Avast WEBforum
Consumer Products => Avast SecureLine VPN => Avast SecureLine VPN for Windows => Topic started by: REDACTED on May 11, 2016, 04:02:25 PM
-
I am able to connect to any one of several SecureLine VPN locations in Europe or North America (I am in the Middle East), but as soon as I do I lose my connection to the internet. This is the first time I have experienced any issues with internet connectivity through my SecureLine VPN.
The problem just appeared on 10 May, and I made no configuration changes to my computer. I'm running Windows 10, and Secure Line has worked great for me for the last six months.
Thoughts?
Thanks.
-
Hi geo.c.kelly,
We do know of a problem on Win10, we are working on a fix now. In the meantime, please try this workaround and let me know if this helps.
Details here: https://www.avast.com/faq.php?article=AVKB233#idt_02
Let us know if it works please.
-
I have same issue, I have tried the link you suggested, but it does not help. Can you help me?
-
Update to the latest version.
-
Avast updated, it still does not work.
-
Hi Sead,
could you please send me your Secureline.log located in C:\ProgramData\AVAST Software\Avast\log folder?
Thanks in advance,
HK
-
Yes me too currently trying to work out this issue!
-
Send your log to HK
-
So I have just tried all the advise on this page, nothing has worked. I am currently running a trial of VPN which expires next week, but I haven't really been able to use it, Running on windows 8.1
Grace
-
Hello Grace,
Please do share the log file with us. It is the best way for us to tell why things aren't working as expected.
Thanks,
Davidek
-
What does that mean "share the log file?"
-
I have found it from the previous instructions - I cannot copy and past the information - where am I to send the file to?
-
Hi Grace,
You can open a support ticket here:
https://support.avast.com/support/tickets/new?form=3
Please attach the log file to the ticket when you submit it.
Post the ticket number here when you are done and I will follow up with them directly.
Thanks,
Davidek
-
501790 - I have two days left now to sort this before trial expires. Is it possible to get emailed when there is a response? Its tiresome having to keep coming back to the this forum!?
-
Seriously can someone sort this out? All in all I have been trying to get someone at Avast to resolve this issue for 10 days now.
-
Is it possible to get emailed when there is a response?
Look at the "attachments and other options".
Seriously can someone sort this out?
Did you send avast the log file ?
If so, have patience as they are looking into it and trying to find the problem.
-
As I have said I have a ticket and have been trying to get help for 11 days now, I have been patient but trial is about to run out.
-
Yep its ran out now - so how will I be able to test if it is working? I would assume that you would extend my free trial why you take the time to even respond to my query. Really appalled by all levels of "support" from Avast!
-
Hi Dizgrace,
I checked the support ticket you opened and unfortunately there is no log file attached.
Without that it is tough to diagnose where the problem is. The log file can be found in C: Program Data, Avast Software, Avast, Log. You will see the SecureLine.log file here. Please add that to your support ticket and we will immediately check it.
Many thanks,
Davidek
-
518786
-
Is anybody even looking at this?
-
Is anybody even looking at this?
Did you follow Davidek's instructions (Reply #18) to add the requested log..!?
-
Yes - that is why I reposted the new number I was consigned! 518786.
I have also against my better judgement renewed my VPN subscription for a month, in the hope that someone will sort this matter out for me!
-
Yes - that is why I reposted the new number I was consigned! 518786.
OK, as it's weekend be patient, I'm quite sure Davidek will check your log soon.
-
I am getting seriously annoyed!
-
I am getting seriously annoyed!
Understandable, I reported it for you.
-
On top of this I have spent over an hour trying to get in touch with the tech team to sort this out - after spending a further £80 on Avast Total Support yesterday and after it being momentarily sorted, its back to square one again.
-
Hello Dizgrace,
We are still trying to pinpoint the issue but up until now haven't had any luck.
What we've done, though is gone ahead and refunded you the 80 pounds fee for total support, since that did not provide the resolution to your problem.
I assure you we will continue to troubleshoot this. If we aren't able to make it work during the course of your one-month license then we will definitely refund that as well. When we do get it fixed we'll make sure to let you know and offer you something for the frustration this has caused, like a free license.
We do take this matter seriously and sincerely apologize for the time lost and frustration you are experiencing.
Kind regards,
Davidek
-
Hello again Dizgrace,
We've determined that the problem is actually due to an issue with OpenVPN running on your PC. OpenVPN is the communication protocol that SecureLine VPN uses.
What I can suggest is the following:
1) Go to the start menu
2) Open Programs and Features
3) Click on Avast
4) Click Change at the top of the list of programs
5) A window will open, select Repair
6) Once the Repair function finishes, restart.
Please try this and let me know if it helps or not.
-
thanks David - I followed the steps that you suggested and this has not made a difference.
-
thanks David - I followed the steps that you suggested and this has not made a difference.
