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Consumer Products => Avast SecureLine VPN => Avast SecureLine VPN for Windows => Topic started by: J2roc on January 13, 2020, 12:28:41 AM

Title: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 13, 2020, 12:28:41 AM
I am running Avast Premium Security 19.8.2393 (build 19.8.4793.547) on a Windows 10 machine.

Over the last day, I cannot turn off the VPN. It hangs and internet access is cut off. I can still work on Windows 10, but cannot shutdown. The shutdown process hangs and I have to crash to machine.

I have been using VPN for more than two years and have never seen anything like this behaviour. It is irritating because of the need to crash the machine to get it back on the net.

I have sent in feedback via the Avast UI, but am looking for other hints.

Any suggestions will be must welcome.

thanks
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 13, 2020, 01:03:12 AM
After looking at some of the other posts on the forum, I realised that I need to make things a
bit more clear.

I normally do *not* use VPN. I use it only for some secure transactions and sites. For the sake of speed, I disconnect it when I do not need it. So, what I meant by "turning off" is that when I manually ask it to disconnect by using the VPN UI and clicking the button, it does not disconnect. Instead I get a circling arrow that keeps going on for at least a couple of minutes. If, during this
period, I try to shut down Windows, the Shutdown process hangs.

As I mentioned, today is the first day that I have seen this behaviour. It was fine yesterday.

The most annoying part is that the computer gets disconnected from the net while VPN is trying to disconnect.

Any suggestions would be appreciated.

thanks
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on January 13, 2020, 07:37:58 PM
After looking at some of the other posts on the forum, I realised that I need to make things a
bit more clear.

I normally do *not* use VPN. I use it only for some secure transactions and sites. For the sake of speed, I disconnect it when I do not need it. So, what I meant by "turning off" is that when I manually ask it to disconnect by using the VPN UI and clicking the button, it does not disconnect. Instead I get a circling arrow that keeps going on for at least a couple of minutes. If, during this
period, I try to shut down Windows, the Shutdown process hangs.

As I mentioned, today is the first day that I have seen this behaviour. It was fine yesterday.

The most annoying part is that the computer gets disconnected from the net while VPN is trying to disconnect.

Any suggestions would be appreciated.

thanks
Was this a clean install of SecureLine or was it part of an Avast installation?
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: rickandjackie on January 13, 2020, 09:46:03 PM
I'm experiencing the same issue. I can turn on the VPN using the user button, but when I attempt to turn off VPN it will hang up. I then have to access task manager to end the task....follow by a restart of my computer.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 13, 2020, 11:22:43 PM
Good question! I have been using Avast Internet Security for over 10 years now. (Must add that I also run Malwarebytes -- but the two have played very well together over the years). I got the VPN about 2-3 years ago. At that time it was separate purchase. Since then, I have renewed licenses as they expire.

Then, about 3 months ago, I was told about the changes in the line up of the software. So, I decided to move to Avast Premium Security. The change was seamless. Everything worked just as always.

The problem with not being able to disconnect Secure Line VPN started just a couple of days ago.

If you want more detailed information, please tell me what you want and I can look for it.

I am not sure what version of Secure Line VPN I am using -- I looked for it, but cannot find it.

thanks for your help
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on January 13, 2020, 11:29:08 PM
I've reported this problem to Avast.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 13, 2020, 11:37:40 PM
New twist ...

After reading the post by the other user with the same problem, I tried to kill the process via the Task Manager. I could not kill it.

Then, I right clicked on the status tray icon and found that both, 'Connect' and 'Disconnect' were grayed out. However, 'Exit' was available and selecting that immediately (!) killed the process and the icon disappeared (as it should). The computer was sill connected to the net and I was able to go about my business.

I then tried to restart Secure Line VPN from the Avast UI (Privacy -> Secure Line VPN). I got a
screen with an 'Open VPN' button. Clicking on it restored the icon in the status tray, but after some time I get a window that says

" Ooops! Secure Line VPN encountered a technical issue. Soirry, Avast Secure Line is not responding".
Underneath that is a "Restart Service" button. Clicking on goes back to to screen with the "Oops" message.

I have not tried to shut Avast down altogether and bring it up.

In any case, something has changed in the past couple fo days.

