Unable to connect to VPN on my device

You may receive an error message when you try to connect to your VPN on your device. To fix this problem, uninstall and reinstall Norton VPN on your device.

Depending on your product and operating system, choose one of the following.

Windows

Norton VPN

Step 1: Uninstall Norton VPN

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

  2. In the Run dialog box, type in the following text, and then press Enter:

    appwiz.cpl

  3. In the list of currently installed programs, click Norton VPN, and then click Remove or Uninstall.

  4. Click Yes to confirm.

  5. When the uninstall finishes, exit all programs and restart the computer.

Step 2: Reinstall Norton VPN

  1. Go to the Norton portal and click Sign In.

  2. In the My Norton page, under Secure VPN, click Download.

  3. Open the downloaded file and follow the on-screen instructions to complete the installation

  4. Launch the Norton VPN app.

  5. Sign in to Norton VPN with your Norton account.

  6. In the My Norton window, next to Secure VPN, click Turn On.

  7. In the Secure VPN window, slide the VPN switch to ON.

Norton 360

Step 1: Uninstall Norton 360

To uninstall Norton 360 on Windows, use the Norton Remove and Reinstall tool.

When you run the Norton Remove and Reinstall tool, it uninstalls all1 the Norton products currently installed in your Windows computer and restarts your computer.

Download and run the Norton Remove and Reinstall tool

  1. Download the Norton Remove and Reinstall tool.

    Save the file to the Windows desktop. On some browsers, the file is automatically saved to its default location.

  2. To open the Downloads window in your browser, press the Ctrl + J key.

  3. Double-click the NRnR icon.

  4. Read the license agreement, and click Agree.

  5. Click Advanced Options.

  6. Click Remove Only.

  7. Click Remove.

  8. Click Restart Now.

You can reinstall the product using the installation file that you downloaded from your Norton account. To know more, read Download and install your Norton device security product.

1Norton Remove and Reinstall tool does not uninstall Norton Family from your computer. If you have Norton Family installed, uninstall it before you run the Norton Remove and Reinstall tool. For instructions, read Uninstall Norton Family from your device.

Step 2: Reinstall Norton 360

  1. Go to my.Norton.com and sign in with your Norton account email address and password.
  2. In the My Norton portal, click Download. Next, on the Get Started page, click Agree and Download.
  3. If you are installing on Windows 11/10 in S mode, click Get it from Microsoft and follow the prompts to install from the Microsoft store.
  4. Once the download completes run the installer from your browser, press Ctrl + J key, to open the Downloads window in your browser, and double-click the file that you downloaded. 
  5. If the User Account Control window appears, click Continue and follow the on-screen instructions.

Mac

Norton VPN

Step 1: Uninstall Norton VPN

  1. On your Mac, click the Finder icon in the dock, and then click Applications in the left pane under Favorites section.

  2. Find the Norton application icon and drag it to the Trash.

  3. Do one of the following based on your macOS version:.

  4. When prompted, type your administrator account password, and then click OK.

  5. In the window that appears, click Uninstall.

  6. When prompted, type your administrator account password, and then click Install Helper.

  7. Click Restart Now.

Step 2: Reinstall Norton VPN

  1. Go to the Norton portal and click Sign In.

  2. In the My Norton page, under Secure VPN, click Download.

  3. Open the downloaded file and follow the on-screen instructions to complete the installation

  4. Launch the Norton VPN app.

    Provide the administrator password when you launch Norton VPN.

  5. Sign in to Norton VPN with your Norton account.

  6. In the My Norton window, next to Secure VPN, click Turn On.

  7. In the Secure VPN window, slide the VPN switch to ON.

Norton 360

Select one of the following:

If you have macOS 10.15.x (Catalina) or later version

To know the version of the Mac operating system installed on your Mac, click the Apple menu icon at the top-left corner, and then click About This Mac.

Step 1: Run LiveUpdate

By default, your Norton product downloads and installs the latest definition and program updates regularly from Norton servers to help protect your computer from new threats. If you have been offline or turned off Automatic LiveUpdate, you can run LiveUpdate at any time.

Some program updates may require that you restart your computer after you install them.
  1. Open your Norton device security product.
    If you see the My Norton window, next to Device Security, click Open.
  2. In the Norton product main window, click LiveUpdate.
  3. Click View Summary to view the list of updates that were downloaded and installed on your Mac.

Step 2: Turn on VPN

  1. Open your Norton device security product on Mac.
  2. In the My Norton window, next to Secure VPN, click Turn On.
  3. Read the on-screen instructions and click Continue.
  4. Type your Mac administrator account password and click Always Allow to sign into your VPN profile so that you will not receive the keychain access alert again.
    You may see the keychain alert again if you have clicked the Allow option in the first alert notification. In that case, make sure that you click the Always Allow option in the second keychain alert so that you will not receive the keychain alert again when you access the VPN option in the future.


For more information about the keychain password and NEIKEv2Provider, read Turn on VPN to allow Norton to protect your Mac against suspicious network activities.

If you have macOS Mojave 10.14.x version

To know the version of the Mac operating system installed on your Mac, click the Apple menu icon at the top-left corner, and then click About This Mac.

