Avast WEBforum
Consumer Products => Avast SecureLine VPN => Avast SecureLine VPN for Windows => Topic started by: REDACTED on January 28, 2015, 08:59:49 PM
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Does anyone know why Secureline keeps disconnecting itself for no apparent reason? I connect to the UK and sometimes it will stay on for some hours and others disconnects itself every 5/10 minutes.
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Hi
This seems to be an 'on-going' problem from the beginning. I used Licensed Secureline for 2 straight years and disconnecting was a reoccurring problem and I see still exists.
Could be Server Issues, try other locations sometimes worked.
If I had to guess, for me (in 2 years)I figured Secureline was disconnecting 25% of the time.
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Hi Nick,
Could you please send me your log file? You can get that by going to Computer, C:, Program Data, Avast Software, Avast, Log. The log file is named secureline.txt
This can help us understand the issue. Also, could you provide me the IP address?
Thanks,
Davidek
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I purchased SecureLine VPN to be "secure". But, obviously I am not secure.
I launch SecureLine, all appears OK. Then, for no apparent reason, SecureLine disconnects. So, there I am. Naked, exposed to the world, when I thought I had both clothes and armor on.
This has happened twice in the last 15 minutes.
I'm naked. Where's my protection ?
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Hi Clark,
Sorry for the late reply.
If you look at my previous post in this thread you'll see instructions on how to get your log file. Could you please send that to me?
There are certain things out of our control that could impact your connection. A weak wifi connection, firewall rules/network rules might impact that. Those are not common cases though but might be mitigating factors.
Look forward to receiving your log.
Many thanks,
Davidek
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David, I'd be happy to help with this as I'm experiencing similar behavior on both my iOS devices. Is there a log or other diagnostic information I can find/share?
They are:
iPad running v 8.3 (12F69)
iPhone 5S running v 8.3 (12F70)
The SecureLine software is version 3.1.1. Data compression is off. I usually connect to my home network, a wifi network with a DHCP assigned address that tends to be static except when/if the router is reset, maybe once a month or so.
The VPN is configured to use the optimal location - in my case, that tends to usually be Seattle, WA. I have tried manually changing it to a specific site, but it seems to exhibit the same behavior, which is random disconnect whether it's on/active or off/sleeping. Matter of fact, the VPN dropped while I was writing this post. Usually it prevents me from accessing the internet, sometimes it connects on its own. I have tried stopping other apps except SecureLine and then let it focus on reconnnecting, which usually works, but is obviously disruptive to whatever else I was doing at the time.
Hope this is helpful. I like the app, but these connection drops are making me consider de-installing it. Thanks!
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I am having similar problems on a Nexus 7(2012) operating Android jelly bean. Drops the line constantly and drags performance while connecting and disconnection. Also wreaks havoc turning the display each time it engages. Could you provide instructions on how to access the logs on that device?
Thanks!
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A follow up question. Selection "Optimal location" seems to send SecureLine on an endless chase to find a location, connecting and immediately dropping the connection. When I attempt to select a specific city I get connection but it keeps dropping. As I noted above, all the while, performance on the rest of the device is severely disrupted. I'm writing this on my workstation because my tablet is almost useless when I attempt to use SecureLine. Any assistance is appreciated. Thanks!
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Now, and for 5 of the last seven days, Secureline does not connect to London - it goes to Germany instead - as I am using to view geographically restricted websites this is worse than useless. I have always been very happy with Avast antivirus but I think their Secureline venture really lets them down. I am beginning to think that I have no option but to change my VPN supplier f I want to have a trouble free connection.
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Now, and for 5 of the last seven days, Secureline does not connect to London - it goes to Germany instead - as I am using to view geographically restricted websites this is worse than useless. I have always been very happy with Avast antivirus but I think their Secureline venture really lets them down. I am beginning to think that I have no option but to change my VPN supplier f I want to have a trouble free connection.
Did you send the logs Davidek requested in Post #2 back in January?
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Now, and for 5 of the last seven days, Secureline does not connect to London - it goes to Germany instead - as I am using to view geographically restricted websites this is worse than useless. I have always been very happy with Avast antivirus but I think their Secureline venture really lets them down. I am beginning to think that I have no option but to change my VPN supplier f I want to have a trouble free connection.
