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VPN not starting after reboot

HI all, has anyone had an issue with the VPN shutting off after a restart?  I start it every time I turn the laptop on, this is so annoying.  It is not a problem on any other device so I'm thinking there's a conflict somewhere, or maybe a virus. I've recently done the Windows 10 upgrade (what a disaster that was).

Réponses

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Re: VPN not starting after reboot

When you do get the VPN running, have you checked in Settings that you have enabled Launch at Startup, and Autoconnect?

Did you reinstall Norton VPN after the Windows 10 upgrade? If you note 'what a disaster that was', Maybe your Norton VPN install also got hosed.

What OS did you have before 'upgrading' to Win 10? I ask because if you use Windows 8/8.1 or 10, there can be an issue with the Windows Fast Startup feature.. See more information here. If you have Fast Startup enabled and you shut down your computer, you are not actually getting a full shutdown. Thus the VPN might not start up again.

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

I had Windows 10 already, this was the forced upgrade by Microsoft.  I had to restore my laptop after the upgrade because it messed up so many drivers so it's a clean install.  I reinstalled Norton and it appeared to be working fine. 

So it appears that Norton VPN was disabled in startup.  I don't know how that happened.  I'll enable it and see what happens after rebooting.  I wonder if another app disabled it because I didn't :)

I'm rebooting now and will update this post.

Thanks for the quick reply!

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Re: VPN not starting after reboot

After enabling Norton Secure VPN in startup it continues to stop after a reboot.  I cannot figure out what is stopping this service.  Any help would be appreciated.

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Re: VPN not starting after reboot

Did you check that Windows Fast Startup is disabled on your fresh installation?

When you say it stops after a restart, does it load but not connect?

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

Thanks for following up!  Fresh startup is enabled.  Norton security loads but the VPN does not start.  I have to start it manually.  I already uninstalled and reinstalled Norton so I'm at a loss of what to do next.

What is the Symantec TAP Driver? I see it in Network Connections as Ethernet.
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Re: VPN not starting after reboot

Try turning Fast Startup off. As noted in the link I gave above, it can cause issues with many software updates, not just Norton.

The Symantec TAP driver is a virtual network adapter required for the VPN service. That bypasses any local network adapter settings to provide the full protection of the VPN service.

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

I just tried to reboot and got the attached error. I remember seeing this yesterday. I'll try your suggestion in the meantime. Thanks!
Pièce Jointe: 
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Re: VPN not starting after reboot

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Re: VPN not starting after reboot

I shut off fast start and now Norton took forever to start and the VPN is still not starting. At this point I hate both Microsoft and Norton. I have spent all day on this with no resolution. I'm convinced that there is some sort of spyware or virus involved even though Norton does not find one.
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Re: VPN not starting after reboot

I uninstalled Norton (kept my settings) and after a reinstall the VPN is still not turned on.  I can see the service has started but it has to be manually started by opening Norton and clicking Turn On.  Anyone else have this issue?

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Re: VPN not starting after reboot

Getting the error you have seen could be an issue with your Norton VPN installation, or it could be a Windows issue.

Try reinstalling the Norton VPN. Just reinstalling your Norton Security will not refresh the VPN install. 

If that does not help, a scan of your Window's installation would be my next suggestion. Click on Start and type CMD in the search box. Right click on cmd.exe and click on Run as Administrator. Type 'sfc /scannow' without the quotes. This will check your Windows installation and try to correct any errors it finds.
 

You mentioned restoring your Windows. How did you do that? Did you just roll back the 1809 update? Or some other process?

EDIT

Can you post a screenshot of your Norton where you have to click Turn On to get the VPN active? 

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

No option to uninstall the VPN.  It's part of Norton 360.  I uninstalled Norton 360 completely minus my settings. The screenshot is attached showing the VPN needing to be turned on. The memory error I'm getting is probably related.

The Windows 10 upgrade was a FORCED upgrade from Microsoft.  Go online and you will see the havoc this upgrade wreaked on everyone.

Running sfc /scannow now ...

Pièce Jointe: 
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Re: VPN not starting after reboot

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Re: VPN not starting after reboot

I started wondering if you were on the new 360 offering. As I am in Canada, that is not available to me, so I can only guess at the settings for the VPN offering included. So sorry for my many questions.

When click on the down arrow beside the Turn on VPN, are there any options provided for start on Windows Startup? 

On the main Norton product screen, is there a Settings link? If so, go into the Settings and see if you can find any settings related to the VPN functions.

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

No worries about the questions :) No options other than to open it. Once I open it I click on a button to turn it on. Or you can click Turn On on the screen I showed you. This is driving me crazy and it's a very short drive! The scan is still running, about 85% complete. I don't think it's going to find anything.
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Re: VPN not starting after reboot

And what about the main Norton 360 product screen? Any sign of a Settings link at the top? Could you post a screenshot of that? Not only might it help with your issue, but it will let those of us that cannot yet get it, know what it looks like.

