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VPN Log in problems.

Postado: 16-out-2021 | 1:43AM · 17 Respostas · · Translation:

I've been having issues with logging into my VPN. I've tried every which way to fix it, but nothing worked. I got in contact with support and had one of their representatives try to fix. I even had the rep access my computer remotely to see what the problem was. The rep tried everything, I mean everything, with no result. We spent at least 2 hours on it and at the end the rep says that he's moving my case up to "Senior Specialist", but they're gonna call me in 24- 48 hrs time!? What!?  The problem I'm having is after I log my username and password, when I go to load it. It loads and then glitches two times and goes back to log in pop up.  At this point there does not seem to be any way to resolve my issue, and now I don't have any protection and have no idea when or if it'll ever be resolved. Should I just try to get my money back and move to another VPN? I'm leaning more into moving to another company, but I want money back.

Respostas

Kudos0

Re: VPN Log in problems.

Postado: 20-out-2021 | 7:22PM · Link permanente

Purchased Secure VPN  today and I'm having the same issue. Once I try to log in, it flashes twice and goes back to login screen. 

M1 MacBook Proo  - Big Sur 11.6 

Kudos0

Re: VPN Log in problems.

Postado: 22-out-2021 | 3:16PM · Link permanente

I would see if you can cancel your subscription, I'm trying to figure out how to get my money back at this point. I'm gonna go with either Nord vpn, Express vpn or Surfshark. Norton vpn is nowhere near the top ten vpn's. That should tell you about their service.

Kudos0

Re: VPN Log in problems.

Postado: 26-out-2021 | 12:14PM · Link permanente

Norton VPN Secure is now working after I updated the OS to Monterey

Kudos0

Re: VPN Log in problems.

Postado: 31-out-2021 | 2:50PM · Link permanente

I am had the exact same experience, hours on chats, log on to my iMac to correct problem several times with no success. Referred to senior level support several times, never got call backs that were promised. Still not working, no refund because it dragged out over the refund period. Not very happy.

Kudos0

Re: VPN Log in problems.

Postado: 31-out-2021 | 6:38PM · Link permanente

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

Kudos0

Re: VPN Log in problems.

Postado: 31-out-2021 | 7:28PM · Edited: 31-out-2021 | 7:35PM · Link permanente

This is an addition to my previous post. This sort of stuff has been going on for months now.

  • Connecting...
  • 8:01 PM
    Connected. A support representative will be with you shortly.
  • 8:01 PM
    Support session established with Jhunnu T.
  • 8:01 PM
    You have granted full permission to Jhunnu T. To revoke, click the button in the upper-right corner.
  • 8:01 PM
    Remote Control started by Jhunnu T.
  • Welcome to remote session. We are now connected , now you can end the previous chat session.8:03 PM
    Jhunnu T
  • Please sit back and relax while I check the issue for you.8:03 PM
    Jhunnu T
  • 8:04 PM
    Jhunnu T has sent a link: my.norton.com
  • 8:27 PM
    Jhunnu T is rebooting your computer...
  • 8:27 PM
    Remote Control by Jhunnu T stopped.
  • 8:27 PM
    Connection closed. Attempting reconnection...
  • 8:28 PM
    Connecting...
  • 8:28 PM
    Connected. A support representative will be with you shortly.
  • 8:28 PM
    Support session established with Jhunnu T.
  • 8:29 PM
    Remote Control started by Jhunnu T.
  • I need to escalate your case to our senior level team.8:31 PM
    Jhunnu T
  • Ok, what now8:32 PM
    Richard Hunt
  • In order to complete your call back request, please provide the phone number at which you can be contacted along with the time zone?8:33 PM
    Jhunnu T
  • Xxx-xxx-xxxx Don't know the time zone. I'm in Edmonton, Alberta, Canada8:35 PM
    Richard Hunt
  • Thank you for the information. May I know the best time to reach you?8:36 PM
    Jhunnu T
  • 6 pm, you need to undo the dns changes you made8:37 PM
    Richard Hunt
  • i have undo the changes.8:38 PM
    Jhunnu T
  • ok8:39 PM
    Richard Hunt
  • Thank you for the information.8:39 PM
    Jhunnu T
  • I am escalating your case to our senior level team and they will reach you back with 48-72 hours.8:39 PM
    Jhunnu T
  • Apart from this Is there any thing else I can assist you with?8:39 PM
    Jhunnu T
  • Ask them to email me at xxxxxxxx@xxxxx.xxx and let me know when they are calling8:41 PM
    Richard Hunt
  • I am really our team provide only chat and call support so we cannot email you however please rest assured our team will surely reach you back.8:42 PM
    Jhunnu T
  • I have a life, I may not be home when they call8:43 PM
    Richard Hunt
  • We had a time and day set up before and they never called8:44 PM
    Richard Hunt
  • I totally understand that however it got delayed due to the weekend and please rest assured this time this will not happen again.8:46 PM
    Jhunnu T
  • You will surely get a callback from our senior level team.8:46 PM
    Jhunnu T
  • Please let me know the best time to reach you when you are available so that our team will reach you at the at time.8:47 PM
    Jhunnu T
  • Delayed because of the weekend ?? They were supp[osed to call yesterday at 6 pm8:48 PM
    Richard Hunt
  • I am really sorry for the hassle caused to you, however as we are working with limited agents and we are receiving high number of call due to which it dot delayed. However I am escalating your case on top priority and you will receive a call back tomorrow.8:52 PM
    Jhunnu T
  • At 6 pm Edmonton Alberta, Canada time ?8:53 PM
    Richard Hunt
  • Thank you for the information.8:53 PM
    Jhunnu T
  • Is there any thing else I can assist you with?8:54 PM
    Jhunnu T
  • No thanks8:54 PM
    Richard Hunt
  • You will receive a Customer Satisfaction Survey by email within the next few days. You are welcome to express your overall opinion of Norton Support in the survey. Your feedback is much appreciated and helps us improve our customer service.8:55 PM
    Jhunnu T
  • It was a pleasure to help you. Thank you for being a Norton customer and have a great day!8:55 PM
    Jhunnu T
  • Can you send me a copy of this session8:58 PM
    Richard Hunt
  • I am really sorry I cannot send you the chat transcript however you can copy and save it.
Kudos0

Re: VPN Log in problems.

