Other products

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

To fix this issue, depending on your product, try to connect to a different VPN region. If the issue persists, change the VPN protocol settings and try again.

Depending on your product, choose one of the following:

I have Norton 360

Connect to a different VPN region

  • Example #1: If you are in the USA and the VPN region is set to "Fastest Location", then, connect to the USA region manually from the Connection tab

  • Example #2: If you are in the USA and the VPN region is already selected to the "USA", then, connect to the closest different region "Canada" or "Mexico"

  • Example #3: If you are in Germany and the VPN region is already selected to "Germany", then, connect to the closest different region "Switzerland" or "France"

Change VPN protocol settings

VPN protocols are a set of rules that inform how data will be transmitted from your computer. To choose which protocol you are going to use, follow the steps:

  1. Open your Norton 360 product on your desktop.

  2. On the Norton dashboard, click Privacy.

  3. On the Privacy window, next to Secure VPN, click Open VPN.

  4. On the Secure VPN window, click the VPN Preferences tab.

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

    • Automatic (recommended). By default, VPN selects this option.

    • WireGuard

    • Mimic

    • OpenVPN

I have Norton Secure VPN

Connect to a different VPN region

  • Example #1: If you are in the USA and the VPN region is set to "Fastest Location", then, connect to the USA region manually from the Connection tab under the Overview section

  • Example #2: If you are in the USA and the VPN region is already selected to the "USA", then, connect to the closest different region "Canada" or "Mexico"

  • Example #3: If you are in Germany and the VPN region is already selected to "Germany", then, connect to the closest different region "Switzerland" or "France"

Change VPN protocol settings

VPN protocols are a set of rules that inform how data will be transmitted from your computer. To choose which protocol you are going to use, follow the steps:

  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). By default, VPN selects this option.

    • WireGuard

    • Mimic

    • OpenVPN

I have Norton VPN

Connect to a different VPN region

  • Example #1: If you are in the USA and the VPN region is set to "Fastest Location", then, connect to the USA region manually from the Connection tab under the Overview section

  • Example #2: If you are in the USA and the VPN region is already selected to the "USA", then, connect to the closest different region "Canada" or "Mexico"

  • Example #3: If you are in Germany and the VPN region is already selected to "Germany", then, connect to the closest different region "Switzerland" or "France"

Change VPN protocol settings

VPN protocols are a set of rules that inform how data will be transmitted from your computer. To choose which protocol you are going to use, follow the steps:

  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). By default, VPN selects this option.

    • WireGuard

    • Mimic

    • OpenVPN

If the issue still persists, repair your VPN product.

Repair the 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.

Uninstall and reinstall 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 Uninstall.

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

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DOCID: v20231215133146960
Operating System: Mac;Windows
Last modified: 07/08/2024