Hi,
See the thread - "Does not connect to required server" - you should be able to connect to London now...
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My Secureline self-disconnects also. I cannot find Log folder or secureline.txt in the location mentioned by previous Avast staffer. I have Win 8.1, Avast free plus Secureline 2yr license.
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Hi AussieChick
Snip> "You can get that by going to Computer, C:, Program Data, Avast Software, Avast, Log. The log file is named secureline.txt"
"Program Data" will be a 'Hidden Folder'.
You will have to change your setting in Folder Options under "View".
Make sure 'Hidden Folders' is check marked.
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"Program Data" will be a 'Hidden Folder'.
Hi schmidthouse,
Thanks for that.
Found the file,
though my text file is called SecureLine.log rather than .txt
Log file says:
This error has occurred more than once:
Tue Jul 07 10:45:35 2015 --- OVPN: TLS Error: local/remote TLS keys are out of sync
Tue Jul 07 10:45:35 2015 --- Disconnect requested.
Tue Jul 07 10:45:35 2015 --- Disconnect request processed, shutdown event was set.
Tue Jul 07 10:45:35 2015 --- OVPN: SIGTERM received, sending exit notification to peer
Tue Jul 07 10:45:41 2015 --- ErrorUnknownConnectionError
Tue Jul 07 10:45:41 2015 --- StateDisconnecting
And this one (many times):
Mon Jul 06 12:47:49 2015 --- OVPN: Authenticate/Decrypt packet error: packet HMAC authentication failed
This one:
Mon Jun 01 18:17:56 2015 --- OVPN: Authenticate/Decrypt packet error: bad packet ID (may be a replay): [ #889433 ] -- see the man page entry for --no-replay and --replay-window for more info or silence this warning with --mute-replay-warnings
Tue Jul 07 10:45:41 2015 --- StateReady/StateDisconnected
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I have PM'd someone who may be able to assist in deciphering the Secureline log and shed some light on this issue :)
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I have PM'd someone who may be able to assist in deciphering the Secureline log and shed some light on this issue :)
Thank you again Schmidthouse. Hopefully they can help.
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I have PM'd someone who may be able to assist in deciphering the Secureline log and shed some light on this issue :)
Thank you again Schmidthouse. Hopefully they can help.
I see you have had no response yet. Unfortunate. ???
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I have same problem. 1-3 times per day it keeps disconnect from London server. It's almost impossible to work with such VPN. I sent my log file. Hopefully avast will fix it.
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Hi Aussie Chick
I am having the same issue. Disconnected 5 times in the last 24hrs while DL'ing. Hardly seems worth $120 per year if I'm not secure! I am in Tas and connect to Melbourne. Are you also connecting through Melb?
My log from last disconnection if anyone can help please:
Sun Aug 02 08:05:01 2015 --- StateConnected
Sun Aug 02 08:05:01 2015 --- ToasterNotifyAutoConnected
Sun Aug 02 08:05:01 2015 --- Attempting to retrieve connection info
Sun Aug 02 08:05:01 2015 --- slw-mel
Sun Aug 02 10:27:24 2015 --- OVPN: TLS Error: local/remote TLS keys are out of sync: [AF_INET]168.1.69.109:1194
Sun Aug 02 10:27:24 2015 --- Disconnect requested.
Sun Aug 02 10:27:24 2015 --- Disconnect request processed, shutdown event was set.
