Author Topic: VPN (Windows) losing connection, all servers  (Read 1938 times)

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Offline Röy

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VPN (Windows) losing connection, all servers
« on: November 27, 2016, 03:34:25 PM »
 >:(  Two points

1. No matter which server I connect to, Avast loses connection without warning every time I use it.  Which negates any protection it is supposedly giving.  As I have searched the forum, all similar posts are open ended with no solution.  This seems to be a common failure of the Avast VPN when you search the web.

2. When I logged on to my account it states that I have no licenses, I do the one for the VPN.

Yet another disappointing Avast product.  I used to recommend you, now I do the opposite.  If there isn't a fix, which I don't think there is, can I have a refund for the remaining license (270 days remaining) so that I can go and obtain a reliable VPN?

System info :
 OS Name:                   Microsoft® Windows VistaT Home Premium
OS Version:                6.0.6002 Service Pack 2 Build 6002
OS Manufacturer:           Microsoft Corporation
OS Configuration:          Standalone Workstation
OS Build Type:             Multiprocessor Free
System Manufacturer:       Acer
System Model:              Aspire M3201
System Type:               X86-based PC
Processor(s):              1 Processor(s) Installed.
                           [01]: x64 Family 16 Model 2 Stepping 3 AuthenticAMD ~
1100 Mhz

Offline Eddy

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Re: VPN (Windows) losing connection, all servers
« Reply #1 on: November 27, 2016, 03:53:53 PM »
It is not a common problem.
You are forgetting that people who don't have a problem are almost never post about it on the web.

As you are outside the 30 day period, there will (likely) not be a refund.

Offline Davidek

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Re: VPN (Windows) losing connection, all servers
« Reply #2 on: November 28, 2016, 03:00:55 PM »
Hi Roy,

Could you please open a support ticket and provide your log file?  Your log can be found in the Program Data folder under the Avast Software folder, then Avast folder, then Log folder.  The file is called SecureLine.log

This should help us figure out why the connection is dropping.

Regarding overall quality of the service, your frustration is understandable.  Would like to point out though that we've made huge improvements in the service over the last few months and the number of dropped connections is actually very low.

Please give us a chance to fix this problem for you.  Your patience is appreciated.

Many thanks,

Davidek

Offline Röy

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Re: VPN (Windows) losing connection, all servers
« Reply #3 on: November 28, 2016, 11:47:16 PM »
OK benefit if the doubt, will do.

Offline Davidek

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Re: VPN (Windows) losing connection, all servers
« Reply #4 on: November 29, 2016, 11:38:37 AM »
Thanks Roy, your patience is appreciated.

Please post the support ticket here and I'll make sure it gets immediate attention

Best regards,

Davidek