Avast WEBforum
Consumer Products => Avast SecureLine VPN => Avast SecureLine VPN for Windows => Topic started by: REDACTED on October 28, 2014, 04:07:08 PM
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I downloaded free trial version, after it had expired I bought one month subscription for $7.99. They sent me an e-mail with link to download the installation file, which lead to 404 error (http://secureline.tools.avast.com/tools/secureline/Avast_secureline_setup.exe). Also there was attached license file. Anyway, I opened my already installed trial version which said "Your subscription has expired". I inserted license file and got message "Your license file has been inserted successfully". Then I was advised that license was valid and was prompted to connect.
However, after an attempt to connect I got the message saying "Sorry, the SecureLine server has refused your license file". And then the program said again "Your subscription has expired".
These steps can be repeated many times, nothing changes and SecureLine does not work. I installed and deinstalled it many times, rebooted the PC many times. Nothing helps. And I have seen many people in this thread complaining without any solutions offered. So I will never use Avast SecureLine again. I am only happy that I haven't bought 1 or 2 years subscription which are more expensive.
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Last year I used a couple of times Secureline and there were some days that when got the message (I recall once it was not working for 2/3 days!)... the problem was usually due to Avast server problems and not to the licences... nevertheless I agree that when you buy a 30 days subscription and the 2/3 day it does not work is pretty bad and you should get some kind of compensation automatically. Secureline is probably the most expensive service they provide and being unstable is not the best :-\
Have you tried to open a Ticket on the service support?
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Also, there have been recent reports of Server issues over the last couple of weeks. It may already have been resolved.
I have purchased full year subscriptions in the past, and would also confirm, that the reliability of this service was not there to the level I needed.
There are still issues. :-\
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hello diebriefe,
did you open a support ticket? This should like an issue we could solve if you could send us your log file. You can get that by going to Program Data, Avast Software, Avast, Log, then find the SecureLine.txt file
That would give us the information we would need to identify your problem.
Thanks
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did you open a support ticket? This should like an issue we could solve if you could send us your log file. You can get that by going to Program Data, Avast Software, Avast, Log, then find the SecureLine.txt file
I have found SecureLine.log file, what to do further?
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you have to create a ticket here
https://support.avast.com/
submitting the relevant information.
Usually withing few days (hope to say nothing wrong!) you are contacted by a technician that will help.
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did you open a support ticket? This should like an issue we could solve if you could send us your log file. You can get that by going to Program Data, Avast Software, Avast, Log, then find the SecureLine.txt file
I have found SecureLine.log file, what to do further?
Also, After you submit a ticket you could post back here when you've been helped let us know how things turned out. :)
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Ok, guys, thanks. I did as you advised. Let's see.
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Hi diebriefe,
Can you please post your ticket number here so I can follow up directly? thanks
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Can you please post your ticket number here so I can follow up directly?
Ticket ID: PLB-655-17271
Support replied very fast but basically they sent me another license file which did not work either. I have to look for something else.
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Hello Diebriefe,
Just wanted to let you know that your refund was processed today. It usually takes a few days until the bank processes the refund but it is on it's way to your account now.
Sorry for the delay in responding and for the bad experience.
Regards,
Davidek
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Program worked fine for 2 months at least, then after i was charged for November something went wrong and the program constantly shows that my subscription has expired even though i was charged. Nov 2nd I sent a ticket, no reply yet. Unable to find where i cancel my recurring subscription to this program because my profile page shows no evidence of me ever purchasing. Now i have to contact my bank to block avast's billing specifically. Are there any issues like this with the upgraded main avast program?
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Program worked fine for 2 months at least, then after i was charged for November something went wrong and the program constantly shows that my subscription has expired even though i was charged. Nov 2nd I sent a ticket, no reply yet. Unable to find where i cancel my recurring subscription to this program because my profile page shows no evidence of me ever purchasing. Now i have to contact my bank to block avast's billing specifically. Are there any issues like this with the upgraded main avast program?
Hi and welcome,
If you start your own Topic/Thread and explain your specific situation/issue giving as much detail as possible, then possibly someone can help. :)
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Hello Diebriefe,
Just wanted to let you know that your refund was processed today. It usually takes a few days until the bank processes the refund but it is on it's way to your account now.
I got the refund, thanks. But really pity that I could not use SecureLine, it was quite helpful program and it worked pretty fine half a year ago.
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Hello Diebriefe,
Just wanted to let you know that your refund was processed today. It usually takes a few days until the bank processes the refund but it is on it's way to your account now.
