Other products

Message: "Can't connect to VPN. There's been an issue. Try again later or see our FAQ"

If you have multiple VPN products installed on your Windows computer, turn on the Enable multiple active VPNs option from the Settings menu of your VPN product. Please note that enabling this option may affect your connection stability or performance.

If you see this error message, connect your device to a different VPN region.

Connect to a different VPN region

To connect to a different VPN region, depending on the operating system, follow the steps below:

Windows

To know the version number of your Norton product, open your Norton product and navigate to Settings or go to Help > About.

Depending on your product, choose one of the following:

Norton Secure VPN (version 24.x and above)

  1. Open Norton Secure VPN on your desktop.

  2. On the Norton dashboard, under the Connection tab, click Change Location next to Fastest Location.

  3. In the VPN region window, choose a different geographic region from the drop-down list.

Norton 360 (version 22.x and below)

  1. Open Norton 360.

    In the My Norton window, click the drop-down arrow next to Secure VPN and click VPN region.

  2. In the VPN region window, choose a different geographic region from the drop-down list.

Norton 360 (version 24.x and above)

  1. Open Norton 360.

  2. On the Norton dashboard, click Privacy on the left-side of the window.

  3. In the Privacy window, under Secure VPN, click Open.

  4. In the Secure VPN window, under the Connection tab, click Change Location.

  5. In the Change VPN location window, choose a different geographic region from the drop-down list.

Norton VPN (version 24.x and above)

  1. Open Norton VPN on your desktop.

  2. On the Norton dashboard, choose a different geographic region from the drop-down list.

Mac

To know the version number of your Norton product, open your Norton product and navigate to Settings or go to Help > About.

Depending on your product, choose one of the following:

Norton Secure VPN (version 24.x and above)

  1. Open Norton Secure VPN on your desktop.

  2. On the Norton dashboard, under the Connection tab, click Change Location next to Fastest Location.

  3. In the VPN region window, choose a different geographic region from the drop-down list.

Norton 360 (version 8.8.x and below)

  1. Open Norton 360.

    In the My Norton window, click the drop-down arrow next to Secure VPN and click VPN region.

  2. In the VPN region window, choose a different geographic region from the drop-down list.

Norton 360 (version 24.x and above)

  1. Open Norton 360.

  2. On the Norton dashboard, click Privacy on the left-side of the window.

  3. In the Privacy window, under Secure VPN, click Open.

  4. In the Secure VPN window, under the Connection tab, click Change Location.

  5. In the Change VPN location window, choose a different geographic region from the drop-down list.

Norton VPN (version 24.x and above)

  1. Open Norton VPN on your desktop.

  2. On the Norton dashboard, choose a different geographic region from the drop-down list.

If the issue persists, change the VPN protocol settings in your Norton VPN product. To change the VPN protocol settings, depending on the operating system, follow the steps below:

Change VPN protocol settings

Windows

To know the version number of your Norton product, open your Norton product and navigate to Settings or go to Help > About.

Norton Secure VPN (version 24.x and above)

  1. Open Norton Secure VPN app on your desktop.

  2. On the Norton dashboard, under Overview, click the VPN Preferences tab.

  3. In the VPN Preferences tab, under VPN protocol settings, you can choose one of the following protocols:

    • Automatic (recommended)

    • WireGuard

    • Mimic

    • OpenVPN

Norton VPN (version 24.x and above)

  1. Open Norton VPN app on your desktop.

  2. On the Norton dashboard, click Settings on the left-side of the window.

  3. In the Settings window, under VPN Preferences, you can choose one of the following protocols:

    • Automatic (recommended)

    • WireGuard

    • Mimic

    • OpenVPN

Norton 360 (version 24.x and above)

  1. Open Norton 360 app on your desktop.

  2. On the Norton dashboard, click Settings on the left-side of the window.

  3. In the Settings window, under VPN Preferences, you can choose one of the following protocols:

    • Automatic (recommended)

    • WireGuard

    • Mimic

    • OpenVPN

Mac

To know the version number of your Norton product, open your Norton product and navigate to Settings or go to Help > About.

Norton VPN (version 24.x and above)

  1. Open Norton VPN app on your desktop.

  2. On the Norton dashboard, click Settings on the left-side of the window.

  3. In the Settings window, under VPN Preferences, you can choose one of the following protocols:

    • Automatic (recommended)

    • IPSec

    • Mimic

Norton 360 (version 24.x and above)

  1. Open Norton 360 app on your desktop.

  2. On the Norton dashboard, click Settings on the left-side of the window.

  3. In the Settings window, under VPN Preferences, you can choose one of the following protocols:

    • Automatic (recommended)

    • IPSec

    • Mimic

If the issue still persists, repair your VPN product.

Repair your VPN product

  1. Press the Windows + R keys to open the Run dialog box.

  2. Type in the following text, and then press Enter:

    appwiz.cpl

  3. In the list of currently installed programs, select the product that you want to remove, and click Remove or Uninstall.

  4. If the User Account Control prompt appears, click Yes.

  5. In the Norton window, to repair the Norton product, click Repair.

    When the repair is complete, click Done.

If the issue is still not fixed, uninstall and reinstall your VPN product. Depending on your operating system, choose one of the following:

Windows

  1. Press the Windows + R keys to open the Run dialog box.

  2. Type in the following text, and then press Enter:

    appwiz.cpl

  3. In the list of currently installed programs, select the product that you want to remove, and click Remove or Uninstall.

  4. If the User Account Control prompt appears, click Yes.

  5. In the Norton window, to uninstall the Norton product, click Uninstall.

    To reinstall Norton VPN, read Download and install Norton Secure VPN.

Mac

  1. On the menu bar, click the Norton VPN icon and click Quit.

  2. Click the Finder icon in the Dock to go to the Applications folder.

  3. In the left pane, click Applications.

  4. From the list of applications, select the Norton VPN icon, and then drag and drop it to Trash.

To reinstall Norton VPN, read Download and install Norton VPN.

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DOCID: v20231215133146960
Operating System: Mac;Windows
Last modified: 11/05/2024