Issue:
As a user enters the subscription key during installation of Elements Agent , they receive an error message saying "Could not verify the subscription code. Try again later".
Subscription key can be for any of the following Elements products:
- Elements Endpoint Protection (EPP for Computers and EPP for Servers)
- Elements Endpoint Detection and Response (EDR for Computers and EDR for Servers)
- Elements Vulnerability Management
Resolution:
Check that not all the licenses are in use:
- Log in to Elements Security Center: https://elements.withsecure.com
- Select Management
- Select Subscription and check the number of licenses in use
If all licenses are in use, you can remove a previously installed device:
- Select Environment
- Select Devices
- Click on the white square on the left side of the device
- Click on remove device from the bottom of the screen
- Try the installation again
If the installation still cannot verify the subscription key, the device could be blocked, and you can activate the device by doing the following steps:
- 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"
Ensure that you are installing WithSecure Elements Endpoint Protection on a supported operating system. If you try to activate an Elements product on an operating system it does not support, you will receive the error "Could not verify the subscription code. Try again later". For more information on supported operating systems, check the respective product help guides for Elements EPP for Computers and Elements EPP for Servers.
It is also possible that the network is blocking necessary traffic to our services. This community article has more information to help resolve such issues. You can run the Connectivity Tool to check connectivity to the required addresses.
From Elements Agent version 22.1 onwards, the connectivity requirements have changed for the Elements Agent and Elements Connector so that the error might be appear because Certificate Revocation Lists (CRL) URLs are not allowed to access by firewall or proxy. Proceed to verify that connections to CRL URLs work. If you see that clients cannot send data to the portal anymore or are unable to validate the subscription key, then most likely CRL URL is blocked. Here is the full list of URLs to allow:
Note: The following requires HTTP access, not HTTPS
- ocsp.rootca1.amazontrust.com
- crl.sca1b.amazontrust.com
- ocsp.rootg2.amazontrust.com
- ocsp.sca1b.amazontrust.com
- crl3.digicert.com
- crl4.digicert.com
- ocsp.digicert.com
If any of the above has not helped it's recommended to download the WsUninstallationTool.exe from https://download.withsecure.com/uninstallationtool/WsUninstallationTool.exe and run it on an affected computer. After the uninstallation, reinstall the Elements Agent and during the installation the subscription key will be registered, and the product will be installed normally.
Article no: 000002440