I got the refund, thanks. But really pity that I could not use SecureLine, it was quite helpful program and it worked pretty fine half a year ago.
@ diebriefe
It's good to hear you have been refunded. :)
Following this Topic, I would be interested in 'what exactly the issue was'??
Did anyone from Avast, after you sent the "Log information" and details, get back to you with the "Reason for your License issues".
Did Avast find the Resolution?
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still no reply to my ticket from nov 2nd. Still being charged for a program that doesn't work. Completely forgot to contact my bank about this. 8) Quite finished with avast now.
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Hi nihilite01,
Really sorry for this inconvenience. Could you please send me your log file?
It can be found at C:. Program Data, Avast Software, Avast, Log. The file is named SecureLine.txt
This should definitely help us figure out what is going wrong.
Thanks,
David
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im buy - :D
lisenssi too
and format and pc -
i have 2 pc :o
i have troble because my lisence --
its count -- 2 times ..my pc -- :-[
programm not see its same machine--
if u --load new windows-or different-ver --
i pay -too much -
ewewrythingh pay ---avast-- :o
parts- vpn --must be free -
its exepensiewe --pogramm--too to mee- :-X :o
i load next F-secure- ???
its better -
i think--
sorry must see-
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Hi,
Please send me your log file. You can get that by going to C: Program Data, Avast Software, Avast, Log. The log file is named secureline.txt
This should help us identify the problem.
Thanks,
Davidek
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@ diebriefe
It's good to hear you have been refunded. :)
Following this Topic, I would be interested in 'what exactly the issue was'??
Did anyone from Avast, after you sent the "Log information" and details, get back to you with the "Reason for your License issues".
Did Avast find the Resolution?
The issue is described in the start post of the topic. Unfortunately Avast could not find the resolution. Now I'm thinking to try again and purchase new license.
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When I'm trying to do something with SecureLine, Avast returns message "Your Avast SecureLine VPN has been permanently blocked"
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When I'm trying to do something with SecureLine, Avast returns message "Your Avast SecureLine VPN has been permanently blocked"
Hmmm, did you do something illegal or inappropriate..!?
-> https://www.avast.com/acceptable-use-policy
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Hi, some time passed... I changed my pc (and also switched to Windows 8 from Windows 7). Time being SecureLine is working. Let's see.
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Am I doing something incorrectly? I purchased a 2 year license from Avast's website from my home PC for BOTH
1. Anti-virus
and
2. Secureline
because it advertised that i could install them on ALL my devices ie: PC's/Laptop/Tablet or Mobile Phones
Well I have ONLY been able to install and activate those two products on my PC and Laptop BUT my mobile phone (Samsung Galaxy S7 Edge)
or Tablet (Samsung Galaxy Pro 12) are UNABLE to run either of my purchased products. They both will only install the free anti-virus and the trial version of secureline.
When I log into my Avast account from my PC and PUSH the anti-virus to be installed on my cell phone it DOES install it BUT only the free version and NOT the PRO version which I PAID for? No matter how many times I uninstall it or clear the app data and reboot the devices there is NO way to get pro version of the anti-virus or secureline to install or run. YET if you download the free version from Google Play it gives you the option to upgrade to the premium version so is that the same as the Pro version?
Same is true with the SecureLine product. Works great on PC and Laptop but when installed on mobile device it doesn't recognize my VALID license file which I downloaded from Avast (My Account) after my purchase and saved it on my phone and browsed to it so the avast software would know where to look.
After two hours of BS trying to get this to work I read somewhere on Avasts website that purchased license files can only be used on the same platform? So I can't believe I am understanding this correctly. I was SOLD because the advertisement said "USE on ALL Devices" but when I try to use on ALL my devices it doesn't work? I promise I am not missing any hidden option to get it to work as I have tried every path there was to follow and Nothing leads to it working. I simply can't understand how the claim can be made that your purchase will work on all devices and then find on a support page 15 posts deep that an Avast person is telling a user that they need a DROID purchased license to work on a droid product? SO that means the TWO license I own DO NOT work on all devices "UNLESS" All devices have windows running on them which really means your PHONE and TABLET MUST be a windows based product, AVAST PLEASE Answer is that correct? Avast please clarify for you user base. I specifically made my purchase BASED on the statement that my purchased product "NOT THE FREE VERSION" would run on ALL my devices that includes a PC, Laptop, Tablet and TWO cell phones BUT nowhere does it say all devices must be windows based. Each 2 year license I own anti-virus and secureline fail to work on either our phones (mine or my wife) or our tablet. Please advise....
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Licensing is per platform.