Couldn't turn on VPN - Norton 360 with VPN included

Norton VPN for Windows
1

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract:

Norton 360 with VPN Windows 7 - VPN will NOT turn on

Detailed description:

Simply that: Trying to start up VPN from inside 360 Home Screen - VPN is off, Couldn’t turn on VPN.

Trying to start VPN from Desktop Icon I get 3 Screens:

Stay safer across all Wi-Fi Networks

Guard your online privacy with bank-grade encryption

Hide what you do online - with ‘Sign In’ button’ which looks busy then repeats this screen and Sign In, in a loop.

This just started a few days ago and I thought that an update would fix it but nope. It’s been working perfectly for several years now and suddenly stop ??? I should note that 360 itself seems to be operating as expected.

I’ve tried all the suggestions I’ve found in this community and also in Norton Support and not a single thing works and gets my VPN up and running again. Uninstall, reinstall, trouble shooting, repair both Norton 360 AND Vpn, etc, etc.

Something has happened though because when I look up Settings>Smart Firewall>Network, yesterday it show as no Network available even though Live Update could access the internet but just now Network is connected. All other programs that require an internet connection work normally (Browsers, emails, etc).

I found a thread here with a similar problem and posted to that but received no response or any idea what might actually be the problem, although I suspect a update bug.

In a single sentence though - I am not happy after around 30 years of being a 100% Norton fan am not getting any resolution or even a note as to what is exactly happening. Can someone please let me know what is causing this and when will a fix be available ?

Product & version number:

Norton 360 with VPN included

Norton Security 25.9.10453 for Windows

OS details:

Both Windows 7 SP1 and Windows 10 computers

What is the error message you are seeing?

Couldn’t turn on VPN

If you have any supporting screenshots, please add them:

Non Needed.

2

https://community.norton.com/t/norton-360-vpn-not-wotking/422008/36

Did you report/document issue via Norton support?

fwiw ~ my Turn on/off VPN & VPN is off/on…switch appear to work as usual.
W11
25.9.10453

3

Thanks for your reply bjm.

I’ve read and tried everything from here, Support, Norton pages, random posts in other communities, etc. Nothing.

I tried with Norton Support but, unless I’m doing something wrong I get stuck in a loop of the ‘do this, do that’ help but couldn’t find an area where I could actually post something like my post here to explain. I’ll go back and try again.

I was under the impression that Norton programmers monitored this community for problems posted here.

Perhaps not.

I just started up my computer a couple of morning ago, as normal, nothing unusual - VPN didn’t work so I did the same with my Windows 10 computer - same. So I have no idea why yours works and mine doesn’t which is why I posted my frustrations here - If I have a problem, I always need to know the reason - and I can’t find a reason.

4

Please review: How-To Contact Norton Support
Norton support United States 1-800-745-6061 or 1-800-745-6034

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Please try typing “agent” within Chat dialog three times to reach human agent.

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Please review: How-To Contact Norton Support

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5

Thanks again. I finally got a bug report through to Norton support. I guess I just have to wait.

What made me so angry is that VPN just stopped working, couldn’t load, for absolutely no reason at all after just working for the last few years I’ve had it installed.

I guess I’ll still get charged my annual support fee whether it’s working or not.

1 Like
6

Users may cancel subscription renewal anytime and delete their billing profile.
Users that do not want automatic renewal are urged (by users) to Unsubscribe and Delete their payment profile…~65++ days ahead…far enough ahead to avoid being billed.

7

I’m back to being in a good mood and again, a flag waving fan of Norton.

I just couldn’t give up, therefore,Thanks to your detailed instructions, I kept trying and finally connected with a real tech at Norton and I’ve been online with him for a couple of hours.

A real Technician who cleaned, reinstalled, cleaned and re-reinstalled and Norton 360 with VPN is again working perfectly. He logged in remotely and I could see on my screen what he was doing. Very impressive.

He didn’t give me a reason as to what was wrong but my suspicion is this: I originally had Norton Antivirus with a stand alone VPN installed. When I upgraded to Norton 360 with VPN it left bits of the standalone VPN in the registry and various other places, then a recent update conflicted with something and the rest is history.

The Tech cleaned out every trace of Norton products and with a clean install, all working perfectly. My computer is also running faster as well so who knows what ‘junk’ is lying around inside the operating system.

Thanks to the Norton Tech and thanks to you.

2 Likes
8

Kudos :+1:
Thanks for sharing your progress.