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Kudos0

Norton Secure VPN Repeated Sign In Prompt

Posted: 04-May-2023 | 4:58PM · 7 Replies ·

Installed Norton Secure VPN on a new Samsung Z fold 4 (Android 13; One UI Version 5.1) and worked fine after signing in. However, sign in prompt or page reappeared after closing app or restarting phone. Entered usename and password but would not sign in but return to sign in page again. Uninstalled and reinstalled the app, able to sign in and it works. Again if close and reopen the app, the sign in page or prompt appeared but not able to sign in and keep going back to sign in page. Able to sign in and work with every uninstalltion/reinstallation. Once you close and reopen the app, the problem is there. Cancelled device subscription via "Manage Subscription" and reinstate the subscription for the device did not resolve the problem. Tweaking settings (including Norton 360), using different servers or wifi networks and other trouble shootings all failed. Incidentally no issue at all with Norton 360 app. Using Secure VPN app for years in multiple mobile devices for years and never encounter this problem.

Labels: Android, Activation, Install/Setup

Replies

Kudos0

Re: Norton Secure VPN Repeated Sign In Prompt

Posted: 04-May-2023 | 5:10PM · Permalink

If you have 360 on your Android device, you do not need the standalone Norton Secure VPN app. Just use the VPN feature in the 360 app.

During all your uninstall/reinstalls, did you restart your device between uninstall and reinstall?

Kudos0

Re: Norton Secure VPN Repeated Sign In Prompt

Posted: 04-May-2023 | 9:21PM · Permalink

Hi Peterweb,

Thank you for your response, especially being so prompt.

Though I am certain I have restarted between uninstallation and installation, I tried again and same thing happened. I even tried restarting the app after installation and before opening it, and using both 'Power Off' and 'Restart' options. Funny thing is that with every reinstallation, it works fine. It is only when you closed and reopened the app, it went back to sign in page. So I re-entered the username and password, the screen showed 'redirecting' and then it went back to sign in screen instead of opening up the app. It is truly Phil Connors' (Bill Murray) Groundhog Day. I feel luckier because it is only Norton.

I have noted that on occasions when opening the VPN, you have to sign in again despite you have done it before. However, the difference is that if you entered your username and password, the app will open and work. However, this new exeperience is different in that you are 'redirected' or sent back to the log in page again and again.

My Samsung Z Fold 4 is brand new and I have updated to the latest versions of UI and Android. I am not sure that has anything to do with it. I am not sure if any settings in setup could have caused the problem. I do not think so. I am sure I am not alone, at least hope so. I welcome any further suggestions or ideas and hope I will resolve this frustrating encounter.

The Secure VPN app provides an handy alternative to 360 to have.

Kudos0

Re: Norton Secure VPN Repeated Sign In Prompt

Posted: 05-May-2023 | 6:49AM · Permalink

Is there something in the Secure VPN app that you cannot find in the 360 VPN feature? If not, I would uninstall the standalone. 

Did you have the two apps working correctly on an older device? The latest and greatest can introduce strange behaviours into an app. And more users may report something similar as more users get the latest OS versions.

I just tried opening the Secure VPN app on my older Samsung Tab A with Android 9.0. I got the same return to the login page that you did. So I logged in again and the VPN was available. I closed the app and reopened the app and the VPN opened without having to sign in again. I then turned off my wifi and let the device go into standby. Opening up the device again and connecting wifi, then open the VPN app and it opened without sign in.   What happens if you log in again after you are returned to the login screen?

Kudos0

Re: Norton Secure VPN Repeated Sign In Prompt

Posted: 07-May-2023 | 2:32PM · Permalink

Hi Peterweb,

Thank you for your time and support.

With the 360 standalone, it will consider your home wifi as secured and would not turn on the VPN automatically. You have to turn on the VPN manually via the 'Security' in the 360 app. In contrast, the Secure VPN app with automatically turn on when your device is turned on. Desktop 360 VPN also automatically turned on the VPN when the device is turned on. The Secure VPN app has kill switch and split tunnelling options but I could not see that in 360 app.

