{"id":4180,"date":"2026-06-08T18:00:34","date_gmt":"2026-06-08T15:00:34","guid":{"rendered":"https:\/\/support.withsecure.com\/en\/?post_type=support_article&p=4180"},"modified":"2026-06-08T18:00:34","modified_gmt":"2026-06-08T15:00:34","slug":"installation-of-withsecureelements-agent-shows-check-that-your-internet-connection-is-working-error-after-entering-subscription-key","status":"publish","type":"support_article","link":"https:\/\/support.withsecure.com\/en\/support-articles\/installation-of-withsecureelements-agent-shows-check-that-your-internet-connection-is-working-error-after-entering-subscription-key\/","title":{"rendered":"Installation of WithSecureElements Agent shows “check that your internet connection is working” error after entering subscription key"},"content":{"rendered":"

Issue:<\/h3>\n

Installation of WithSecure Elements Endpoint Protection Agent shows "Check that your internet connection is working and try again" error after entering the subscription key during installation.<\/p>\n

Resolution:<\/h3>\n

If you are connected to the internet and still getting the "Check that your internet connection is working and try again" error message during installation with a subscription key, follow the steps below to rule out other probable causes:<\/p>\n

Check for connectivity issues with the <\/b>WithSecure Connectivity Tool:\u00a0<\/b><\/p>\n

Before installing any WithSecure products, you can use the F-Secure Connectivity Tool to check whether or not the host is able to connect to the F-Secure backend systems. Later if you encounter issues with the installed products, you can use the tool to rule out any issues related to connectivity.<\/p>\n

    \n
  1. Download the F-Secure Connectivity Tool<\/a><\/li>\n
  2. Run it and check for errors<\/li>\n<\/ol>\n

    Incorrect subscription key:<\/b><\/p>\n

      \n
    1. Check that you are using the correct subscription key during the installation<\/li>\n
    2. Double-check the spelling and verify from either your license certificate or from the Subscriptions\u00a0<\/b>page in the Endpoint Protection portal that you are using a valid license<\/li>\n<\/ol>\n

      Insufficient number of available licenses:<\/b><\/p>\n

        \n
      1. Check that there are still available licenses\u00a0on the subscription key\u00a0you're trying to use<\/li>\n
      2. In the Endpoint Protection portal, go to the Subscriptions\u00a0<\/b>page and check the Usage\u00a0<\/b>column for the license in question. If there are no more available licenses, you have two options:\u00a0\n
          \n
        • Remove old installations that are no longer in use to free up licenses, or;<\/li>\n
        • Acquire more licenses\u00a0by reaching out to your F-Secure reseller partner or F-Secure sales contact<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n

          If you would like to remove old installations that are no longer in use to free up licenses, follow the steps below:<\/p>\n

            \n
          1. Log in to the Elements Endpoint Protection portal<\/li>\n
          2. Go to the Devices\u00a0<\/b>page<\/li>\n
          3. Select the device(s) you want to remove, using the checkbox on the left<\/li>\n
          4. Click Remove device<\/b> from the options at the bottom of the screen<\/li>\n
          5. Select\u00a0Move to blocklist <\/strong>or\u00a0Remove permanently\u00a0<\/strong>depending on your use case<\/li>\n<\/ol>\n

            After removing a device from the Endpoint Protection Portal, the device will be added to a blocklist<\/b> so that it will not be able to connect to the portal anymore and take a license into use. To be able to reinstall Elements Agent on these devices, you need to remove these devices from the blocklist:<\/p>\n

              \n
            1. Login to the Endpoint Protection Portal<\/li>\n
            2. Go to the Subscriptions <\/b>page<\/li>\n
            3. Open the action menu on the right side of the license<\/li>\n
            4. Click\u00a0Remove devices from blocklist<\/b><\/li>\n<\/ol>\n

              Note:\u00a0<\/b>If a computer is on the blocklist and you try to use the subscription key on that computer, you will get the same "Check that your internet connection is working and try again" error message. You will need to remove the devices from the blocklist to install the software again on that computer.<\/p>\n

              Installation file has been downloaded from the wrong Endpoint Protection Portal:<\/b><\/p>\n

              The installation files for Elements Agent are portal specific. Make sure you have downloaded the installation file from the correct portal. You can verify the portal the subscription key belongs to from your license certificate.\u00a0<\/p>\n

              Its also suggested to check the uptime of the Computer, if its running from too long than reboot the workstation\/server and then try to install it again.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

              Installation of PSB products says check internet connection when trying to install with subscription key<\/p>\n","protected":false},"template":"","support_article_product":[99],"class_list":["post-4180","support_article","type-support_article","status-publish","hentry"],"acf":{"source_foreign_id":"000005770","source_version":3,"source_system":"salesforce","source_date_updated":"2026-06-08 15:00:34","import_hash":"cfab7f886efde005c6ccaa2f1c24ee539ea7c80d","vanilla_article_id":32353,"vanilla_url":"https:\/\/community.withsecure.com\/en\/kb\/articles\/32353-installation-of-withsecureelements-agent-shows-check-that-your-internet-connection-is-working-error-after-entering-subscription-key","vanilla_kb_id":30,"vanilla_category_id":102,"machine_translated":false,"reactions_helpful_yes":0,"reactions_helpful_no":0},"_links":{"self":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/support_article\/4180","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/support_article"}],"about":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/types\/support_article"}],"wp:attachment":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/media?parent=4180"}],"wp:term":[{"taxonomy":"support_article_product","embeddable":true,"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/support_article_product?post=4180"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}