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Kudos0

WiFi Privacy VPN will not connect

Posted: 01-Oct-2018 | 11:35AM · 26 Replies ·

Hi,

I have been running Norton WiFi Privacy VPN on two Windows 10 machines for a few months just fine until recently. Now it will not connect on either. It gets stuck on 'Connecting...'

I've updated Windows, re-downloaded and reinstalled Wi Fi Privacy, rebooted... There seem to be some forum threads on this but no solution.

The machines are wired, not on wifi and it's the VPN that's not connecting. I once got a message in Wifi Privcay saying no internet detected but it was funtioning normally in a browser.

I can't understand how it simply refuses to connect now after working for a while. Very frustrating! Any help appreciated as I'm out of ideas.

Labels: Norton WiFi Privacy

Replies

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 01-Oct-2018 | 5:41PM · Permalink

When you say rebooted, did you do a restart, or shutdown and startup again? If you did a shutdown with the Windows Fast Startup feature enabled, you will not have gotten a complete shutdown required by many programs to fully update running services. Try disabling Fast Startup and see if that helps.   If you use Windows 8/8.1 or 10, there can be an issue with the Fast Start feature.. See more information here.

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 02-Oct-2018 | 10:43AM · Permalink

Hi peterweb, I restarted and shutdown and booted up again with fast start disabled. Still no joy on one of the machines, however the other has now connected the VPN. That also has fast start disabled.

Thanks for replying.

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 03-Oct-2018 | 3:52PM · Permalink

Did you make any changes to the device that is now working? If not, maybe try a couple of more restarts on the device that is still not working correctly.

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 04-Oct-2018 | 2:20AM · Permalink

Hi @theMuso,

Thanks for reporting in Norton Community Forums. Can you please confirm if your Operating system is updated to Windows 10 RS5 version?

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 04-Oct-2018 | 6:13AM · Permalink

Norton WiFi Privacy will not connect after this Windows Update on my desk top machine.

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 04-Oct-2018 | 8:37AM · Permalink

Hi @StPeteMark,

Thanks for reporting in Norton Community Forums. We are aware about "Norton WiFi Privacy shows “No Internet Connection – Make sure you’re connected to the internet and try again" issue and our team working on it. I will updated once we have more information on the fix. 

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 04-Oct-2018 | 1:28PM · Permalink

Have the same issue for the last 24 hours. Kind of slow on the fix.

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 05-Oct-2018 | 7:12AM · Permalink

After updating windows 10 to version 1809 NPW doesn't work anymore.

Yesterday I had contact with the Dutch helpdesk and I was told that there would be a fix yesterday afternoon, but there isn't sill any.

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 05-Oct-2018 | 8:11AM · Permalink

Hi @Coekie,

Sorry for the trouble caused. Our team working on a fix which will be released soon. I will update this forum post once we have more information on fix. Thanks

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 05-Oct-2018 | 9:11AM · Permalink

I upgraded my home machine to the October 2018 update of Windows 10 (version 1809), and Norton Wifi privacy no longer works.   

I start the app and it says it doesn't connect to the internet.  I then get the login screen after I enter my username & password and complete the 2 factor authentication, the application hangs.  

Will there be a fix to this?


Thanks.

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 05-Oct-2018 | 10:28AM · Permalink

Norton is aware of this issue and is working on it. See this post by employee Sunil_GA   https://community.norton.com/en/comment/8004171#comment-8004171

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 06-Oct-2018 | 7:37AM · Permalink

I have the same problem after updating Windows 10 1809 (compilation of OS 17763.1). The message "no internet connection" appears

File Attachment: 
PDF icon Imagen.pdf
Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 07-Oct-2018 | 1:47PM · Permalink

Can we please have an ETA for a fix?  Rather sad that we are paying a subscription for a product that is busted. 

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 07-Oct-2018 | 5:58PM · Permalink

MS has pulled the 1809 update as it has been shown to remove documents and profile data from users' computers. Maybe best to roll back to 1803 until MS fixes this. Maybe the update removed some user profile information required by NWP????

See the known issues at     https://support.microsoft.com/en-us/help/4464619/windows-10-update-histo...    

