Paul, Have a look @ this AVG article (http://avgclick.me/AVGtechnical). On the drop-down menu you'll see 'AVG Secure VPN'.
AVG Guru
Hello Paul,
We appreciate your efforts in trying to fix the issue. Please follow these steps to send us diagnostic information from your computer. This information will allow us to analyze the situation and provide you with a solution:
Click here to download the AVG SysInfo tool.
Run the downloaded tool.
Click Continue to agree with AVG’s license agreement and privacy policy. AVG SysInfo will now gather the necessary data.
Once the diagnostic output is ready, you may add comments, or click Attach file or Screenshot to provide us with additional information.
Fill in your email address
Fill in the case # which is 04644001 by copying and pasting it from this email
Click send output
Reply to this email and let us know that the data has been successfully sent. Please do not modify the email subject
As soon as we receive the data, we will analyze the files and provide you with further information.
Thank you.
Hi Akash / Alan,
I uninstalled, restarted and reinstalled the trial VPN package as you suggested below and it is the same issue:
-the VPN is off to start
-it is set to start automatically when connected to the internet
-the pop up box with the loading wheel and 'Loading…' message comes on when I click to turn it on
-the pop up disappears after 10 seconds
-the VPN is still off
This keeps reoccurring in this order each time I try to turn it on.
As mentioned in my initial question, this only seems to have started following an update which gives a small notification panel in the bottom right before taking me to the main menu. I'm assuming here the VPN has a conflict with this update not allowing it to run? Prior to this update the VPN worked fine each day over a 3 week period. I have also tried this with a different internet connection and it is the same issue.
Note: I also downloaded the AVG removal tool and the VPN did not come up after it carried out its search for AVG programs. I currently have Internet Security, PC TuneUp (both licenced) and Secure VPN (trial version).
Since my post earlier today I see in the forum other users are having issues with getting their VPN to work.
I am using the VPN trial version on Windows 10.
It was working fine last night but this morning, I noticed there has been an update installed which gives a small pop up box on the bottom right of the task bar rather then open up the full AVG menu. When I click the 'Open AVG' tab, the full menu opens. When I open the VPN tab, the VPN is off (it is supposed to auto-run once the internet is connected) and when I click to turn it on, a pop up box has the loading wheel spinning with a message 'Loading…'. The pop up stays up for about 10 seconds then disappears. After this, the VPN is still off.
I have tried this more than once and it is the same issue with the pop up, have also restarted and turned the computer off and on again and it is always the same error.
I have also notice the box and the bottom of the menu that lets me know how many days I have left on my VPN trial has disappeared - I should have about 10 remaining.
Can someone please let me know how to trouble shoot this so I can get my VPN up an running?
Keen on buying this but would also like to be sure it works properly before I do.
Thanks Alan,
Your link has taken me to a technical support page where I have submitted the same information I gave in my initial question in this forum. It gave me a ticket number which I used to call the help line. Their response was I have to wait for the support team to email me with a response to my query.
Does this sound right? Kind of seem to be back where I started?
Hi Bhuvaneswari
The 'click here' text in your response does not redirect to download the SysInfo tool. I have also tried to search for this on the AVG download website and it does not come up in the results.
Hello Paul,
Sorry for the inconvenience. Please click the link http://www.avg.com/filedir/util/AVG_SysInfo.exe to collect the log files to escalate the case.
Thank you.
Paul, Yes correct… AVG support team are an entity separate from the Community.
AVG Guru
Hi Paul,
We apologize for the inconvenience caused, we suggest you to remove the AVG Secure VPN : http://avgread.me/1DEtNP0 from the Control Panel and again try installing it once. You can also refer to the AVG Secure VPN FAQ : https://support.avg.com/SupportArticleView?l=en&urlname=AVG-Secure-VPN-FAQ
If issue persists, please get back to us and we will assist you further.
Thank you!