Any hints to resolve this issue will be greatly appreciated.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 14, 2020, 12:07:48 AM
More interesting ... and disturbing --- stuff.

This has happened thrice in the last two days. When Windows is Shutdown after the VPN issue, it hangs, as previously stated. Windows grinds away for a long time, but Windows has, each time, rebooted, rather than shutdown and stay that way. This does not happen when the machine is shut down while VPN is up and has not been used during the session. The Reliability Monitor is
UGLY! There are several messages in the following time sequence:

Windows was not properly shut down   1/13/2020 5:48 PM
Windows stopped working                     1/13/2020 5:48 PM
Shut down unexpectedly                        1/13/2020 5:49 PM

I guess that even though Secure Line VPN 'Exited', there is something left behind that interferes with the Windows Shutdown process. It looks like some kind of crash has occurred, even though there was no intervention (holding down the power button) on my part.

Again, this does not happen for sessions for which VPN is not used.

No more VPN for me till it is fixed .... or I move to a new product.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: pavel.hala on January 14, 2020, 10:29:42 AM
Hi
could you please provide a log folder so we can do a better diagnostic of your problem?
Copy folder "C:\ProgramData\AVAST Software\SecureLine\log" and share it.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 14, 2020, 04:52:22 PM
pavel.hala wrote:

Hi
could you please provide a log folder so we can do a better diagnostic of your problem?
Copy folder "C:\ProgramData\AVAST Software\SecureLine\log" and share it.

I could make a RAR file of the directory. But, how do I upload it? I had done this once before to resolve some difficulty with the completion of virus scans.

More importantly, how about privacy and security issues? Is is prudent to put all that out into the public sphere?

Thanks.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: YOaC on January 14, 2020, 11:03:21 PM
Same problem here. SecureLine won't disconnect when requested and must be shut down via Task Manager. Thereafter, attempting a reboot in Windows7 causes it to hang in the shutdown process, requiring a hard reset.
This problem started three days ago.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Asyn on January 15, 2020, 05:14:13 AM
pavel.hala wrote:

Hi
could you please provide a log folder so we can do a better diagnostic of your problem?
Copy folder "C:\ProgramData\AVAST Software\SecureLine\log" and share it.

I could make a RAR file of the directory. But, how do I upload it? I had done this once before to resolve some difficulty with the completion of virus scans.

More importantly, how about privacy and security issues? Is is prudent to put all that out into the public sphere?

Thanks.
You can upload it here: ftp://ftp.avast.com/incoming/ (ftp://ftp.avast.com/incoming/)
Pick a unique name (and post it here), so the devs can find it. Thanks
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 15, 2020, 05:46:53 AM

[/quote]
You can upload it here: ftp://ftp.avast.com/incoming/ (ftp://ftp.avast.com/incoming/)
Pick a unique name (and post it here), so the devs can find it. Thanks
[/quote]

I cannot make a RAR file of the directory even after I exit from Secure Line VPN. WinRAR
says that some files cannot be archived as they are in use by another process.

Which processes should I kill by hand (via Task Manager) to be able to make a RAR archive
of the 'log' directory?

thanks
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Asyn on January 15, 2020, 09:34:36 AM
Hi, copy & paste the folder to your desktop.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: pavel.hala on January 15, 2020, 10:52:44 AM
Sorry I wasn't precise enough. You need to copy the folder first (to a desktop for example) because it is protected and then you can make a rar/zip out of it.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 15, 2020, 03:53:02 PM

Thanks.
[/quote]
You can upload it here: ftp://ftp.avast.com/incoming/ (ftp://ftp.avast.com/incoming/)
Pick a unique name (and post it here), so the devs can find it. Thanks
[/quote]

Done. The file name is j2roc_7nx29d_vpn_log.rar

The filesize is 13,772,207 bytes.

thanks
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Asyn on January 16, 2020, 05:07:49 AM
You're welcome. Now you need to wait for Pavel...
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Darren119 on January 17, 2020, 12:07:07 PM
hi, i am experiencing the EXACT same problem as the thread poster....Avast VPN slider button moving to "turning off" when i am done visiting certain sites but the switch on the screen then just spinning and not turning off, hanging like that and then no internet access. Just cant get out of it until i reboot. Sometimes it takes down my whole Win10 and i get blue screen "YOUR PC HAS CRASHED :(" after 5 or 10 minutes if i continue to struggle on with the PC.

this started happening about 3 or 4 days ago. Its frustrating as hell.

