Do NOT buy this product !

schmidthouse · 2015-10-25T15:36:07.000Z

When did you submit your ticket? Unfortunately, The response is not immediate.
It can take 7-10 Business Days for the process.
If you don’t receive a response, post your Ticket ID/# here in this topic.

Davidek · 2015-10-26T08:18:19.000Z

Hi HerpesVirus,

Really sorry to hear about your problem. Please post your ticket number here and I will follow up. What server were you trying to connect to?

Also, your log file will be really important to understand the problem. You can find that by going to C:, Program Data, Avast Software, Avast, Log. In the log folder you will see the SecureLine.txt file. Please send that to Support as well.

Best regards,

Davidek

system · 2015-10-26T12:52:05.000Z

Ticket ID is 9507 and yes i sent the log .

Davidek · 2015-11-04T15:13:39.000Z

Hi,

What location(s) were you trying to connect to? Could you try one of our core data center locations like Amsterdam, Prague, New York, or Miami?

Apologies for the inconvenience this has caused,

Davidek

system · 2015-11-23T20:17:04.000Z

I’m having the exact same problem, VPN will not connect to “any” of the cities I choose.
This happened after updating to the newest interface (which is more difficult to navigate).

I tried doing a repair in the control panel with no success.

I now want to enter a ticket, but I can’t find where to do this which is ridiculous and so is “It can take 7-10 Business Days for the process.” What kind of a company takes 7 or more days to answer a support question??? Hire some more staff.

Eddy · 2015-11-23T20:30:32.000Z

avast is trying to handle tickets within 10 business days, which is a perfectly normal time period.

You can’t find where to click to create a ticket ?
It really ain’t hard to find.
https://www.avast.com > menu > support
or
https://support.avast.com

system · 2015-11-23T20:47:20.000Z

“avast is trying to handle tickets within 10 business days, which is a perfectly normal time period.”

Are you kidding???

Your link was the first page I went to and as you’ll see there are no instruction on that page for entering a ticket, just a bunch of useless links.
I managed to find a place eventually by “luck” after browsing around in circles.
Then again, I’m not even sure if it worked because after I hit submit there was no message to acknowledge it was received. There was a number up in my tab area, so I guess it worked, but not 100% sure.

Eddy · 2015-11-23T21:09:40.000Z

No, I am not kidding.
It is a perfectly normal time period.
And I say within, not that it will take 10 days.

no instruction on that page for entering a ticket

Why would there be instructions ? Just hit the the huge button that has "SUBMIT A TICKET" on it.

system · 2015-11-24T00:12:21.000Z

Ok, I see it now, you have to scroll down. I was just seeing the links to the right and wasted allot of time browsing around those.
So, I’ll take most of the blame for that. They should move that button up near the top.
Thanks for pointing that out and thanks for responding to my post.

I still disagree with you on the 7-10 day wait. Who the hell has 10 days (or even slightly less) to wait around for an answer. Most companies answer or at least contact within the same day.

With that said, there are many people besides me having problems with Secureline VPN not connecting. Why isn’t there a software update fixing this problem?

Eddy · 2015-11-24T00:16:21.000Z

You’re not reading properly.
I never said 7-10 day wait time.

I doubt it is the software that is causing the problem.
It seems more a problem with the server(s) and avast is already looking into it.

schmidthouse · 2015-11-24T17:15:14.000Z

Unfortunately, having used Secureline since the very beginning, there has always been issues with connecting, disconnecting surrounding “Server problems”.
Again, unfortunately compared to other VPN services ( and I’ve used dozens) and the price/cost of the service, Avast Secureline does not fair well at all! :-\

system · 2015-11-24T18:52:27.000Z

“I doubt it is the software that is causing the problem.
It seems more a problem with the server(s) and avast is already looking into it.”

If it was one or maybe 2 servers then yes I would agree, but it’s “all” the servers and this happened after a major software upgrade by Avast (that changed the interface), so to me Avast software is the most likely suspect.

Eddy · 2015-11-24T18:57:21.000Z

No it is not.
If you had done some research you would have known there are connection problems with the vpn right from the start.
You noticed it after a update, many others already before.
See schmidthouse’s post for a example.