Sun Aug 02 10:27:24 2015 --- OVPN: SIGTERM received, sending exit notification to peer
Sun Aug 02 10:27:29 2015 --- ErrorUnknownConnectionError
Sun Aug 02 10:27:29 2015 --- StateDisconnecting
Sun Aug 02 10:27:29 2015 --- StateReady/StateDisconnected
----------------------------------------------------------------------
Sun Aug 02 10:34:27 2015 --- SecureLine driver is installed
Sun Aug 02 10:34:27 2015 --- StateConnecting
Sun Aug 02 10:34:27 2015 --- slw
Sun Aug 02 10:34:28 2015 --- OVPN: OpenVPN 2.3_git Windows-MSVC [SSL (OpenSSL)] [LZO] [PKCS11] [eurephia] [IPv6] built on Sep 16 2013
Sun Aug 02 10:34:29 2015 --- OVPN: UDPv4 link local: [undef]
Sun Aug 02 10:34:29 2015 --- OVPN: UDPv4 link remote: [AF_INET]168.1.69.109:1194
Sun Aug 02 10:34:29 2015 --- OVPN: WARNING: this configuration may cache passwords in memory -- use the auth-nocache option to prevent this
Sun Aug 02 10:34:31 2015 --- OVPN: [mel02.ff.avast.com] Peer Connection Initiated with [AF_INET]168
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As this has been read 2500 times it is obviously a common problem. Please fix asap
I should have also said I am on a windows laptop running Win 7
Thanks
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Submit a ticket: https://support.avast.com/Tickets/Submit
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Ticket submitted I'll see what response is
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Ticket submitted I'll see what response is
Post your Ticket # Here in the Topic when you don't get a response.
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Hi candystrat,
Thanks very much for reporting this issue. We've done some preliminary analysis and we believe we are on a good path to figuring out why this is happening. It is one of our top priorities to solve this asap. Before the end of the week I will post back with an update.
Thanks,
Davidek
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:)Received a response today, followed instructions so will now wait and see if this has fixed problem.
Very happy with quick response so hope it works :)
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Hi candystrat,
Thanks very much for reporting this issue. We've done some preliminary analysis and we believe we are on a good path to figuring out why this is happening. It is one of our top priorities to solve this asap. Before the end of the week I will post back with an update.
Thanks,
Davidek
That is certainly encouraging news. Looking forward to it also :)
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As this has been read 2500 times it is obviously a common problem. Please fix asap
Submit a ticket: https://support.avast.com/Tickets/Submit
2500 tickets? It's obviously a soft problem, so the developers must fix it.
P.S. I did the ticket(with logs). The answer was to reinstall avast antivirus(the question was about VPN, I don't use avast antivitus). Second answer was to install avast antivitus. Perfect.
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Hi candystrat,
Thanks very much for reporting this issue. We've done some preliminary analysis and we believe we are on a good path to figuring out why this is happening. It is one of our top priorities to solve this asap. Before the end of the week I will post back with an update.
Thanks,
Davidek
Thanks, looking forward for that.
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I have heard from a Developer that there is a new version for Windows in the pipeline.
Greetz, Red.
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As this has been read 2500 times it is obviously a common problem. Please fix asap
Submit a ticket: https://support.avast.com/Tickets/Submit
2500 tickets? It's obviously a soft problem, so the developers must fix it.
P.S. I did the ticket(with logs). The answer was to reinstall avast antivirus(the question was about VPN, I don't use avast antivitus). Second answer was to install avast antivitus. Perfect.
Exactly, too many folks are unaware that Secureline VPN is offered as a STAND ALONE software Program and does not require the installation of Avast Anti Virus.
I mentioned in another post that a NEW HP Laptop I purchased had Avast SECURELINE PRE-INSTALLED with a 30 day trial; along with McAfee Anti Virus. I ditched McAfee and kept Secureline with yearly License.
Avast Tech support needs to Recognize the Standalone from the Installed version with AVAST and provide appropriate support! ???
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I received the following instructions:
Please try to repair and update your Avast installation first. You can do so by following these steps
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1. Click on Start > Control Panel > Uninstall a Program (Programs and Features, Add or Remove Programs) > Avast installation > Click on "Uninstall/Change" > Repair
2. After the repair, please make sure that you have the most recent version of Avast - 2015.10.3.2225.
To do that, please open Avast and go to > SETTINGS > Update > Program > Update and update your Virus definitions as well.
3. Restart your computer.
After that please activate your Avast SecureLine VPN subscription again:
1. Save the license file attached to this e-mail on your computer.
(Your license file can be also resent to you by filling up this form:http://www.avast.com/resend-license-paid.php )
2. Double-click on this file.
3. Verify that the information is correct, press YES and your license will be inserted into your program automatically.
Followed the instructions above and my Secureline VPN has been working perfectly for 4 days now! So yes, it is just a matter of repairing and re-installing but it worked for me!
