Troubleshooting common issues with Avast SecureLine VPN

This article contains troubleshooting steps for issues related to Avast SecureLine VPN on Windows, Mac, Android, and iOS platforms.

For general information related to Avast SecureLine VPN, refer to the following articles:

Why can't I access my email when Avast SecureLine VPN is connected?

When Avast SecureLine VPN is connected, you may experience problems sending emails from an email client, such as Microsoft Outlook, Mozilla Thunderbird, or Apple Mail (Mac). For more information, refer to the following article:

Avast SecureLine VPN does not affect sending emails from web-based email accounts accessed via a web browser.

What should I do if a website reports that my location is incorrect?

If a website reports that your location is incorrect, or if you suspect that your location is not properly hidden, refer to the following article for detailed troubleshooting steps:

Why am I getting the error, "Sorry, the SecureLine VPN server has refused your license file"?

This error commonly occurs when your account has been temporarily suspended for violating the terms of our End User License Agreement. To reactivate your account, contact Avast Support, and include a screenshot of your most recent order confirmation email. To contact Avast Support, use the contact form linked below:

Why am I getting the error, "Maximum connections reached"?

This error occurs when too many devices try connecting to the Avast SecureLine VPN servers using the same activation code.

To troubleshoot this error, follow the steps below:

  1. Ensure SecureLine VPN is not activated or connected on any unused devices.
  2. If you suspect your activation code is being used without your permission, contact Avast Support, and include a screenshot of your most recent order confirmation email. To contact Avast Support, use the contact form linked below:

What should I do if Avast SecureLine VPN is unable to establish a connection?

If SecureLine VPN is unable to establish a connection, refer to the relevant section below for troubleshooting steps.

  • Check if your internet connection works while SecureLine is disconnected. If the internet connection still doesn't work, check your network configuration.
  • Select a different Avast server location.
  • 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 won't 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, go to MenuMy licenses, then scroll to the Avast SecureLine VPN section under Licenses on this PC. Ensure Active appears in the Avast SecureLine VPN panel.

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

  • Select a different Avast server location.
  • Some routers have the option to enable or disable IPsec, sometimes displayed as VPN passthrough. For SecureLine VPN to connect and function properly, ensure that IPsec or VPN passthrough is enabled.
  • 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 Preferences (the gear icon) ▸ Subscription. Ensure Your subscription is active appears at the top of the screen.

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

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

  • Select a different Avast server location.
  • Reinstall the latest VPN profiles. Open Avast SecureLine VPN, go to Settings (the gear icon) ▸ Reinstall VPN Profile.
  • Confirm that your subscription is active. Open Avast SecureLine VPN, and go to Settings (the gear icon) ▸ Subscription. Ensure your subscription type and Subscription Code appear at the top of the screen.
  • Try to uninstall and re-install the program. For detailed instructions, refer to the following articles:

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

  • Avast SecureLine VPN 5.x for Windows
  • Avast SecureLine VPN 3.x for Mac
  • Avast SecureLine VPN 5.x for Android
  • Avast SecureLine VPN 5.x for iOS
  • All supported platforms

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