avast! SecureLine: FAQ - Performance Issues and Using the VPN

• I’m connecting fine, but the VPN seems slow. How do I speed it up?
  
  
• I can connect to VPN, but can’t reach or browse websites.
  
  
• How do I know the VPN is working?
  
  
• Why does Speedtest.net or my IP Tester say I am in a different location than the VPN gateway I’m connected to?
  
  
• Are Speed Tests accurate when using the VPN?
  
  
• My email is not working when the VPN is connected.
  
  
• What WON’T work over the VPN?
  
  
• My VPN icon disappeared. How do I get it back?
  
  
• I have a new computer or I had to rebuild my computer. How do I restore my VPN service?
  

• Related FAQ's
  
  
  
  

Although the VPN can actually smooth out certain connection issues and increase upload speed, a bit of general speed loss is normal due to distance, occasional Internet congestion between you and us, and the fact your data is being encrypted. Still, if the VPN seems abnormally slow, please consult the following article:

• avast! SecureLine: Troubleshooting VPN speed issues
  
  
  

This is likely a DNS issue. See how to change DNS settings.

The client should show you that you are connected, as well as the IP address of your new virtual location. If you want to double check, you can go to any third party IP tester, such as http://www.ip2location.com/.

Yes. It’s kind of frustrating for us too. Geolocation is not a perfect science and these services pull their data from different sources and do not always update regularly. We also stealth our servers using various methods, which may also affect the information they return.

Yes and no. The encryption and stealthing of our servers can certainly play havoc with speed tests. The best test of how well the VPN is working is to try browsing with it, or just try using it for whatever reason you purchased it. Even if a speed test gives you a bad result, you may find it’s actually quite speedy in practice.

If you still wish to try, be sure to select the city closest to the VPN server you are connected to before running the speed test or the results will be horribly skewed. On Speedtest.net, this may involve you dragging the map so you can choose the actual city you’re connected through. This will still attempt to measure the speed to your computer from that city.

avast! provides SMTP mail relays at no charge so you enjoy unfettered use of your email while using the VPN. About 99.99% of the time, these require zero configuration and “just work.”

Still, sometimes your mail provider may block mail while you’re on the VPN because they cannot detect that you are on their network. Please ask your mail provider for configuration when you are not in his network.

Any type of service that requires a 'listening' socket at the remote end will not work. For example:

1. FTP in non-passive mode.
   
   
2. Remote access to your computer (via SSH, Telnet...).
   
   
3. Any web services you offer from your compute.
   
   
4. P2P clients which benefit from incoming connection availability.
   
   
   

You may have “Quit” the VPN, instead of just connecting. Just relaunch avast! SecureConnect from your desktop or wherever you saved it or, worst case, log into to your Customer Portal and go to 'My Services' and click on 'Download Client Software' and you’ll be given instructions to download a shiny new installer.

Log into to your Customer Portal and go to 'My Services' and click on 'Download Client Software' and you’ll be given instructions.

• avast! SecureLine: FAQ - General
  
  
• avast! SecureLine: FAQ - Connection Issues
  
  
• avast! SecureLine: FAQ - Miscellaneous Topics
  
  
  

avast! SecureLine Pro
avast! SecureLine

Operating systems:

Microsoft Windows 7 Home Basic / Home Premium / Professional / Enterprise / Ultimate
Microsoft Windows Vista Home Basic / Home Premium / Business / Enterprise / Ultimate
Microsoft Windows XP Home / Professional / Media Center Edition

Apple Mac OS 10.4 and above