Your experience with Samsung Tab A is the same as mine with older devices. I personally have 4 mobile devices (more if include other family members) with 360 and Secure VPN working correctly and simultaneously on each device. With all these devices, the VPN will work when opening the app. Occasionally and for unknown reasons, the sign-in screen appeared instead of the app opening normally. Nevertheless, the app would open and work properly after entering logging details. In this uncommon encounter, the above mentioned steps worked every time. However with my new Z Fold, the screen showed 'redirecting' suggesting something is happening. Instead of the app opening and working normally as in the older devices, the screen would return to the sign-in page again. Entering the log-in details again will bring me back to the sign-in page. The cycle repeats.

I have used the 360 and VPN for years, this is the first time I have such an issue. Could not find a solution.

I hope any Norton support team member has noted this conversation and provide a input.

Kudos0

Re: Norton Secure VPN Repeated Sign In Prompt

Posted: 07-May-2023 | 5:13PM · Permalink

With the 360 standalone, it will consider your home wifi as secured and would not turn on the VPN automatically.

This should read "If 360 determines your network is secured it will not turn VPN automatically even when Auto VPN is turned on." 

If you want the VPN to start when you start your device, just turn on the VPN manually. It will stay in that state until you manually turn it off.

But you are correct in that there is no Split Tunnel or Kill Switch in the 360 version. I thought that that was on the drawing board, but I guess it is still on the back burner.

Unfortunately, you may have run into another issue related to Samsung's use of a proprietary version of the Android OS. I would suggest that you contact Norton Support to see if they have any other ideas.   They can offer to remotely control your device if you are comfortable with that. You have control and can disconnect at anytime if you are uncomfortable. I have used the remote access with support for my PC issues.     www.norton.com/contactcs   If using the chat function, as soon as you can enter any information, enter "agent please". That will get you out of the chat bot and connected to a human.

Kudos0

Re: Norton Secure VPN Repeated Sign In Prompt

Posted: 10-May-2023 | 7:15PM · Permalink

Hi Peterweb,

Thank you for the direction on how to turn on VPN manually with 360 app. That is the step I used.

Like you, I suspect it might be to do with the Samsung phone rather than Norton VPN app. I will try Samsung support.

Regarding Norton Support, I would like to share with you two freaking personal experiences. Years ago, I called a number found on what appeared to be a genuine website for technical support. When the support person asked to log in to my computer after a brief trouble shooting, I declined and the line was disconnected. Subsequent attempts to call the same number failed with disconnected line tone. The second experience is more concerning. I found the Norton web address and typed the URL in the addresss bar without clicking the weblink found with search or using copy and paste. I clicked on the chat button and discussed buying overseas, namely US, products for Australian use. The chat support person provided a purchase order form via the chat. When questioned, I was told such form was not available online as it was a special offer. I hesitated and told him I will considered. When I locked back to the same website, the chat button was no longer there. I subsequently contacted Norton (genuine) through other methods and was given different information. I mentioned my experience and was told that that was not how things were done. Further research informed that scamming using chat button can occur and has occured. Up to now, I am not sure if both instances were scam but suspect they are. Sorry for this bit of discussion unrelated to our original topic but thought it is worth mentioning and you might be interested.

Anyhow, thank you very much for your help and best wishes and regards.

Kudos0

Re: Norton Secure VPN Repeated Sign In Prompt

Posted: 11-May-2023 | 9:29AM · Permalink

I understand your reticence on using Support after the incidents you noted. Both were obviously scams. Just searching online for Norton Support generally has the first page of results being companies that offer support for multiple products. Some are legitimate, and some are scammers. One way to tell the scammers is that they request payment for the support. There is no charge for genuine Norton Support.

The best way to get genuine Norton Support is to go to www.norton.com and look for support links there. As long as you do get the genuine Norton Support you should be able to get the help you need.

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