Norton VPN works fine on my PC, but for both Samsung devices VPN is very, very slow for the last 8 days. No error messages.
I just got back online, and the first suggestion I was going to make was to check the sent folder. It is a little unintuitive that it takes you back to the page that it does instead of back to the main app settings.
Anyway. Thanks for sending the logs.
As far as usability issues, you can make suggestions. But Norton does not work with individual users for things like this. Product Suggestions board https://community.norton.com/forums/product-suggestions
EDIT
Just looked back over past posts and when I suggested power cycling modem and router, you only noted rebooting the router. Are you using a combined modem/router from your ISP? If not, did you also power cycle the modem?
Ah, wait, I checked my Sent folder and I have sent it multiple times.
I usually get a "sent message" notice, but didn't get it. I looked like it worked on my end. I hope you got all 6 of my messages (5 are dups).
There a bunch of usability issues I could help you with if your developers are willing to do more coding to make it easier on your customers.
Thanks.
It almost worked. It did bring up my email app, Outlook, with the email address filled in.
BUT... when I pushed send, it moved back to the "Error Log Report" screen with the filled in Support Case ID and the "Briefly describe your issue". -loop
So I tried a different email address (I own) in Outlook to the same filled in address that goes to Norton, but still the same loop.
So I tried a different email app (gmail), but still the same loop.
This seems much harder than it should be. Other ideas?
I just initiated a 'send error report' to test the system. When you hit the send icon, you need to choose which email client you want to use. Tapping on that will initiate the email message with the logs attached and the email address to Norton already filled in. You can fill in the additional information that is asked for in that email.
"after the issue has happened, go back to the Debug Log settings and then tap on Send Error Report with log files"
What? When I hit the "send" icon, it pops up with people I have emailed, then apps such as Outlook, tumblr, drive, gmail, etc etc.
When I click on the "back" button and hit "Send Error Report" it takes me to the place were I fill out the Case ID and description (now blank) -- loop.
What is the Norton email address? I can send it via Outlook if you give me one.
As I noted above, there have been users seeing these drastic speed reductions that we have not been able to resolve here. As you are seeing this on all devices, and only recently, try power cycling your modem and router.
If that does not help, it sounds like you have fallen into the group that has had this issue with no solution.
At least you can send logs to Norton to see if there is anything they can identify on your mobile device that may be causing this issue.
Open the 360 app and tap the three bars at the top left. Tap on Settings > General, and scroll down to the Logging section. Turn on Enable Debug Log. Then continue using your device until your issue happens again. In your case, take speed tests with and without the VPN active. After the issue has happened, go back to the Debug Log settings and then tap on Send Error Report with log files. In your submission please include "forum 'your username' " in the Case ID section of the report. Also include a link to this thread. You can turn off logging when you have sent the logs.
If you do send logs, please let me know and I'll notify my contacts to look for them.
I just spent a few hours working on that. It made a difference, but not enough to close this problem.
Results:
Galaxy 10+ Phone:
50Mb, DL - VPN off
1.7Mb, DL - VPN on
Remove Norton 360 completely, reboot, reinstall N360:
16Mb, DL - VPN on
So, speed of the phone increased by 9x, but is still 68% slower than without VPN
Samsung Tablet A:
37Mb, DL - VPN off
2.0Mb, DL - VPN on
Remove Norton 360 completely, reboot, reinstall N360:
8.0Mb, DL - VPN on
So, speed of the tablet increased by 4x, but is still 79% slower than without VPN
Come on Norton, please find a solution for this serious problem.
I tried a different location on my phone with fast.com.
(I don't know how to choose different cities in the USA, so I changed it to Canada).
Same results:
DL: 1.7 Mb -- USA VPN on <<< 97% slower when Norton VPN is on
DL: 2.1Mb -- Canada VPN on
DL: 50Mb -- USA VPN off
But now my PC measures only a 20% decrease in speed:
DL with VPN on: 46,
DL with VPN off: 57
Just to be clear, I have not received VPN services from Norton for over 2 weeks now, and my mobile devices are unprotected. I hope you are working on a solution for me.
I experienced the same reduction in speed on a Tab S7+ following the November system update. I deleted the the VPN profile under Connections - More Connection Settings then deleted the Secure VPN data and cache, rebooted the tablet and setup Secure VPN again and it seems the problem has been resolved. Hope this solution works for you.
Try changing your virtual location to see if there is any improvement in speeds.
There have been a number of users posting here about these drastic speed reductions. Unfortunately, we have not been able to figure out what the solution is for these users. It does not affect all users, so it appears to be something on those systems that does not play well with Norton's VPN.
It is odd that you only started seeing this a little while ago. Maybe you can try a Windows System Restore to a date before you saw this speed reduction. If you can, and it fixes your speed issue, then try to carefully monitor any changes to your system to see if you can pin point the cause.
I have an update, I tried the speed test on my PC for fun and received similar results: With Norton *VPN off*: ul: 60mb, dl: 13mb With Norton VPN on: ul: 16, dl: 11mb So there is a drastic decrease in speeds in all devices (after a cold boot of the ATT Uverse router)
I powered my router down, cold boot, and have these readings:
Fast.com (confirmed by ATT speed test):
with Norton VPN on: download: 2.0mb, upload: 880kb, a few seconds later I turned off the VPN…
without Norton VPN: download: 55mb, upload: 9.5mb
I did another update to all apps today (which had Samsung Webview in it to be updated) and have the same results as above.
I have no idea about if the OS was updated in the Oct 20 update.
Yes, every three days, I update all apps on the two Samsung devices.
So, Norton is not seeing this in a bunch of other Samsung devices? I should contact Samsung?
Have you done any speed tests to quantify the loss in speed?
Are you only seeing this on your home network, or do you see it outside the home? If only in the home, try power cycling your modem and router.
The last update you note being October 20, seems to be close to the date you started seeing the reduction. Did the OS version get updated in that update, or was it just a security update?
And just to confirm, when you update every three days, you update all apps on the devices? The Samsung Webview app has caused different connection issues when it is not up to date.
I have made no changes for over a year: I have both cell data and wifi turned on. It still goes to my house’s router.
I use the VPN with Norton 360
I update all devices every third day. I update the OS whenever Samsung says they have an update.
Galaxy S10+ Software: G975USQS6GUJ2, last updated: Oct 20, 2021
Android ver : 11, Kernel ver: 4.14.190-abG
I turn off both devices every night after using them.
The reason I know it’s the VPN is that I try the Norton VPN every day, it is horribly slow for the last 8 days, then I turn it off and re-start the apps and they all work as usual load time (but with no security ie, VPN).
Are you using cell data or wifi on those devices?
Are you using the stand alone Norton Secure VPN app, or the VPN feature included in Norton 360?
What Android version is on your devices? Did you just get any updates to either device?
Try restarting each device to see if it helps with the speed issue.