Please us these instructions for the screenshots. There are few of us that will open a .pdf or .zip file from someone we do not know. 

Instructions to post screenshots can be found here
https://community.norton.com/forums/how-post-image-forums-0

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

I did get an error from the scan. I searched online and found someone with the same errors, the fix is to run the following in cmd. I won't know if it fixes my VPN issue but at least I found something else - duplicate owner of some files and directories. I'll let you know if this resolves the problem :)
Dism /Online /Cleanup-Image /CheckHealth
Dism /Online /Cleanup-Image /ScanHealth
Dism /Online /Cleanup-Image /RestoreHealth

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Re: VPN not starting after reboot

I too do not think that those results are causing the issue with VPN. In the Stand alone Secure VPN, there are options for Launch at Windows Start, and Auto connect. So there is either a setting that Norton did not include in the 360 product or one that we cannot find. It would not hurt to fix those issues, but probably not related to anything you are seeing with Norton.

I have messaged one of my Norton contacts to try to get some help with this new product.

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

Thanks! The restore cmd is still running, should be another 10-15 minutes before I know if one issue is solved :)
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Re: VPN not starting after reboot

As expected, after all of that no change.  Still have to turn the VPN on manually.  I even added it to the allowed list in the firewall.  I'll wait for your contacts to weigh in.  Thanks again!

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Re: VPN not starting after reboot

Found this in the event log ... it's definitely not starting.

Log Name:          Microsoft-Windows-Kernel-PnP/Configuration

Source:                Microsoft-Windows-Kernel-PnP

Date:                    02/09/2019 2:23:03 AM

Event ID:             411

Task Category:    None

Level:                   Error

Keywords:     

User:                    SYSTEM

Computer:            LT

Description:          Device ROOT\NET\0001 had a problem starting.

Driver Name:        oem58.inf

Class Guid:          {4d36e972-e325-11ce-bfc1-08002be10318}

Service:                SymTAP

Lower Filters:

Upper Filters:

Problem:              0x15

Problem Status:   0xC00000BB

Event Xml:

<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

  <System>

    <Provider Name="Microsoft-Windows-Kernel-PnP" Guid="{9c205a39-1250-487d-abd7-e831c6290539}" />

    <EventID>411</EventID>

    <Version>0</Version>

    <Level>2</Level>

    <Task>0</Task>

    <Opcode>0</Opcode>

    <Keywords>0x4000000000000000</Keywords>

    <TimeCreated SystemTime="2019-02-09T07:23:03.862242700Z" />

    <EventRecordID>784</EventRecordID>

    <Correlation />

    <Execution ProcessID="4" ThreadID="332" />

    <Channel>Microsoft-Windows-Kernel-PnP/Configuration</Channel>

    <Computer>LT </Computer>

    <Security UserID="S-1-5-18" />

  </System>

  <EventData>

    <Data Name="DeviceInstanceId">ROOT\NET\0001</Data>

    <Data Name="DriverName">oem58.inf</Data>

    <Data Name="ClassGuid">{4d36e972-e325-11ce-bfc1-08002be10318}</Data>

    <Data Name="ServiceName">SymTAP</Data>

    <Data Name="LowerFilters">

    </Data>

    <Data Name="UpperFilters">

    </Data>

    <Data Name="Problem">0x15</Data>

    <Data Name="Status">0xc00000bb</Data>

  </EventData>

</Event>

Remerciements0

Re: VPN not starting after reboot

Did you have Norton Secure VPN installed before you installed the new Norton 360? If so, go into Windows Settings - Apps and uninstall that if it is showing there. Then restart your computer. Then uninstall the new 360, restart the computer, and reinstall 360 and restart the computer. Then test to see if it starts correctly.

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

No, Norton 360 was installed first.  They sent an offer to add the VPN and LifeLock.  I installed the update and I believe Norton 360 was uninstalled and then the entire program was installed with the VPN.  And I've uninstalled it several times and then reinstalled it.

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Re: VPN not starting after reboot

Looking at your event log, I cannot even see a service name called SymTap on my system with the standalone Norton Secure VPN. So maybe the new offering bundled with N360 has changed the name of the file.

Try going into services and see if you can find this item on your system. If you do find it, what Startup Type is it? Can you manually start the service to see if that enables the VPN?

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

SymTAP is part of the new version of Norton 360. The service is NortonWiFiPrivacy, it's set to automatic and the service is started, the VPN is just not turning itself on. So strange. 

I logged into my PC and found out that the VPN is not starting there either, it has Windows 7 Professional installed.

