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Kudos0

Norton VPN option unavailable, greyed out

Posted: 15-Jul-2019 | 3:47AM · 18 Replies ·

I just upgraded norton 360 and now have VPN included, trouble is it doesnt work. The norton techs have crawled over it and have uninstalled, reinstalled, checked numerous settings but without success. they said the issue was escalated to senior tech but now appear to have given up and promised callbacks never happened. I am running V1803 W10 Pro. 64bit.  I myself have checked services settings e.g manual to automatic and back again - nothing. changed fast startup settings  - nothing. When the problem first appeared it was that the VPN would not connect, now it reports no internet connected and has greyed the box out so its getting worse not better. I dont want to waste anyones time given that the Techs have not found an answer yet but if anyone has any bright ideas I be happy to try them. Thanks.

Labels: Norton 360

Replies

Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 15-Jul-2019 | 4:38AM · Permalink

Hello Paul. Try this solution from another thread. The key would be - logging into Windows under an admin account > downloading the removal tool, performing a REMOVE ONLY, then following the remaining instructions. Windows updates will re-enable fast startup, since you have checked that setting the issue most likely is a corrupted install. Don't forget the suggestion from Krusty13 as well. Let us know if this corrects your issue. .

Cheers

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3447 / Windows 10 Pro x 64 version 22H2 / build 19045.4291 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.3.2 / Opera GX LVL5 (core: 107.0.5045.75) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 / One UI 6.1
Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 16-Jul-2019 | 10:50AM · Permalink

Thanks for the advice, but no joy with it or any other solution I can think of or find. Norton techs themselves spent an hour two days ago trying everything I've seen or heard  of being suggested as possible fix. Norton appear to have walked away with no further solutions which I think is a bit cheeky. Strange thing is I have several devices and on all mobile devices VPN works fine but on 2 out of 3 desktops absolutely nothing will stir VPN into life. But one of the desktops works OK so there is an answer somewhere, but I'm losing faith in ever finding it, especially since Norton have apparently given up - they said they would call me up at home to discuss possible solutions but they never did. If anyone can think of something else I'd be very pleased to hear it but I have tried all the suggestions in the forum and Norton have too without success.......

Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 16-Jul-2019 | 11:48AM · Permalink

Are you using the stand alone Norton Secure VPN, or the VPN that is included with the new Norton 360 product?

Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 16-Jul-2019 | 12:08PM · Permalink

As per OP VPN is bundled with 360 product. Thanks.

Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 17-Jul-2019 | 5:46AM · Permalink

Paul, do you have fast startup disabled on the machines that the VPN will not start? Just clarifying.

Cheers

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3447 / Windows 10 Pro x 64 version 22H2 / build 19045.4291 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.3.2 / Opera GX LVL5 (core: 107.0.5045.75) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 / One UI 6.1
Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 17-Jul-2019 | 6:04AM · Permalink

Yes fast start is disabled. On the pc where VPN works fast start is enabled. Right now I am trying to find a setting (or combination of) on the working VPN pc that I can try copying across.
Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 17-Jul-2019 | 8:36AM · Permalink

Paul, another thought. Are their any other AV software or tools on the system that are running in real time (starts with windows boot)? Flush your local DNS cache by opening an elevated run prompt (run as admin), type in this commend: ipconfig /flushdns when completed reboot. Allow the computer to fully boot and check the VPN startup.

Cheers

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3447 / Windows 10 Pro x 64 version 22H2 / build 19045.4291 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.3.2 / Opera GX LVL5 (core: 107.0.5045.75) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 / One UI 6.1
Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 17-Jul-2019 | 8:50AM · Permalink

Good idea. I'll try asap.
Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 20-Jul-2019 | 6:57AM · Permalink

Successfully flushed DNS via elevated prompt, but no effect.  VPN in Norton is now showing "no internet connection", which is clearly wrong. getting a bit stumped here, especially as it works well on other devioces - just cant find out why it wont run on this machine.

Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 20-Jul-2019 | 1:12PM · Permalink

Paul, from the RUN dialog or task bar search type service.msc , the services page should appear. Scroll down the listing, find "Norton Secure VPN Service". Highlight it then right mouse click it. Select "properties" from the menu. Check for what the "startup type" is. It should be "automatic". Also check "Remote Access Connection Manager" for its startup type which should be "automatic". If you have to change either or both do so and restart. Let us know what you find. Running out of thoughts on this one too.

Cheers

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3447 / Windows 10 Pro x 64 version 22H2 / build 19045.4291 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.3.2 / Opera GX LVL5 (core: 107.0.5045.75) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 / One UI 6.1
Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 22-Jul-2019 | 1:07AM · Permalink

Hi again. As per my OP I have had a go at various settings including the ones you suggest. Tried again just for the hell of it but no change. Its very annoying as my other devices work ok with norton vpn albeit a bit slow to connect, so I'm stumped and Nortons techs seem to be too. I am on verge of giving up now and just using a standalone VPN which all seem to work ok. thanks for all your suggestions.

Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 22-Jul-2019 | 5:52AM · Edited: 22-Jul-2019 | 5:53AM · Permalink

Paul, one final thought. Are ALL your machines running V1803 W10 Pro. 64bit? Or just the single one with this issue?  On June 25th Microsoft began forcing version 1903 to those machines who are straggling behind to get them up to the latest version. Are you seeing that update, aka pausing it to stay on 1803? Over the years I have seen updates which were awaiting install cause issues with devices. Have you considered getting 1903 and check to see if the issue resolves itself.

Check your device manager for this being installed. I know you have done so once before. Do one last removal with the R&R tool, remove this driver before rebooting. Then reinstall from your Norton account login. Make sure you run live updates , reboot then run them again. One last R&R may do the trick.

If you decide to go the standalone route please let us know how that works out and what you did to accomplish a successful VPN on this machine.

Cheers

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3447 / Windows 10 Pro x 64 version 22H2 / build 19045.4291 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.3.2 / Opera GX LVL5 (core: 107.0.5045.75) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 / One UI 6.1
Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 22-Jul-2019 | 11:14AM · Permalink

Thanks for that. I only have a problem with the w10 64bit machine. the other pcs are ok and running w10 32bit  v1803. they run Norton VPN just fine.

I have just now upgraded the 32bit machines to V1903 and they still work with Norton VPN.However the 64 bit machine will not upgrade, so I cannot test your theory, which is a sound one.

Having tried to force the v1903 update on the 64bit machine using several methods including brute force and failed I now have a system problem to sort out before I can return to the VPN problem I started with........thanks for your help, i'll get back to you if I can crack this.

Kudos1 Stats

Re: Norton VPN option unavailable, greyed out

Posted: 22-Jul-2019 | 5:49PM · Edited: 22-Jul-2019 | 5:54PM · Permalink

Paul have you tried to upgrade the x64 computer using the media creation tool from Microsoft? Click the blue "Update Now" button, download the installer file. When prompted tell the installer to "update this pc now". Disable Norton auto protect and select PERMANENTLY before doing the upgrader.

Edited: You may also want to try resolving the update issue by using this article as well. After clearing the cache reboot and run the media creation tool. Version 1903 will wipe all your windows updates history anyway.

Cheers

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3447 / Windows 10 Pro x 64 version 22H2 / build 19045.4291 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.3.2 / Opera GX LVL5 (core: 107.0.5045.75) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 / One UI 6.1
Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 23-Jul-2019 | 8:01AM · Permalink

I did try the media creation tool - it was my brute force option but it failed at the last minute but i admit I did not disable norton. I tried it again with norton disabled and all peripherals removed and after about two hours 1903 finally installed. So thats a win and thanks for that. Norton VPN announced it was now connected to the internet, which it did not recognise before but unfortunately still would not engage VPN itself. I tried all the above suggestions in this thread again plus RnR a couple of times plus restarts etc but still no signs of life I'm afraid, but many thanks to you for sticking with this. I've given about 10 hours to trying to sort this but I think I might have to quit for now.

Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 24-Jul-2019 | 4:14AM · Permalink

Paul, please clarify this for us:

Norton VPN announced it was now connected to the internet, which it did not recognise before but unfortunately still would not engage VPN itself

Confused that if the system had an active internet connection. Norton VPN, when connected properly will who a small dialog box with your connection details. If you saw that after the upgrade, the latter portion of your post "but unfortunately would not engage VPN itself, confuses. Please post a screenshot of what your VPN connection details are presently, here is how.

Cheers

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3447 / Windows 10 Pro x 64 version 22H2 / build 19045.4291 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.3.2 / Opera GX LVL5 (core: 107.0.5045.75) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 / One UI 6.1
Kudos1 Stats

Re: Norton VPN option unavailable, greyed out

Posted: 24-Jul-2019 | 5:16AM · Permalink

Sorry I did not mean to confuse I was just mentioning that before installing V1903 the Norton VPN feature alone within the 360 package was reporting that it could not detect the internet even though every other feature on norton 360 was running just fine - live update etc. but after installing V1903 the secure VPN aspect was reporting just that "Your connection is not protected" - its usual and normal state until the turn on box is clicked. The position now is simply that the VPN does not respond at all when that "turn on" box is clicked and the VPN just never connects or indicates its even trying.

Thanks for your input on this but I think I have given as much time as I can to this and taken up too much of yours, so i'm going to stand down for now and maybe come back to this in a few weeks

Kudos0

Re: Norton VPN option unavailable, greyed out

Posted: 24-Jul-2019 | 2:56PM · Permalink

Let us know when we can assist further. In the meantime, I will keep this on the back burner as I am also seeing issues with W10 1903 that are under the hood. To date, I cannot nail down if its Norton or Windows doing part or all of the issues.

Cheers

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3447 / Windows 10 Pro x 64 version 22H2 / build 19045.4291 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.3.2 / Opera GX LVL5 (core: 107.0.5045.75) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 / One UI 6.1

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