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Troubleshooting common issues with AVG Secure VPN

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

Installation and Setup

What if installation fails?

We recommend you try to install AVG Secure VPN using the exact steps in the following article:

If the issue persists, contact AVG Support.

What if activation is unsuccessful?

Ensure that your subscription is valid for AVG Secure VPN. You cannot use an AVG Internet Security subscription to activate AVG Secure VPN.

Ensure that your subscription is valid for AVG Secure VPN. You cannot use an AVG AntiVirus for Android subscription to activate AVG Secure VPN.

We recommend you try to activate AVG Secure 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 AVG Support.

What if I see an error message during setup?

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

How can I uninstall AVG Secure VPN?

For detailed uninstallation instructions, refer to the following article:

Removing AVG Secure VPN from your device does not automatically cancel your subscription. For information about canceling an AVG 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 AVG Secure VPN servers using the same subscription. We recommend ensuring that AVG Secure VPN is not activated or connected on any unused devices.

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

You can check the maximum number of devices for your subscription in the order confirmation email you received after purchase, or in your AVG 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 did I receive the error message "Secure VPN has encountered a technical issue"?

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

Why am I getting the error, "Your AVG Secure VPN has expired"?

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

General

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

If AVG Secure VPN is unable to establish a connection, try the following troubleshooting steps:

  • Check that your internet connection works when AVG Secure VPN is disconnected. If your internet connection isn't working, check your network configuration.
  • Select a different AVG server location.
  • Disconnect 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 and try connecting to AVG Secure 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 AVG Secure VPN, and go to MenuMy subscriptionsSubscriptions on this PC. Ensure Active appears next to AVG Secure VPN.

If AVG Secure 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 AVG Secure VPN is disconnected. If your internet connection isn't working, check your network configuration.
  • Select a different AVG server location.
  • Disconnect other VPN services that may be running on your Mac. If you are connected to another VPN, it is likely that AVG Secure VPN won't work properly.
  • Restart your Mac and try connecting to AVG Secure VPN again.
  • Some routers have the option to enable or disable IPsec, sometimes displayed as VPN passthrough. For AVG Secure 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 AVG Secure VPN, and go to MenuSubscription. Ensure Your subscription is active appears at the top of the screen.

If AVG Secure 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 AVG Secure VPN is disconnected. If your internet connection isn't working, check your network configuration.
  • Select a different AVG 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 AVG Secure VPN won't work properly.
  • Confirm that your subscription is active. Open AVG Secure VPN, 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 AVG Secure 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 AVG Secure VPN is disconnected. If your internet connection isn't working, check your network configuration.
  • Select a different AVG 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 AVG Secure VPN won't work properly.
  • Reinstall the VPN profile. Open AVG Secure 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 AVG Secure 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 AVG Secure 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.

Why can't I access my email when AVG Secure VPN is connected?

When AVG Secure 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:

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

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:

Why can't I browse the internet when I connect to AVG Secure VPN?

If you can't browse the internet while connected 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.
  • 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:

  • AVG 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 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 WebRTC leaks 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, macOS, 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 or Internet Explorer).

How can I prevent DNS leaks?

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

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

You may experience a slower internet connection when using AVG Secure 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 AVG Secure VPN?

When you connect to the internet and use AVG Secure 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.

Contact AVG Support

How do I send a message to AVG Support?

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

If you experience issues with AVG Secure VPN, we recommend sending a message directly from the AVG Secure 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 AVG Support, follow the steps below:

  1. Open AVG Secure 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 AVG Secure VPN, we recommend sending a message directly from the AVG Secure 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 AVG Support, follow the steps below:

  1. Open AVG Secure 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 AVG Secure VPN log files?

For troubleshooting purposes, AVG Support representatives may ask you to provide AVG Secure 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 the following location:

  • C:\ProgramData\AVG\Secure VPN\log

Look for the vpn_engine.log file.

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

How can I generate a diagnostics report?

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

How do I check which version of AVG Secure VPN I have?

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

To verify which version of AVG Secure VPN you are using:

  1. Open AVG Secure VPN and go to MenuAbout.
  2. The application version number is listed under Version.
  1. Open AVG Secure VPN and go to Settings (the gear icon) ▸ About.
  2. The app version number is listed under Current version.
  • AVG Secure VPN 1.x for Windows
  • AVG Secure VPN 1.x for Mac
  • AVG Secure VPN 2.x for Android
  • AVG Secure VPN 2.x for iOS
  • 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 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 13.0 or later

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