Postado: 01-nov-2021 | 1:29PM · Link permanente

I am having the same problem too...a few days ago I noticed that I suddenly had VPN connection difficulties.  I uninstalled / reinstalled Norton VPN and tried to log back in, and like others in this thread I found that I'm unable to do so - after the redirecting prompt I am returned back into the login screen.  I'm on a Macbook using Big Sur 11.6. not yet updated to Monterey - hopefully it will work after I've installed it.

Kudos0

Re: VPN Log in problems.

Postado: 01-nov-2021 | 3:43PM · Link permanente

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: VPN Log in problems.

Postado: 02-nov-2021 | 8:22AM · Link permanente

Well my joy was short-lived VPN stopped launching, now it just gets stuck while starting up. I was able to run it for one day after upgrading to Monterey.

Kudos0

Re: VPN Log in problems.

Postado: 03-nov-2021 | 3:36PM · Link permanente

Same here - VPN worked again briefly this evening, then lost connection and was unable to log back in as before

Kudos0

Re: VPN Log in problems.

Postado: 10-nov-2021 | 1:58AM · Link permanente

I just called as I have not been able to access VPN for over a week, keep being told its a problem on their end and will be 24-48 hours to fix. I was told that on Sunday, 3 days later still waiting. I rang to cancel my subscription and was told - They would remove automatic renewal, but i couldn't get a refund for the 190 days still left on my subscription, but they would add 30 days onto the end of my subscripted time for the time I could not access VPN. There was no notification that my VPN was not working surely they should let people know that there is an issue, so no protection when been out and about. 

Kudos0

Re: VPN Log in problems.

Postado: 10-nov-2021 | 10:53AM · Link permanente

I’ve switched over to SURFSHARK VPN. I wish I’d never ever wasted my money with Norton, but such is life. I looked up the 10 best VPN’s and Norton was not one of them!? That should give you a clue as to how good or bad their product is. Don’t waste your time and just switch over to either, Express VPN, Nord VPN or Surfshark VPN.. you’ll be much much happier. I’ve already taken a loss with Norton and know I can’t recoup my monies but hey you live and learn. Good Luck!
Kudos0

Re: VPN Log in problems.

Postado: 14-nov-2021 | 10:11AM · Link permanente

Now that it appears that we have Norton’s attention, some sort of official statement would be nice.

Maybe a we’re sorry, this is the problem, we’re fixing it as fast as possible, hopefully within a week or two.

We are working hard to improve our customer service, etc, etc.

Norton used to be an excellent name years ago. Not so now

Kudos0

Re: VPN Log in problems.

Postado: 17-nov-2021 | 11:25AM · Link permanente

When trying to turn on Secure VPN, I get "Connection error.  Please try again later."  This has been been going on for several days.  When is 'later?"  

Kudos0

Re: VPN Log in problems.

Postado: 18-nov-2021 | 5:57AM · Link permanente

I am also experiencing the same issues with the Norton VPN for my Mac since a few weeks ongoing now.

The online chat seems to be only available during certain periods of the day and has the tendency to drop you to the end of the queue system.

I've allowed a Norton operative on more then one occasion to screen share in hope to resolve the issue and no troubleshooting has corrected the matter.

The narrative is that they are experiencing a "world wide server issue ".......This has been ongoing for various weeks and still no solution, no promised call back from a "level 2 team" and no customer service department to raise this issue.

I am seeking to be reimburse for this circus show.

Any updates? 

Kudos0

Re: VPN Log in problems.

Postado: 27-nov-2021 | 12:36AM · Edited: 27-nov-2021 | 1:11AM · Link permanente

 I had to have remote one-to-one support to get my upgrade to Norton 360 installed  a while back and while I very much appreciated the considerable time the courteous representative spent, I didn't  understand why it was necessary, given that I never seemed to have installation problems with other vendors software.

Things had been going well until the"new" vpn came along and now it's happening again. I wonder if it's time to give up, especially as the one and two year deals for highly regarded alternatives  are so tempting. I used to think Norton only had a problem with Macs, but a glance at the Windows vpn forum shows it's much bigger. If, as stated  by the representative above, "this issue is widespread over all versions. There is a syncing error between the Norton product and the updates" , why don't I see a formal statement to this effect from Norton? The Norton service status page says "all services are running without problems" and all the boxes are ticked but there isn't a box for vpn.( There are boxes for other components of Norton 360, such as the password manager)

Kudos0

Re: VPN Log in problems.

Postado: 28-nov-2021 | 6:07AM · Link permanente

Just an update. As I was about to give up, I thought to do one other thing - turn off the Norton 360  firewall for connections. Immediately the problem was fixed! I turned the connections firewall back on expecting the problem to return but so far it hasn't.

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