After installing Elements Agent client with EDR subscription, the message « Device sensor is not operational » show up

Issue:

After installing Elements Agent client with EDR subscription, the message "Device sensor is not operational" is shown in the local Elements Agent user interface.

Resolution:

You need to ensure that you have allowed the network traffic to the following addresses in your network firewall. The client sensor silently collects activity from the endpoint on which it is installed and then submits a representation of this data to a backend.

To guarantee proper transmission, the endpoints need to be able to communicate over HTTP and HTTPS, port 443 with the services listed here:
https://community.withsecure.com/en/kb/articles/31217-network-addresses-for-withsecure-elements-cloud-managed-products

You should also allow connections to the digicert.com domain, as the Windows API may need to verify WithSecure services that are signed with a certificate that is issued by Digicert.

In case you have an SSL interceptor to intercept the network traffic, we recommend creating whitelisting on the SSL interceptor for the EDR addresses. EDR and Countercept use the same certificate pinning approach that prevents connectivity when TLS interception solutions are used.

Services that need to be whitelisted in the interceptor are:

• DIS
• Doorman
• FAMP/Response

If the connectivity is OK on the device and you still receive the error "Device sensor is not operational", you can check if the EDR sensor has at all been installed:

1. Right click the Elements Agent icon on the device
2. Click "Check for updates" 
3. Scroll down the "Update history" list and check if it includes an entry for WithSecure Sensor (64-bit) and that it shows status as "installed" 

If the WithSecure Sensor is completely missing or status is not installed, then the sensor installation failure can be due to a device having had Elements MDR or WithSecure Countercept installed on it before and the MDR or Countercept installation hasn't been fully uninstalled. 

Elements MDR and Countercept both have a similar WithSecure Sensor component and if it hasn't been uninstalled before installing Elements Agent, the installation of the Elements Agent version of the sensor will fail. 

To solve the issue, you will need to run the WithSecure uninstallation tool to uninstall both Elements Agent and Elements MDR / Countercept. You need to restart the device after running the uninstallation tool, then you can try to install Elements Agent back to the device.