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AVG Secure VPN for Windows and Mac - FAQs

Applies to

Products:

  • AVG Secure VPN 1.x for Windows
  • AVG Secure VPN 1.x for Mac

Operating systems:

  • Apple macOS 10.14.x (Mojave)
  • Apple macOS 10.13.x (High Sierra)
  • Apple macOS 10.12.x (Sierra)
  • Apple Mac OS X 10.11.x (El Capitan)
  • Apple Mac OS X 10.10.x (Yosemite)
  • 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

This article answers the most commonly asked questions about AVG Secure VPN on Windows and Mac.

Download and Installation

How do I download and install AVG Secure VPN?

Refer to the relevant article below, depending on your device:

Is a free-trial version of AVG Secure VPN available?

Yes. When you download and install AVG Secure VPN on Windows or Mac, you have free access to all product features for a limited time period. To begin your free trial:

  1. Click the OFF slider on the main screen of the AVG Secure VPN interface so it changes to ON.
  2. Click the Start Trial option.

Your free trial begins automatically.

How do I uninstall AVG Secure VPN?

Refer to the relevant article below, depending on your device:

General

What is a VPN?

A Virtual Private Network (VPN) protects the data you upload and download from the internet, provides security for any data you send from your device, and anonymizes your internet activity.

What is AVG Secure VPN?

AVG Secure VPN is an application that enables you to connect to the internet via secure VPN servers using an encrypted tunnel. AVG Secure VPN can be used any time you want to connect to the internet with extra security and privacy, and is especially recommended when you are connected to a public or unsecured wireless network. AVG Secure VPN has servers in several locations, which means you can bypass geolocation restrictions, as well as access your favorite content while traveling.

Which operating systems does AVG Secure VPN support?

Refer to the relevant section below, depending on your device:

Windows PC

  • Microsoft Windows 10 (any edition except RT or Starter, 32-bit or 64-bit)
  • Microsoft Windows 8 / 8.1 (any edition except RT or Starter, 32-bit or 64-bit)
  • Microsoft Windows 7 Service Pack 1 or higher (any edition, 32-bit or 64-bit)

You can also use an AVG Secure VPN Multi-Device subscription on Android (5.0 or later) and iOS (9.0 or later). Check your AVG Account to confirm which subscription you purchased and which devices you can use it on. For more information about using AVG Secure VPN on a mobile device, refer to the following article:

NOTE: The latest version of AVG Secure VPN is not supported by and cannot be run on Windows Vista or Windows XP. If you use Windows Vista or Windows XP, you can download AVG Secure VPN version 1.6.667. However, this is an older program version and does not receive updates.

Mac

  • Apple macOS 10.14.x (Mojave)
  • Apple macOS 10.13.x (High Sierra)
  • Apple macOS 10.12.x (Sierra)
  • Apple macOS 10.11.x (El Capitan)
  • Apple macOS 10.10.x (Yosemite)

You can also use an AVG Secure VPN Multi-Device subscription on iOS (9.0 or later) and Android (5.0 or later). Check your AVG Account to confirm which subscription you purchased and which devices you can use it on. For more information about using AVG Secure VPN on a mobile device, refer to the following article:

Connection

Can I use AVG Secure VPN with any type of internet connection?

Yes, AVG Secure VPN connects over any wired or wireless internet connection.

What kind of encryption does AVG Secure VPN use?

AVG Secure VPN uses the AES 256 bit encryption key, which is bank-grade encryption. AVG Secure VPN also uses Open SSL and certificate authentication.

Does AVG Secure VPN allow P2P connections?

AVG Secure VPN allows peer-to-peer (P2P) connections through our data center locations listed below:

  • Prague, Czech Republic
  • Frankfurt, Germany
  • Amsterdam, Netherlands
  • New York, USA
  • Miami, USA
  • Seattle, USA
  • London, United Kingdom
  • Paris, France

Does AVG Secure VPN log user information?

AVG Secure VPN stores connection logs that include information such as the time you connect and disconnect, the duration of the connection, and bandwidth usage. We use this information for diagnostic purposes and to help prevent abuse of the VPN connection.

We do not log activity such as the websites you visit, what data is transferred, and which IP addresses are accessed. For more information, refer to the AVG Privacy Policy.

What ports does Secure VPN run on?

Refer to the relevant section below, depending on your device:

Windows PC

AVG Secure VPN for Windows runs on ports 553 UDP and 443 TCP.

