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Kudos0

Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 27-Oct-2021 | 2:21PM · 20 Replies ·

Not sure what is going on with Norton. The VPN doesn't work on Mac OS big Sur 11.6.1 update. It was working before the update and all of the sudden the VPN connection dropped and it was stuck on connecting. Looked on the Norton website for help I went to log out then restart the Mac, I even un-installed it and the VPN still doesn't work. What's annoying is, I can't even sign in. It glitches twice to log in then goes back to the login page. Does anyone have a solution for this or I'm going to get a refund. 

Replies

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 27-Oct-2021 | 2:26PM · Edited: 27-Oct-2021 | 2:38PM · Permalink

Um, does this help?

When adding the VPN profile, you need to provide your Mac administrator account password to allow the keychain access for NEIKEv2Provider. NEIKEv2Provider is a service responsible for establishing secure VPN connections. It requests the access to the keychain to receive the required authorization data for the VPN connection.

https://support.norton.com/sp/en/us/home/current/solutions/v138741680 - 10/26/2021

PE Rockwell:
Norton support, please read what the dialogs to enable VPN are asking. The advice you are giving is incorrect. They are NOT asking for an administrator password. They are asking for *your* password to access your login keychain.

https://community.norton.com/en/comment/8513810#comment-8513810 

NortonLifeLock Employee:
Sorry for the typo,
Yes, you will have to use your keychain password to access the login keychain. Thanks @PE Rockwell for calling it out.

https://community.norton.com/en/comment/8513811#comment-8513811 

Caveat: I'm not Mac user.

Kudos1 Stats

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 27-Oct-2021 | 2:37PM · Permalink

Unfortunately that didn't help. Secure VPN doesn't allow me to sign in, for when I try to sign in, it glitches twice trying to sign in then it will go back to the sign page again asking me to log in. 

Before the update, I was able to connect to VPN without any issues then all the sudden the connection dropped and it was stuck on connecting then I logged out of the VPN and un-installed the app an re installed it and thats when I updated my Mac because I thought it was the OS that needs updating but the app itself is glitching. 

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 27-Oct-2021 | 2:39PM · Permalink

Sorry,  I'm not Mac user.

Lets hear from Community

Kudos1 Stats

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 28-Oct-2021 | 12:20PM · Permalink

I backed into this same issue.

For the first time this morning (10/28) VPN was not connecting as it previously had.  I tried many things (including uninstall/reinstall of Norton Secure VPN more than once), then a macOS update (to the mentioned 11.6.1).  Then when attempting to login (once I removed the previous login info) I realized that the login attempt was unsuccessful... so I figured that maybe there was an authentication server issue on Norton's side (as this was new this morning only).  While continuing my investigations on Norton support, found this banner link (https://support.norton.com/sp/en/ca/secure-wifi/current/solutions/v13521...) outlining the process to restore connectivity..... my problem is I receive no pop-ups/notifications to even set a Keychain entry.  Now trying to reverse engineer if I can create an equivalent manual Keychain entry to allow the login process to complete.

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 29-Oct-2021 | 1:53PM · Permalink

Oh well... I've given up and jumped off of this worthless app for my mac. I have not been able to get past the Login screen after multiple tries, then, removing and reinstalling, enough is enough.  Hello Express VPN.

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 30-Oct-2021 | 3:21AM · Permalink

Norton employees, you need to look into this customers are paying for this service. 
If nothing is being done, I would want a refund. 

Kudos1 Stats

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 30-Oct-2021 | 10:41AM · Permalink

Same frustrations! Can someone recommend a better VPN for MAC Big Sur?

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 30-Oct-2021 | 3:19PM · Permalink

Same.  Not working anymore.  Just hangs  now on MacOS Big Sur 11.6.1

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 31-Oct-2021 | 2:44PM · Permalink

same.  can't log into vpn any more.  tired of Norton apps not working every time apple updates its OS.  

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 31-Oct-2021 | 6:41PM · Permalink

Here is my chat session with Norton on this - October 31, 2021 9:30PM EST

I uninstalled, downloaded and reinstalled norton VPN because I could no longer turn it on.  I need to create my laptop VPN connection manually because I have McAfee installed.  I only want to use Norton VPN without Norton Security.  Need talk to person

Mehak A|9:04 PM

May I know the exact issue you are facing with Norton VPN?

9:04 PM

I can not turn it on.

9:04 PM

it is installed

9:05 PM

i think that i need to setup my vpn network connection again

9:05 PM

manually

9:06 PM

I have McAfee installed.  I only want to use Norton VPN without Norton Security.

9:06 PM

That is how I have done it in the past.

Mehak A|9:07 PM

Thank you for information.

9:07 PM

your welcome

Mehak A|9:09 PM

I would like to inform you that this is an ongoing issue and we have received many complaints regarding this. Our team is working on this and it will be resolved soon.

Mehak A|9:09 PM

I would request you to wait 24 hours as we are hopeful the issue will be resolved soon. In case it isn't you can contact us back within 24 hours and we will give you an update or troubleshoot the issue as per directions. This issue is occuring due to the recent roll out of new updates in the Opertaing system of Apple.

9:10 PM

however, my mac is running an older version of OS X

9:11 PM

macOS High Sierra version 10.13.6

Mehak A|9:11 PM

Norton is supported on the OS version of your Mac. This issue is widespread over all versions. There is a syncing error between the Norton product and the updates.

