Author Topic: MacBook Pro cannot access internet when I activated VPN Secureline  (Read 1285 times)

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Offline TieuLongFX

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Hello Avast,

When I activated avast SecureLine VPN on MacBook Pro then I cannot access the internet and email. But I used it on Window or Mobile Phone then it is ok. I don't know why? Please help me. I have just bought a licence for 5 devices already.

Please see my attached files (limited total size so I have to use the link):

On Secureline VPN then resolving host all website and email: https://gyazo.com/0d43ac195f8c2087740422b20564595b
Error all if I try to connect: https://gyazo.com/2ef462d9c57cdf3e938694e87f245b90
Off Secureline VPN, I can use the internet again: https://gyazo.com/fa8a37d39d9bcf4b712e826147eb5a11

I tried to contact you via Twitter: https://gyazo.com/a143ced7e2676b8965270dbf2a7957fc


Thanks and best regards!



« Last Edit: May 18, 2019, 07:42:46 AM by TieuLongFX »

Offline krahulik

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Re: MacBook Pro cannot access internet when I activated VPN Secureline
« Reply #1 on: May 18, 2019, 08:39:57 PM »
Hello,
if I understand you well, you can connect to the Avast SecureLine VPN service but once you are connected, you cannot use the internet. The typical issue is that an internet service provider blocks VPN data exchange but I don't assume this is the case in Vietnam.

Avast SecureLine for macOS configures a system provided daemon to establish a VPN connection using IPSec protocol.
It relies on UDP data exchange and is pretty sensitive on packet loss and MTU issues on intermediate network devices.

The Windows product is based on Open VPN protocol that uses UDP but it has also TCP fallback. It's much more robust solution and we are considering adding additional protocol to macOS client as well.

Unfortunately I cannot advice you more in this situation than to try out some other network and possibly to contact our support.

Best regards,
Martin

Offline Endt

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Re: MacBook Pro cannot access internet when I activated VPN Secureline
« Reply #2 on: May 30, 2019, 10:08:20 AM »
Dear TieuLongFX,

From some reason I can see your license for VPN is refunded. This might be the reason the license doesn't work.

Cheers,
B.