Mac

AVG Secure VPN for Mac runs on ports 50, 500, 1701, and 4500.

What protocols does Secure VPN use?

Refer to the relevant section below, depending on your device:

Windows PC

AVG Secure VPN for Windows uses Open VPN on UDP.

Mac

AVG Secure VPN for Mac uses IPsec.

NOTE: Some routers have the option to enable or disable IPsec, sometimes displayed as VPN passthrough. For AVG Secure VPN to work properly, IPSec or VPN passthrough needs to be enabled.

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

You may sometimes experience a slower internet connection when using AVG Secure VPN. This is because 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.

Subscriptions

How do I activate AVG Secure VPN?

Refer to the relevant article below, depending on your device:

How many devices can I use my AVG Secure VPN subscription on?

An AVG Secure VPN Multi-Device subscription includes AVG Secure VPN for Windows, Mac, Android, and iOS. The application be activated on up to 5 devices simultaneously.

NOTE:

If you purchased a different subscription bundle, or a single device AVG Secure VPN subscription for Windows or Mac, you may only be able to use the product on one device. To confirm which product you purchased and which devices you can use it on, check your AVG Account registered to the email used during purchase, or an order confirmation email.

How do I start using AVG Secure VPN?

Refer to the relevant section below, depending on your device:

Windows PC

  1. Double-click the AVG Secure VPN icon on your desktop to open the application.
  2. Click the OFF slider so it changes to ON.
  3. Click Change location and select a location from the list. If you skip this step, you are automatically connected to the Optimal location.

To access connection preferences and language settings, click the gear icon in the top-right corner of the user interface.

For more information about using AVG Secure VPN on Windows, refer to the following article:

Mac

  1. Click the AVG Secure VPN icon in the menu bar and select Open AVG Secure VPN.
  2. Click the OFF slider so it changes to ON.
  3. Click Change location and select a location from the list. If you skip this step, you are automatically connected to the Optimal location.

To access connection preferences, click AVG Secure VPN on the left side of the menu bar and select Preferences....

Is a subscription for AVG Secure VPN included with AVG Antivirus software?

No. AVG Secure VPN is a separate product that requires a separate paid subscription to use. You can purchase a stand-alone AVG Secure VPN Multi-Device subscription via the AVG Store.

Why is AVG Secure VPN a paid product when other VPN services are free?

To support the continued development of AVG Secure VPN and give you access to the best VPN technology, AVG Secure VPN is a paid product.

Many free VPN services sell your data to third parties, place ads and videos into your browser, and significantly slow down your internet connection. AVG Secure VPN never compromises user experience or privacy. We don't share or sell your data to third parties, and we don't monitor your online activity. AVG Secure VPN does not significantly interfere with your internet connection and is completely ad-free.

What can I do if AVG Secure VPN does not accept my paid subscription?

Ensure that your purchased subscription is for AVG Secure VPN. You cannot use a subscription for AVG Internet Security or AVG TuneUp to activate AVG Secure VPN.

Try completely uninstalling and reinstalling AVG Secure VPN. Then, restart your device, and try to activate your subscription again.

Contact AVG Support if you continue to experience issues activating your subscription.

Settings

Can I configure AVG Secure VPN to connect automatically when I use an unsecured Wi-Fi network?

Yes. Follow the relevant steps below, depending on your device:

Windows PC

  1. Double-click the AVG Secure VPN icon on your desktop to open the application.
  2. Click the gear icon in the top-right corner.
  3. Select Network Security in the left panel and tick Automatically when connected to the internet.

By default, AVG Secure VPN does not automatically connect when you are using a trusted private network. To ensure AVG Secure VPN connects automatically every time you use the internet, untick the box next to Exclude Trusted (private) networks.

Mac

  1. Click the AVG Secure VPN icon in the menu bar and select Open AVG Secure VPN.
  2. Click AVG Secure VPN on the left side of the menu bar and select Preferences....
  3. Select Network Security in the left panel and tick Automatically when connected to the internet.

Click Trusted Networks... next to Exclude to add trusted Wi-Fi networks. AVG Secure VPN will not automatically connect when you use networks specified as trusted.

How do I connect to a different VPN server location?

Refer to the relevant section below, depending on your device:

Windows PC

  1. Double-click the AVG Secure VPN icon on your desktop to open the application.
  2. Click Change location to select a server location.

Mac

  1. Click the AVG Secure VPN icon in your menu bar and select Open AVG Secure VPN to open the application.
  2. Click Change location to select a server location.

