Device Not Found After Renew License

Fai · 2024-12-27T12:36:35+00:00

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Why in WS Elements Security Center "Device Not Found" after Renewing License, but I checked the status in Client and it is still connected to Central Management.License status remains in use. The Security Event is still running, but the device is not found

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Sethu Laks

Hi @Fai

Assuming that the issue has been resolved as I can see the reported devices in portal was back to normal. If no, please let us know.

Thanks

Sethu

Sethu Laks

Hi @Fai

Thanks for providing us the information, I can see that you have already created a support ticket, and our support team has escalated the matter to the development team for further investigation and resolution.

You will receive an update by Thursday or as soon as the issue is resolved—whichever comes first. If the support team requests additional information, such as details about the KEY or PII, please provide those directly through the support ticket rather than sharing them publicly here in the community.

Fai

hi @Sethu Laks , thanks for your information.

I've reinstalled Withsecure on the client, but the Device List still doesn't appear.
Client status remains connected to Central management.
And the license status also depends on the amount used.
The event log remains normal, the only problem is that the device tab is "device not found" .
I have created a ticket, still waiting for a reply

License

Status On User

Device Tabs

Security Events

Sethu Laks

Hi @Fai

Thank you for reaching out to the WithSecure Community,

I understand that you’re encountering a situation where, after renewing the license for Elements EPP in WithSecure Elements Security Center, your device tab is showing as "Device Not Found,". Here are a few potential causes and solutions to help troubleshoot this issue.

After renewing the license, it may take some time for the changes to propagate across all systems. Try refreshing the Elements Security Center interface or log out and back in to ensure that the system syncs the updated license. You can also try restarting the client on the device to force a re-sync with Elements Portal.
The device might still be connected, but it might not have re-registered after the license renewal. Check if the device is properly registered in Elements Portal under the renewed license. If needed, you can unregister and then re-register the device to refresh the connection. Refer to this article:
How to change the subscription key of Elements Endpoint Protection Agent via the portal or locally on the device? - WithSecure Community
There might be temporary network disruptions causing the device to appear as "not found" even though it is running. Verify that the device has a stable network connection and can properly communicate with WithSecure servers. Ensure that there are no firewalls or DNS issues preventing the connection. Make sure the client device can connect to the Elements Portal. You can use the connectivity tool found on the device to check for connection issues: https://download.withsecure.com/connectivitytool/ConnectionChecker.exe
There could be a mismatch between the renewed license and the device's assigned profile, which might cause it to not show correctly in the Security Center. You can confirm that the license renewal was applied properly, and that the device’s profile is aligned with the new license settings.
Ensure the Element Agent client on the device is updated to the latest versions. Install any pending updates and check if the issue persists.

If none of the above fix your situation, Open a support ticket here, providing relevant details (license status, device information, error logs, wsdiag logs from one problematic host) to help us investigate the issue more thoroughly.