Yesterday I upgraded my AVG Internet Security (multi-device) subscription to AVG Ultimate (multi-device) with all the feautures, including AVG Secure VPN, AVG AntiTrack and AVG BreachGuard. All applications were installed, activated and worked just fine. That was yesterday though.
Today I was exploring and working with the AVG BreachGuard application again. It recommended that I changed a lot of passwords, including the password for my AVG Account. So I changed it and everything seems fine, but now when I open the AVG BreachGuard application and try to sign in with the new AVG Account password, it refuses to sign in and the error message "Please connect to the internet" keeps on popping up. There is nothing wrong with my internet connection. I can access everything else on the internet without problems.
I have tried unistalling and reinstalling the AVG BreachGuard application, but it still refuses to sign in and displays the error message "Please connect to the internet".
How do I fix this problem?
@AVG Support
I still haven't heard anything back from your AVG Senior Support Team.
Is it possible for you to check what is happening?
My support case number is: (Case number redacted)
Hi Peter,
We will help you in this.
Change the network and check if you get the same error.
And also try to change the DNS as mentioned in this article : https://support.avg.com/SupportArticleView?urlname=AVG-Troubleshoot-DNS
If you still get the same error, share us the screenshot of it.
Refer this article for the steps to capture the screenshot : https://bit.ly/2Y6RCDP
You can post the screenshot here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.
Hello Bill,
We'd like to clarify this for you. Please write back to us in a separate private post so that we can check and assist you accordingly.
Thank you in advance!
Hi Rakshith,
I have been in contact with AVG Support since I posted my Question.
A support agent took over my PC remotely and over the next 20-30 minutes tried all kinds of fixes (including uninstall/reinstall of BreachGuard, changing the DNS settings and disconnecting my AVG Secure VPN) but to no avail. We did not try changing the network though, but I very much doubt that the network is to blame for this. I use a cabled ethernet connection straight to the router and I can access the internet without any problems on all other matters - including chatting with the support agent for almost 30 minutes while the agent was remotely connected to my PC.
The remote session ended with the agent logging the whole thing and then upscaling and forwarding the issue to AVG senior support team with a specific case number. I'm still waiting for the senior support team to contact me again by mail.
I will update this thread as soon as I have any news and hopefully a fix from your senior support team.
We apologize for the delay, Peter.
Upon checking, we can see that your case is currently under the review of our higher level of support. Furthermore, we've assigned highest priority to your case.
They'll check & get back to you via email as soon as possible. Meanwhile, your continued patience is very much appreciated.
Thank you for understanding in advance!
Hello Bill,
We'd like to clarify this for you. Please write back to us in a separate private post so that we can check and assist you accordingly.
Thank you in advance!
Hi Rakshith,
I have been in contact with AVG Support since I posted my Question.
A support agent took over my PC remotely and over the next 20-30 minutes tried all kinds of fixes (including uninstall/reinstall of BreachGuard, changing the DNS settings and disconnecting my AVG Secure VPN) but to no avail. We did not try changing the network though, but I very much doubt that the network is to blame for this. I use a cabled ethernet connection straight to the router and I can access the internet without any problems on all other matters - including chatting with the support agent for almost 30 minutes while the agent was remotely connected to my PC.
The remote session ended with the agent logging the whole thing and then upscaling and forwarding the issue to AVG senior support team with a specific case number. I'm still waiting for the senior support team to contact me again by mail.
I will update this thread as soon as I have any news and hopefully a fix from your senior support team.
Hi Peter,
We will help you in this.
Change the network and check if you get the same error.
And also try to change the DNS as mentioned in this article : https://support.avg.com/SupportArticleView?urlname=AVG-Troubleshoot-DNS
If you still get the same error, share us the screenshot of it.
Refer this article for the steps to capture the screenshot : https://bit.ly/2Y6RCDP
You can post the screenshot here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.
Thank you for letting us know, Peter
Our Senior team will analyze with the collect logs and get back to you with the solution.
Request your patience in this matter.