Failed to connect to VPN server on smartphone

Terminée

Jo Yap

• 30 octobre 2020 10:16

I am using an Android phone (HTC) installed with Avira Prime and I've been unable to connect to any VPN server. It was working fine yesterday. When I click the button, it shows 'Turning on' but then it automatically turns off without giving me any error messages. I get the same response no matter what server I select. I tried looking up this topic online but couldn't find any information. Hope that someone can help me.

Oui 0 Non

• 

  pascha45

  • 30 octobre 2020 17:09

  Hello Jo,

  It is a strange behaviour, the device shows "switch on" and then switches off.
  The day before, everything was working fine.

  Have you ever tried to reinstall VPN on your smartphone - Avira Prime - if it works at all?

  https://support.avira.com/hc/en-us/articles/360000746709-How-do-I-repair-my-Avira-Antivirus- 

  https://support.avira.com/hc/en-us/articles/360002858514-How-do-I-perform-a-manual-reinstallation-of-my-Avira-product-?source=search 

  Unfortunately, no other proposal is possible without careful examination, this is only to rule out that it is not an installation error or a defective installation file.

  
  Customers of Premium products with a valid license can contact the support team directly.

  • https://my.avira.com/en/dashboard/support/tabs/support 
  • or
  • https://support.avira.com/hc/en-us scroll down ⇒ CONTACT AVIRA

  There, further investigations and technical possibilities are available, which we do not have access to here.

  If the device cannot be switched on, it would have to be examined for correct technology.

  Kind regards and a nice weekend

  Oui 0 Non
• 

  Jo Yap

  • 30 octobre 2020 17:46

  Hi pascha45,

  Thank you for your reply and all the useful links. I have tried your suggestion of reinstalling the app, but unfortunately the same problem persists. I am puzzled as I have not had any problems with the VPN service all this time until yesterday. Since I am subscribed to Avira Prime, I will contact the support team and hopefully they will be able to find a solution.
  
  Thank you again for your help. Wishing you a good weekend ahead also.

  Oui 0 Non
• 

  pascha45

  • 1 novembre 2020 09:56

  Hello Jo,

  Thank you very much for your feedback.

  Great that VPN is now working according to the support instructions.

  If anything should ever be unclear, please let us know, we are happy to help.

  Many greetings and a nice Sunday

  Oui 0 Non

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