We tried the remote service before but wasn't successful as I use Windows XP.
If you can't help me to regain the VPN without resorting to Remote Support Service, I guess I'll just have to forego the VPN and request a refund of my monies.
Anyway, following is the reply I sent to Tamara (which was bounced back to me):
Hi Tamara,
I think the facility "This PC" on your computer is a Windows 10 function? I'm using Windows XP.
I cannot find a path C:\ProgramData\AVG\Secure VPN\log , however at C:\Program Files\AVG\Secure VPN\DATA\log I find a file CommChannel.Protocol.log that I cannot open.
I also found the following folders but they were all empty: C:\Program Files\AVG\Secure VPN\DATA\chest C:\Program Files\AVG\Secure VPN\DATA\fw C:\Program Files\AVG\Secure VPN\DATA\journal C:\Program Files\AVG\Secure VPN\DATA\moved C:\Program Files\AVG\Secure VPN\DATA\report
I also found the two attached files: avBugReport.exe and AVBUGREPORT.EXE-08ED1EF0.pf
I cannot find any of ( BugReport, vpn_engine, vpn_svc, vpn_ui)
We realize this must be upsetting and apologize for the inconvenience caused. Upon checking the case history, we see that our team has provided all possible troubleshooting steps and since the issue persist, they requested you to submit the log files for which we didn't receive the response. Hence, the ticket was closed automatically. We request you to get connected with our additional support for which an email instruction has been sent. If the email is not found in inbox do check in spam and junk folders.
My installation of VPN worked fine for 46 weeks, when it suddenly stopped connecting - 6 weeks before the licence renewal. Contacted support many times to no avail.
! month before the Licence expired it was automatically renewed! BUT still it doesn't connect. AVG OWES ME MONEY FOR ALL THIS NON-SERVICE.
I've tried deactivating and re-loggin in and also uninstalling and re-installing the program - all to no avail!
Nigel, We are still working on your request. We have escalated this case to our senior team with high priority. We will contact you as soon as we receive an update. We will also fix the AVG Secure VPN issue on your laptop. Your patience is much appreciated in this matter. Regards, Alok.
Your case has been forwarded to tier 3 technicians for further assistance and that's why it is taking time to get back to you.
We have received your emails with logs and the case has been escalated already. They will check for optimal solution and revert to you soon. Your patience is much appreciated.
We realize this must be upsetting and apologize for the inconvenience caused. Upon checking the case history, we see that our team has provided all possible troubleshooting steps and since the issue persist, they requested you to submit the log files for which we didn't receive the response. Hence, the ticket was closed automatically. We request you to get connected with our additional support for which an email instruction has been sent. If the email is not found in inbox do check in spam and junk folders.
Hello Nigel, At AVG, we pride ourselves on giving our 100% every day to ensure that our customers needs are being met. I acknowledge your refund request. I have forwarded your reply to our concern department, you will receive an email from our VPN support team soon. Your patience is much appreciated in this matter. If you still want to receive a refund for AVG Secure VPN order, you can reply to this post. Regards, Alok.