I have re-installed Avast VPN. No diff.

i am also running Avast Premium Security. I wonder if the two have a clash problem. The firewall in the APS is quite screwy, sometimes i need to toggle the firewall switch to get internet access when i start the PC for some reason. It seems to fight with the Windows Firewall and needs a toggle to get the two accepting who is in charge or something. Any rate this is probably an unrelated problem and has been going on for some weeks now.

This problem with VPN has been only the last 3 or 4 days.

Please help its driving me bonkers my whole system has ground to a halt
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Asyn on January 17, 2020, 12:22:24 PM
Hi Darren, if you're willing to help, see Reply #8 from Pavel.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Darren119 on January 17, 2020, 12:50:47 PM
ok ive made the log

heres a dropbox link for it

https://www.dropbox.com/s/fa2qs5932h5ltle/VPNscrewy-log.rar?dl=0

file is called VPNscrewy-log.rar

Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Asyn on January 17, 2020, 01:00:15 PM
Good job. Now you need to wait for Pavel...
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Darren119 on January 17, 2020, 01:02:45 PM
ok i also tried to close the VPN service to get things up and running again...i get access is DENIED...wierd....pls see attachment.

basically theres no way to save the situation but reboot which is just shaving days off my life
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 17, 2020, 04:14:42 PM
ok i also tried to close the VPN service to get things up and running again...i get access is DENIED...wierd....pls see attachment.

basically theres no way to save the situation but reboot which is just shaving days off my life

Yes, it looks we have the EXACTLY same problem. It looks one can kill the VPN process in Windows 7 (according to an earlier post), but it does not work for me in Windows 10.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Darren119 on January 18, 2020, 12:27:52 AM

Yes, it looks we have the EXACTLY same problem. It looks one can kill the VPN process in Windows 7 (according to an earlier post), but it does not work for me in Windows 10.
Jroc are you also running Avast Premium Security? i wonder if there is an issue between the two
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 18, 2020, 02:05:47 AM

Jroc are you also running Avast Premium Security? i wonder if there is an issue between the two

Yes, but here is the funny thing. I moved to APS around October last year. The transition was seamless. So, things were okay for about 3 months. We now have three people reporting the problem. Wonder how many other have it.

My APS version is 19.8.2393 (build 19.8.4257.552).
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Darren119 on January 18, 2020, 06:03:33 AM
ive run APS for over a year and its been fine too. Clearly something has happened/updated/changed in the last 4 or so days. I ghosted my whole Win10 back to a week ago and i still have the problem

my APS is 19.8.2393 (build 19.8.4257.549)
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on January 18, 2020, 12:12:32 PM

Jroc are you also running Avast Premium Security? i wonder if there is an issue between the two

Yes, but here is the funny thing. I moved to APS around October last year. The transition was seamless. So, things were okay for about 3 months. We now have three people reporting the problem. Wonder how many other have it.

My APS version is 19.8.2393 (build 19.8.4257.552).
Was your SecureLine installed as part of the Avast installation or, was it a separate install of just the VPN? (https://www.avast.com/secureline-vpn#pc (https://www.avast.com/secureline-vpn#pc))
If it was part of the Antivirus install, you might want to try removing it via Programs and Features select Avast and then select Change.
Then uncheck SecureLine once you've done that and restarted your computer, Install the free standing version from the link supplied.



Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 18, 2020, 04:13:10 PM
bob3160,

As I wrote way back in answer to this question, I am not 100% sure. I started to use Avast Firewall and Antivirus (Avast Internet Security?) 10 or more years back. I added VPN as separate module about 2-3 years ago. I then moved to APS in Oct 2019.

So, it would appear that my VPN was always a separate install.

Thanks for your suggestion. I will hold a couple of days to see what Pavel says. If I do not hear from him
I will try your fix.

In any case, it appears that something has changed in the past week as we have three people reporting the same thing.
Thanks again.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 18, 2020, 04:26:16 PM

A bit of googling got me this:

https://forum.avast.com/index.php?topic=221480.0

Looks like there was a similar problem in 2018.

Repy #3 in that thread says:

>>
OK, you need to install the standalone version of SecureLine.
http://secureline.tools.avast.com/tools/secureline/avast_secureline_setup.exe
<<

Note Reply #5 in that thread:

>>
From the changelog: SecureLine VPN component won't be part of AV. User will be offered to install standalone VPN client independent from AV (staged release not for all users now)
<<

Well, I never heard anything about it as I guess my VPN was always separate. But how can I be sure that it did not get bundled sometime after I got VPN about 3 years ago? When I check for Programs
I see Avast Premium Security and Avast SecureLine VPN listed separately. But, the installation date for both is 29 Nov 2019. That looks like the date that I may have moved from AIS to APS.

But, that still does not explain why the problem began just last week -- and for three of us.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Norm2020 on January 18, 2020, 04:58:40 PM
I've also been having the same problem for the past week. I have Windows 10, and Avast VPN hangs when I disconnect the VPN. It also hangs if I try to change VPN location or if I shut down the computer while connected to Avast VPN.

Perhaps it's just a coincidence, but I installed the latest Windows 10 updates on Monday, January 13. (I postponed any later Windows updates to await feedback about their stability.)
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on January 18, 2020, 05:30:02 PM
I've also been having the same problem for the past week. I have Windows 10, and Avast VPN hangs when I disconnect the VPN. It also hangs if I try to change VPN location or if I shut down the computer while connected to Avast VPN.

Perhaps it's just a coincidence, but I installed the latest Windows 10 updates on Monday, January 13. (I postponed any later Windows updates to await feedback about their stability.)
Did you read this?
https://forum.avast.com/index.php?topic=231530.msg1532637#msg1532637


Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Norm2020 on January 18, 2020, 06:59:48 PM
I've also been having the same problem for the past week. I have Windows 10, and Avast VPN hangs when I disconnect the VPN. It also hangs if I try to change VPN location or if I shut down the computer while connected to Avast VPN.

Perhaps it's just a coincidence, but I installed the latest Windows 10 updates on Monday, January 13. (I postponed any later Windows updates to await feedback about their stability.)
Did you read this?
https://forum.avast.com/index.php?topic=231530.msg1532637#msg1532637


I followed the instructions to install standalone Avast VPN, but the hang is now intermittent. I restarted my computer several times, turned on Avast VPN, and was able to change location and disconnect a few times, but Avast VPN eventually hangs when I try to disconnect.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on January 18, 2020, 09:37:35 PM
I've also been having the same problem for the past week. I have Windows 10, and Avast VPN hangs when I disconnect the VPN. It also hangs if I try to change VPN location or if I shut down the computer while connected to Avast VPN.

Perhaps it's just a coincidence, but I installed the latest Windows 10 updates on Monday, January 13. (I postponed any later Windows updates to await feedback about their stability.)
Did you read this?
https://forum.avast.com/index.php?topic=231530.msg1532637#msg1532637 (https://forum.avast.com/index.php?topic=231530.msg1532637#msg1532637)


I followed the instructions to install standalone Avast VPN, but the hang is now intermittent. I restarted my computer several times, turned on Avast VPN, and was able to change location and disconnect a few times, but Avast VPN eventually hangs when I try to disconnect.
So how quickly are you going from connected to un-connected to connected to again unconnected?
If your doing that very rapidly, i that really how you treat and use your VPN in normal use?
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Norm2020 on January 18, 2020, 10:31:47 PM
So how quickly are you going from connected to un-connected to connected to again unconnected?
If your doing that very rapidly, i that really how you treat and use your VPN in normal use?

I tested by connecting to Avast VPN, opening Firefox, visiting the StartPage search engine, searching for "cats," closing Firefox, and then disconnecting from Avast VPN or changing VPN location. After two or three consecutive tests, for example, attempting to disconnect leads to a hang.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on January 18, 2020, 10:43:14 PM
As I said, is that how you normally use SecureLine? It isn't how I use it.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 19, 2020, 02:16:53 AM
I've also been having the same problem for the past week. I have Windows 10, and Avast VPN hangs when I disconnect the VPN. It also hangs if I try to change VPN location or if I shut down the computer while connected to Avast VPN.

Perhaps it's just a coincidence, but I installed the latest Windows 10 updates on Monday, January 13. (I postponed any later Windows updates to await feedback about their stability.)

Haha! I checked my Windows update log and my updates KB4528760 and KB 4532938 were both installed on 15 Jan. I will not be surprised if there is a connection as that is when I started to have
problems.

Good sleuthing!

I am not touching VPN for now. I will wait to see what Pavel has to say.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Norm2020 on January 19, 2020, 04:11:08 AM
As I said, is that how you normally use SecureLine? It isn't how I use it.
The procedure I described is just for testing. In normal use, it's sometimes necessary to disconnect and reconnect or to change location more than once to view content that is only accessible within other countries.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Promethium on January 19, 2020, 05:02:48 AM
I'm having this exact same issue. I just paid for a subscription and it won't shut off or switch regions. It keeps my computer from shutting down. It kills my Ethernet adapter. it's nuts! I tried uninstalling and reinstalling, installing the standalone version, everything. I can not make it work right. I'm considering a refund, because this is more than a little crazy.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Darren119 on January 19, 2020, 05:20:47 AM
I'm having this exact same issue. I just paid for a subscription and it won't shut off or switch regions. It keeps my computer from shutting down. It kills my Ethernet adapter. it's nuts! I tried uninstalling and reinstalling, installing the standalone version, everything. I can not make it work right. I'm considering a refund, because this is more than a little crazy.

and then there was 5...
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Asyn on January 19, 2020, 05:54:39 AM
Hi guys, if you're willing to help, see Reply #8 from Pavel.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 19, 2020, 03:53:25 PM
Hi guys, if you're willing to help, see Reply #8 from Pavel.

Two of us have done so. We posted the filenames. Has Pavel not received the uploads yet?

If so, we can repost ... Please advise.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on January 19, 2020, 03:55:57 PM
Hi guys, if you're willing to help, see Reply #8 from Pavel.

Two of us have done so. We posted the filenames. Has Pavel not received the uploads yet?

If so, we can repost ... Please advise.
It's the weekend.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: pavel.hala on January 20, 2020, 11:21:01 AM
I've sent the logs to the developers and we are currently trying to reproduce and diagnose the problem. If you are experiencing the problem and haven't posted your logs it would help us greatly to get more logs to narrow the problem down.

Question: do you use any other security products (other than the malwarebites already mentioned)?
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: pavel.hala on January 20, 2020, 02:13:15 PM
We have diagnosed the problem. Malwarebytes "Web Protection" component is blocking our VPN. Ive contacted them and hopefully we will reach solution.
Temporal workaround: before you turn on our VPN, turn off "Web Protection" component in the "Real-Time Protection" box (in Malwarebytes application). After you disconnect the VPN you can turn "Web Protection" on again.

Just to be sure is there anyone with this problem that doesn't have Malwarebytes installed? If so do you have any other security product?
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on January 20, 2020, 02:15:07 PM
We have diagnosed the problem. Malwarebytes "Web Protection" component is blocking our VPN. Ive contacted them and hopefully we will reach solution.
Temporal workaround: before you turn on our VPN, turn off "Web Protection" component in the "Real-Time Protection" box (in Malwarebytes application). After you disconnect the VPN you can turn "Web Protection" on again.

Just to be sure is there anyone with this problem that doesn't have Malwarebytes installed? If so do you have any other security product?
That also explains why I haven't had any problems. I don't have MB running in the background. stickily on demand. Thanks
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Norm2020 on January 20, 2020, 08:46:53 PM
We have diagnosed the problem. Malwarebytes "Web Protection" component is blocking our VPN. Ive contacted them and hopefully we will reach solution.
Temporal workaround: before you turn on our VPN, turn off "Web Protection" component in the "Real-Time Protection" box (in Malwarebytes application). After you disconnect the VPN you can turn "Web Protection" on again.

Just to be sure is there anyone with this problem that doesn't have Malwarebytes installed? If so do you have any other security product?

I've experienced this problem, and I do have Malwarebytes installed. Thank you for the diagnosis.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on January 20, 2020, 08:52:23 PM
We have diagnosed the problem. Malwarebytes "Web Protection" component is blocking our VPN. Ive contacted them and hopefully we will reach solution.
Temporal workaround: before you turn on our VPN, turn off "Web Protection" component in the "Real-Time Protection" box (in Malwarebytes application). After you disconnect the VPN you can turn "Web Protection" on again.

