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Troubleshooting common issues with Avast SecureLine VPN

This article explains how to troubleshoot common issues with Avast SecureLine VPN. For general information about Avast SecureLine VPN, refer to the following article:

Installation and Setup

What if installation fails?

We recommend you try to install Avast SecureLine VPN using the exact steps in the following article:

If the issue persists, contact Avast Support.

What if activation is unsuccessful?

Ensure that your subscription is valid for Avast SecureLine VPN. You cannot use an Avast Premium Security subscription to activate Avast SecureLine VPN.

Ensure that your subscription is valid for Avast SecureLine VPN. You cannot use an Avast Mobile Security Premium subscription to activate Avast SecureLine VPN.

We recommend you try to activate Avast SecureLine VPN using the exact steps in the following article:

If activation is unsuccessful, refer to the following article for additional troubleshooting steps:

If the issue persists, contact Avast Support.

What if I see an error message during setup?

For information about the possible error messages that may appear during initial setup of Avast applications, refer to the following article:

How can I uninstall Avast SecureLine VPN?

For detailed uninstallation instructions, refer to the following article:

Removing Avast SecureLine VPN from your device does not automatically cancel your subscription. For information about canceling an Avast subscription, refer to the following article:

Error Messages

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 subscription. We recommend ensuring that Avast SecureLine VPN is not activated or connected on any unused devices.

If you suspect that your subscription is being used without your permission, contact Avast Support.

You can check the maximum number of devices for your subscription in the order confirmation email you received after purchase, or in your Avast Account.

If you are already using your subscription on the maximum number of devices, you need to deactivate your subscription on an existing device before activating it on a new device. For instructions, refer to the following article:

Why am I getting the error, "We've got something"?

This error occurs if Avast SecureLine VPN fails to connect, and displays a 6-digit code, or multiple 6-digit codes. To troubleshoot this issue, refer to the following article:

Why did I receive the error message "SecureLine has encountered a technical issue"?

If the Avast SecureLine VPN screen is blank apart from the error message SecureLine has encountered a technical issue, try the following solutions:

Why am I getting the error, "Your Avast SecureLine VPN is over"?

This message appears if your Avast SecureLine VPN subscription has expired. To learn more about the options that are available after your Avast subscription expires, refer to the following article:

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.

Connection issues

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

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

  • Check that your internet connection works when Avast SecureLine VPN is disconnected. If your internet connection isn't working, 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, and go to ☰ Menu ▸ My subscriptions ▸ Subscriptions on this PC. Ensure Active appears next to Avast SecureLine VPN.

If Avast SecureLine VPN is still unable to establish or maintain 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 isn't working, check your network configuration.
  • Select a different Avast server location.
  • 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 won't 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.

If Avast SecureLine VPN is still unable to establish or maintain 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 isn't working, check your network configuration.
  • Select a different Avast server location.
  • 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 won't 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.
  • Change the VPN protocol to Avast Mimic. This often helps in countries with restrictions on VPN use, where the default OpenVPN may be blocked. To change the VPN protocol, go to Settings (the gear icon) ▸ VPN Protocol and select Avast Mimic.
  • Try to uninstall and reinstall the app. For detailed instructions, refer to the following articles:

If Avast SecureLine VPN is still unable to establish or maintain 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 isn't working, check your network configuration.
  • Select a different Avast server location.
  • 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 won't work properly.
  • Reinstall the VPN profile. Open Avast SecureLine VPN, go to Settings (the gear icon) ▸ VPN profile. Tap Agree & continue on the Logging Policy and Use screen, then follow the on-screen instructions to give permission to add VPN configurations.
  • 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.
  • Try to uninstall and reinstall the app. For detailed instructions, refer to the following articles:

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

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.

Why can't I browse the internet when I connect to Avast SecureLine VPN?

If you can't browse the internet while connected to Avast SecureLine VPN, try the following solutions:

  • Check the signal strength of your Wi-Fi. Some hotels or hotspots have weak Wi-Fi signals.
  • Verify that you have accepted the Terms and Conditions of the Wi-Fi hotspot provider. To do so, open your browser and, if prompted, accept the terms of the provider to connect.
  • Try using a different browser.
  • Ensure that your DNS resolver is working properly (in Windows 8 or later). To do so, disable the smart multi-homed name resolution service by following instructions in the following article:

Why do certain websites claim that I'm connected to a different city than the city I selected as my VPN location?