Davidek · 2015-11-24T20:16:17.000Z

Hi paulrickca,

First, I am really sorry to hear about the problems you are having. Second, it would be very helpful to get log files from you to see why you aren’t able to connect. The log file is found in C: program data, Avast Software, Avast, Log. It is the secureline.txt file.

It is strange that it’s not working after the update, so it is something we want to look into right away.

Can you also please post the support ticket number here and I’ll push that for you?

Once again, apologies for this issue. We’ll do our best to resolve it for you.

Regards,

Davidek

system · 2015-11-27T00:51:33.000Z

Hi David,
I’ve heard back from support and this is what they said “SecureLine VPN functionality problem might sometimes be caused by an error in the program’s engine or by an internal system error.”
They suggested a re-install by using Avastclear uninstall utility (in safe mode).

So far it seems to be working better. I’m usually a little wary of reinstalling “this” software because I have different paid timelines for Premiere and Secureline VPN (Premiere is paid for a longer period).
Anyway, so far so good.
Thanks for the offer and also thanks to everyone who replied!!

P.S. @David…that path to the secureline.txt file isn’t on my Win 7 computer. A search doesn’t turn the file up either.

thanks again,

Paul

schmidthouse · 2015-11-27T01:04:31.000Z

paulrickca post:16:

Hi David,
I’ve heard back from support and this is what they said “SecureLine VPN functionality problem might sometimes be caused by an error in the program’s engine or by an internal system error.”
They suggested a re-install by using Avastclear uninstall utility (in safe mode).

So far it seems to be working better. I’m usually a little wary of reinstalling “this” software because I have different paid timelines for Premiere and Secureline VPN (Premiere is paid for a longer period).
Anyway, so far so good.
Thanks for the offer and also thanks to everyone who replied!!

P.S. @David…that path to the secureline.txt file isn’t on my Win 7 computer. A search doesn’t turn the file up either.

thanks again,

Paul

Just a thought.
The Program Data Folder is a “Hidden Folder” and I’m not sure a ‘Search’ would reveal it.
Go to Windows Explorer and select “View” from top then make sure “hidden items” is checked.

system · 2015-12-07T06:16:22.000Z

schmidthouse post:17:

paulrickca post:16:

Hi David,
I’ve heard back from support and this is what they said “SecureLine VPN functionality problem might sometimes be caused by an error in the program’s engine or by an internal system error.”
They suggested a re-install by using Avastclear uninstall utility (in safe mode).

So far it seems to be working better. I’m usually a little wary of reinstalling “this” software because I have different paid timelines for Premiere and Secureline VPN (Premiere is paid for a longer period).
Anyway, so far so good.
Thanks for the offer and also thanks to everyone who replied!!

P.S. @David…that path to the secureline.txt file isn’t on my Win 7 computer. A search doesn’t turn the file up either.

thanks again,

Paul

Just a thought.
The Program Data Folder is a “Hidden Folder” and I’m not sure a ‘Search’ would reveal it.
Go to Windows Explorer and select “View” from top then make sure “hidden items” is checked.

Hi thanks for the tip! You are right, it was a hidden file. Be careful where you check this off though, it actually has to be done in the control panel (at least in my case). Doing it in Explorer actually makes the folder and sub-folders disappear.

system · 2015-12-07T06:21:08.000Z

Just an update on the above problem.

The suggestion above from support worked for “one day”. I’ve been without SecureLine VPN ever since.

Support has been good with responses and suggestions, but so-far I’m back where I started.

schmidthouse · 2015-12-07T17:07:13.000Z

paulrickca post:19:

Just an update on the above problem.

The suggestion above from support worked for “one day”. I’ve been without SecureLine VPN ever since.

Support has been good with responses and suggestions, but so-far I’m back where I started.

Did you send the log to Davidek that he requested?
This may help to identify your issue.

Davidek · 2015-12-08T07:33:24.000Z

Hi Paul,

Please add the log file to the support ticket you opened and send me the ticket number (post it here is fine) I will follow up directly with our techs to take a look at it.

Many thanks,

Davidek

Announcements