9:12 PM

oh i see - thank you - 1 last quick question - how can I confirm if my vpn is working

Mehak A|9:13 PM

It is possible that the VPN may not work until this issue is resolved.

9:13 PM

ok thank you

Powered by eGain

Kudos1 Stats

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 01-Nov-2021 | 2:59AM · Permalink

Thanks for the update there, not sure how long they would fix this. The VPN before the update was working effectively. 

Kudos2 Stats

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 01-Nov-2021 | 3:43PM · Permalink

Hi,

Thank you for posting on the Norton Community. We are looking into this. Thanks. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | NortonLifeLock
Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 02-Nov-2021 | 11:54AM · Permalink

WHAT HAS HAPPENED TO NORTON?!  I HAVE BEEN HAVING NOTHING BUT TROUBLE GETTING ANYONE AT NORTON TO HELP ME.  MY NORTON VPN STOPPED WORKING AFTER LATEST APPLE UPDATE (ON OCT. 26, 2021)
     2018 MACBOOK - macOS 12.0.1 MONTEREY
     2015 iMAC - macOS 11.6.1 BIG SUR
I HAVE SPENT SEVERAL HOURS ON HOLD (BOTH TELEPHONE AND CHAT) ONLY TO BE UNEXPECTEDLY AND UNAPPOLOGETICALLY DISCONNECTED.  I AM EXTREMELY FRUSTRATED WITH NORTON AND FEEL THEY ARE NOT REPONDING TO MY ISSUSES.  I DO NOT FEEL NORTON APPRECIATES ALL OF THE TIME I HAVE SPENT ON HOLD WITH THEIR TECH SUPPORT DISPITE THEIR "WE APPRECIATE YOUR PATIENCE" STATEMENT FROM THEIR ONHOLD MESSAGE.  I HAVE BEEN A LOYAL NORTON CUSTOMER SINCE 2017.  I FEEL NORTON IS FORCING ME TO CANCEL ALL OF MY NORTON PRODUCTS AND GO TO A DIFFERENT VENDOR.  THIS IS EXTREMELY ANNOYING AND NOT CUSTOMER FRIENDLY.

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 03-Nov-2021 | 10:29AM · Permalink

I BELIEVE I FIGURED IT OUT!

I uninstalled ALL Norton products and download files from my computers. 

I dumped everything from my trash bin and rebooted my computers from a cold start.

I then logged into my Norton account and downloaded each of my Norton products, per my subscriptions.

Then I rebooted my computers (things didn't work if I didn't do this step ... ???).

I then installed first my Norton Security software, following all of the installation and activation instructions.

After the "restart,"  per the on-screen instructions, I installed and activated my Norton VPN.

I then rebooted, one more time, and checked that everything was working properly.  I WAS!

YEAH!!

All of this without the assistance of Norton Tech Support.

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 05-Nov-2021 | 11:48AM · Permalink

Unfortunately, it only worked briefly with my Macbook Air running 12.0.1 Big Sur then stopped working. (wtf!?!?!?)

Still unable to get passed the logon screen after several repeated uninstalls and re-installs.

So very frustrating!!!

Paying for a service that does not work and the vendor (Norton) is not fixing is very WRONG!

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 06-Nov-2021 | 4:08AM · Permalink

That also didn't work for me either. This is unreal Norton. From someone who is a customer for over 5 years, this is not good from your side. I understand things are not perfect but its taking too damn long to fix this issue whilst others are experiencing this problem..  

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 08-Nov-2021 | 11:56AM · Permalink

I tried and failed the Tonopah Tango steps listed above.  I am using VPN client only.  The app seems to accept my login information, then promptly shows I need to login.  By the way, it does know whether I enter the correct password.  I saw this on Apple site.

I think it's a server configuration that is incompatible with late Big Sur or Monterey operating systems.  Norton, please read.  

----------

Configuring L2TP VPN servers to work with iOS 14 and macOS Big Sur client devices

Network admins should be aware of L2TP VPN server configuration enhancements for use with iOS 14 and macOS Big Sur client devices.

Starting with iOS 14 and macOS Big Sur, IPsec supports HMAC-SHA-256 with L2TP VPN.

To make sure that VPN client devices running iOS 14 and macOS Big Sur can connect to your L2TP VPN server, configure the server to truncate the output of the SHA-256 hash to 128 bits. Truncating to fewer than 128 bits will result in L2TP VPN failing to connect.

https://support.apple.com/en-us/HT211840

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 16-Nov-2021 | 3:25PM · Permalink

Got to the point to be using a different VPN service. Don't have time to waste on this. No update after almost a month. Not a happy customer Norton.  

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 03-Dec-2021 | 7:10PM · Permalink

In my case I think I'm not going to be a Norton customer any more. I have this VPN connection problem now and have had numerous other problems over the years with VPN and Norton antivirus software. It seems like the software is an afterthought. Not written very well and very sketchy support provided. I'm tired of it and plan to move to another developer's software. Why pay for something that only works part time? 

Kudos0

Re: Updated Mac OS 11.6.1 and Norton VPN doesn't log me in to use the VPN

Posted: 04-Dec-2021 | 6:17AM · Permalink

I think this response outlines why this post is not very active, no thanks to Norton.

I've run the steps outlined by Tonopah Tango various times.  A few weeks ago I was able to log in to my VPN app and it's still works and has green connected in US indication.  However, Safari, native mail and other apps act like I'm not connected to the Internet ... this is secure but I do need to an available connection, Norton, not an air gap solution. Unusually, Chrome seems to work with the active VPN connection at reasonable download speeds.

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