SEP Cloud Windows agent displays unlicensed after enrollment fails.
Last Updated May 13, 2019
After installing or upgrading SEP Cloud (agent version 22.17.1 and later) to a Windows device, the agent shows that it is unlicensed. Additionally, the endpoint does not appear in the portal under Managed Devices. This occurs even though the group that the agent was to be enrolled in has sufficient licenses available on its associated subscription.
The user will see the following displayed in the SEP Cloud agent UI:
There is a problem with your license. Contact your administrator.
Starting with version 22.17.1 of the Windows agent release, this is caused when the agent fails to complete enrollment with SEP Cloud. This is typically caused by a network communication issue.
Note that this behavior has changed from previous versions of the agent, where the agent would often consume a license even if enrollment failed. This caused issues with license counts on the associated SEP Cloud account, as well as problems tracking and managing agents.
This issue can be resolved through the following steps:
Ensure that the Windows device is able to communicate properly with SEP Cloud. The following KB article provides specific details on what URLs the agent must communicate with in order to properly become enrolled and licensed:
Uninstall the SEP Cloud agent to the system once any network issues have been resolved. If you are unable to install SEP Cloud using Programs and Features, follow the steps in the following article to remove the client using the SymNRT tool. Note that steps 1 and 2 of this document may not apply, as in most cases the impacted agent will not appear in the portal: