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Consumer Products => Avast SecureLine VPN => Avast SecureLine VPN for Windows => Topic started by: matthew527 on February 15, 2021, 05:57:17 AM

Title: No Internet connection when Avast SecureLine is turned on
Post by: matthew527 on February 15, 2021, 05:57:17 AM
Hello, Avast Forum.

I had recently got this issue after a windows update, My avast secureline didn't work as expected anymore. When I switch it on, it does connect to the VPN and the Avast SecureLine app says it's connected and my privacy are protected.
https://prnt.sc/zk44jj
(https://prnt.sc/zk44jj)

After a few mins the VPN turned on and my Internet connection are lost, Avast SecureLine somehow reconnect itself :
https://prnt.sc/zk4in7
(https://prnt.sc/zk4in7)

and It will never, ever, ever, ever want to connect again on it's own.

So I need to switch the VPN off again like this :
https://prnt.sc/zk4mka
(https://prnt.sc/zk4mka)

I noticed something that when Avast SecureLine VPN are connected, windows does say some internet adapter are connected and it's still Identifying.... and it says No internet access which is Indeed my problem. No internet connected when the VPN is connected.
https://prnt.sc/zk4qsw
(https://prnt.sc/zk4qsw)


EDIT 1 : The screenshot image doesn't show up so I will just put the RAW links there.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: Asyn on February 15, 2021, 11:51:25 AM
Please attach your screenshot(s), some of us don't follow external links. ;)
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: juvyjabian on March 09, 2021, 02:14:35 AM
I have the same problem here. I just bought Avast VPN and after turning it on, my internet connection just lost. I turn avast vpn off and my internet is back.

What could be the possible reason for this?


Thanks
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: Asyn on March 11, 2021, 11:41:01 AM
I have the same problem here. I just bought Avast VPN and after turning it on, my internet connection just lost. I turn avast vpn off and my internet is back.

What could be the possible reason for this?
-> https://support.avast.com/en-ww/article/222/ (Changing DNS settings)
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: itsjymmi on April 12, 2021, 11:23:56 PM
Hi,
I purchased Secureline VPN via HumbleBundle recently have just installed it. I am having the same issue where my internet drops whenever I try to connect to any servers. I have tried servers in both the US and the UK and get the same result each time.

I have tried changing my DNS settings as suggested in many posts on this forum but it has not resolved the issue. I still get disconnected from the internet with all 4 of the suggested DNS servers.

I'm on a wired Ethernet connection to a Fiber service. Can anyone please suggest another work-around?

Thanks in advance.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: bob3160 on April 13, 2021, 12:44:03 AM
Are you allowing the VPN connection in the firewall?
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: itsjymmi on April 13, 2021, 01:41:32 AM
Are you allowing the VPN connection in the firewall?
Hi Bob,

I'm not seeing anything Avast or SecureLine related in the Allowed apps and features list of Windows Defender Firewall. And when I click on 'Allow another app', nothing is there. Is there a particular exe file I should browse for and add? I see multiple exe files in the VPN folder in the 'Program Files' folder.

Thanks in advance for your help.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: bob3160 on April 13, 2021, 01:13:43 PM
Are you allowing the VPN connection in the firewall?
Hi Bob,

I'm not seeing anything Avast or SecureLine related in the Allowed apps and features list of Windows Defender Firewall. And when I click on 'Allow another app', nothing is there. Is there a particular exe file I should browse for and add? I see multiple exe files in the VPN folder in the 'Program Files' folder.

Thanks in advance for your help.
It isn't so much allowing as making sure it isn't being blocked by the firewall.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: itsjymmi on April 13, 2021, 05:22:54 PM
Are you allowing the VPN connection in the firewall?
Hi Bob,

I'm not seeing anything Avast or SecureLine related in the Allowed apps and features list of Windows Defender Firewall. And when I click on 'Allow another app', nothing is there. Is there a particular exe file I should browse for and add? I see multiple exe files in the VPN folder in the 'Program Files' folder.

Thanks in advance for your help.
It isn't so much allowing as making sure it isn't being blocked by the firewall.
I'm not getting any Firewall warnings so I would presume that it isn't being blocked.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: itsjymmi on April 14, 2021, 11:12:18 PM
Hi again,

While waiting for a reply, I've been trying the 'change dns settings' option again. Unfortunately, I've had no luck. However, while looking at my router config, I've noticed that my router/isp uses IPv6 while the linked 'change DNS settings' page asks you to change the settings for IPv4. Could this be why I am continuing to have this issue?

The settings screen for 'Internet Protocol Version 6 (TCP /IPv6)' looks slightly different to that of the IPv4 screen so I haven't taken the chance of playing around with that yet without advice.

So, I guess my question is, should I be adding the DNS addresses to the IPv6 settings screen rather than the IPv4 screen in my case?

Thank you in advance once again.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: itsjymmi on April 15, 2021, 03:03:17 AM
Okay, I managed to get it working by changing the IPv6 DNS settings. However, I am extremely disappointed in this VPN and will be requesting a refund via HumbleBundle.

It doesn't work with BBC iPlayer (The BBC site can detect I am using a VPN on all 3 UK based servers)

It doesn't work with Netflix US or Netflix UK (Again, Netflix can detect that I am using a VPN on all servers and limits what I can view)

The number of servers per country is extremely limited and Obviously popular sites such as Netflix have them black listed.

