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Consumer Products => Avast SecureLine VPN => Topic started by: Johan161 on May 09, 2021, 05:13:59 PM

Title: No internet access using VPN, perfect internet access when VPN is off.
Post by: Johan161 on May 09, 2021, 05:13:59 PM

Hello, All

I have been using Avast VPN for nearly 2 years without a problem. Suddenly, since yesterday I am not able to connect to the internet when using VPN. Following the suggestions in Help to inter alia to reset DNS does not work.

Any help would be appreciated.

Regards

Title: Re: No internet access using VPN, perfect internet access when VPN is off.
Post by: bob3160 on May 09, 2021, 06:49:34 PM

Quote from: Johan161 on May 09, 2021, 05:13:59 PM

Hello, All

I have been using Avast VPN for nearly 2 years without a problem. Suddenly, since yesterday I am not able to connect to the internet when using VPN. Following the suggestions in Help to inter alia to reset DNS does not work.

Any help would be appreciated.

Regards

Someone had luck by doing a clean install. Remove and re-install worked for them.

Title: Re: No internet access using VPN, perfect internet access when VPN is off.
Post by: Johan161 on May 09, 2021, 07:09:24 PM

Thanks, bob3160, but doing a clean install - remove and re-install did not work for me.

Title: Re: No internet access using VPN, perfect internet access when VPN is off.
Post by: krahulik on May 09, 2021, 10:23:41 PM

Hello Johan,
could you describe more your connectivity - ISP, country, etc. The typical situation when VPN session can be established but almost no data can be transferred within the tunel is when MTU of some network element on the route is too low.

Title: Re: No internet access using VPN, perfect internet access when VPN is off.
Post by: Johan161 on May 10, 2021, 09:47:25 AM

Quote from: krahulik on May 09, 2021, 10:23:41 PM

Hello Johan,
could you describe more your connectivity - ISP, country, etc. The typical situation when VPN session can be established but almost no data can be transferred within the tunel is when MTU of some network element on the route is too low.

Hi, Krahulik

I am from South-Africa and ISP is Vodacom. I connect via LAN.

Title: Re: No internet access using VPN, perfect internet access when VPN is off.
Post by: krahulik on May 11, 2021, 10:02:05 AM

Hello,
the similar issue has been found in the Windows client related to wrong naming of a TAP adapter. The hotfix is about to be tested and released. Product reinstallation or execution of the following elevated command should according to the Windows team temporarily fix it:
"c:\Program Files\Avast Software\SecureLine VPN\tapinstall.exe" remove aswTap

Thank you for the reporting and have a nice day,
Martin

Title: Re: No internet access using VPN, perfect internet access when VPN is off.
Post by: William774 on May 13, 2021, 10:13:30 PM

I am in the USA using ATT with 186 mbps download UNTIL I turn on the SecureLine VPN and then I have no internet connection at all.

Title: Re: No internet access using VPN, perfect internet access when VPN is off.
Post by: r@vast on May 14, 2021, 03:03:54 PM

Quote from: William774 on May 13, 2021, 10:13:30 PM

I am in the USA using ATT with 186 mbps download UNTIL I turn on the SecureLine VPN and then I have no internet connection at all.

Hi,

Could you please re-install Avast SecureLine VPN.
Uninstall:https://support.avast.com/en-ww/article/Uninstall-SecureLine-VPN/
Install: https://support.avast.com/en-ww/article/Install-SecureLine-VPN/

If the issue persists, please contact support via https://support.avast.com/en-us/contact/