Author Topic: Show Leaks says I'm Offline while connected to VPN 21.4.2464 build 21.4.6266.561  (Read 1087 times)

0 Members and 1 Guest are viewing this topic.

Offline john2122

  • Newbie
  • *
  • Posts: 8
Hello,

Show Leaks option says I'm Offline while connected to VPN
Today I received a security notification in Avast Premium about a leak of an email/password. Now, this is not something I am overly concerned with, because all of my passwords are super-strong and unique for EVERY website / account, plus, for the ones that matter, I have additional security features enabled. But, nonetheless, I may need to take action to prevent any possible abuse, obviously.

The problem is, I cannot view the leak in Avast when I am connected to my VPN (which is pretty much always, because the VPN service is installed on my router). Avast tells me I am Offline?

See Screenshots 1 & 2.

Is there something that can be done about that?
It's not exactly user-friendly to have to disconnect the VPN just to view Avast security leak notifications?

Make Hack Alerts "read"
Secondly, is there a way to make the Hack Alert "read"?? As it is now, Avast keeps this alert active (it keeps showing there is an alert forever?). See screenshot 3.

Regards,
John

Offline r@vast

  • Avast team
  • Massive Poster
  • *
  • Posts: 2610
Hi,

Can you provide us with a support file ID, please?
To generate the support file, please see this link.
https://support.avast.com/en-ww/article/Submit-support-file

Offline john2122

  • Newbie
  • *
  • Posts: 8
Hello,

Yes, I could. But, what exactly is included in those log files?

For instance, when generating the log files to send, I see options for "Basic Information", "minidumps" and "automatically send to Avast". What does that entail?

I don't like the idea of sending anyone data that potentially contains specific details about my my system / OS / environment / etc., which is the whole reason I have products like Avast installed and use a VPN.

I also don't like exposing my entire system for what seems to be a simple coding error in Avast, where my system specific details aren't really going to help you. Plus, you can easily test this issue for yourself, can't you? You don't need information about my system to do that.

Exactly what more information are you looking for anyway, that is in those log files, besides what I already wrote in my initial email? I am a programmer myself, so, you can get technical. Don't hold back ;)

I'm sure you can check my Avast subscription details using my email address and the Avast version I am using currently is in the subject of the post (it is 21.4.2464 build 21.4.6266.561).
The VPN service I am using is TorGuard, if that's what you're after? But you wouldn't be able to detect details about that in log files, because it's not a local OS service. Like I said, it's integrated in my router.

Do you really need anything else?

Offline r@vast

  • Avast team
  • Massive Poster
  • *
  • Posts: 2610
Hi,

We don't have a router with TorGuard, so cannot reproduce it. Please provide us with the logs from C:\ProgramData\AVAST Software\SecureLine VPN\log and C:\ProgramData\AVAST Software\Icarus\Logs (you can view their contents before sending them to us).
Please, also provide us with a screenshot of "Hack Alerts" with TorGuard turned off?

Offline john2122

  • Newbie
  • *
  • Posts: 8
Hello,

Thank you for your reply!

TorGuard / DNS
I'm pretty sure this can't be TorGuard specific? Why would it be? [if it is, please explain?]
What would trigger Avast to ONLY be offline when I use TorGuard? Is Avast querying specific Avast DNS Servers in the background when using certain features?

TorGuard has DNS Leak blocking features and generally blocks any DNS traffic outside of the VPN Tunnel, for what I may hope are obvious reasons. Is this what is causing the Avast Hack Alert feature to fail?

Anyway, I have to admit, I can't be sure it's not TorGuard specific because I don't have another VPN to test with. I do know that it happens with both TorGuard on my router as well as with TorGuard as an application / Service installed locally on my PC.

Can't you maybe test with your own Avast VPN solution? See if this issue is present with Avast VPN as well? Or maybe you have done that already?

SecureLine / Icarus Folder
Speaking of Avast VPN, the SecureLine VPN and Icarus folder you are referring to do not exist on my system. I do not have Avast Secureline, obviously, because I am using TorGuard as my VPN solution. I'm guessing that's why those particular folders don't exist?

Continuing from there; below is the screenshot you asked for.
- The first one is of the Hack Alert without an active VPN.
- The second  one is the C:\ProgramData\AVAST Software folder, where you can see the aforementioned folders do not exist.

Offline r@vast

  • Avast team
  • Massive Poster
  • *
  • Posts: 2610
Hi,

This does not seem to happen with Avast SecureLine. Since we do not have your VPN, we are unable to reproduce the issue.
If you would like us to assist you further, please provide us with the support package.