Author Topic: Lose my internet connection as soon as SecureLine VPN connects.  (Read 21412 times)

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Offline Eddy

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Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #15 on: September 14, 2016, 03:02:42 PM »
Quote
Is it possible to get emailed when there is a response?
Look at the "attachments and other options".
Quote
Seriously can someone sort this out?
Did you send avast the log file ?
If so, have patience as they are looking into it and trying to find the problem.

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  • Guest
Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #16 on: September 15, 2016, 05:26:08 AM »
As I have said I have a ticket and have been trying to get help for 11 days now, I have been patient but trial is about to run out.

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  • Guest
Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #17 on: September 19, 2016, 07:49:37 AM »
Yep its ran out now - so how will I be able to test if it is working? I would assume that you would extend my free trial why you take the time to even respond to my query. Really appalled by all levels of "support" from Avast!

Offline Davidek

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Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #18 on: September 19, 2016, 08:40:57 AM »
Hi Dizgrace,

I checked the support ticket you opened and unfortunately there is no log file attached.

Without that it is tough to diagnose where the problem is.  The log file can be found in C: Program Data, Avast Software, Avast, Log.  You will see the SecureLine.log file here.  Please add that to your support ticket and we will immediately check it.

Many thanks,

Davidek

REDACTED

  • Guest
Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #19 on: September 21, 2016, 02:37:53 PM »
518786

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  • Guest
Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #20 on: September 24, 2016, 04:50:37 PM »
Is anybody even looking at this?

Offline Asyn

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Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #21 on: September 24, 2016, 05:05:05 PM »
Is anybody even looking at this?
Did you follow Davidek's instructions (Reply #18) to add the requested log..!?
W8.1 [x64] - Avast Free AV 23.3.8047.BC [UI.757] - Firefox ESR 102.9 [NS/uBO/PB] - Thunderbird 102.9.1
Avast-Tools: Secure Browser 109.0 - Cleanup 23.1 - SecureLine 5.18 - DriverUpdater 23.1 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

REDACTED

  • Guest
Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #22 on: September 25, 2016, 10:34:15 AM »
Yes - that is why I reposted the new number I was consigned! 518786.

I have also against my better judgement renewed my VPN subscription for a month, in the hope that someone will sort this matter out for me!

Offline Asyn

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Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #23 on: September 25, 2016, 10:49:46 AM »
Yes - that is why I reposted the new number I was consigned! 518786.
OK, as it's weekend be patient, I'm quite sure Davidek will check your log soon.
W8.1 [x64] - Avast Free AV 23.3.8047.BC [UI.757] - Firefox ESR 102.9 [NS/uBO/PB] - Thunderbird 102.9.1
Avast-Tools: Secure Browser 109.0 - Cleanup 23.1 - SecureLine 5.18 - DriverUpdater 23.1 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

REDACTED

  • Guest
Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #24 on: September 27, 2016, 11:10:38 AM »
I am getting seriously annoyed!

Offline Asyn

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Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #25 on: September 27, 2016, 11:18:38 AM »
I am getting seriously annoyed!
Understandable, I reported it for you.
W8.1 [x64] - Avast Free AV 23.3.8047.BC [UI.757] - Firefox ESR 102.9 [NS/uBO/PB] - Thunderbird 102.9.1
Avast-Tools: Secure Browser 109.0 - Cleanup 23.1 - SecureLine 5.18 - DriverUpdater 23.1 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

REDACTED

  • Guest
Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #26 on: September 27, 2016, 12:02:53 PM »
On top of this I have spent over an hour trying to get in touch with the tech team to sort this out - after spending a further £80 on Avast Total Support yesterday and after it being momentarily sorted, its back to square one again.

Offline Davidek

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Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #27 on: September 27, 2016, 01:15:49 PM »
Hello Dizgrace,

We are still trying to pinpoint the issue but up until now haven't had any luck.

What we've done, though is gone ahead and refunded you the 80 pounds fee for total support, since that did not provide the resolution to your problem.

I assure you we will continue to troubleshoot this.  If we aren't able to make it work during the course of your one-month license then we will definitely refund that as well. When we do get it fixed we'll make sure to let you know and offer you something for the frustration this has caused, like a free license.

We do take this matter seriously and sincerely apologize for the time lost and frustration you are experiencing.

Kind regards,

Davidek

Offline Davidek

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Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #28 on: September 27, 2016, 02:38:30 PM »
Hello again Dizgrace,

We've determined that the problem is actually due to an issue with OpenVPN running on your PC.  OpenVPN is the communication protocol that SecureLine VPN uses.

What I can suggest is the following:

1) Go to the start menu
2) Open Programs and Features
3) Click on Avast
4) Click Change at the top of the list of programs
5) A window will open, select Repair
6) Once the Repair function finishes, restart.

Please try this and let me know if it helps or not. 

REDACTED

  • Guest
Re: Lose my internet connection as soon as SecureLine VPN connects.
« Reply #29 on: September 28, 2016, 01:23:17 PM »
thanks David - I followed the steps that you suggested and this has not made a difference.