Author Topic: Can't install VPN on android device  (Read 703 times)

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Offline kellyjj

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Can't install VPN on android device
« on: May 17, 2021, 03:39:29 AM »
The Avast VPN was not working on my android device (error message 'no internet' although connected) so I figured I would just uninstall/reinstall. After uninstall, I was directed to the google play store where the it insists it is already installed, and clicking on the 'installed' button does not convince it otherwise. What do I do? I cleared the google play cache and did a restart on the device. Thank you.

Offline r@vast

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Re: Can't install VPN on android device
« Reply #1 on: May 17, 2021, 03:01:02 PM »
Hi,

On your Android device, please open the Play Store app, tap the Google account icon> tap "My apps and games" > tap "Installed" and look for VPN SecureLine and not "Avast..."
If you don't see it there, tap on "Library"
Uninstall - https://support.avast.com/en-ww/article/Uninstall-SecureLine-VPN/?option=mobile
Install - https://support.avast.com/en-ww/article/80/?option=mobile

Offline kellyjj

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Re: Can't install VPN on android device
« Reply #2 on: May 17, 2021, 10:58:22 PM »
Is there any way to bypass the google play store? I can't seem to fix that app, I've been fiddling with it since yesterday. I can only open it in the browser. That's where I get the 'installed' button.

Offline r@vast

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Re: Can't install VPN on android device
« Reply #3 on: May 18, 2021, 01:51:40 PM »
Hi,

Can you go to device "Settings" (on your device) > Apps (or something similar, depending on your device) > Avast SecureLine (and if it is installed, tap "uninstall)

Offline kellyjj

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Re: Can't install VPN on android device
« Reply #4 on: May 18, 2021, 10:56:06 PM »
That's what I did to get into this mess - VPN was not working. Recent need to uninstall/reinstall ASB to try to get the GD adblock working on my PC made me think I would do the same with the VPN on the device. After I uninstalled VPN, I could not reinstall as PlayStore keeps telling me it's already installed. I cleared data & cache on device, did a restart, no change. I am trying to get a new version of PlayStore to download atm. Would be much easier if I could get VPN (that I'm $ubscribed to) in a more direct manner.

Edit: Yeah, I can't seem to rectify the "DF-DFERH-01: Error retrieving information from server" problem on the PlayStore app.

I'm stuck.
« Last Edit: May 19, 2021, 12:27:00 AM by kellyjj »

Offline r@vast

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Re: Can't install VPN on android device
« Reply #5 on: May 19, 2021, 06:17:12 PM »
That's what I did to get into this mess - VPN was not working. Recent need to uninstall/reinstall ASB to try to get the GD adblock working on my PC made me think I would do the same with the VPN on the device. After I uninstalled VPN, I could not reinstall as PlayStore keeps telling me it's already installed. I cleared data & cache on device, did a restart, no change. I am trying to get a new version of PlayStore to download atm. Would be much easier if I could get VPN (that I'm $ubscribed to) in a more direct manner.

Edit: Yeah, I can't seem to rectify the "DF-DFERH-01: Error retrieving information from server" problem on the PlayStore app.

I'm stuck.

Hi,

The Avast SecureLine app for Android is only available via the Google Play Store.
I would suggest that you contact Google as the issue is caused by something on Google's side. This guide (https://support.google.com/googleplay/answer/7513003?hl=en) provides a few suggestions on how to resolve similar issues. You can also try to reach them via https://support.google.com/googleplay/gethelp
Once the Play Store issue has been fixed, you should be able to re-install the app.
Should  you require further assistance with the Avast SecureLine app, please reply here or contact us via https://support.avast.com/en-ww/contact/paid_android_Avast-SecureLine-VPN-for-Android