, then instruct impacted device users to uninstall, reinstall, and reactivate the

CylancePROTECT Mobile

app.

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.