Avast Secureline won't connect to any location

[REDACTED]

I have Secureline, license is showing as valid, I haven't changed anything at all and usually it just connects automatically when I turn on the PC.  When i try to connect it will say connecting... then a message saying it's not possible to establish a connection.  I've tried the standalone secureline and the integrated one.  I've tried a repair of Avast and i've tried a reinstall.  I've tried a system repair.  Still can't connect to anywhere.  Any ideas?   

[REDACTED]

After trying everything I called Avast helpline.  They used remote assistance to try all the stuff I already did then blamed Windows 10 for blocking the program somehow..  They also said my 20 updates received in the last 24 hours is an indication of the problem as I should only get one a day... although it says "updates received" they reckoned these were "updates pending due to a windows issue" and offered me some further technical help for over $200.  I'm lost

[REDACTED]

I have just completely reinstalled windows... secureline still won't connect to any location 

[REDACTED]

Tue Apr 12 04:39:34 2016 --- | win: 6.2.9200 x64  | SLS build: .244 |
Tue Apr 12 04:39:34 2016 --- Failed to open handle to WLAN1062
Tue Apr 12 04:39:35 2016 --- SecureLine license file not found: 900006
Tue Apr 12 04:39:35 2016 --- LicenseValid
Tue Apr 12 04:39:35 2016 --- Expiration time: 1478407009
Tue Apr 12 04:39:35 2016 --- licType: 0
Tue Apr 12 04:39:35 2016 --- isAutorenewal: 1
Tue Apr 12 04:39:35 2016 --- licPeriod: 6
Tue Apr 12 04:39:35 2016 --- UULID=yr0Wob3kPLqBczJApYElP1X3v5plr7
Tue Apr 12 04:39:35 2016 --- StateReady/StateDisconnected
Tue Apr 12 04:39:38 2016 --- SecureLine driver is not installed
Tue Apr 12 04:39:38 2016 --- StateInstallingDriver
Tue Apr 12 04:39:38 2016 --- Entering AllowAvastSignedDriverInstallPolicy
Tue Apr 12 04:39:38 2016 --- Entering sysSetDriverSigningPolicy
Tue Apr 12 04:39:38 2016 --- Debug: Windows Vista (or higher) detected. Skipping Driver Signing Policy adjustment.
Tue Apr 12 04:39:39 2016 --- TapInstall told us: Driver is being installed...
Device node created. Install is complete when drivers are installed...
Updating drivers for aswTap from C:\Program Files\AVAST Software\SecureLine\OpenVpn\driver\win64\ndis6\aswTap.inf.
Drivers installed successfully.

