Author Topic: SecureLine VPN License  (Read 25449 times)

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SecureLine VPN License
« on: February 17, 2015, 10:34:27 PM »
I have a vpn license valid for 2 years, yet when I use avast.com the license isn't working.

Exert for the log...
Feb 16 09:25:00 2015 --- BeginActivateLicense called (0)
Mon Feb 16 09:25:00 2015 --- ThreadActivateLicense starting
Mon Feb 16 09:25:00 2015 --- LicenseExpired
Mon Feb 16 09:25:00 2015 --- Expiration time: 1422864872

Is there any way to get the license?
I can't download from the digitalriver website (There's no button) , anyone figured this out?
and the avast.com one doesn't work says expired.

Offline Asyn

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Re: SecureLine VPN License
« Reply #1 on: February 18, 2015, 06:32:57 AM »
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

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Re: SecureLine VPN License
« Reply #2 on: February 20, 2015, 10:05:36 PM »
I have just requested money back. Suggest you do the same. Had for 2 days not working and support is less than pathetic and does not understand English. >:(

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Re: SecureLine VPN License
« Reply #3 on: February 24, 2015, 09:50:00 AM »
I also have a 2 year licence for Secureline VPN which has never worked so I have asked for cancellation of the licence and a full refund BUT Avast! doesn't have the manners to reply. I sent a ticket ref. #WVQ-992-59837.
Perhaps this will get a reply. I suppose that if Secureline VPN won't let me connect to the internet then I am invisible, but I don't think that is what is meant!

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Re: SecureLine VPN License
« Reply #4 on: March 13, 2015, 10:56:27 PM »
I have the same problem and so far unresolved.

Offline marc_mib

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Re: SecureLine VPN License
« Reply #5 on: March 16, 2015, 02:18:45 AM »
me to dose not work hope to hell they can fix the problem

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Re: SecureLine VPN License
« Reply #6 on: March 16, 2015, 12:41:02 PM »
Same for me, send 3 e-mails to avast but still no reply back and also did ticket support. The support for theyre products is pathetic. Get your shit together Avast and finally start helping people!!

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Re: SecureLine VPN License
« Reply #7 on: March 16, 2015, 08:17:15 PM »
Same problem with me! This is so annoying!!! I used the free-trial for 3 days and it was awesome, worked perfectly. When it expired I decided to buy a 2-year license because I didn't want to worry about it for a long time but it's been a nightmare!!

So here's what I did multiple times: I downloaded the license (from the e-mail they sent, and also from my avast account page cause maybe there was something wrong with the license they sent via e-mail?!), opened it, checked my information and pressed the Ok-button. That's where it says the license has been added successfully. However, the SecureLine VPN tab still showed the message which says my license has expired and when I tried to connect it said "Sorry, your license has been refused by the SecureLine server".

I sent a ticket to Avast Support requesting for help two days ago but no answer so far (to be fair, it was on a Friday). I've read every post on this matter during the weekend. Some people had the same problem but then their licenses started working out of the blue (apparently the problem was with the server, not their licenses). Some other people sent tickets and were requested to pay an additional $179 (which would really piss me off!!) so a "specialist" could look into their computers and find the problem. And there's a third group of people who requested their money back, which I believe is the wisest thing to do.

I've tried everything I could imagine. Checked if there were any updates - everything was up to date -, uninstalled the whole thing then installed it back - no luck -, tried adding the avastvpn.license with and without the Avast! IS license being active, tried the secure line software to add it too. Nothing seems to work... Oh and sometimes, after trying to add the license, Avast! IS goes all crazy-alert mode saying my computer is at risk and unprotected LOL Don't know if any of you guys have experienced that.

No words can describe how much I regret this purchase.

Offline anarkii

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Re: SecureLine VPN License
« Reply #8 on: March 17, 2015, 12:49:52 PM »
I brought the Secure VPN service myself and just like you, the trial worked great.
I have been a good customer with Internet Security for a couple years now, not having a problem. Soon as I purchased the Secure VPN licence, it just refuses to work.  Keeps saying either 'Product not yet activated" or "Licence expired".

Sent a ticket but if I dont hear back in a week ill just cancel it I think.

Offline schmidthouse

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Re: SecureLine VPN License
« Reply #9 on: March 17, 2015, 04:57:49 PM »
It would be extremely helpful if Avast Secureline Techs would shed some light on this ISSUE!

It appears the numbers are growing, of users having good Secureline VPN service/experience during TRIAL period..... but after purchasing a License for service> there is known!

I have followed this for months and have yet to read any attempt at explaining how the Trial works but as soon as license is purchased/applied the product doesn't work for many users. ???
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Re: SecureLine VPN License
« Reply #10 on: March 17, 2015, 11:22:33 PM »
Same problem here. I installed a new hard drive in my laptop, then installed Windows 8.1 OS. Next thing I did was install Avast, but now the VPN license doesn't work.