Just to be sure is there anyone with this problem that doesn't have Malwarebytes installed? If so do you have any other security product?

I've experienced this problem, and I do have Malwarebytes installed. Thank you for the diagnosis.
The problem isn't in having Malwarebytes installed, the problem is in allowing Malwarebytes to be resident. (Always running)

Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: YahayKa on January 20, 2020, 10:57:36 PM
same here...all troubleshooting has been made but still not turning off...

any update???
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on January 20, 2020, 11:25:04 PM
same here...all troubleshooting has been made but still not turning off...

any update???
Did you read this reply from Avast?
https://forum.avast.com/index.php?topic=231530.msg1532813#msg1532813


Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 21, 2020, 06:38:19 AM
We have diagnosed the problem. Malwarebytes "Web Protection" component is blocking our VPN. Ive contacted them and hopefully we will reach solution.
Temporal workaround: before you turn on our VPN, turn off "Web Protection" component in the "Real-Time Protection" box (in Malwarebytes application). After you disconnect the VPN you can turn "Web Protection" on again.

Just to be sure is there anyone with this problem that doesn't have Malwarebytes installed? If so do you have any other security product?

I tested it a couple of times, and the workaround works. It is fine for the time being.

Interesting that after more than 10 years of working fine together there is a conflict.

One other thing that I have noticed over the last week is that I cannot eject any external password protected
backup Western Digital drives. It used to be fine till about a week. Now, every time I back
up and try to disconnect I get the old "The disk in still in use ..." stuff. I do not think that
WD Security can do much to interfere with Avast and/or Malwarebytes, but it just a thing
to log as it is another new behaviour.

Needless to say, I have seen this millions of times before and I could never figure out
what Windows was talking about I suppose it is another one of those "Windows things".

I do like Malwarebytes as it has helped me through some ransomeware infections years ago when out daughter shipped in something. So, I will keep it a running process as its protection is more important to me than VPN.

Thanks. I hope all this gets figured out.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on January 21, 2020, 10:36:09 AM
We have diagnosed the problem. Malwarebytes "Web Protection" component is blocking our VPN. Ive contacted them and hopefully we will reach solution.
Temporal workaround: before you turn on our VPN, turn off "Web Protection" component in the "Real-Time Protection" box (in Malwarebytes application). After you disconnect the VPN you can turn "Web Protection" on again.

Just to be sure is there anyone with this problem that doesn't have Malwarebytes installed? If so do you have any other security product?

I tested it a couple of times, and the workaround works. It is fine for the time being.

Interesting that after more than 10 years of working fine together there is a conflict.

One other thing that I have noticed over the last week is that I cannot eject any external password protected
backup Western Digital drives. It used to be fine till about a week. Now, every time I back
up and try to disconnect I get the old "The disk in still in use ..." stuff. I do not think that
WD Security can do much to interfere with Avast and/or Malwarebytes, but it just a thing
to log as it is another new behaviour.

Needless to say, I have seen this millions of times before and I could never figure out
what Windows was talking about I suppose it is another one of those "Windows things".

I do like Malwarebytes as it has helped me through some ransomeware infections years ago when out daughter shipped in something. So, I will keep it a running process as its protection is more important to me than VPN.

Thanks. I hope all this gets figured out.
On a personal note, I haven't used Malwarebytes as a resident program since they released their version 4 for 2 basic reasons.
1. It is too system intensive. (Slows down your computer.)
2. It really hasn't caught anything in many years. Anything caught has been done via Avast.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Darren119 on January 21, 2020, 12:18:23 PM
hi, yes i have Malwarebytes as well. Very possibly the culprit i will test tonight ...thank you for your investigation.

Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 22, 2020, 01:24:57 AM
I did some further tests and found that Malwarebytes is also the cause of my being unable to eject password protected Western Digital external drives.

So far, I have determined that only Exploit Protection can be on. If I turn off Web Protection, Malware Protection and Ransomeware Protection, I can ejected the external drives. Looks like some part of MB is know accessing the drive. As there are 8 more possible settings to test, and it is not of great interest to me, I may or may not get to the critical settings. But, if you have the same problem, turn off all four components, wait a few seconds, and then eject.

