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