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Error: (9012, 87) "An error is preventing the VPN from connecting. Reference error ID 87"

Norton Secure VPN/Secure VPN is no longer available for use within India as a result of governmental regulations requiring the logging and saving of user data, but you can still use your product/subscription when traveling outside of India.

Our Customer support would deliver the same message and cannot help/troubleshoot this experience if you reach our support.

To fix this problem, uninstall and reinstall WAN Miniport drivers.

STEP 1

Uninstall and reinstall WAN Miniport drivers

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

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

    devmgmt.msc

  3. In the Device Manager window, double-click Network adapters to expand it.

  4. Under Network adapters, double click WAN Miniport drivers (IKEv2) to open driver properties.

    If you cannot find WAN Miniport drivers (IKEv2) under Network adapter, from the top menu bar, click View > Show hidden devices.

  5. On the Driver tab, click Uninstall or Uninstall Device.

  6. Follow the on-screen instructions.

  7. Repeat lines 4 to 6 to remove the following drivers:

    • WAN Miniport drivers (IP)

    • WAN Miniport drivers (IPv6)

    • Symantec TAP driver (if present)

    Follow the on-screen instructions and remove the WAN Miniport and TAP drivers.

  8. In the Device Manager window, from the top toolbar, click Action and then click Scan for hardware changes.

  9. Follow the on-screen instructions to install WAN Miniport device drivers.

    After the device driver installation is complete, you can start your Norton product and turn on Secure VPN. If the problem persists, go to Step 2.

STEP 2

Reset network adapter and TCP/IP stack

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

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

     

    cmd

  3. In the Command Prompt window, type the following and press Enter:

     

    netsh winsock reset

    When the Winsock reset is complete, the message "Winsock reset completed successfully" appears in the Command Prompt window.

  4. In the Command Prompt window, type the following and press Enter:

     

    netsh int ipv4 reset

    If you use IPV6, type the following command and press Enter:

     

    netsh int ipv6 reset

  5. Exit all programs and restart your computer.

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DOCID: v135460841
Operating System: Windows
Last modified: 05/01/2024