Device VPN vs. Personal VPN - why does Norton 360 set up both?

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

Issue abstract: Norton 360 automatically installs and sets up a VPN at both the Device level and the Personal level on my iPad. Why is this necessary?

Detailed description: The Personal VPN disconnects/reconnects multiple times daily, interfering with my ability to get anything done on my iPad. I shut it off (still keeping the Device VPN running) and I stay connected with the internet.

Product & version number: Norton 360 with Lifelock Ultimate Plus V2.95.0.20240822.373

OS details: iPad Pro (2nd Generation); iOS v 17.6.1

What is the error message you are seeing? No error messages (until I disable the Personal VPN). The basic question is: Why do I even need two VPNs going simultaneously?

If you have any supporting screenshots, please add them:

The two ‘VPNs’ in iOS settings represent the actual Norton VPN feature of 360 and the Safe Web feature of 360. Both profiles are set up during the Norton installation. On my iPhone the settings page shows which profile is for which feature. You cannot control these features from the iOS settings page. If you do turn one or the other off, you will see it turned back on within 30 seconds.

To control the VPN or Safe Web features you use the controls in the 360 app.

What are you doing on the iPad when you see this issue with your connection?
Do you keep the VPN feature enabled?
Is this on your home network or somewhere else?

1 Like

Thanks for the quick reply.

This happens when I am connected to a public wi-fi that is not password-protected (generally, a hotel). The disconnection/reconnection to said wi-fi has been happening on an increasing basis in the past 4 months. Before that, no issues.

And I have found that I can manually disconnect the VPN by going to the VPN in iOS Settings, clicking on the “circled i”, and then deactivating the “Connect on Demand” switch. When I experience this issue, I deactivate the “Norton 360: Secure VPN” VPN in the Personal VPN section, leaving the “Norton 360” VPN in the Device VPN activated. The iPad then stays consistently connected to the wi-fi. Norton 360 then gives me error messages telling me that the wi-fi is not secure (due to it not being password protected). However, the Device VPN is still active.

I’ve been doing some research on the internet and have not been able to find an answer regarding why two VPNs are needed.

1 Like

Sorry for late reply. Life got in the way.

As I noted above, you cannot control the Norton VPN from the iOS settings. You can turn one or the other off, but if you just wait and watch, it will be turned on again within a minute. You can only turn the VPN feature on or off from within the 360 app.

It is not two VPNs that are installed. The Safe Web feature in 360’s Internet Security section uses iOS’s VPN programming API’s. This is because of the way Apple locks down the OS, and it is the only way Norton was able to implement the cross app communication between the Safe Web feature and the browser you are using.

3 Likes

Okay, that’s understandable. Appreciate the explanation.

I have to say I dislike Norton’s implementation, but maybe it will be improved in the future.

I have never tried other security apps on iOS to see how they implemented any internet safety features like Norton’s Safe Web. Maybe they also have to use the same workaround, or they just don’t provide that feature.

So unless Apple opens up more OS access to developers, I don’t see Norton changing anything.

“And I have found that I can manually disconnect the VPN by going to the VPN in iOS Settings, clicking on the “circled i”, and then deactivating the “Connect on Demand” switch. When I experience this issue, I deactivate the “Norton 360: Secure VPN” VPN in the Personal VPN section, leaving the “Norton 360” VPN in the Device VPN activated.”

This works for me also. After upgrading to iOS 18.0 I found that I could neither print from my phone (“printer is offline”) nor access the ChatGPT app. After turning off Secure VPN, my access to printing and ChatGPT was restored.

I don’t understand why this only recently became an issue, but I’m glad there is a solution.