Avast WEBforum
Consumer Products => Avast SecureLine VPN => Avast SecureLine VPN for iOS => Topic started by: SpeedyPC on November 13, 2019, 06:43:45 AM
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G'day Avast I need your urgent attention..... PLEASE!!
My Avast SecureLine keeps hanging up and keeps restarting the VPN on my iPhone 8 the IOS is v13.2.2, there has been a lot of problems with all the other apps when updating from IOS v12.0 to the latest IOS platform.
This has taken a while for all the other apps to be completely updated to the new IOS v13.0 platform.
The Avast SecureLine was working 100% from IOS v12.0 without any issue long before the IOS v13.0 and up to latest v13.2.2
Could you please investigate the Avast SecureLine v5.8.0 on the new IOS v13.2.2, because, I strongly believe the Avast SecureLine app needs updating to the latest IOS platform.
(https://i.imgur.com/gupBj9k.gif)
Please trust me....... I've got a headache with this issue.
Thank you.
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Any feedback Avast on my ongoing issue, please.
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Hi Speedy, ASL for iOS has been updated to V5.9.0, hope it helps.
https://apps.apple.com/app/avast-secureline-vpn-wifi/id793096595
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Thanks for reminding Asyn, I'll update this app when I get home :)
And report back soon
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NP Speedy. :)
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The latest Avast SecureLine VPN app v5.9.0 is still no working properly on my iPhone 8 iOS update to v13.2.3.
The Avast SecureLine keeps hanging up and keeps restarting the VPN when using the WiFi and mobile network when using the Safari and the latest Firefox Focus app via internet online.
I leave my wifi or mobile network running in the background for 5 mins when I'm not using the iPhone, I pick up my iPhone 5 mins later after I press the home (circle) button.
The Avast SecureLine keeps hanging up and keeps restarting the VPN when using the WiFi and mobile network when using the Safari and the latest Firefox Focus app via internet online. again and again.
Thank you, please resolved this issue ASAP
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Hi Speedy, probably best you contact support and/or report it via Slack.
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Hi Speedy, probably best you contact support and/or report it via Slack.
Right O lazy fat cat, thanks for telling me about the Slack, I’ve totally forgotten about that 👍
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Hi Speedy, probably best you contact support and/or report it via Slack.
Right O lazy fat cat, thanks for telling me about the Slack, I’ve totally forgotten about that 👍
You're welcome. ;)
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The latest Avast SecureLine VPN app v5.9.0 is still no working properly on my iPhone 8 iOS update to v13.2.3.
The Avast SecureLine keeps hanging up and keeps restarting the VPN when using the WiFi and mobile network when using the Safari and the latest Firefox Focus app via internet online.
I leave my wifi or mobile network running in the background for 5 mins when I'm not using the iPhone, I pick up my iPhone 5 mins later after I press the home (circle) button.
The Avast SecureLine keeps hanging up and keeps restarting the VPN when using the WiFi and mobile network when using the Safari and the latest Firefox Focus app via internet online. again and again.
Thank you, please resolved this issue ASAP
I’m still having the same issue above this quote on the latest update iSO v13.3 and still no feedback from Avast and via Slack ☹️
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Hi there, actually, it would help us a lot if you could send us logs directly from the app so we may check what's actually the issue in your case (it may be something device specific).
Here is what to do:
- wait for the issue to appear (aka let the disconnecting happen)
- open the SecureLine VPN app
- tap the icon of "sprocket" in the upper right corner to enter settings
- in settings tap on "Help"
- right at the bottom tap on the blue "Contact Support"
- select the "Contact technical support" at the top
- enter your e-mail, describe the problem, make sure that at the bottom you attach the log file for analysis and "Submit" the ticket
Thanks :)
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Hi there, actually, it would help us a lot if you could send us logs directly from the app so we may check what's actually the issue in your case (it may be something device specific).
Here is what to do:
- wait for the issue to appear (aka let the disconnecting happen)
- open the SecureLine VPN app
- tap the icon of "sprocket" in the upper right corner to enter settings
- in settings tap on "Help"
- right at the bottom tap on the blue "Contact Support"
- select the "Contact technical support" at the top
- enter your e-mail, describe the problem, make sure that at the bottom you attach the log file for analysis and "Submit" the ticket
Thanks :)
G'day ;)
I've done this as instructed above, however, the Avast SecureLine VPN for iSO didn't give me a support ticket number?? Could you please check already send it about 5mins ago
SpeedyPC
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Hello,
i have the same problem and reported it in April 2019 (old iPad) and in November 2019 (new iPad) on all sorts of (forum, AVAST support).
Result = 0
My Version: v5.9.0, my topic from November in the German Forum: https://forum.avast.com/index.php?topic=230841.msg1528557#msg1528557
Greetings Gabriel
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Hi Gabriel, please follow the instructions from Eliška (Reply #10).
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Hello Asyn,
that's exactly how I did it and got the (in German) answer: https://forum.avast.com/index.php?topic=230841.msg1528449#msg1528449
Sorry, but this is complete nonsense. A friend has installed a VPN of another provider (more on request) on his iPad. And it runs without any interruption, no matter if the lid is closed, open or whatever.
