Lose my internet connection as soon as SecureLine VPN connects.

Avast SecureLine VPN Avast SecureLine VPN for Windows
1

I am able to connect to any one of several SecureLine VPN locations in Europe or North America (I am in the Middle East), but as soon as I do I lose my connection to the internet. This is the first time I have experienced any issues with internet connectivity through my SecureLine VPN.

The problem just appeared on 10 May, and I made no configuration changes to my computer. I’m running Windows 10, and Secure Line has worked great for me for the last six months.

Thoughts?

Thanks.

2

Hi geo.c.kelly,

We do know of a problem on Win10, we are working on a fix now. In the meantime, please try this workaround and let me know if this helps.

Details here: https://www.avast.com/faq.php?article=AVKB233#idt_02

Let us know if it works please.

3

I have same issue, I have tried the link you suggested, but it does not help. Can you help me?

4

Update to the latest version.

5

Avast updated, it still does not work.

6

Hi Sead,

could you please send me your Secureline.log located in C:\ProgramData\AVAST Software\Avast\log folder?

Thanks in advance,
HK

7

Yes me too currently trying to work out this issue!

8

Send your log to HK

9

So I have just tried all the advise on this page, nothing has worked. I am currently running a trial of VPN which expires next week, but I haven’t really been able to use it, Running on windows 8.1

Grace

10

Hello Grace,

Please do share the log file with us. It is the best way for us to tell why things aren’t working as expected.

Thanks,

Davidek

11

What does that mean “share the log file?”

12

I have found it from the previous instructions - I cannot copy and past the information - where am I to send the file to?

13

Hi Grace,

You can open a support ticket here:

https://support.avast.com/support/tickets/new?form=3

Please attach the log file to the ticket when you submit it.

Post the ticket number here when you are done and I will follow up with them directly.

Thanks,

Davidek

14

501790 - I have two days left now to sort this before trial expires. Is it possible to get emailed when there is a response? Its tiresome having to keep coming back to the this forum!?

15

Seriously can someone sort this out? All in all I have been trying to get someone at Avast to resolve this issue for 10 days now.

16
Is it possible to get emailed when there is a response?
Look at the "attachments and other options".
Seriously can someone sort this out?
Did you send avast the log file ? If so, have patience as they are looking into it and trying to find the problem.
17

As I have said I have a ticket and have been trying to get help for 11 days now, I have been patient but trial is about to run out.

18

Yep its ran out now - so how will I be able to test if it is working? I would assume that you would extend my free trial why you take the time to even respond to my query. Really appalled by all levels of “support” from Avast!

19

Hi Dizgrace,

I checked the support ticket you opened and unfortunately there is no log file attached.

Without that it is tough to diagnose where the problem is. The log file can be found in C: Program Data, Avast Software, Avast, Log. You will see the SecureLine.log file here. Please add that to your support ticket and we will immediately check it.

Many thanks,

Davidek

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