Tue Apr 12 04:39:39 2016 --- SecureLine driver installed successfully
Tue Apr 12 04:39:39 2016 --- Entering ResumeStandardDriverInstallPolicy
Tue Apr 12 04:39:39 2016 --- Entering sysSetDriverSigningPolicy
Tue Apr 12 04:39:39 2016 --- Debug: Windows Vista (or higher) detected. Skipping Driver Signing Policy adjustment.
Tue Apr 12 04:39:39 2016 --- StateConnecting
Tue Apr 12 04:39:39 2016 --- missing credentials files
Tue Apr 12 04:39:39 2016 --- GetConfig called.
Tue Apr 12 04:39:41 2016 --- SecureLine license file not found: 900006
Tue Apr 12 04:39:41 2016 --- EditOpenVpnConnectionFiles called.
Tue Apr 12 04:39:41 2016 --- slw
Tue Apr 12 04:39:41 2016 --- OVPN: OpenVPN 2.3_git Windows-MSVC [SSL (OpenSSL)] [LZO] [PKCS11] [eurephia] [IPv6] built on Apr 21 2015
Tue Apr 12 04:39:42 2016 --- OVPN: UDPv4 link local: [undef]
Tue Apr 12 04:39:42 2016 --- OVPN: UDPv4 link remote: [AF_INET]168.1.69.113:1194
Tue Apr 12 04:39:42 2016 --- OVPN: WARNING: this configuration may cache passwords in memory -- use the auth-nocache option to prevent this
Tue Apr 12 04:39:43 2016 --- OVPN: [mel80-001.ff.avast.com] Peer Connection Initiated with [AF_INET]168.1.69.113:1194
Tue Apr 12 04:39:45 2016 --- OVPN: AUTH: Received control message: AUTH_FAILED
Tue Apr 12 04:39:45 2016 --- Disconnect requested.
Tue Apr 12 04:39:45 2016 --- Disconnect request processed, shutdown event was set.
Tue Apr 12 04:39:45 2016 --- OVPN: SIGTERM[soft,auth-failure] received, process exiting
Tue Apr 12 04:39:45 2016 --- Disconnect requested.
Tue Apr 12 04:39:45 2016 --- BeginDisconnectFromServer: openvpn shutdown event state: 100013
Tue Apr 12 04:39:48 2016 --- ErrorUnknownConnectionError
Tue Apr 12 04:39:48 2016 --- StateDisconnecting
Tue Apr 12 04:39:48 2016 --- StateReady/StateDisconnected
----------------------------------------------------------------------
Tue Apr 12 04:39:52 2016 --- SecureLine driver is installed
Tue Apr 12 04:39:52 2016 --- StateConnecting
Tue Apr 12 04:39:52 2016 --- slw
Tue Apr 12 04:39:52 2016 --- OVPN: OpenVPN 2.3_git Windows-MSVC [SSL (OpenSSL)] [LZO] [PKCS11] [eurephia] [IPv6] built on Apr 21 2015
Tue Apr 12 04:39:52 2016 --- OVPN: UDPv4 link local: [undef]
Tue Apr 12 04:39:52 2016 --- OVPN: UDPv4 link remote: [AF_INET]168.1.69.113:1194
Tue Apr 12 04:39:52 2016 --- OVPN: WARNING: this configuration may cache passwords in memory -- use the auth-nocache option to prevent this
Tue Apr 12 04:39:53 2016 --- OVPN: [mel80-001.ff.avast.com] Peer Connection Initiated with [AF_INET]168.1.69.113:1194
Tue Apr 12 04:39:56 2016 --- OVPN: AUTH: Received control message: AUTH_FAILED
Tue Apr 12 04:39:56 2016 --- Disconnect requested.
Tue Apr 12 04:39:56 2016 --- Disconnect request processed, shutdown event was set.
Tue Apr 12 04:39:56 2016 --- OVPN: SIGTERM[soft,auth-failure] received, process exiting
Tue Apr 12 04:39:56 2016 --- Disconnect requested.
Tue Apr 12 04:39:56 2016 --- BeginDisconnectFromServer: openvpn shutdown event state: 100013
Tue Apr 12 04:39:58 2016 --- ErrorUnknownConnectionError
Tue Apr 12 04:39:58 2016 --- StateDisconnecting
Tue Apr 12 04:39:58 2016 --- StateReady/StateDisconnected
----------------------------------------------------------------------
Tue Apr 12 04:40:02 2016 --- SecureLine driver is installed
Tue Apr 12 04:40:02 2016 --- StateConnecting
Tue Apr 12 04:40:02 2016 --- slw-fra
Tue Apr 12 04:40:02 2016 --- OVPN: OpenVPN 2.3_git Windows-MSVC [SSL (OpenSSL)] [LZO] [PKCS11] [eurephia] [IPv6] built on Apr 21 2015
Tue Apr 12 04:40:02 2016 --- OVPN: UDPv4 link local: [undef]
Tue Apr 12 04:40:02 2016 --- OVPN: UDPv4 link remote: [AF_INET]77.234.45.81:1194
Tue Apr 12 04:40:02 2016 --- OVPN: WARNING: this configuration may cache passwords in memory -- use the auth-nocache option to prevent this
Tue Apr 12 04:40:07 2016 --- OVPN: [fra12.ff.avast.com] Peer Connection Initiated with [AF_INET]77.234.45.81:1194
Tue Apr 12 04:40:09 2016 --- OVPN: AUTH: Received control message: AUTH_FAILED
Tue Apr 12 04:40:09 2016 --- Disconnect requested.
Tue Apr 12 04:40:09 2016 --- Disconnect request processed, shutdown event was set.
Tue Apr 12 04:40:09 2016 --- OVPN: SIGTERM[soft,auth-failure] received, process exiting
Tue Apr 12 04:40:09 2016 --- Disconnect requested.
Tue Apr 12 04:40:09 2016 --- BeginDisconnectFromServer: openvpn shutdown event state: 100013
Tue Apr 12 04:40:12 2016 --- ErrorUnknownConnectionError
Tue Apr 12 04:40:12 2016 --- StateDisconnecting
Tue Apr 12 04:40:12 2016 --- StateReady/StateDisconnected
----------------------------------------------------------------------
Tue Apr 12 04:40:16 2016 --- SecureLine driver is installed
Tue Apr 12 04:40:16 2016 --- StateConnecting
Tue Apr 12 04:40:16 2016 --- slw-hkg
Tue Apr 12 04:40:16 2016 --- OVPN: OpenVPN 2.3_git Windows-MSVC [SSL (OpenSSL)] [LZO] [PKCS11] [eurephia] [IPv6] built on Apr 21 2015
Tue Apr 12 04:40:16 2016 --- OVPN: UDPv4 link local: [undef]
Tue Apr 12 04:40:16 2016 --- OVPN: UDPv4 link remote: [AF_INET]119.81.145.164:1194
Tue Apr 12 04:40:16 2016 --- OVPN: WARNING: this configuration may cache passwords in memory -- use the auth-nocache option to prevent this
Tue Apr 12 04:40:18 2016 --- OVPN: [hkg80-006.ff.avast.com] Peer Connection Initiated with [AF_INET]119.81.145.164:1194
Tue Apr 12 04:40:21 2016 --- OVPN: AUTH: Received control message: AUTH_FAILED
Tue Apr 12 04:40:21 2016 --- Disconnect requested.
Tue Apr 12 04:40:21 2016 --- Disconnect request processed, shutdown event was set.
Tue Apr 12 04:40:21 2016 --- OVPN: SIGTERM[soft,auth-failure] received, process exiting
Tue Apr 12 04:40:21 2016 --- Disconnect requested.
Tue Apr 12 04:40:21 2016 --- BeginDisconnectFromServer: openvpn shutdown event state: 100013
Tue Apr 12 04:40:23 2016 --- ErrorUnknownConnectionError
Tue Apr 12 04:40:23 2016 --- StateDisconnecting
Tue Apr 12 04:40:23 2016 --- StateReady/StateDisconnected
----------------------------------------------------------------------