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 09-Oct-2018 | 7:47PM · Permalink

Just installed the MS Windows 1809 patch, and uninstalled and reinstalled Norton WiFi Privacy VPN. The program will still not make final connection during "redirecting". The sign-in window just freezes up like before. 

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 10-Oct-2018 | 7:05AM · Permalink

Hi Sunil_GA, we are all still waiting for a fix from Norton. Yesterday's MS Windows 1809 patch did not solve the connection problem with Norton WiFi Privacy program for desktop machines. The program still freezes up during the final "Redirecting" phase. Thanks in advance.

File Attachment: 
PDF icon aNortonRedirecting.pdf
Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 10-Oct-2018 | 7:21AM · Permalink

Hi @StPeteMark, Our team still working on this fix and will update shortly with fix release date details. 

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 10-Oct-2018 | 11:36AM · Permalink

FYI, I don't know if this is helpful, but I got this from Windows Logs/Applications:

- System
  - Provider
   [ Name]  Application Error
  - EventID 1000
   [ Qualifiers]  0
   Level 2
   Task 100
   Keywords 0x80000000000000
  - TimeCreated
   [ SystemTime]  2018-10-10T16:51:08.232065700Z
   EventRecordID 2916
   Channel Application
   Computer TS-Laptop
   Security

- EventData
   Norton WiFi Privacy.exe
   0.0.0.0
   5aec5e29
   VCRUNTIME140.dll
   14.12.25810.0
   59dd7dcd
   c0000005
   0000e855
   25c4
   01d460b7fe680e70
   C:\Program Files (x86)\Norton WiFi Privacy\client\Norton WiFi Privacy.exe
   C:\Program Files (x86)\Norton WiFi Privacy\client\VCRUNTIME140.dll
   97bffe0d-90bb-4a3d-830f-e1522bd568e7

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 10-Oct-2018 | 3:28PM · Permalink

1) Will Symantec bonify our suscription by an amount of days corresponding to the amount of days WI-fi Privacy has been out of service? 

2) It would be nice to be able to update WiFi Privacy using something like Live Update and not have it freeze up like this and ghosted all over whithout a diagnostic or a link of some sort!

3) An E-mail from Symantec warning me of the incompatibility with Windows 1809 and the freeze up of Privacy would have saved me tons of time and frustration looking for internal solutions! 

Thank you for considering these possibilities!

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 11-Oct-2018 | 2:19PM · Permalink

Just finished live chatting with Norton and they gracefully corrected the problem by taking over my computer, deleting files, uninstalling actual incompatible Privacy version and installing a corrected or updated version which solved the problem entirely! Privacy is now running with windows 10 version 1809. WiFi Privacy installed by Norton technician is 1.5.0.210. 

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 11-Oct-2018 | 2:24PM · Permalink

AptivaMan

Thanks for that update. Hopefully it will be available soon to everyone.

Kudos2 Stats

Re: WiFi Privacy VPN will not connect

Posted: 11-Oct-2018 | 4:30PM · Permalink

1.5.0.214 has been released.  I download the new version from my norton subscription page and everything works again :)

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 11-Oct-2018 | 4:44PM · Permalink

Thanks for the heads-up! Mine works again, too! Would have been nice if Norton Support would have posted the update was available.

Kudos1 Stats

Re: WiFi Privacy VPN will not connect

Posted: 12-Oct-2018 | 1:31AM · Permalink

Hi Everyone,

We have release Norton WiFi Privacy 1.5.0.214 update for Windows to fix "Norton WiFi Privacy UI shows "No Internet Connection – Make sure you’re connected to the internet and try again" issue. This update is available via Norton website (https://my.norton.com/) and also being released via product update. 

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 12-Oct-2018 | 5:40AM · Permalink

Hi Sunil_GA, thanks to your team and you for your working together to find a fix for this problem with Norton WiFi Privacy after Microsoft created the issues with the premature release of Windows 10 1809.

Kudos0

Re: WiFi Privacy VPN will not connect

Posted: 13-Oct-2018 | 12:46AM · Edited: 13-Oct-2018 | 12:48AM · Permalink

Hello Sunil_GA,

Again NWP works like it should work.

Thanks for the effort solving the problem.

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