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Kudos0

VPN will not stay turned off in Settings

I have an iPhone SE (2nd gen) and an iPhone SE (3rd gen), both with Norton VPN installed (which was done while a Norton agent walked me thru the whole process). There are times the VPN is interfering with important incoming email, such as a security code when 2FA is in process for various online accounts. When this happens, I try to turn off the VPN both in the app and in my phone's settings. In the app, I turn the main "switch" to OFF, and I also turn off the "Auto-connect VPN" feature. In my phone's settings, I turn off both places where it says it is "Connected," but within seconds on the 2nd gen SE, and within minutes on the 3rd gen SE, the VPN reconnects, and the VPN icon is once again visible next to my wifi icon at the top of the phone's screen. Am I missing something else I need to disconnect?
Labels: iOS, VPN

Replies

Kudos0

Re: VPN will not stay turned off in Settings

First, you cannot control the Norton VPN from iOS Settings. It will just get turned on again.

Are you using the VPN feature in Norton 360, or are you using the standalone Norton Secure VPN app? If you have 360, you should uninstall the standalone app.

In 360 the Safe Web feature may be causing your issue. When active, it displays the VPN icon in the notification area of the screen. It is not an actual VPN, it just uses some Apple VPN API's to provide the feature. From the main 360 screen tap on Security>Internet Security. Turn off Safe Web and test. If that resolves the issue, please send logs to Norton to help diagnose your problem.

Start by opening iOS settings on your device and scroll down to the bottom where the apps are listed. Tap on the Norton  360 app and tap to Enable Debug Log.  

Now use your device until it causes the issue you are having. Then open the 360 app and tap on the three bars at the top left, then tap Help. Tap on Send Error Report and fill in any information requested. In your submission, please include "forum 'your username' " in the Case ID section of the report. Also include a link to this thread. 

If you do send logs, please let me know and I'll notify my contacts to look for them.


 

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