Avast WEBforum

Avast Products => Avast SecureLine VPN => Topic started by: orwell1984 on December 07, 2017, 01:45:36 PM

Title: VPN license rejection
Post by: orwell1984 on December 07, 2017, 01:45:36 PM
When I try to turn on my VPN, a pop-up says the Secureline VPN server "has refused your license file".

It was working fine until a couple of days ago, then I got an email stating:

   Have you got a new PC, or did you just reinstall your operating system? We ask, because we noticed you haven’t been using your Avast Pro Antivirus. It would be a shame to waste the 541 days still left on your license, so why not reinstall it now?

Why i got that, I don't know. Anyway, I followed the link and reinserted the license file, and everything works as normal, except this. If I go into subscriptions, it says the VPN subscription nstatus is active with 698 days remaining).
Title: Re: VPN license rejection
Post by: NON on December 07, 2017, 01:54:03 PM
Hello orwell1984, welcome to the forums.

Same report in the Japanese forum.
If you are able to change locations, does it change something?
Title: Re: VPN license rejection
Post by: orwell1984 on December 07, 2017, 05:48:55 PM
If I switch countries, it just ends up delivering the same message once the switch is complete.
Title: Re: VPN license rejection
Post by: User ÅÅÅ on December 07, 2017, 07:32:01 PM
Same issue here.Problem started on Wednesday. Licence file refused even there remains plenty of days on subscription.
I am not sure but have Avast update UI of Secureline?  I think there is more countries available now or is there?
Could this be the reason for problems?
However it is shame to waste paid subscription time  for this.
Title: Re: VPN license rejection
Post by: Asyn on December 08, 2017, 05:40:42 AM
-> https://support.avast.com/article/Troubleshoot-activation
Title: Re: VPN license rejection
Post by: orwell1984 on December 08, 2017, 07:55:04 AM
That troubleshooting link only suggests things I already did before making this thread. The only thing it mentions which I can't say isn't the issue is the possibility of a corrupted license file, but as I mentioned in my initial post, I got sent one of those for reasons unconnected to this issue, and everything went back to working once I re-upped that license file, so it doesn't make sense that if it was corrupted that only VPN would be failing to work as usual.
Title: Re: VPN license rejection
Post by: Asyn on December 08, 2017, 08:27:40 AM
Contact support: https://support.avast.com/contact
Title: Re: VPN license rejection
Post by: digitaledgecare2 on December 15, 2017, 07:25:28 PM
in the avast setting go to the components tab and uninstall vpn component restart you pc and then reinstall the vpn component again then restart the pc again and the do the licence part again and that should do it to make it work

this work around has worked for me when my vpn fails to find my vpn licences file its done it to me a few times over the last few weeks
Title: Re: VPN license rejection
Post by: dreao on December 16, 2017, 04:45:12 AM
Secureline VPN server has refused you license is what I still get even after component uninstall and reinstall restart and license file again..... this really sucks.... anyone fix it yet?
Title: Re: VPN license rejection
Post by: User ÅÅÅ on January 05, 2018, 03:24:34 PM
yep same issue here persists still..one day licence is ok...another day noooot!!!
reinstalled whole software- repaired software - component reinstalled etc...all this not once,twice ......booted computer oh Lord I have done that ...licence file copied times more than needed.
Seriously is Avast only VPN service vendor ?
And ticket system...wait ...wait more...wait little bit more...
Once again...really...is Avast only VPN software provider?
Yes I had other VPN solution before (and will be again when this money well wasted subscription will end) and not had even close this kind of problems with those.

ADDON
I am not Avast hater.
I have paid Avast premier ...have been years...for three computers. I have paid Passwords. I have paid Avast cleanup Premium...for android also
and of course paid Mobile Security for Android.
All those works well and I love those...even Password after struggling problems at first.
But Secureline... deep deep sigh...why I paid a long subscription beforehand...Just thinking?

And a hint for staff of Avast...Hire more personnel to reply tickets!


Title: Re: VPN license rejection
Post by: orwell1984 on January 17, 2018, 03:32:44 PM
I contacted avast support and ended up sending them a support package, in return from which I got issued a new license file to activate which seems to have cured my problem for now (I make this post just a couple of hours after inserting the new license & the VPN has not failed since).

My suggestion is to email support@help2.avast.com
Title: Re: VPN license rejection
Post by: leonardolelisrocha on February 20, 2018, 02:26:56 AM
Uninstalling won't solve this problem, I'mhaving this problem for a couple of days, sometimes I got connected. The problem is in the server, the message is misleading. There is no problem with your license. I'm using in Brazil.
Title: Re: VPN license rejection
Post by: john.gaunce on February 23, 2018, 07:55:12 PM
I contacted avast support and ended up sending them a support package, in return from which I got issued a new license file to activate which seems to have cured my problem for now (I make this post just a couple of hours after inserting the new license & the VPN has not failed since).

