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F-Secure PSB Computer Protection shows "check that your internet connection is working" error after entering subscription key - F-Secure Community
<main> <article class="userContent"> <h3 data-version="7" data-article="000008841" data-id="issue">Issue:</h3> <p>F-Secure PSB Computer Protection shows "Check that your internet connection is working and try again" error after entering subscription key during installation.</p> <h3 data-id="resolution">Resolution:</h3> <p>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:<br><br><b>Incorrect subscription key:</b><br></p><ol><li>Check that you are using the correct subscription key during installation</li><li>Double-check the spelling and verify from either your license certificate or from the <b>Subscriptions </b>page in the PSB portal that you are using a valid license</li></ol><b>Insufficient number of available licenses:</b> <ol><li>Check that there are still available licenses on the subscription key you're trying to use</li><li>In the PSB portal, go to the <b>Subscriptions </b>page and check the <b>Usage </b>column for the license in question. If there are no more available licenses, you have two options: <ul><li>Remove old installations that are no longer in use to free up licenses, or;</li><li>Acquire more licenses by reaching out to your F-Secure reseller partner or F-Secure sales contact</li></ul></li></ol> If you would like to remove old installations that are no longer in use to free up licenses, follow the steps below: <ol><li>Log in to the PSB portal</li><li>Go to the <b>Devices </b>page</li><li>Select the device(s) you want to remove, using the checkbox on the left</li><li>Click <b>Remove device</b> from the options at the bottom of the screen</li><li>Select <strong>Move to black list </strong>or<strong> Remove permanently </strong>depending on your use case</li></ol> After removing a device from the PSB Portal, the device will be added to a <b>black list</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 PSB Computer Protection on these devices, you need to remove these devices from the black list: <ol><li>Login to the PSB Portal</li><li>Go to the <b>Subscriptions </b>page</li><li>Open the action menu on the right side of the license</li><li>Click<b> Remove devices from black list</b></li></ol><b>Note: </b>If a computer is on the black list 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 black list to install the software again on that computer.<br><br><b>Installation file has been downloaded from the wrong PSB Portal:</b><br><br>The installation files for PSB Computer Protection are PSB 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. <p>Article no: 000008841</p> </article> </main>