Websites often attempt to identify the location of their visitors from their IP address, a process called IP geolocation. IP geolocation uses a database that pairs together IP address ranges and geographical information. The information in this database can be inaccurate for several reasons:

  • Avast does its best to provide accurate information to the IP geolocation databases, but the database providers may take extra time to update the location.
  • The website may be using an outdated version of the geolocation database.
  • Some major websites (Google, for example) maintain their own databases based on what user traffic came from the IP address in the past.
  • In certain locations we rent dedicated servers, and the IP geolocation databases are updated by the server provider on Avast's behalf. Because Avast is a Czech company, these providers may indicate the location as Czech Republic. When this occurs, we work with the providers to update the information with the correct locations of our servers.

Why is my internet connection slower when I connect to Avast SecureLine VPN?

You may experience a slower internet connection when using Avast SecureLine VPN. This is because a VPN encrypts traffic and data before sending it to a server. Depending on the distance and capacity of the server, this process may cause a slightly slower, but safer, internet connection.

Why do Gmail and Live Mail send me suspicious activity alerts when I'm connected to Avast SecureLine VPN?

When you connect to the internet and use Avast SecureLine VPN with a different location, Gmail and Live Mail may detect this change. You may receive an email reporting suspicious activity, and be asked to change your password if you think someone in a different location has accessed your email.

General

What can I do if I think that my location is not properly hidden?

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

How can I prevent WebRTC leaks on my browser?

In most web browsers, Web Real-Time Communication (WebRTC) leaks can cause your IP address to be visible, even when you are connected to Avast SecureLine VPN. You can prevent WebRTC leaks by blocking or disabling WebRTC.

For information about preventing WebRTC leaks, refer to the following article:

How can I prevent DNS leaks?

Domain Name System (DNS) leaks can sometimes still occur even when you are using Avast SecureLine VPN. For information about how to prevent DNS leaks, refer to the following article:

Contact Avast Support

How do I send a message to Avast Support?

If you experience issues with Avast SecureLine VPN, you can send a message to Avast Support using the contact form linked below:

If you experience issues with Avast SecureLine VPN, we recommend sending a message directly from the Avast SecureLine VPN app to ensure that our representatives receive device logs to help resolve the issue as quickly and effectively as possible. To send a message to Avast Support, follow the steps below:

  1. Open Avast SecureLine VPN and go to Settings (the gear icon) ▸ Help.
  2. Tap Contact support.
  3. Enter the required information into the text boxes and tap Send.

If you experience issues with Avast SecureLine VPN, we recommend sending a message directly from the Avast SecureLine VPN app to ensure that our representatives receive device logs to help resolve the issue as quickly and effectively as possible. To send a message to Avast Support, follow the steps below:

  1. Open Avast SecureLine VPN and go to Settings (the gear icon) ▸ Help.
  2. Tap Contact support.
  3. Enter the required information into the text boxes and tap Send.

Where can I find Avast SecureLine VPN log files?

For troubleshooting purposes, Avast Support representatives may ask you to provide Avast SecureLine VPN log files. To find the log files, press the Win key and E key simultaneously on your keyboard to open File Explorer, then go to one of the locations below:

  • C:\ProgramData\AVAST Software\SecureLine\log
  • C:\ProgramData\AVAST Software\Avast\log

Look for the vpn_engine.log file. If you are using an older version of Avast Antivirus, the file could be named SecureLine.log.

If you cannot locate the ProgramData folder in your system, refer to the following instructions from Windows support:

How can I generate a support package?

If you report a technical issue related to Avast SecureLine VPN, our support representatives may ask you to create a support package. For instructions, refer to the following article:

How do I check which version of Avast SecureLine VPN I have?

For troubleshooting purposes, Avast Support representatives may ask you to provide your application version number.

To verify which version of Avast SecureLine VPN you are using:

  1. Open Avast SecureLine VPN and go to ☰ Menu ▸ About.
  2. The application version number is listed under Software version.
  1. Open Avast SecureLine VPN and go to Settings (the gear icon) ▸ About.
  2. The app version number is listed under Current version.
  • 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
  • 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 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


Updated on: 02/06/2022

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