The next logical step would be:
If Repair doesn't fix the problem, try the following:
Clean Install of Avast:
https://goo.gl/4Ptzkf
-
Hey Bob
Thanks for this at the moment it does seem to be running ok - worked all day yesterday ok, the same thing occured in the evening but when I woke up this morning its ok ( fingers crossed) I will come back and try this step if I have a future problem. Hopefully its all rectified now.
Thanks again
-
Sounds good, thanks for the feedback.
-
Hello - not rectified, it keeps going back to the same old problem after a day or so of working ok.
-
Hello - not rectified, it keeps going back to the same old problem after a day or so of working ok.
OK, try a clean reinstall and report back.
-
this didn't work sorry for delay - I ahve not had much time free to deal with this - but managed to do this and it did nothing, I'm afraid.
-
this didn't work sorry for delay - I ahve not had much time free to deal with this - but managed to do this and it did nothing, I'm afraid.
OK, best you continue with support and/or Davidek.
-
I thought this was Support and I would like a response from David but you seemed to have taken over this matter!?
-
Feel free to PM Davidek: https://forum.avast.com/index.php?action=pm;sa=send;u=409222
-
Hi dizgrace,
We've looked into the log files you sent more deeply. Unfortunately there seems to be a problem with OpenVPN, the protocol that SecureLine uses. Since the re-install of Avast/SecureLine didn't work the only other thing we could suggest at this point would be to reinstall the OS. That is a pretty drastic step and understandably you may not want to go through all that.
So unfortunately we've hit a wall with finding any other cause/solution for this. A refund is something we'd of course be happy to offer you given the circumstances. And we certainly apologize for the frustration this has obviously caused.
Kind regards,
Davidek
-
Yeah give me a refund then please as I just signed up to another months subscription (that makes two months now) as I was hoping that this would get sorted. Also when I signed on yesterday it worked fine, and worked all day - so it will work but just consistently!
-
Refund please and response would be really nice - for anyone suffering the same problem, I signed up to Private Internet Access instead no porblems whatsoever and they respond to you when you need help!!
-
Hello
Sorry to jump on the bandwagon here but I'm having similar symptoms in that I too connect to SecureLine and as soon as I do, the connection to the internet just dies. If I disconnect, pages load fine as normal. I've done the drastic step of re-installing Windows 10 completely and re-installed everything so everything is completely refreshed and yet SecureLine still doesn't work. I'll raise a ticket with support too and see if they can help but I'm stumped too.
Have you checked with your ISP to see if there are any known issues with VPN software? That's what I'm going to do too.
-
Hello
Sorry to jump on the bandwagon here but I'm having similar symptoms in that I too connect to SecureLine and as soon as I do, the connection to the internet just dies. If I disconnect, pages load fine as normal. I've done the drastic step of re-installing Windows 10 completely and re-installed everything so everything is completely refreshed and yet SecureLine still doesn't work. I'll raise a ticket with support too and see if they can help but I'm stumped too.
Have you checked with your ISP to see if there are any known issues with VPN software? That's what I'm going to do too.
Is this happening for all locations or only certain ones ???
-
I have the same problem!!!! Don not have internet connection as soon as connected with SecureLine VPN. Windows10!
Can you help me?
-
As the problem seems to be with OpenVPN, there is nothing we or avast can do to solve it.
-
what is OpenVPN?
-
what is OpenVPN?
-> https://en.wikipedia.org/wiki/OpenVPN
-
I have the same problem!!!! Don not have internet connection as soon as connected with SecureLine VPN. Windows10!
Can you help me?
Which version of Windows 10 ???
I'm running preview build 14936 and have no problems using Avast SecureVPN
-
I have the version 1607. do you know this one? what can i do?
-
I have the version 1607. do you know this one? what can i do?
(http://screencast-o-matic.com/screenshots/u/Lh/1479132530638-88523.png)
As you can see, mine is also version 1607 it's the build that you're not stating.
-
Update -- We are pretty sure the issue is actually in the Avast Web Shield. We are looking into the reasons why the Web Shield and Win10 don't seem to be getting along.
Will update as soon as we have more info. Thanks for your patience
Davidek
-
To better address the issue we need exact version of Windows 10 you are using.
Please, run "winver" from your Start Menu or command line and post here the OS version (e.g. Windows 6.1 (Build 7601: Service Pack 1)).
Thank you.
-
Another update, after continuing analysis on the WebShield it seems it's actually caused by Microsoft. There are known issues in build 14936 of Win10. Microsoft knows about it and is working on a fix.
This is not something unique to SecureLine. Cisco anyconnect corporate VPN is also experiencing similar issues (as I know from personal experience) so it's an issue inside Win10 that is causing the issue.
Stay tuned for further updates on this topic.
Thanks,
Davidek
-
Please, is it possible to get priority for ticket #619930 (ID #613395) regarding this issue? I have attached log file in submitted request. Tnx
-
No, you just have to wait till it is your turn
-
Hey
So i had the same problems like everyone els, I use my wireless connection from my phone to my laptop and then it wont let me use the internet when i have activated Avast secureline, BUT if i connect the phone via USB instead of wireless the internet works, no matter which country i chose :)
-
I have the same problem here.