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Kudos1 Stats

ios VPN fails to connect from norton family

My childs ios device fails to connect to the management profile VPN. This prevents the time restrictions from lifting on their device. It seems like this is a common theme on this forum. What needs to be done to get this resolved? Nothing I do in the parent settings helps since the device is not able to contact the service. The device should have connectivity, but there really is no way to test since there are no apps allowed that can connect to the internet. So without the VPN connected there is no connection. I am about ready to uninstall this app as it renders the device completely useless.

Replies

Kudos0

Re: ios VPN fails to connect from norton family

Have sent you a private message, can you please take a look.

Kudos0

Re: ios VPN fails to connect from norton family

I have the same problem, have reinstalled norton family several times, this cures the problem until the apps switch off then will not switch back on. I have noticed that the VPN in rapidly switching on and off. If you go into settings VPN it is flashing from green to white. Phone is iPhone 5c, is there a fix?

Kudos0

Re: ios VPN fails to connect from norton family

Thanks for the feedback. We are looking into this issue and working on a solution soon.

Kudos1 Stats

Re: ios VPN fails to connect from norton family

I have the same issue on my son’s iPhone 7 running iOS 12. Started about 3 or 4 days ago. If I uninstall/reinstall everything works fine until 9pm when his schedule correctly removes access. The following day access is not restored. The VPN refuses to turn back on, with the VPN switch flickering. This also prevents the device connecting properly to local WiFi as the lack of VPN connection makes the device believe that the WiFi network has no Internet access. This really isn’t good enough for a paid subscription service.
Kudos0

Re: ios VPN fails to connect from norton family

I’m having the same issue on my son’s iOS 12. The VPN switch flickers and does not allow his phone to connect to WiFi. I’ve uninstalled and reinstalled his parental and VPN profile and it continues to state he does not have internet access when connected to our WiFi. Removing the app, does allow him to connect to our WiFi and the internet. Any help would be appreciated.
Kudos1 Stats

Re: ios VPN fails to connect from norton family

When are you expected to have a fix for this issue?
Kudos0

Re: ios VPN fails to connect from norton family

Issue as listed above. I have also disabled the app. Not good enough Norton.

Quick to take the cash but not quick at even acknowledging the problem 

Kudos0

Re: ios VPN fails to connect from norton family

Still having problems, even turned off vpn under norton family as instructed. Apps do not not come on unless I alter the times then save. The main reason I bought Norton was for the family app, this needs sorting NOW. Regards SRR
Kudos0

Re: ios VPN fails to connect from norton family

Hi All,

We acknowledge the issue posted in this thread. The issue is happening when the device goes into curfew mode due to Time Supervision or Instant lock. We are looking into this issue actively and would be providing a fix soon. Thanks for your patience and sorry for the inconvenience caused.

Regards,

Ashwin

Kudos0

Re: ios VPN fails to connect from norton family

Hi All,

We have made a backend fix for connectivity loss that happens in curfew period during time supervision or Instant lock.

This should also resolve flickering of VPN switch. Please report if you still see any issues.

Regards,
Ashwin

Kudos2 Stats

Re: ios VPN fails to connect from norton family

Still having problems, had to completely delete norton family from phone and reinstall. 

Just couldnt get the apps to come back on at end of curfew time.

Also while adjusting the times my iPad goes to a screen with KeepAlive file open with Dropbox, what is this?

Regards SRR

Kudos0

Re: ios VPN fails to connect from norton family

Hi SRR,

I have sent you a private message. Can you please take a look.

Thanks and Regards,
Andrew.

Kudos0

Re: ios VPN fails to connect from norton family

Same thing for me.  Can't connect to internet after the IOS 12 update.  Tried to delete the app and reinstall it but the same thing happens