Curiously, non-password protected devices eject without trouble! May be some subtle interplay between WD Security and MB.

As far as VPN in concerned, turning off Web Protection does the trick.

So, thanks, Pavel. Good job!
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Darren119 on January 22, 2020, 08:37:18 AM
malwarebytes top switch (Web Protection) switched off...Avast VPN switches off properly and behaves as expected again. Confirmed here also.

But i am concerned that this now leaves my system open to potential problems.

I assume this is a Malwarebytes problem and not an Avast problem, if Malwarebytes issues a fix/update for this problem can someone please notify us here so we can update and resume the Web Protection to ON.

many thanks
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 22, 2020, 07:11:06 PM
malwarebytes top switch (Web Protection) switched off...Avast VPN switches off properly and behaves as expected again. Confirmed here also.

But i am concerned that this now leaves my system open to potential problems.

I assume this is a Malwarebytes problem and not an Avast problem, if Malwarebytes issues a fix/update for this problem can someone please notify us here so we can update and resume the Web Protection to ON.

many thanks

As you say, it is a MB problem - including my issues with Western Digital Security.

I am going to post on the MB forum and hopefully it will get looked into. I will be referring this thread there so that the MB experts/developers are aware that preliminary work has been done on the VPN issue.

If I hear anything over there, I will post here, but you may want to just move over to the MB forum as it is really not an Avast issue.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on January 22, 2020, 08:42:07 PM
malwarebytes top switch (Web Protection) switched off...Avast VPN switches off properly and behaves as expected again. Confirmed here also.

But i am concerned that this now leaves my system open to potential problems.

I assume this is a Malwarebytes problem and not an Avast problem, if Malwarebytes issues a fix/update for this problem can someone please notify us here so we can update and resume the Web Protection to ON.

many thanks

As you say, it is a MB problem - including my issues with Western Digital Security.

I am going to post on the MB forum and hopefully it will get looked into. I will be referring this thread there so that the MB experts/developers are aware that preliminary work has been done on the VPN issue.

If I hear anything over there, I will post here, but you may want to just move over to the MB forum as it is really not an Avast issue.
Avast has already stated that they have been in contact with MB.
https://forum.avast.com/index.php?topic=231530.msg1532813#msg1532813 (https://forum.avast.com/index.php?topic=231530.msg1532813#msg1532813)
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Asyn on January 23, 2020, 04:27:12 AM
Hi guys, good news: https://forum.avast.com/index.php?topic=231718.msg1533136#msg1533136
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 26, 2020, 05:46:19 PM
Hi guys, good news: https://forum.avast.com/index.php?topic=231718.msg1533136#msg1533136

Thanks. But, I cannot get the beta version (perhaps it is still being worked on).

I created a ticket with MB. They wanted logs and I just uploaded those.

I also got an email saying that there is an update that fixes the issue and that I should update. THEY ARE WRONG!! THERE IS NO FIX!!! DO NOT UPDATE AND THEN TRY VPN. YOU WILL END UP WITH THE SAME PROBLEM!!!

If I get a response from them, I will let this thread know.

Note that I also have the issue with Western Digital Security. I have mentioned that as well in my MB ticket.



Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Darren119 on January 27, 2020, 08:52:11 AM
once you turn on "allow Beta versions" in the settings of Malwarebytes and hit "Update" again it downloads the Beta version and.....

ALL WORKING BACK TO NORMAL AGAIN.

Thanks Avast for your work tracking it down and nudging to fix the problem! i must say im most impressed with your response

Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on January 28, 2020, 06:39:08 PM
once you turn on "allow Beta versions" in the settings of Malwarebytes and hit "Update" again it downloads the Beta version and.....

ALL WORKING BACK TO NORMAL AGAIN.

Thanks Avast for your work tracking it down and nudging to fix the problem! i must say im most impressed with your response



Second the thanks to the Avast team. This is the second time in about a year that it has quickly fixed a problem.

All working fine with the MB beta upgrade -- even the issue with Western Digital Security has gone away.

Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Echo Ridge on February 01, 2020, 09:09:22 AM
once you turn on "allow Beta versions" in the settings of Malwarebytes and hit "Update" again it downloads the Beta version and.....

