How to establish and maintain a VPN connection

Applies to Avast SecureLine VPN for Windows, Avast SecureLine VPN for Mac, Avast SecureLine VPN for Android, Avast SecureLine VPN for iOS

Products:

Avast SecureLine VPN 5.x for Windows
Avast SecureLine VPN 4.x for Mac
Avast SecureLine VPN 6.x for Android
Avast SecureLine VPN 6.x for iOS

Operating systems:

Microsoft Windows 11 Home / Pro / Enterprise / Education
Microsoft Windows 10 Home / Pro / Enterprise / Education - 32 / 64-bit
Microsoft Windows 8.1 / Pro / Enterprise - 32 / 64-bit
Microsoft Windows 8 / Pro / Enterprise - 32 / 64-bit
Microsoft Windows 7 Home Basic / Home Premium / Professional / Enterprise / Ultimate - Service Pack 1, 32 / 64-bit
Apple macOS 13.x (Ventura)
Apple macOS 12.x (Monterey)
Apple macOS 11.x (Big Sur)
Apple macOS 10.15.x (Catalina)
Apple macOS 10.14.x (Mojave)
Apple macOS 10.13.x (High Sierra)
Apple macOS 10.12.x (Sierra)
Google Android 6.0 (Marshmallow, API 23) or later
Apple iOS 14.0 or later
Compatible with iPhone, iPad, and iPod touch

If Avast SecureLine VPN is unable to establish or maintain a VPN connection, try the following troubleshooting steps:

Instructions

Your device:

Note:If you are connected to a public or company Wi-Fi, the network administrators may block VPN connections.

Check that your internet connection works when Avast SecureLine VPN is disconnected. If your internet connection is not working, check your network configuration.
Select a different Avast server location. Open Avast SecureLine VPN, click Change on the main application screen and select a location, then click Change location.
Select a different VPN protocol. Open Avast SecureLine VPN, and go to ☰ Menu ▸ Settings ▸ VPN protocols.
Disconnect other VPN services that may be running on your PC. If you are connected to another VPN, it is likely that Avast SecureLine VPN will not work properly.
Restart your PC and try connecting to Avast SecureLine VPN again.
Check the configuration of your firewall. Firewall configurations vary according to the vendor/manufacturer. Consult the related documentation for information about running a VPN.
Confirm that your subscription is active. Open Avast SecureLine VPN, and go to ☰ Menu ▸ My subscriptions. Ensure Active appears next to Avast SecureLine VPN. For detailed activation instructions, refer to the following article:
- Activating an Avast SecureLine VPN subscription

If Avast SecureLine VPN is still unable to establish a connection, try to uninstall and reinstall the application. For detailed instructions, refer to the following articles:

Check that your internet connection works when Avast SecureLine VPN is disconnected. If your internet connection is not working, check your network configuration.
Select a different Avast server location. Open Avast SecureLine VPN, click Change on the main application screen and select a location, then click Change location.
Select a different VPN protocol. Open Avast SecureLine VPN, and go to ☰ Menu ▸ Preferences ▸ VPN protocols.
Disconnect other VPN services that may be running on your Mac. If you are connected to another VPN, it is likely that Avast SecureLine VPN will not work properly.
Restart your Mac and try connecting to Avast SecureLine VPN again.
Some routers have the option to enable or disable IPsec, sometimes displayed as VPN passthrough. For Avast SecureLine VPN to connect and function properly, ensure that IPsec or VPN passthrough is enabled.
Check the configuration of your firewall. Consult your firewall vendor to check that UDP port 500 and UDP port 4500 are open on your firewall.
Confirm that your subscription is active. Open Avast SecureLine VPN, and go to ☰ Menu ▸ Subscription. Ensure Your subscription is active appears at the top of the screen. For detailed activation instructions, refer to the following article:
- Activating an Avast SecureLine VPN subscription

If Avast SecureLine VPN is still unable to establish a connection, try to uninstall and reinstall the application. For detailed instructions, refer to the following articles:

Check that your internet connection works when Avast SecureLine VPN is disconnected. If your internet connection is not working, check your network configuration.
Select a different Avast server location. Open Avast SecureLine VPN, tap Server location at the bottom of the main app screen, then tap a different location.
Select a different VPN protocol. Open Avast SecureLine VPN, go to Settings (the gear icon) ▸ VPN Protocol.
Disconnect other VPN services that may be running on your Android device. If you are connected to another VPN, it is likely that Avast SecureLine VPN will not work properly.
Confirm that your subscription is active. Open Avast SecureLine VPN, go to Settings (the gear icon) ▸ Subscription. Ensure your subscription type and Activation code appear on the screen. For detailed activation instructions, refer to the following article:
- Activating an Avast SecureLine VPN subscription
Try to uninstall and reinstall the app. For detailed instructions, refer to the following articles:
- Uninstalling Avast SecureLine VPN
- Installing Avast SecureLine VPN

If Avast SecureLine VPN is still unable to establish a connection, the problem may be caused by the network policies of the Wi-Fi or cellular network you are connected to.

Check that your internet connection works when Avast SecureLine VPN is disconnected. If your internet connection is not working, check your network configuration.
Select a different Avast server location. Open Avast SecureLine VPN, tap Server location at the bottom of the main app screen, then tap a different location.
Select a different VPN protocol. Open Avast SecureLine VPN, go to Settings (the gear icon) ▸ VPN Protocol.
Disconnect other VPN services that may be running on your iOS device. If you are connected to another VPN, it is likely that Avast SecureLine VPN will not work properly.
Confirm that your subscription is active. Open Avast SecureLine VPN, and go to Settings (the gear icon) ▸ Subscription. Ensure your subscription type and Activation code appear on the screen. For detailed activation instructions, refer to the following article:
- Activating an Avast SecureLine VPN subscription
Try to uninstall and reinstall the app. For detailed instructions, refer to the following articles:
- Uninstalling Avast SecureLine VPN
- Installing Avast SecureLine VPN

If Avast SecureLine VPN is still unable to establish a connection, the problem may be caused by the network policies of the Wi-Fi or cellular network you are connected to.

If the issue persists, contact Avast Support.

Updated on: 27/04/2021

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Troubleshooting when unable to establish or maintain a VPN connection

Instructions

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