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Re: VPN not starting after reboot

I searched Norton's support site again but did not find anything about the VPN not turning on. I finally called Norton directly. Apparently it's an ongoing issue. It took the 1st tier support person about 10 minutes before she finally told me that there is a special number dedicated to this issue. She wanted to log into my computer troubleshoot herself. I applaud her effort but this would have been a complete waste of time since I need to talk to this other group.

For anyone else experiencing this problem you can call 844-346-3614. Ask for the team that is handling the VPN issue. I'll post the solution once it's fixed.

Thank you @peterweb for all of your help!

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Re: VPN not starting after reboot

Norton 360 with LifeLock VPN issue

I tried calling the number.  The first person I spoke to transferred me to the standalone VPN group.  Wasted another 15 minutes there.  He gave me the same number I called, said he couldn't transfer me back.  I called again and explained that she needed to transfer me to the SPECIAL group handling the Norton 360 with LifeLock issue (I think it was the same person who transferred me the first time).  I was pretty terse since I've been dealing with this for a few days now.  She hung up.  My next call will be to corporate. 

If I had to rate the app now it wouldn't even get 1 star and that's based solely on tech support and the lack of information posted on Norton's website.  I have been a loyal Norton user for many many years and have referred Norton to anyone I know who needs internet security.  I guess that will change as of today.

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Re: VPN not starting after reboot

Unfortunately, what you are running into is that this new 360 offering is a beta test that users do not know when it is offered. So the Support people are less likely to know anything about it. See this Blog Announcement.   https://community.norton.com/en/blogs/product-update-announcements/have-...

I have asked my contacts for help. Lets hope they can get it for you.

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

peterweb:
Unfortunately, what you are running into is that this new 360 offering is a beta test that users do not know when it is offered. So the Support people are less likely to know anything about it.

https://support.norton.com/sp/en/us/home/current/contact-chat


https://support.norton.com/sp/en/us/home/current/info

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Re: VPN not starting after reboot

I wasn't aware it was a beta when they offered it to me. The first time I saw the word beta in reference to this product was from you. I hope I get this resolved soon or I'm getting rid of it.

Thanks again! I really appreciate your help. I'll keep you posted

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Re: VPN not starting after reboot

There is a Norton update available that mentions a fix for the VPN feature. https://community.norton.com/en/blogs/product-update-announcements/norto...

Give it a try to see if it addresses your issue. If you cannot get the update right away, just keep trying LiveUpdate. New versions are released in a phased manner to allow Norton to check their telemetry to ensure there is no major problem with an new update.

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

Hi @peterweb!  The issue on my Windows 7 computer resolved itself, don't know why or how.  On my Windows 10 laptop the issue continues.  I spoke to someone at Norton.  He walked me through the fix they had.  I'll post details later in case it can help anyone else, but it didn't help me.  I'm still getting the memory error noted above.  There were several updates from Norton since yesterday but it's still not working. 

Norton and Windows need to get their act together.  I'm actually looking at Macs now.  While they have their own issues I've never seen anything like this.  Blatant disregard for their users concerns, tech support staff not alerted to the issues, lack of communication.  I've never seen this before with Norton.  They owe me years worth of subscriptions after all I've been through and the number hours I've spent on this over the last week.  I feel 5 years would be adequate compensation, don't you think?  I'm trying to keep my usual sense of humor but I've only got one nerve left and they are stepping on it 

I can't tell you enough how much I appreciate your help with this.  Thank you!!!!

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Re: VPN not starting after reboot

You are welcome.

I just hope the help I asked for does not take too long. A number of us are pushing for help with this new product line.

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

Yes me too!  Now the Windows 7 computer is not working again after running Norton live update.  And I ended up having to restore the laptop to an earlier point (I was messing around with the registry, big nono ).  Almost had to redo the whole thing but after a couple of attempts I got it back to what it was on the 11th. 

The fix they gave me didn't remove the directories it was supposed, I must have run it 5 times with the same result.  That's when I messed with the registry.  I thought if I could delete all references to Norton, Norton VPN or symtap it would allow a clean install.  Well you know how that ended, lol.

It has to be permissions or maybe a conflict with the TeamViewer VPN.  I wonder if the people having an issue are also using that or some other VPN?  Whatever it is they need to fix it yesterday!  I'll keep you posted.

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Re: VPN not starting after reboot

By the way, I think I fixed the memory error issue.  I changed the virtual memory setting and it stopped.  Then I did the restore which put it back to default and still no error.  Something went right lol.

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Re: VPN not starting after reboot

Always nice to know that you cannot screw things up all the time, no matter how hard you try.    

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

Give me time @peterweb, give me time, lol.

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Re: VPN not starting after reboot

Looks like a new version of the Norton VPN included in the new 360 products has just been released. Please run LiveUpdate from your 360. 

See the product announcement here.    https://community.norton.com/en/blogs/product-update-announcements/norto...