Avast help desk told me it was because my computer has conflicting software (again, this is a fresh OS install with only Avast software). Basically told me that I was stupid, he's a genius, and there's nothing wrong with the license. Refused to email me a "license.avastvpn" license file. Told me there was no such thing. I assured him there was since I downloaded it from their website. It expires 09/14/2015.

So I'm SOL. It's for my business so I will just mark it up as a sunk cost and go with Kapersky. Used Avast for years, don't know what happened to the software and support all of a sudden. I would suggest dispute it with your credit card company and choose another antivirus/VPN.

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Re: SecureLine VPN License
« Reply #11 on: March 18, 2015, 03:42:41 PM »
My situation is identical, except that I did not have the free trial prior to purchasing Secureline.  Everything else (message indicating successful insertion of license yet does not work) follows what has already been detailed.

Both experiences with tech support indicate that their primary directive is not to solve the problem, but to sell the $170 "Microsoft Certified Technician" to fix my computer.  This 3 month old machine has some errors in the logs.  Between that and "antivirus conflict," the phone support adopts a holier-than-thou attitude and attempts to make you feel scared (of Avast AV not working properly unless you pay the big bucks) and stupid ("An error is an error sir," she said, after I mentioned that she did not look at any of the error messages specifically, just noted that there were some, "Anyone, even non technical knows what an error is." Nice).

Her BIGGEST issue though was this antivirus conflict.  I bought the HP machine at Xmas and promptly removed McAfee.  Apparently it left behind a folder, which was yesterday's phone support's big to-do: "YOU HAVE MULTIPLE ANTIVIRUSES, SIR! SECURELINE WILL NOT WORK!" After removing the folder, today's shut-the-customer-down tactic is...

Windows Defender.

Which is turned off.  Maria (naming names here) claims it MUST be removed in order for Secureline VPN to work.  Not shut off, REMOVED.  Someone please correct me, but it is my understanding that Defender is a component of Windows 8.1. and CANNOT be removed, only shut off.

Do the magic Microsoft/Avast $170 technicians have a way to REMOVE Windows Defender?  If not, then the basis of the phone tech's argument is moot.  And hence, a scam.

Oh, and in the interest of full disclosure, I also had Malewarebites on the machine, which I knew enough to uninstall before calling tech support again today.

Here is the bottom line, Avast: The forums clearly indicate that there is a problem and that an appropriate solution has not been found.  Moreover, Avast seems to not be issuing refunds, by and large, and is instead

1) blaming the user's machine
2) shilling for MORE money

I am fairly disgusted--not because a product isn't working, that is something that does happen from time to time, but at the callous and dismissive attitudes of the phone staff, and the transparent attempt to bilk your customers of a large sum of money simply to get YOUR product to work.

Avast, PLEASE RESPOND

Thank You,

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Re: SecureLine VPN License
« Reply #12 on: March 18, 2015, 10:45:13 PM »
About not issuing refunds: they have a 30 day money back policy. They have to reimburse us. I've sent a ticket formally requesting the refund, in theory they should've answered in 24 hours (according to the submission page) but guess what? Yup. No response.

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Re: SecureLine VPN License
« Reply #13 on: March 19, 2015, 04:52:23 AM »
I've got a positive update. I opened a ticket that was responded to promptly and courteously. Not sure why the change of tone, but it was certainly welcome. It's like Jekyll and Hyde. I don't know where Hyde came from as I've always had a great experience with Avast for years. Anyway, here's the good news from email tech support. I hope it's true. I'm just going to wait for the update, personally.

"
We have notified our developers about this issue and they have identified the problem. We will release a new update at the end of this week, hopefully in the beginning of the week which should fix this issue.

For the time being, please try this workaround below which may work.

1. disable Avast Self-defense: open Avast and go to > Settings > Troubleshooting > untick "Enable Avast self-defense module" and confirm it by pressing "Yes".

2. Download and COPY the "license.avastvpn" file attached to this email and PASTE it to this folder " C:\ProgramData\AVAST Software\Avast "
Note: ProgramData folder may be a hidden folder sometimes, therefore please make your PC to show hidden folder following the directions below:
Windows XP: https://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/win_fcab_show_file_extensions.mspx?mfr=true
Windows Vista : http://windows.microsoft.com/en-us/windows/show-hidden-files#show-hidden-files=windows-vista
Windows 7: http://windows.microsoft.com/en-us/windows/show-hidden-files#show-hidden-files=windows-7
Windows 8: http://www.bleepingcomputer.com/tutorials/show-hidden-files-in-windows-8/

3. After pasting the "license.avastvpn" file, re-enable Avast Self-defense and RESTART your PC.
"
 

Offline schmidthouse

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Re: SecureLine VPN License
« Reply #14 on: March 19, 2015, 05:11:46 AM »
Good to hear that Avast has recognized the issue and identified it.
Let's see how the "FIX" works for users.
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