Product Announcements & Troubleshooting Extended Detection and Response Endpoint Protection

How to transfer or change a corporate customer company from old reseller partner to new?
Elements Connector cannot show welcome page after installation
Elements Connector error "Connection to the update server has failed for address https://guts2.sp.f-secure.com"
Elements portal shows Malware protection malfunction status for an Elements Endpoint Protection for Mac device
WithSecure Technical Support Engineer Elements portal access during a support request
error: "ERR_SSL_PROTOCOL_ERROR" after going to a HTTPS web page
Security Events reported User name does not reflect what is reported in the Windows Event viewer
OfficeClickToRun.exe was blocked from changing the "withsecure process"
Organizations drop-down list empty when trying to add Elements Endpoint Detection and Response Automated Actions rule
No test report sent when Security Events source is used for Elements Email notification and report

F-Secure Elements Agent GUI displays error: "Your subscription for this device has expired or it has been removed"

Issue:

F-Secure 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, follow these steps to restore devices from blocklist to allow the device to reconnect to the Elements Endpoint Protection Portal:

Go to the Subscriptions page
Click on the action button (three dots) on the right side of the subscription key and select Restore devices from blocklist

Once the list has been cleared, any removed devices still using the subscription key 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

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 F-Secure Community article
If you have a proxy in use, check the configuration with the help of this guide
Use the connectivity tool found on the device to check for connection issues: C:\Program Files (x86)\F-Secure\PSB\ui\fsconnectionchecker.exe

Article no: 000017941