Avast SecureLine VPN: FAQs
Frequently Asked Questions
This article answers the most commonly asked questions about Avast SecureLine VPN on Windows and Mac. For information about Avast SecureLine VPN on mobile devices, read the following article:
Setup & Licensing
What is a VPN?
A VPN (Virtual Private Network) functions as a private tunnel through the internet which encrypts your data and secures your connection when using public Wi-Fi connections such as those in cafes or airports.
What is SecureLine VPN?
Avast SecureLine VPN is an application which enables you to connect to the internet via secure Avast VPN servers using an encrypted tunnel. SecureLine 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.
SecureLine 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 SecureLine VPN support?
We also offer mobile versions of SecureLine VPN for Android (4.0 or later) and iOS (5.1 or later). For more information, read the following article:
Can I use SecureLine VPN with any type of internet connection?
Yes, SecureLine VPN connects over any wired or wireless internet connection.
What kind of encryption does SecureLine VPN use?
SecureLine VPN uses the AES 256 bit encryption key, which is bank grade encryption. SecureLine also uses Open SSL and certificate authentication.
What ports does SecureLine VPN run on?
What protocols does SecureLine VPN use?
Does SecureLine VPN allow P2P connections?
SecureLine VPN allows peer-to-peer connections through our data center locations listed below:
- Prague, Czech Republic
- Frankfurt, Germany
- Amsterdam, Netherlands
- New York City, New York
- Miami, Florida
- Seattle, Washington
- London, United Kingdom
- Paris, France
Does SecureLine VPN log user information?
SecureLine VPN stores connection logs, which includes information such as the time you connect and disconnect, the duration of the connection, and bandwidth usage. This information is used for diagnostic purposes and to help prevent abuse of the VPN connection.
Why is my internet connection slower when I connect to SecureLine VPN?
You may experience a slower internet connection when using SecureLine VPN. 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.
How do I install SecureLine VPN?
How do I uninstall SecureLine VPN?
Can I use SecureLine VPN without installing Avast Antivirus?
Yes. SecureLine VPN can be installed as a standalone application, without Avast Antivirus or Avast Mac Security installed. If you are using Avast Antivirus on Windows, we recommend using SecureLine VPN as a component of Avast.
Is SecureLine VPN licensed separately from Avast Antivirus?
Yes - SecureLine VPN is an extra service and requires a separate license to use. An Avast Antivirus license does not activate SecureLine VPN.
What should I do if my activation is unsuccessful?
SecureLine VPN requires a separate, paid license to use. If you are using Avast Antivirus, ensure that you have purchased and activated a license for SecureLine VPN. If the activation is unsuccessful, you can submit a ticket to the Avast Support Team.
How do I get started using SecureLine VPN?
How do I cancel my auto-renewal subscription?
Can I set up SecureLine VPN to connect automatically when I start up my system?
Can I set up SecureLine VPN to connect automatically when I use an unsecured WiFi network?
How do I connect to a different VPN server location?
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 X, and Android systems, this feature potentially enables IP addresses to be visible even when you are connected to a VPN such as Avast SecureLine.
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 which does not apply WebRTC (such as Safari or Internet Explorer).
For more details, read the following article:
Why can't I browse the internet when I connect to SecureLine VPN on Windows?
If you can't browse the internet while connected to SecureLine, try the following solutions (for Windows systems only):
- Check the signal strength of your WiFi. Some hotels or hotspots have weak WiFi signals.
- Verify that you have accepted the Terms and Conditions of the WiFi 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 the instructions in the article below:
What should I do if SecureLine is unable to establish a connection?
If SecureLine VPN is unable to establish a connection, try the following solutions:
If SecureLine VPN is still unable to establish a connection, try to uninstall and re-install the software.
What should I do if the text "content not available" appears in the application window?
If the message content not available appears in the SecureLine VPN window, try the following solutions (for Windows systems only):
- Go to Privacy → SecureLine VPN to reload the page.
- Disconnect other VPN services that may be running on your PC. If you are connected to another VPN, it is likely that SecureLine VPN won't work properly.
- Restart your PC.
Why did I receive the error message "SecureLine has encountered a technical issue"?
If the SecureLine VPN interface becomes empty apart from the error message SecureLine has encountered a technical issue, try the following solutions (for Windows systems only):
- Check if your internet connection works without SecureLine. Disconnect SecureLine and try to browse the web. If the internet connection still doesn't work, check your network configuration.
- Restart your PC.
If these solutions do not work, try to uninstall and re-install the software.
How do I send a message to Avast Support?
If you continue to face issues with SecureLine VPN, send a message to Avast Support by following the instructions in the article below:
Where can I find SecureLine VPN log files?
For troubleshooting purposes, Avast Support representatives may ask you to provide them with SecureLine VPN log files. To find log files, go the C:\ProgramData\AVAST Software\Avast\log location and look for the
vpn_engine.log file. If you are still using older version of Avast Antivirus, the file can be named
If you cannot locate the ProgramData
folder in your system, follow the instructions on the Windows support page:
When is the regularly scheduled maintenance?
Regular maintenance occurs every Saturday at 6 PM EST (GMT/UTC -5), or 6 PM EDT (GMT/UTC -4) during daylight saving time, and lasts for one hour. Your service is not typically affected by this maintenance.
Why do Gmail and Live Mail send me suspicious activity alerts when I connect to SecureLine VPN?
If you use a different location when you connect to the internet via SecureLine VPN, Gmail and Live Mail may detect this change. You may receive an email reporting suspicious activity, and will be asked to change your password if you think someone in a different location has accessed your email. Verify the VPN location you selected to ensure your security.
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 to provide SecureLine VPN 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 SecureLine VPN a paid product when other VPN services are free?
To support the continued development of SecureLine VPN and give you access to the best VPN technology, SecureLine is a paid product.
Many free VPN services sell your data to 3rd parties, place ads and videos into your browser, and slow down your internet connection.
SecureLine VPN never compromises user experience or privacy. We do not share or sell your data to 3rd parties, nor do we monitor your internet activity. SecureLine VPN does not interfere with your internet connection and is completely ad-free.
- Avast SecureLine VPN
- Avast Premier 17.x
- Avast Internet Security 17.x
- Avast Pro Antivirus 17.x
- Avast Free Antivirus 17.x
- Avast Free Mac Security
- Avast Mac Security Pro
- Microsoft Windows 10 Home / Pro / Enterprise / Education
- Microsoft Windows 8.1 / Pro / Enterprise
- Microsoft Windows 8 / Pro / Enterprise
- Microsoft Windows 7 Home Basic / Home Premium / Professional / Enterprise / Ultimate - Service Pack 1, 32 / 64-bit
- Microsoft Windows Vista Home Basic / Home Premium / Business / Enterprise / Ultimate - Service Pack 2, 32 / 64-bit
- Microsoft Windows XP Home / Professional / Media Center Edition - Service Pack 3, 32-bit
- Apple Mac OS X 10.11.x (El Capitan)
- Apple Mac OS X 10.10.x (Yosemite)
- Apple Mac OS X 10.9.x (Mavericks)
- Apple macOS 10.12.x (Sierra)