Unable to connect to VPN from livesafe

[DeepakA]

I am not able to connect to VPN from livesafe application. Already went over all knowledge base articles and forum answers. The common resolution given is to check the auto renewal but in my case the auto-renewal is already ON. 

I was able to connect once but after that it just stopped working.

There is also no issue with the laptop, OS, ISP or drivers since I can still connect using safe connect.

Can someone suggest any resolution?

[Allwyn_GI]

Hi @DeepakA,

Sorry for the inconvenience caused. We will help you. Please let us know the following details and try the below steps to turn On McAfee VPN.

1. Are you trying to use both Safe Connect and McAfee VPN at the same time.
2. Have we checked turning on the VPN with alternate connection?
3. If No, check once with alternate connection (Mobile hotspot)?
4. Does customer have an alternate device? If Yes, Have we tried installing McAfee VPN?
5. Please provide your McAfee version and Windows version.

Regards,

Allwyn I

[DeepakA]

I tried with another network but the same issue is reproducible on the other network also.

Any other suggestions?

[DeepakA]

Sorry forgot to add the versions. Will post soon.

[DeepakA]

Windows Version: 

20H2 - Build 19042.928

McAfee Live safe version:

Version: 16.0

Release: 16.0.R31

McAfee Security Center:

AffId: 714

Build: 19.1.165

Version: 19.1

[Allwyn_GI]

Hi @DeepakA,

I have sent you a personal message. Kindly, check and respond to it.

Regards,

Allwyn I

[Ramesh_Naidu]

@Allwyn_GI I am facing the same issue where I am not able to see the VPN after the hdd to ssd upgrade in my laptop. I tried contacting support team multiple time with SR#1-95096981, no one responds on the chat. Not sure if guys provide post sales support. Please help me resolve this issue. Version I am currently using

-Ramesh