My suggestion is to email support@help2.avast.com

How long did it take to resolve from when you contacted them? I'm having the same problem.
Title: Re: VPN license rejection
Post by: sipreal on March 02, 2018, 10:24:21 PM
I had exactly the same problem, I bought a 5pc license and it is working fine on 1 desktop and 2 laptops, all running Avast Premium. However not matter what I tried, on laptop #4 I kept getting the message "Sorry, the secureline VPN server has refused your license file". Even though the Avast control panel under "Subscriptions" stated that the license was active and still had 320 days on it.
Twice I uninstall VPN from Avast Premium and re-installed it.
I re-installed the License app twice ... and even though I did get the message that it was successful and that the app was activated it still did not accept the license file when trying to connect to the VPN server.
I uninstalled and reinstalled Avast Premium ... still the same problem.
I do not really remember what else I tried, but it does not matter it didn't work anyway.
Then I decided to uninstall it from Avast Premier, and download and install the stand-alone app at ( https://support.avast.com/en-us/article/80/ ). This did the trick. It accepted the License without a problem and connected to the VPN server within seconds.

I hope this will also help someone else with this problem.

All the best and good luck


P.S. The only issue with this solution I have is that Avast Premium interface keeps telling me that my privacy is not protected and keeps referring me to the VPN License purchase site, but the Network indicator shows that I am connected through the VPN Server ("Unidentified network - Internet access). But this is a minor issue that does not seem to affect the performance.
Title: Re: VPN license rejection
Post by: George_S on March 03, 2018, 12:13:23 AM
Quote
>> P.S. The only issue with this solution I have is that Avast Premium interface keeps telling me that my privacy is not protected and keeps referring me to the VPN License purchase site,
Reinstall your Premier with advanced settings and uncheck checkbox of internal SecureLine. If you not buy CleanUP (password, safeprice, etc - other features that you don't need) you can do such a trick with unchecking. Than after installation go to the settings of Premier and uncheck the box about showing to you ads from Avast.
Title: Re: VPN license rejection
Post by: john.mantle on March 12, 2018, 11:06:59 AM
I have exactly the same problem.
The old "De-Install, Re-Install and try again" solution doesn't work. (I come from the software industry and it must just be embarrassing for a software company to even have to suggest this - we're in the 21st century, not the 1980s - that answer just means you don't know what you're doing.)
I have tried opening 3 messages with the license Department online since January. 06022014, 06050918 and 06089444. In the last one I set a deadline for reply. It's quite a simple matter for me.
1) This technical licensing issue is not an issue for resolution in a "Forum". "Forums" are just the cheap way in which Software companies fob-off users instead of providing "proper" support.
2) If we are not offered a solution by 19.03.2018, anyone interested in suing Avast, please list yourself here (without any personal details) - then we can then work out how to get in contact with each other once the deadline expires.
I am fed-up of bad support, bad quality and generally being ignored as a customer. I paid for a service which I cannot use and Avast is just ignoring me.
Regards,
John. 
Title: Re: VPN license rejection
Post by: Asyn on March 12, 2018, 11:12:58 AM
Hi John, see Reply #4.
Title: Re: VPN license rejection
Post by: john.mantle on March 13, 2018, 06:51:50 PM
Dear "Asyn" thanks for your comment. However...
Reply #4 leads me to all the standard documents which first tell me (under SecureLine standalone) how to update and activate within Avast AV (which I no longer use) - then at the bottom of the instructions it tells me what to do for standalone (huzza!)
SO:
1) I am logged into my AVAST Account in EDGE (what that should bring me other than a warm fuzzy feeling, God alone knows)
2) I have downloaded my valid license subscription file from my account (now the third file version) (valid until 29.09.2020)
3) I have de-installed all previous installations of SecureLine VPN via the windows control panel and restarted my machine previously (you may be interested to know that the de-install doesn't work properly - the directory is empty, but the SecureLine directory is still available after the de-install and re-boot.)
4) I have downloaded and installed the latest Version of SecureLine (and even re-booted - sometimes VooDoo works)
5) I double-click on my license file and SecureLine tells me "Your Subscription has been cancelled. Reinstate now"
"Reinstate now" means "Buy Again, Sucker".
Just who writes this stuff?
A message to AVAST (I'm not shouting at you, Asyn):
IT DOES NOT WORK.
THERE IS SOMETHING WRONG WITH THE LICENSING SYSTEM.
MY MESSAGES TO THE LICENSING DEPARTMENT HAVE BEEN IGNORED.
THERE IS NO WAY IN WHICH I CAN CONTACT YOUR COMPANY.
DO SOMETHING!
Title: Re: VPN license rejection
Post by: Asyn on March 14, 2018, 05:31:42 AM
Hi John, I reported it, hope it helps...
Title: Re: VPN license rejection
Post by: john.mantle on March 15, 2018, 04:24:37 PM
Hi Asyn,

thank you! It's a shame that the published mechanisms at Avast don't work and that such a big company has to be reliant upon the individual diligence of people such as yourself!
Again - thank you!
Please also make the comment to Avast that the three messages which I sent to their subscription department regarding this issue have all been ignored until the time of posting.

Best regards,
John.
P.S. The Captchas on this site are really awful! Very hard to discern!
Title: Re: VPN license rejection
Post by: Asyn on March 16, 2018, 04:58:25 AM
You're welcome.

PS: Captcha is only needed for your first 3 posts. (Spam protection)