Most importantly, the support here is terrible! I literally had to figure things out on my own and took a huge risk with my system with googling public IPv6 DNS settings and going ahead with implementing them (I'm not very computer savvy and support was essential here!). Verified and trusted IPv6 options should be listed on the page that is copied and pasted in response to everyone here on these forums who have suffered the same issues as I did. Also, after being asked if my Firewall was blocking the software and I responded, Nothing! No further attempts to solve my issue were made despite my further questions.

All in all, this entire experience was tedious and nerve wrecking and at the end of the day, the product didn't perform as expected. I'll be advising people I know to stay clear of Avast products both now and in the future.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: r@vast on April 15, 2021, 01:12:47 PM
Okay, I managed to get it working by changing the IPv6 DNS settings. However, I am extremely disappointed in this VPN and will be requesting a refund via HumbleBundle.

It doesn't work with BBC iPlayer (The BBC site can detect I am using a VPN on all 3 UK based servers)

It doesn't work with Netflix US or Netflix UK (Again, Netflix can detect that I am using a VPN on all servers and limits what I can view)

The number of servers per country is extremely limited and Obviously popular sites such as Netflix have them black listed.

Most importantly, the support here is terrible! I literally had to figure things out on my own and took a huge risk with my system with googling public IPv6 DNS settings and going ahead with implementing them (I'm not very computer savvy and support was essential here!). Verified and trusted IPv6 options should be listed on the page that is copied and pasted in response to everyone here on these forums who have suffered the same issues as I did. Also, after being asked if my Firewall was blocking the software and I responded, Nothing! No further attempts to solve my issue were made despite my further questions.

All in all, this entire experience was tedious and nerve wrecking and at the end of the day, the product didn't perform as expected. I'll be advising people I know to stay clear of Avast products both now and in the future.

Hi,

This forum is public. Those who assisted you were doing so on a voluntary basis.

If you are a paid subscriber then I would suggest that you contact support via https://support.avast.com/en-ww/contact/paid
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: kyrre on May 08, 2021, 01:18:57 PM
I have the same problem
When I turn on VPN, I log off the internet. Error message; Avast antivirus firewall, supplier; Avast SecureLine Provider

Another message is; The DNS address cannot be reached
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: bob3160 on May 08, 2021, 03:56:43 PM
I have the same problem
When I turn on VPN, I log off the internet. Error message; Avast antivirus firewall, supplier; Avast SecureLine Provider

Another message is; The DNS address cannot be reached
What do you mean by "I log off the internet"?
Does the use of the VPN stop your internet connection or, are you logging off (turning off) the internet?
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: robert1604 on May 09, 2021, 02:43:13 PM
I'm the same, since Avast SecureLine VPN update yesterday, every time I connect via VPN I lose my internet connection.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: robert1604 on May 09, 2021, 05:35:32 PM
Quick uninstall/reinstall sorts it out.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: Johan161 on May 09, 2021, 07:24:55 PM
Hi,

I have the same issue.

Asked under VPN general and de-installed and did a new install, as bob3160 suggested, but it did not resolve the issue.

This is a great frustration, as this is a paid for product.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: bob3160 on May 09, 2021, 10:06:25 PM
I've reported this to Avast. Let's see if that helps.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: r@vast on May 10, 2021, 06:07:54 PM
Hi,

I have the same issue.

Asked under VPN general and de-installed and did a new install, as bob3160 suggested, but it did not resolve the issue.

This is a great frustration, as this is a paid for product.

Hi,

For support with paid products, you can contact support via https://support.avast.com/en-ww/contact/paid
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: Johan162 on May 11, 2021, 03:09:51 PM
Hi

Hi,

I have the same issue.

Asked under VPN general and de-installed and did a new install, as bob3160 suggested, but it did not resolve the issue.

This is a great frustration, as this is a paid for product.

My problem was resolved: I used the 'Chat' function under help and someone assisted me. He made a change in settings to 'experimental' and 'Avast mimic', and perhaps something else.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: D'Rocks of'Angelo on August 20, 2021, 05:11:38 AM
No need to uninstall/install.
Go to settings, then Experimental, then change the protocol to Avast Mimic
That's all. See attached image.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: adge.cutler on September 07, 2021, 10:01:00 AM
Avast SecureLine VPN reinstalled at least 4 times, every time I connect via VPN I loose my web connection. Concentrating on the cause took a long time, what I found that the software currupts theWinsock for browsing the web. Finally I ran the Command Prompt as administrator: 'netsh winsock reset'   After reboot all was back to normal browing. I have now uninstalled this product until Avast sorts the problem out.
Title: Re: No Internet connection when Avast SecureLine is turned on
Post by: DavidR on September 07, 2021, 11:23:00 AM
Avast SecureLine VPN reinstalled at least 4 times, every time I connect via VPN I loose my web connection. Concentrating on the cause took a long time, what I found that the software currupts theWinsock for browsing the web. Finally I ran the Command Prompt as administrator: 'netsh winsock reset'   After reboot all was back to normal browing. I have now uninstalled this product until Avast sorts the problem out.

Presumably you didn't try the suggestion in the post above yours.