Author Topic: Problems connecting to VPN server on macbook and iphone  (Read 4876 times)

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Problems connecting to VPN server on macbook and iphone
« on: February 27, 2017, 10:50:45 PM »
I acquired two Avast Secureline licenses, one for a Macbook Pro and one for an Iphone 6. The Macbook system is macOs Sierra version 10.12.3 and the one of the Iphone is IOS 10.2.1. In both devices the software does not connect to the VPN (I have already tried for more than one address). The following message appears in the macboook: "The VPN server does not respond. Check the server address and try to reconnect." Does anyone know what may be happening?

Offline krahulik

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Re: Problems connecting to VPN server on macbook and iphone
« Reply #1 on: February 28, 2017, 09:44:49 AM »
Hello,
  there might be more reasons why the client cannot connect. The most likely is that some of the VPN ports are blocked. MacOS and iOS SecureLine uses Cisco IPSec protocol (ports 50, 51, 500, 4500), Android and Windows uses OpenVPN. The other reason can be a device configuration, this should not be an issue on iPhone but we see it sometimes on macOS. Generally it works better if the macOS SecureLine application is installed from the AppStore on macOS since we can use IKEv2+PSK authentication. The license is compatible for both ways of the installation.

To investigate more on our side, we would need a support package (see Help menu of the application). Since the support package contains a sensitive data like your license, please open the support request.

If you would like to verify that the issue is not on your network, you could try to connect at some public place like KFC, McDonalds, Starbucks.

Best Regards,
  Martin