ALL WORKING BACK TO NORMAL AGAIN.

Thanks Avast for your work tracking it down and nudging to fix the problem! i must say im most impressed with your response


I can confirm that this fix also worked for me.  I had the same issues as other members posted here but the steps above worked first time.  Thank you.   
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on February 01, 2020, 04:49:42 PM
Just want to add one more thing.

The beta seemed a cosmetic fix as I found it kept crashing and restarting on my computer. MB responded to my ticket saying that I need to do a clean install to a new update. I did that. Again, the
two issues that bugged me (VPN and Western Digital interactions) are gone, but MB still keeps crashing and restarting several times a day. The Windows Reliability Monitor is as ugly as ever -- and I doubt it can show a lower reading!

I have replied to the tech who was handling my ticket about the instability.

So, I am pulling the plug on MB, at least for the time being.

I can hear bob3061 saying "I told you so"!!!!!!!!!!!!!!!
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: bob3160 on February 01, 2020, 05:35:48 PM
Just want to add one more thing.

The beta seemed a cosmetic fix as I found it kept crashing and restarting on my computer. MB responded to my ticket saying that I need to do a clean install to a new update. I did that. Again, the
two issues that bugged me (VPN and Western Digital interactions) are gone, but MB still keeps crashing and restarting several times a day. The Windows Reliability Monitor is as ugly as ever -- and I doubt it can show a lower reading!

I have replied to the tech who was handling my ticket about the instability.

So, I am pulling the plug on MB, at least for the time being.

I can hear bob3061 saying "I told you so"!!!!!!!!!!!!!!!
:) Just use MB on demand till this is totally fixed.
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Echo Ridge on February 02, 2020, 02:03:35 AM
Just want to add one more thing.

The beta seemed a cosmetic fix as I found it kept crashing and restarting on my computer. MB responded to my ticket saying that I need to do a clean install to a new update. I did that. Again, the
two issues that bugged me (VPN and Western Digital interactions) are gone, but MB still keeps crashing and restarting several times a day. The Windows Reliability Monitor is as ugly as ever -- and I doubt it can show a lower reading!

I have replied to the tech who was handling my ticket about the instability.

So, I am pulling the plug on MB, at least for the time being.

I can hear bob3061 saying "I told you so"!!!!!!!!!!!!!!!


That's unfortunate indeed.  Mine has been working fine since but I'll be keeping an eye on it.  Not sure if it means anything but I have a lifetime license of Malwarebytes with program version 4.0.4 Malwarebytes (Premium).  In addition, I only have the Avast Secureline installed.  I don't have Avast Internet Security etc, only the standalone Secureline subscription.

Up until a couple of days ago, I had never had an issue with these two working with each other.  Everything seems good now though (fingers crossed).
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Darren119 on February 25, 2020, 11:17:44 AM
all of a sudden, yesterday, this problem HAS RETURNED!!!??? EXACTLY the same problem, spinning red switch that never stops spinning into off, i need to reboot to get back internet access?

has Malwarebytes screwed us again? anyone else had it return?
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: Rhenzi on February 26, 2020, 10:42:52 PM
all of a sudden, yesterday, this problem HAS RETURNED!!!??? EXACTLY the same problem, spinning red switch that never stops spinning into off, i need to reboot to get back internet access?

has Malwarebytes screwed us again? anyone else had it return?

I just started using Avast VPN a couple of days ago on a Windows 10 Home system and have encountered this behavior also.  I too am using Malwarebytes
Title: Re: Avast VPN not turning off and hanging Windows 10 Sshutdown
Post by: J2roc on March 07, 2020, 05:06:27 PM
all of a sudden, yesterday, this problem HAS RETURNED!!!??? EXACTLY the same problem, spinning red switch that never stops spinning into off, i need to reboot to get back internet access?

has Malwarebytes screwed us again? anyone else had it return?

Same here! I had dumped MB back in January and everything was fine. Not one to leave things alone (!), I reinstalled it (from the MB website) this morning thinking that they would have ironed out the problems by now. After all I had opened a ticket and explained everything to them before they closed it as I was going to be away for three weeks.

Alas! Right away, I ran into exactly what you say. MB came off the machine once more. Avast VPN is back to normal.

I do not think that I will be touch MB in the foreseeable future ....