Greetings Gabriel
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Hi guys, ASL for iOS has been updated to V5.10.0, see if it helps.
https://apps.apple.com/app/avast-secureline-vpn-wifi/id793096595
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Hi guys, ASL for iOS has been updated to V5.10.0, see if it helps.
https://apps.apple.com/app/avast-secureline-vpn-wifi/id793096595
The latest version still hasn't been resolved yet and I've already sent a support ticket to Květoslav to review the latest log files for further analysis, however, the issue may be coming from the background app refresh in the iSO v13.3 or something deeper as where not 100% the issue might be the SecureLine or the latest Apple iSO version.
Květoslav send me an email saying it's quite interesting while if the app would be prevented from running/communicating in the background then it could definitely cause various issues. Hopefully, the developer will receive the latest log file for further analysis.... Fingers crossed.
I've already told Květoslav about the background app refresh might be the main curlprit. Otherwise, Květoslav said via email it may be caused either by a general instability of the internet connection (weak Wi-Fi signal etc.) or eventually by a rather "aggressive" form of the power saving. iSO devices after some time of "sleeping" disconnect the radio parts of the device to save battery - logically in that moment the internet disconnects. Of course, once the connection is re-established, the VPN connects again. Unfortunately, from the logs I am not able to tell which of this may be the truth.
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Hello,
i installed the new version yesterday and the error is still there. The connection is disconnected according to an untraceable pattern and a new IP address is assigned.
With the previous iPad i downloaded the VPN app from F-Secure to test it. The connection was stable in all situations. There was no disconnection, even when the case was closed.
Greetings
Gabriel
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Hi guys, ASL for iOS has been updated to V5.10.0, see if it helps.
https://apps.apple.com/app/avast-secureline-vpn-wifi/id793096595
The latest version still hasn't been resolved yet and I've already sent a support ticket to Květoslav to review the latest log files for further analysis, however, the issue may be coming from the background app refresh in the iSO v13.3 or something deeper as where not 100% the issue might be the SecureLine or the latest Apple iSO version.
Květoslav send me an email saying it's quite interesting while if the app would be prevented from running/communicating in the background then it could definitely cause various issues. Hopefully, the developer will receive the latest log file for further analysis.... Fingers crossed.
I've already told Květoslav about the background app refresh might be the main curlprit. Otherwise, Květoslav said via email it may be caused either by a general instability of the internet connection (weak Wi-Fi signal etc.) or eventually by a rather "aggressive" form of the power saving. iSO devices after some time of "sleeping" disconnect the radio parts of the device to save battery - logically in that moment the internet disconnects. Of course, once the connection is re-established, the VPN connects again. Unfortunately, from the logs I am not able to tell which of this may be the truth.
Hi Speedy, thanks for the interesting feedback/info - hopefully the devs will find the culprit. Fingers crossed.
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Got an email from Květoslav regarding to the latest SecureLine v5.10 saying there developers are still checking the issue (they will probably have a broader talk about it next week).
For now unfortunately have to ask for patience. Fingers crossed.
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I like to keep my fingers crossed there, too. I'm actually wondering why not more users report this problem. Did this only occur with individual users?
I have described the problem briefly and made hard copies.
The post is available at german forum at...
https://forum.avast.com/index.php?topic=230841.0
... to find.
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Hi guys, ASL for iOS has been updated again to V5.10.1, just FYI...
https://apps.apple.com/app/avast-secureline-vpn-wifi/id793096595
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Hi guys, ASL for iOS has been updated again to V5.10.1, just FYI...
https://apps.apple.com/app/avast-secureline-vpn-wifi/id793096595
Still haven’t been resolved...... Sh#t!!
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Still haven’t been resolved...... Sh#t!!
... yes, unfortunately no solution.
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I’ve received an email from Květoslav saying below
I have checked the recent logs you sent from the version 5.10.0 (and of course also shared them with developers). In the logs I can see regular 100% losses of all the communication packets (really like every 3 minutes in some cases) - what means that the internet did not work at the moment (as I said, unfortunately we cannot tell if it is because of power saving, or loss of internet connection - aka weak signal etc.)
We continuously work on improving the VPN stability but it will really not help in the case when the internet connection is lost (then the VPN simply cannot stay connected).
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So this issue is coming from the latest iSO v13.3.1, I’m hoping Apple will be able to fixed the ongoing issue on my iPhone and I’ve spent many hours investigating all the settings. No luck at all, I’ve never had any issues at with the Avast SecureLine VPN on the v12.0 iSO platform in the past long before v13.0 iSO platform.
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Hi Speedy, thanks for the info/update. Cheers
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Hello,
during my test with F-Secure VPN, there were no interruptions, the VPN connection ran without problems during the 7 days of testing!
A friend of mine installed the 'ExpressVPN' app on his iPad last week and the connection is still alive, whether you use it or not.
Best greetings
Gabriel
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Hello,
during my test with F-Secure VPN, there were no interruptions, the VPN connection ran without problems during the 7 days of testing!
A friend of mine installed the 'ExpressVPN' app on his iPad last week and the connection is still alive, whether you use it or not.
Best greetings
Gabriel
You need to keep giving Avast attention as much as possible, I've done everything I could and I cannot provide any more.