Thanks Avast Technical Support I can only suggest anyone having this problem log a ticket with tech support.
Cheers Dean
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It's been a couple of weeks now, still happening but nowhere near as often. Appreciate if tech support can keep working on problem and include it in next update.
Cheers Dean
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It's been a couple of weeks now, still happening but nowhere near as often. Appreciate if tech support can keep working on problem and include it in next update.
Cheers Dean
Also, as mentioned in Post #29, this 'fix process' is not applicable if a user is using the Standalone Version which does not require Avast Anti Virus to be installed.
So how does this apply to fix the issue if they didn't have Avast installed and thus No Repair Option. ???
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Called Avast today about secure line "disconnecting". The recording kept saying that a technician would be with me in one minute. After 10 minutes (kept getting the same thing.......in one minute) I hung up.
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Called Avast today about secure line "disconnecting". The recording kept saying that a technician would be with me in one minute. After 10 minutes (kept getting the same thing.......in one minute) I hung up.
When did your issue start.
Was secureline working prior??
Have your tried all other Server Options to see if connection is better?
If you have Secureline with Avast Anti Virus have you tried a "Repair" of you avast installation:
>>>>For a Repair go to Control Panel/ Programs&Features/ Avast and click Uninstall/Change.
The Avast installation options screen will appear, scroll up/down and choose "REPAIR".
Be sure to reboot after the process is complete
If that hasn't helped then I suggest you submit a Ticket, explain your issue in detail. If the product isn't working and you paid for the service you could also request a refund.
Contact Avast support:
http://support.avast.com (http://support.avast.com) > Scroll down and Submit a Support Ticket
NOTE: The support process can take 7-10 Business days. Keep in mind the "Holiday Season". :)
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Hello,
I just wanted to know if any one had a fix for this subject yet. as i'm on 12.12272(Build 12.1.3076.0) and am still have this problem. i have put about 9 posts on here but haven't seen a single one of my posts appear yet may be this one will be lucky. Just a quick note on what i have done so far i have followed all the instruction to the letter in the topic summary and have been following the post in the secure line disconnection.
I have found it is roaming when disconnected for a new connection.
I have found it is not protecting any one while in this mode.
I have found this is not the correct way to use this type of connection.
i have found connections of this type are not secure and can be traced and hackers can connect to you and your connection at the other end quite simply.
Is this true i would like to know
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I've been having this problem too. Rright now is intermittent. I thought it might be when the secureline app losses focus/ not " on top." I started troubleshooting. I also turned off power save mod. For the moment it seems to be staying connected. I use note 4, and I can force it to stay open when I use other apps as pop up app.
So... seems to work to either:
* turn off power sav,
* keep the secureline app open and" on top" While running other apps as pop-ups
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This problem still exists, I have paid for versions of both Avast and secureline, secureline fails intermittently leaving me vulnerable while watching videos.
I am adding to this post because I think that there's a piece of information that hasn't been mentioned yet that may help.
The video freezes for a short while and when it resumes the VPN is turned off.
I believe that this is being done by ISP's when they know that a user is being protected by using a VPN, It seems to me that if the ISP interrupts the connection for a short time that the VPN turns itself off, and when the connection is re-established the video continues with the VPN turned off.
If I am correct then we are all being made fools of, and a fix for this issue is needed to stick it to them.
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This problem still exists, I have paid for versions of both Avast and secureline, secureline fails intermittently leaving me vulnerable while watching videos.
I am adding to this post because I think that there's a piece of information that hasn't been mentioned yet that may help.
The video freezes for a short while and when it resumes the VPN is turned off.
I believe that this is being done by ISP's when they know that a user is being protected by using a VPN, It seems to me that if the ISP interrupts the connection for a short time that the VPN turns itself off, and when the connection is re-established the video continues with the VPN turned off.
If I am correct then we are all being made fools of, and a fix for this issue is needed to stick it to them.
Hi, see: https://forum.avast.com/index.php?topic=217416.0