Issue:
Elements Agent (EPP for Computers or EPP for Servers) local user interface displays the error message: "Your subscription for this device has expired or it has been removed"
Resolution:
Check that the device has not been removed from the Elements Endpoint Protection Portal
- Log in to the Elements Endpoint Protection Portal
- Go to the Devices page
- Check if the device is shown on the devices list
If the device has been removed and added to the blocklist, follow these steps to restore devices from blocklist to allow the device to reconnect to the Elements Endpoint Protection Portal:
- Go to the Devices page
- Click on the action button (three dots) on the right side of the Devices title
- Click on Manage removed devices
- Click on the three dots on the right side of the device and select "activate"
Once the device has been reactivated, it will be allowed to reconnect to the Endpoint Protection Portal. If the device still does not appear in the portal, follow the steps in this help guide to reinitialize the Elements Agent.
Check that the license key is still valid
- Log in to Elements Endpoint Protection Portal
- Go to the Subscriptions page
- Check the Expiration column to see the expiry date
If subscription has expired, you need to contact your WithSecure reseller partner to renew the subscription.
Check for connectivity issues with the Elements Endpoint Protection Portal
- Make sure the client can connect to the Elements Portal. You can find the URL addresses in this WithSecure Community article
- Use the connectivity tool found on the device to check for connection issues: C:\Program Files (x86)\F-Secure\PSB\ui\wsconnectionchecker.exe
Article no: 000017941