VPN shuts off randomly. How can this be corrected? Thank you.

I paid for a working VPN, NOT the recommended fix below.

FIX THE PROBLEM WITH THE BACK END TEAM, THEN FIX THE VPN.

Message: "Connection Error: Secure VPN has experienced a connection failure. Please try again later."

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.

This problem occurs if Norton Secure VPN fails to establish a connection to the VPN server. Make sure that your device is connected to the Internet.

Run LiveUpdate to make sure that the Norton product has the latest protection updates and restart the computer.

If the problem persists, depending on the operating system, choose one of the following:

• Windows

• Mac

WINDOWS

STEP 1

Connect to *the "Auto-Select" region from the region list section. If your issue is not resolved, follow the below steps.

STEP 2

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)

   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 open your Norton device security product and turn on Secure VPN. If the problem persists, try resetting the network adapter and TCP/IP stack.

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.

   If you still cannot connect, check the root certificates for Secure VPN.

CHECK THE ROOT CERTIFICATES FOR SECURE VPN

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

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

    certlm.msc

3. Expand the Personal folder and then click Certificates.

4. In the right pane, under the Issued by category, look for the SurfEasy entries.

   Check "Surf Easy certificates" are installed in the Local Machine Certificate store. (Personal, Trusted Root and Intermediate Cert)

5. If you see multiple SurfEasy entries, delete the old certificates.

   To find the date of installation for Norton product, do the following:

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

   • Type the following text, and then press Enter.

      appwiz.cpl

   • From the list of installed programs, find Norton 360 or Norton Secure VPN and check the "installed on" date.

   • Match the Norton product install date with the expiration date of Surfeasy certificates and delete the duplicates.

6. Exit the Certificates Manager window.

7. Open your Norton device security product and turn on Secure VPN.

If the problem persists, uninstall and reinstall Norton Secure VPN. For more instructions, read Uninstall and reinstall Norton Secure VPN.

MAC

To fix this problem, close all the open applications, log out and log in using your active user account on which you have activated your Norton product that includes Secure VPN, and turn on the VPN option.

LOG OUT AND LOG IN USING YOUR ACTIVE MAC USER ACCOUNT

1. Exit all the open applications.

2. Click the Apple menu icon at the top-left corner, and then click Log Out.

3. Click Log Out in the confirmation alert.

4. If you have multiple user accounts created for your Mac, your Mac displays all the active user accounts. Select the user account on which you have activated your Norton product that includes Secure VPN.

5. Enter your Mac administrator account password pertaining to the user account that you have selected.

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. If prompted, click Allow to create a new VPN profile on your Mac.

   

5. You receive the keychain access notification from Apple to receive the required authorization data for the VPN connection. NEIKEv2Provider is a service responsible for establishing secure VPN connections.

   Your keychain password is same as your user account password that you use to log in to your Mac. 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.

   

   In some cases, your keychain password may be different from your Mac login account password. If you do not remember the keychain password for your Mac, refer the Apple Support article.

   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.

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NEED MORE HELP?

• Error: (9012, 13801) "An error is preventing the VPN from connecting. Reference error ID 13801"

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

• Error: (9012, 809) "An error is preventing the VPN from connecting. Reference error ID 809"

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