No Internet connection when Avast SecureLine is turned on

[matthew527]

Hello, Avast Forum.

I had recently got this issue after a windows update, My avast secureline didn't work as expected anymore. When I switch it on, it does connect to the VPN and the Avast SecureLine app says it's connected and my privacy are protected.
https://prnt.sc/zk44jj


After a few mins the VPN turned on and my Internet connection are lost, Avast SecureLine somehow reconnect itself :
https://prnt.sc/zk4in7


and It will never, ever, ever, ever want to connect again on it's own.

So I need to switch the VPN off again like this :
https://prnt.sc/zk4mka


I noticed something that when Avast SecureLine VPN are connected, windows does say some internet adapter are connected and it's still Identifying.... and it says No internet access which is Indeed my problem. No internet connected when the VPN is connected.
https://prnt.sc/zk4qsw



EDIT 1 : The screenshot image doesn't show up so I will just put the RAW links there.

[Asyn]

Please attach your screenshot(s), some of us don't follow external links.

[juvyjabian]

I have the same problem here. I just bought Avast VPN and after turning it on, my internet connection just lost. I turn avast vpn off and my internet is back.

What could be the possible reason for this?


Thanks

[Asyn]

I have the same problem here. I just bought Avast VPN and after turning it on, my internet connection just lost. I turn avast vpn off and my internet is back.

What could be the possible reason for this?

-> https://support.avast.com/en-ww/article/222/ (Changing DNS settings)

[itsjymmi]

Hi,
I purchased Secureline VPN via HumbleBundle recently have just installed it. I am having the same issue where my internet drops whenever I try to connect to any servers. I have tried servers in both the US and the UK and get the same result each time.

I have tried changing my DNS settings as suggested in many posts on this forum but it has not resolved the issue. I still get disconnected from the internet with all 4 of the suggested DNS servers.

I'm on a wired Ethernet connection to a Fiber service. Can anyone please suggest another work-around?

Thanks in advance.

[bob3160]

Are you allowing the VPN connection in the firewall?

[itsjymmi]

Are you allowing the VPN connection in the firewall?

Hi Bob,

I'm not seeing anything Avast or SecureLine related in the Allowed apps and features list of Windows Defender Firewall. And when I click on 'Allow another app', nothing is there. Is there a particular exe file I should browse for and add? I see multiple exe files in the VPN folder in the 'Program Files' folder.

Thanks in advance for your help.

[bob3160]

Are you allowing the VPN connection in the firewall?

Hi Bob,

I'm not seeing anything Avast or SecureLine related in the Allowed apps and features list of Windows Defender Firewall. And when I click on 'Allow another app', nothing is there. Is there a particular exe file I should browse for and add? I see multiple exe files in the VPN folder in the 'Program Files' folder.

Thanks in advance for your help.

It isn't so much allowing as making sure it isn't being blocked by the firewall.

[itsjymmi]

Are you allowing the VPN connection in the firewall?

Hi Bob,

I'm not seeing anything Avast or SecureLine related in the Allowed apps and features list of Windows Defender Firewall. And when I click on 'Allow another app', nothing is there. Is there a particular exe file I should browse for and add? I see multiple exe files in the VPN folder in the 'Program Files' folder.

Thanks in advance for your help.

It isn't so much allowing as making sure it isn't being blocked by the firewall.

I'm not getting any Firewall warnings so I would presume that it isn't being blocked.

[itsjymmi]

Hi again,

While waiting for a reply, I've been trying the 'change dns settings' option again. Unfortunately, I've had no luck. However, while looking at my router config, I've noticed that my router/isp uses IPv6 while the linked 'change DNS settings' page asks you to change the settings for IPv4. Could this be why I am continuing to have this issue?

The settings screen for 'Internet Protocol Version 6 (TCP /IPv6)' looks slightly different to that of the IPv4 screen so I haven't taken the chance of playing around with that yet without advice.

So, I guess my question is, should I be adding the DNS addresses to the IPv6 settings screen rather than the IPv4 screen in my case?

Thank you in advance once again.

[itsjymmi]

Okay, I managed to get it working by changing the IPv6 DNS settings. However, I am extremely disappointed in this VPN and will be requesting a refund via HumbleBundle.

It doesn't work with BBC iPlayer (The BBC site can detect I am using a VPN on all 3 UK based servers)

It doesn't work with Netflix US or Netflix UK (Again, Netflix can detect that I am using a VPN on all servers and limits what I can view)

The number of servers per country is extremely limited and Obviously popular sites such as Netflix have them black listed.

Most importantly, the support here is terrible! I literally had to figure things out on my own and took a huge risk with my system with googling public IPv6 DNS settings and going ahead with implementing them (I'm not very computer savvy and support was essential here!). Verified and trusted IPv6 options should be listed on the page that is copied and pasted in response to everyone here on these forums who have suffered the same issues as I did. Also, after being asked if my Firewall was blocking the software and I responded, Nothing! No further attempts to solve my issue were made despite my further questions.

All in all, this entire experience was tedious and nerve wrecking and at the end of the day, the product didn't perform as expected. I'll be advising people I know to stay clear of Avast products both now and in the future.

[r@vast]

Okay, I managed to get it working by changing the IPv6 DNS settings. However, I am extremely disappointed in this VPN and will be requesting a refund via HumbleBundle.

It doesn't work with BBC iPlayer (The BBC site can detect I am using a VPN on all 3 UK based servers)

It doesn't work with Netflix US or Netflix UK (Again, Netflix can detect that I am using a VPN on all servers and limits what I can view)

The number of servers per country is extremely limited and Obviously popular sites such as Netflix have them black listed.

Most importantly, the support here is terrible! I literally had to figure things out on my own and took a huge risk with my system with googling public IPv6 DNS settings and going ahead with implementing them (I'm not very computer savvy and support was essential here!). Verified and trusted IPv6 options should be listed on the page that is copied and pasted in response to everyone here on these forums who have suffered the same issues as I did. Also, after being asked if my Firewall was blocking the software and I responded, Nothing! No further attempts to solve my issue were made despite my further questions.

All in all, this entire experience was tedious and nerve wrecking and at the end of the day, the product didn't perform as expected. I'll be advising people I know to stay clear of Avast products both now and in the future.

Hi,

This forum is public. Those who assisted you were doing so on a voluntary basis.

If you are a paid subscriber then I would suggest that you contact support via https://support.avast.com/en-ww/contact/paid

[kyrre]

I have the same problem
When I turn on VPN, I log off the internet. Error message; Avast antivirus firewall, supplier; Avast SecureLine Provider

Another message is; The DNS address cannot be reached

[bob3160]

I have the same problem
When I turn on VPN, I log off the internet. Error message; Avast antivirus firewall, supplier; Avast SecureLine Provider

Another message is; The DNS address cannot be reached

What do you mean by "I log off the internet"?
Does the use of the VPN stop your internet connection or, are you logging off (turning off) the internet?

[robert1604]

I'm the same, since Avast SecureLine VPN update yesterday, every time I connect via VPN I lose my internet connection.