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

Unfortunately that's not my version :(  My version is 22.16.4.15.

I have been loading all updates but nothing has worked so far.

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Re: VPN not starting after reboot

The version given is for the Secure VPN functions. Not your Norton 360 version number. That does not change with this update.

Again, as we have not seen the product, I'm not sure where you would find the VPN version number. If you open Windows Settings - Apps, do you see a separate Norton Secure VPN app listed? If so, click on that and the version number should be shown.

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

Also having a problem getting Secure VPN to run. I click on the Secure VPN button, the system looks like it's loading something (hourglass showing), then nothing... VPN still isn't loaded. It shows as being loaded in Task Manager, but not on Norton UI ("Your connection is unprotected"), and button is showing "Turn On". Also shows that it's running in services... and apparently doing nothing.

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Re: VPN not starting after reboot

dpic44

I got an answer on the automatic startup of the VPN with the new 360 product. Unfortunately, due to some compatibility issues, the auto start feature was not included with the version in 360. You have to manually start it after a system restart. Apparently it is being looked at again.

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

McBarker

Are you using the stand alone Norton Secure VPN or the version that is included in the new Norton 360 products?

If you are using the new 360 product, see my last post to dpic44. What happens if you click on the Turn On button?

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

I'm not sure which version of 360 VPN I'm using. Tried to get it to run after installation - nothing.

Tried downloading an update from Norton. Installed, and - nothing.

Clicking the Turn On button does - nothing.

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Re: VPN not starting after reboot

So you do have the new 360 product recently released? Do you see the same Norton interface as in bjm_'s post above? https://community.norton.com/en/comment/8086041#comment-8086041

If so, Norton is aware of connection issues and is working on it.

Things happen. Export/Backup your Norton Password Manager data.
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Re: VPN not starting after reboot

@McBarker,

The fixes they have applied to date are only making the problem worse.  Just turning it on no longer works, it just hangs at trying to connect.  I have to go into services, stop and restart the service, then it will connect.  I have this issue on Windows 7 and Windows 10 computers.  The Windows 7 computer works sometimes and not others, the Windows 10 computer never works.

This is probably a permissions issue or when it is actually starting in the code.  I wonder what Microsoft has to say about this?

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Re: VPN not starting after reboot

dpic44:

No, Norton 360 was installed first.  They sent an offer to add the VPN and LifeLock.  I installed the update and I believe Norton 360 was uninstalled and then the entire program was installed with the VPN....

Hi dpic44:

From today's product update announcement Norton Secure VPN 2.3 for Windows Has Been Released:

Note: 

  • This update is available via LiveUpdate for customers running new Norton 360 product [US ONLY].
  • This update is NOT available for customers running Norton Secure VPN 1.7 Standalone Version.

3. What are the changes in this build?

  • Fixed the below issues:
    • Norton Secure VPN stays at "Connecting".
    • Incorrect message: "No Internet connection" appears on Norton dashboard.
    • Norton Secure VPN: Memory reference error while restarting or shutdown.
  • Performance enhancements

Let us know if Norton Secure VPN v2.3.0.549 for Windows has fixed the VPN errors in your "new" Norton 360 beta.
----------
32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Norton Security Deluxe v22.15.1.8

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Re: VPN not starting after reboot

FWIW, I had the same problem with Norton Secure VPN (standalone) not starting automatically, despite having the setting “Activate at Startup” enabled in the program GUI.

Using regedit I had a look in “HKCU\Software\Microsoft\Windows\CurrentVersion\Run” and noticed that the key SurfEasy had the data value “C:\Program Files (x86)\Norton WiFi Privacy\client\Norton WiFi Privacy.exe startup”, i.e. a reference to the name this product previously had. After changing it to the valid path “C:\Program Files (x86)\Norton Secure VPN\client\Norton Secure VPN.exe startup” everything worked as expected.

So at least in my case it seems as if the path wasn’t modified in the Windows system registry when the product was renamed in November 2018. Maybe someone else experiencing this problem might have the same issue.

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Re: VPN not starting after reboot

Hi @lmacri, thank you for letting me know, unfortunately it did not resolve the issue.  The VPN on my Windows 7 PC works intermittently and it doesn't work on my Windows 10 laptop at all. I've been running live update every day, still no resolution.

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Re: VPN not starting after reboot

Hi @Canopus, thanks for the suggestion.  I checked my laptop and the registry key is correct.  I had the same thought as you to check the registry way back when all of this started.  I uninstalled Norton so many times with no results I decided to delete all references to Norton in the registry.  Not a great idea in and of itself lol.  I'll check my Windows 7 PC to see what it is there.  I didn't touch the registry on that computer.  More to come ...

-------------------------------------

Ok, just checked the Windows 7 PC and the registry key is correct so that's not the issue.  The saga continues ...

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