Avast WEBforum

Avast Products => Avast SecureLine VPN => Avast SecureLine VPN for Windows => Topic started by: Mark N on May 25, 2019, 12:47:29 AM

Title: Can't access Google.com via SecureLine VPN
Post by: Mark N on May 25, 2019, 12:47:29 AM
If VPN is on and I try to access Google.com, I receive a "This site can’t be reached" error message.
If I turn VPN off and I try to access Google.com, I get to the Google home page.
If I turn VPN back on and try to access Google.com I receive a "This site can’t be reached" error message.

What is wrong?  Thanks.
Title: Re: Can't access Google.com via SecureLine VPN
Post by: Asyn on May 25, 2019, 05:25:04 AM
Hi, Google works for me. Did you try other ASL locations..?
Title: Re: Can't access Google.com via SecureLine VPN
Post by: tim$ on May 25, 2019, 05:10:54 PM
I am having the same issue Mark describes. I have had Secureline for several years and it works almost flawlessly however, starting on 4/23/19 I am having trouble connecting to anything google (search, news etc) when connected through Secureline and when I disconnect everything is ok.

I think there was an Avast Free Anti-virus update on 4/23/19, and it could be related to this issue, but I can connect seamlessly as long as I am not using the VPN. I'll also note that there seemed to be some quirks with the Avast Fee update and I had to reboot several time. Also, I have run the repair function and each time it "repairs" and restarts the computer. Not sure what it is repairing but I continue to have the same VPN issue.
Title: Re: Can't access Google.com via SecureLine VPN
Post by: schmidthouse on May 25, 2019, 06:15:56 PM
I am having the same issue Mark describes. I have had Secureline for several years and it works almost flawlessly however, starting on 4/23/19 I am having trouble connecting to anything google (search, news etc) when connected through Secureline and when I disconnect everything is ok.

I think there was an Avast Free Anti-virus update on 4/23/19, and it could be related to this issue, but I can connect seamlessly as long as I am not using the VPN. I'll also note that there seemed to be some quirks with the Avast Fee update and I had to reboot several time. Also, I have run the repair function and each time it "repairs" and restarts the computer. Not sure what it is repairing but I continue to have the same VPN issue.

Google/Chrome works fine here. I run secureline all the time and have had NO connection issues at all.
 As Asyn suggested, have you tried other ASL server options listed?

I can confirm also having to reboot 'several' times before last Avast update settled in smoothly.
Title: Re: Can't access Google.com via SecureLine VPN
Post by: Mark N on May 26, 2019, 12:45:53 AM
I have tried with the ASL location of Dallas, Canada and Mexico all with the same results, unable to access google.com.  :-(
Title: Re: Can't access Google.com via SecureLine VPN
Post by: bob3160 on May 26, 2019, 12:55:47 AM
Are you using the free standing version of Avast SecureLine ???
Title: Re: Can't access Google.com via SecureLine VPN
Post by: blindfreddy on May 26, 2019, 03:30:18 PM
If VPN is on and I try to access Google.com, I receive a "This site can’t be reached" error message.
If I turn VPN off and I try to access Google.com, I get to the Google home page.
If I turn VPN back on and try to access Google.com I receive a "This site can’t be reached" error message.

What is wrong?  Thanks.
Are you using the free standing version of Avast SecureLine ???

Same problem here started after vpn was updated to version 5.3.458.

I have the stand alone paid version.

Edit: I also meant to say it is intermittent 
Title: Re: Can't access Google.com via SecureLine VPN
Post by: Mark N on May 27, 2019, 03:21:55 AM
Some additional information.  I’m running Windows 10, Google Chrome and the paid version of Avast SecureLine VPN.  And like blindfreddy said, it seems to be somewhat intermittent. 
Title: Re: Can't access Google.com via SecureLine VPN
Post by: Endt on May 27, 2019, 10:01:57 AM
Hello everyone,

thanks for reporting, we are investigating the issue now. (So far, it seems not all the locations are affected.)
When you encounter the issue again, please name the location here.

I will keep you posted.
Cheers,
B.
Title: Re: Can't access Google.com via SecureLine VPN
Post by: bob3160 on May 27, 2019, 03:06:48 PM
Hello everyone,

thanks for reporting, we are investigating the issue now. (So far, it seems not all the locations are affected.)
When you encounter the issue again, please name the location here.

I will keep you posted.
Cheers,
B.
(https://screencast-o-matic.com/screenshots/u/Lh/1558962310294-48827.png)
Title: Re: Can't access Google.com via SecureLine VPN
Post by: Endt on May 27, 2019, 04:59:24 PM
Hello again,

we are still debugging the issue with the networking team. We are reducing possible causes, but yet we were unable to locate the problem and fix it.
From what we have experienced, changing location/browser usually helps.
We are sorry for inconveniences,

Keep you posted,
B.
Title: Re: Can't access Google.com via SecureLine VPN
Post by: bob3160 on May 27, 2019, 05:44:37 PM
Hello again,

we are still debugging the issue with the networking team. We are reducing possible causes, but yet we were unable to locate the problem and fix it.
From what we have experienced, changing location/browser usually helps.
We are sorry for inconveniences,

Keep you posted,
B.
Strange, Chrome is the only one that failed but not all the time.
Secure Browser gave me a "The connection was reset" error.  The second attempt worked without problems.
I had no problems connecting via Firefox, Vivaldi, Edge, Edge (Chromium), and Opera.
Title: Re: Can't access Google.com via SecureLine VPN
Post by: mchain on May 27, 2019, 10:47:55 PM
On or about May 26th, Avast automatically updated their VPN version to 5.3.458.  No notice was given, and it likely occurred when I restarted my system on the 26th.  Old version was 5.2.438.

So the update could've happened on the 25th or a little earlier.  It's possible this could have impacted some users negatively.

I would be great if a changelog would be posted whenever a version change is done, as it is with the antivirus program.   :)
Title: Re: Can't access Google.com via SecureLine VPN
Post by: Endt on May 28, 2019, 12:54:19 PM
Hello guys,

We are woriking on the fix at the moment.

Thanks,
B.
Title: Re: Can't access Google.com via SecureLine VPN
Post by: bob3160 on May 28, 2019, 02:23:19 PM
Hello guys,

We are woriking on the fix at the moment.

Thanks,
B.
Looks like you've already fixed it ???
Title: Re: Can't access Google.com via SecureLine VPN
Post by: Vít on May 28, 2019, 03:29:22 PM
Hello everyone,

the issue should now be fixed on all locations. Big thank you to everyone who provided us with information, we appreciate it!

Regards,
V.H.
Title: Re: Can't access Google.com via SecureLine VPN
Post by: blindfreddy on May 28, 2019, 04:52:14 PM
Hello everyone,

the issue should now be fixed on all locations. Big thank you to everyone who provided us with information, we appreciate it!

Regards,
V.H.

Thanks for letting us know ;D

I have had no problems at all today.

Cheers
Title: Re: Can't access Google.com via SecureLine VPN
Post by: Mark N on May 29, 2019, 04:24:00 PM
Just getting back on this morning.  Yes, it does seem to be fixed.  Thank you!