Troubleshooting

What can I do if I am unable to browse the internet when I connect to AVG Secure 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.

What should I do if AVG Secure VPN is unable to establish a connection?

If AVG Secure VPN is unable to establish a connection, refer to the relevant section below for solutions:

Windows PC

  • Disconnect AVG Secure VPN and try to browse the web. If you still cannot connect to the internet, check your network configuration.
  • Select a different AVG Secure VPN location.
  • Disconnect other VPN services that may be running on your PC. If you are connected to another VPN, AVG Secure VPN doesn't work properly.
  • Restart your PC and try to connect to AVG Secure VPN again.
  • Check the configuration of your firewall. Firewall configurations vary according to the vendor or manufacturer. Consult the related documentation for information about running a VPN.
  • Confirm that your AVG Secure VPN subscription is active. On the main AVG Secure VPN screen, click My AVGMy Subscription to verify your Subscription status.
  • Change your internet connection settings to use DNS servers from a different provider. For more information, refer to the article below:

If AVG Secure VPN is still unable to establish a connection, try to uninstall and re-install the software.

Mac

  • Some routers have the option to enable or disable IPsec, sometimes displayed as VPN passthrough. For Secure 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.
  • Disconnect AVG Secure VPN and try to browse the web. If you still cannot connect to the internet, check your network configuration.
  • Select a different AVG Secure VPN location.
  • Disconnect other VPN services that may be running on your Mac. If you are connected to another VPN, AVG Secure VPN doesn't work properly.
  • Restart your Mac and try to connect to AVG Secure VPN again.
  • Confirm that your AVG Secure VPN subscription is active. Ensure the AVG Secure VPN interface is open, then click AVG Secure VPN in the menu bar and select Preferences...Account to verify your Subscription status.
  • Change your internet connection settings to use DNS servers from a different provider. For more information, refer to the article below:

If AVG Secure VPN is still unable to establish a connection, try to uninstall and re-install the software.

What should I do if I see the error message 'Content not available'?

Try the following solutions (for Windows systems only):

  • Click the ON slider so it changes to OFF on the main AVG Secure VPN screen. Then, click the slider again so it changes back to ON.
  • Disconnect any other VPN services that may be running on your PC. If you are connected to another VPN, it is likely that AVG Secure VPN won't work properly.
  • Restart your PC.

What should I do if I see the error message 'AVG Secure VPN has encountered a technical issue'?

Try the following solutions (for Windows systems only):

  • Check if your internet connection works without AVG Secure VPN. Disconnect AVG Secure VPN and try to browse the web. If you still can't connect to the internet, check your network configuration.
  • Restart your PC.

If these solutions do not work, try to uninstall and re-install AVG Secure VPN.

Why do Gmail and Live Mail send me suspicious activity alerts when I connect to AVG Secure VPN?

If you use a different location when you connect to the internet via AVG Secure VPN, Gmail and Live Mail may detect this change. You may receive an email reporting suspicious activity, and you will be asked to change your password if you think someone in a different location has accessed your email. To ensure your security, verify the VPN location you selected matches the detected location.

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 visitors using their IP address, a process called IP geolocation. IP geolocation uses a database that pairs IP address ranges and geographical information. The information in this database can be inaccurate for several reasons:

  • AVG aims 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 user traffic from the IP address in the past.
  • In certain locations, we rent dedicated servers to ensure AVG Secure VPN and the IP geolocation databases are updated by the server provider on AVG's behalf. Because AVG 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.

How can I prevent the WebRTC leak on my browser?

WebRTC is a feature that various browsers (such as Google Chrome and Mozilla Firefox) apply because it supports B2B applications, such as voice calling, video chat, and P2P file sharing without the need for plugins. In Windows, Mac OS, and Android systems, this feature potentially enables IP addresses to be visible, even when you are connected to a VPN, such as AVG Secure VPN.

We are actively looking for a solution to this issue. In the meantime, protect your privacy by blocking or disabling WebRTC. You can also avoid this vulnerability by using a browser that does not apply WebRTC (such as Safari, Microsoft Edge, or Internet Explorer).

When is the regularly scheduled maintenance?

Regular maintenance occurs every Saturday at 6PM EST (GMT/UTC -5), or 6PM EDT (GMT/UTC -4) during Daylight Saving Time, and lasts for one hour. Your service is not typically affected by this maintenance.

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