Unit Says no License Available - was previously protected

I have a Samsung S7 that has been under my SAFE license protection and today it is saying no license available.  It show up on my browser (main computer) as not having connected in the last two weeks.

And yet, the drop down on the smartphone (from the top) says "Your device is connected".





Update.  So it (SAFE on my smartphone) said I had to release a license so I released the license for itself and then it said it was protected.

My wife's phone also says not connected in two weeks, so I logged into hers, and thought I would have to do the same thing, but it logs into SAFE no problem and says it is protected.  But still on the browser side on my computer, it says not connected for two weeks.

Best Answer

  • SethuSethu Posts: 644 Moderator
    Accepted Answer

    Hello @FloridaJo 


    So when you logged in your My F-secure account with browser on your computer,  you are getting the message "This device has not connected to My F-Secure during the last two weeks." on particular device that you named it for Samsung S7. If yes, the My F-Secure portal can in some situations show incorrect information regarding this due network interrupt or recent software update on your device. Would it be possible for you to try the following steps.


    1. You can force the device to update the status by restarting the device.

    2. You can try Clean app data for F-secure safe and check again.


    If none of the above solve the issue, you can try release the license and add it again on your wife's device.


  • FloridaJoFloridaJo Posts: 10

    After clearing data cache, had to release the license and reconnect the license.

    Now it is connected.


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