Step 1: Uninstall your Norton product

  1. On your Mac, click the Finder icon   in the dock, and then click Applications in the left pane under the Favorites section.
  2. Find the Norton application icon, and drag it to the Trash or Bin.
  3. Click Continue.
  4. When prompted, type your administrator account password, and then click OK.
  5. In the window that appears, click Uninstall.
  6. When prompted, type your administrator account password, and then click Install Helper.
  7. If you see a VPN alert, ignore the alert and then go to the next step.
  8. Click Restart Now.

Step 2: Download and run RemoveNortonMacFiles as an administrator

RemoveNortonMacFiles removes all the folders that Norton installers created, and all the files within those folders including any that you have created.
  1. Download the RemoveNortonMacFiles.zip file.
  2. Click the Finder icon in the Dock.
  3. In the Finder window, click Downloads in the left pane under Favorites.
  4. Do one of the following:
    • If you downloaded the file using Safari browser, open the RemoveNortonMacFiles folder.
    • If you downloaded the file using the Mozilla Firefox or Google Chrome browsers, double-click the RemoveNortonMacFiles.zip file to expand it, and then open the RemoveNortonMacFiles folder.
  5. In the RemoveNortonMacFiles folder, control-click the RemoveNortonMacFiles.command file, and then click Open with > Terminal (default).
    To run this tool, you must be logged on with an Administrator account and a non-blank password.
  6. In the Terminal window, type your administrator password, and then press return.
    When you type your password, no characters appear.
  7. To remove all Norton files and folders, type 1.
    If you want to quit RemoveNortonMacFiles without removing any files, type 2.
  8. Press return.
    RemoveNortonMacFiles tool removes all of the Norton files.
  9. When the RemoveNortonMacFiles tool finishes removing the Norton files, in the Terminal window, type y, and press return to restart your Mac.
    Before you press return, make sure that you save your work in other open applications.

Step 3: Download Norton device security

Before you download the latest installer setup file, make sure that you delete all the older installer setup files available in the Downloads folder.
  1. Sign in to your account.
  2. Type in your email address and password for your Norton account, and click Sign In.
  3. In the dashboard page, click Download.
    If you want to install a different subscribed product, go to My Subscriptions. In the My Subscriptions tab, select the Norton product with an active subscription and click Download.
  4. In the Get Started page, click Agree and Download.
  5. When the download finishes, double-click the file that you downloaded to launch the Norton installer.
  6. Before you install your Norton product, click Norton License Agreement to read the product license agreement.
  7. Follow the on-screen instructions to complete the installation.
    For detailed instructions, read Download and install your Norton device security product on Mac .

iOS

Norton VPN

To resolve this issue, update the Norton VPN app to the latest version.

By default, your Norton app downloads and installs the latest definition and program updates regularly from Norton servers to help protect your device from new threats. If you have been offline or turned off the App Updates option, you can manually update your app at any time.

  1. Open the App Store.

  2. Tap your profile icon at the top-right corner of the screen.

  3. Scroll down and locate the Norton VPN app and tap Update next to the Norton VPN app.

If the problem persists, uninstall and reinstall the Norton VPN app.

Step 1: Uninstall Norton VPN

  1. On the Home screen, tap and hold on the Secure VPN icon until it jiggles.

  2. In the top-left corner of the app icon, tap X.

  3. Tap Delete to confirm.

Step 2: Reinstall Norton VPN

  1. Tap the App Store icon on your home screen.

  2. Type Norton VPN in the search box and select the Norton VPN app from the results.

  3. Tap GET and then tap Install.

  4. If you get a pop-up Norton VPN Would Like to Add VPN Configurations, click Allow.

  5. Open the Norton VPN app and tap I Already Have a Subscription.

  6. In the Do you have a Norton Account pop-up, tap Yes, and then enter the login credentials to sign in to your account.

  7. In the Norton VPN app, tap Turn on VPN.

Norton 360

To resolve this issue, update the Norton 360 app to the latest version.

By default, your Norton app downloads and installs the latest definition and program updates regularly from Norton servers to help protect your device from new threats. If you have been offline or turned off the App Updates option, you can manually update your app at any time.

  1. Open the App Store.

  2. Tap your profile icon at the top-right corner of the screen.

  3. Scroll down and locate the Norton 360 app and tap Update next to the Norton 360 app.

If the problem persists, uninstall and reinstall the Norton 360 app.

Step 1: Uninstall Norton 360 app

  1. On the Home screen, tap and hold on the Norton 360 icon until it jiggles.

  2. In the top-left corner of the app icon, tap the X icon to delete it.

  3. Tap Delete to confirm.

Step 2: Reinstall Norton 360 app

  1. On the Home screen, launch App Store, and then search for Norton 360 app.

  2. On the Norton 360 app screen, tap Get or download icon to download and install the app.

  3. Tap Open after the completion of download and installation.

  4. Read and accept the License and Services Agreement, acknowledge our Global Privacy Statement, and then tap Sign in.

  5. Type your Norton account email address and password, and tap Sign In.

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DOCID: v20230210081324589
Operating System: Mac;Windows;iOS
Last modified: 12/12/2024