[Davidek]

Hi j3nnifer,

Sorry to hear about this issue.  We are looking at your log file and will get back to you as soon as we pinpoint the issue or if we need additional info.

Thank you for your patience and again apologies for this problem

Kind regards,

Davidek

[REDACTED]

Thank you very much.  Just to update it's still not working and Avast is the only program I have installed since the Windows reinstall.  I am now also receiving Avast unexpected errors when using the program.

[REDACTED]

To update further I actually reinstalled Windows 8.1 believing that if Windows 10 was the issue this would work.  Unfortunately it still doesn't work.  My daughter has a mac book and managed to get a trial Secureline which successfully connected so it isn't my wifi either.  I am all out of ideas.  Any suggestions would be great as I've been running it for 18 months without issue and was very happy with it. 

[REDACTED]

Today I factory restored my modem just in case there was some random setting there preventing Secureline from connecting.  I also downloaded a free trial of a different VPN from another provider and it works perfectly.  I think I've pretty much ruled out everything I could possibly rule out now..

[schmidthouse]

Today I factory restored my modem just in case there was some random setting there preventing Secureline from connecting.  I also downloaded a free trial of a different VPN from another provider and it works perfectly.  I think I've pretty much ruled out everything I could possibly rule out now..

Hopefully Davidek will respond soon as he has said they are reviewing you log which was 4 days ago

[REDACTED]

Windows did an update last night and Secureline miraculously started working again

[schmidthouse]

Windows did an update last night and Secureline miraculously started working again

Nice to hear your Secureline installation is working now.

[Davidek]

We did review the log and nothing really stuck out, so we were trying to replicate it in QA.

But Schmidthouse you are right, the responses could(should) be faster.  We will work on that.  Your honesty is appreciated.

[REDACTED]

There was the note in my avast dialog window of a new program version and so I updated to version 11.2.2261 and now the SecureLine VPN returns an empty window. The same for the Sign In, Feedback, Help and Store tabs. When I click those functions all I get are empty windows. I contacted Avast support but no response so far. Disappointing.

[Asyn]

Repair Avast:
1. Control Panel -> Add/Remove programs -> Avast
2. Click on 'Repair'.
3. Follow instructions.
4. Reboot.

[REDACTED]

Hi Asyn, thanks. Yes, I did this previously and now again, didn't help. I then dug out my old laptop that I discharged last year which had an older avast version on it. There the vpn worked fine. After updating to the current version on that old laptop the VPN and other functions don't work anymore. Does the VPN work on yours?