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.

Depending on your product, choose one of the following:

Connect to a different VPN region

Windows

To know the version number of your Norton application, open Norton and navigate to Settings. 
If you are using Norton VPN Standard (version 6.x and below), you need to download and install the latest version of Norton VPN. To know more, read Download and install Norton VPN.

Depending on your product, choose one of the following:

Norton VPN (version 24.x and above)

  1. Open Norton VPN on your desktop.

  2. On the Norton dashboard, do one of the following, depending on your VPN plan:

    • Norton VPN Standard: Click Connection > Change Location, and then select the geographic region you want from the drop-down list.

    • Norton VPN Plus/Ultimate: Select the geographic region you want from the drop-down list

Norton 360

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, select the geographic region you want 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, select the geographic region that you want from the drop-down list.

Mac

To know the version number of your Norton application, open Norton and navigate to Settings. 
If you are using Norton 360 (version 8.8.x and below), you need to download and install the latest version of Norton VPN. To know more, read Download and Install Norton device product on Mac.

Depending on your product, choose one of the following:

Norton VPN (version 24.x and above)

  1. Open Norton VPN on your desktop.

  2. On the Norton dashboard, do one of the following, depending on your VPN plan:

    • Norton VPN Standard: Click Connection > Change Location, and then select the geographic region you want from the drop-down list.

    • Norton VPN Plus/Ultimate: Select the geographic region you want 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, select the geographic region that you want from the drop-down list.

If the issue persists, change the VPN protocol settings in Norton VPN. 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.
If you are using Norton VPN Standard (version 6.x and below), you need to download and install the latest version of Norton VPN. To know more, read Download and install Norton VPN.

Norton VPN (version 24.x and above)

  1. Open Norton VPN app on your desktop.

  2. On the Norton dashboard, do one of the following, depending on your VPN plan:

    • Norton VPN Standard: Click the VPN Preferences tab and choose one of the following protocols: 

      • Automatic (recommended)

      • WireGuard

      • Mimic

      • OpenVPN

    • Norton VPN Plus/Ultimate: Click Settings. In the Settings window, choose one of the following protocols:

      • Automatic (recommended)

      • WireGuard

      • Mimic

      • OpenVPN

Mac

To know the version number of your Norton application, open Norton and navigate to Settings.

Depending on your product, choose one of the following:

If you are using Norton 360 (version 8.8.x and below), you need to download and install the latest version of Norton VPN. To know more, read Download and Install Norton device product on Mac.

Norton VPN

  1. Open Norton VPN app on your desktop.

  2. On the Norton dashboard, do one of the following, depending on your VPN plan:

    • Norton VPN Standard: Click the VPN Preferences tab and choose one of the following protocols: 

      • Automatic (recommended)

      • IPSec

      • Mimic

    • Norton VPN Plus/Ultimate: Click Settings. In the Settings window, choose one of the following protocols:

      • Automatic (recommended)

      • IPSec

      • Mimic

If the issue still persists, repair Norton VPN.

Repair Norton VPN

  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 Norton VPN. 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 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: 12/10/2024