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Issue abstract:VPN blocks access to all printers
Detailed description: If VPN is turned on, both network printers (one HP, one Brother) show as being offline. If I turn off VPN, I can connect and print on both printers.
I have looked at multiple postings here and tried every suggestion I could. None helped. My network is set to private. No devices are blocked. The main posting I tried to use is here.
I cannot add a printer, either. Brother iPrintAndScan seems to see my Brother laser but says it’s in sleep. If I try to add a Brother printer using that utility, it says no network connection, if I remember that try correctly.
Product & version number:Norton 360 standard. I can’t find a version number but I regularly check to see if there are updates and always install them.
OS details: Windows 11 Home
What is the error message you are seeing? Printer offline
If you have any supporting screenshots, please add them:
When you have Norton 360’s VPN active, your printer may appear offline because the VPN creates a secure “tunnel” for your internet traffic, which can prevent communication with other devices on your local network, like a wireless printer. To fix this, you need to adjust your Norton VPN and computer settings.
Solution 1: Enable access to local network devices in Norton
This is the most common and easiest fix, as it allows your PC to communicate with devices on your local network while the VPN is still active.
Open the Norton 360 application.
Click on the Privacy section, then select Open within the VPN area.
Go to the Settings tab.
Find the option called “Access Local Devices with VPN” and turn it on.
Solution 2: Use split tunneling
Split tunneling allows you to choose which applications use the secure VPN connection and which use your standard internet connection.
In the Norton VPN settings, go to the Split Tunnel feature.
Turn the feature on, then click Add.
Find and add your printer’s software (e.g., the .exe file) to the list of programs that can bypass the VPN.
Solution 3: Change your network trust level
Your network may be configured as a public network, which can impose stricter security rules.
Open your Norton 360 settings.
Find the Firewall section and select Program Control.
Locate your home network and ensure its trust level is set to “Private”. If Norton changes this setting back to “Public,” change it again.
Solution 4: Perform general troubleshooting
If the VPN settings are already correct, try these standard steps to resolve connectivity issues.
Restart everything. Reboot your computer, and power-cycle your printer by unplugging it for 30 seconds.
Update your software. Make sure you have the latest versions of both your Norton 360 software and your printer drivers.
Check your connection. Ensure both your computer and your wireless printer are connected to the same Wi-Fi network.
Try a different VPN region. In your Norton VPN settings, try connecting to a different VPN server region.
Check the firewall. Although less common, temporarily disabling the Norton firewall can help you identify if it is the root cause. If it fixes the problem, you will need to add an exception for your printer.
Many different issues can cause a printer to appear offline, even without a VPN. These issues can be related to the printer’s power, network connectivity, internal software, or the computer it’s connected to.
Power and sleep settings
Printer sleep mode: Many wireless printers have an energy-saving sleep mode that can cause them to disconnect from the network. If the printer doesn’t properly reconnect when you send a new print job, it will show as offline.
Solution: Adjust the printer’s power settings from its control panel menu. Set the “Sleep after Inactivity” and “Auto Off after Inactivity” settings to the longest possible time to prevent deep sleep.
Faulty power connection: A bad cable, power strip, or wall outlet can cause the printer to lose power intermittently.
Solution: Ensure the printer is plugged directly into a working wall outlet, not a power strip.
Network and connectivity problems
Weak Wi-Fi signal: Thick walls, other electronics, or distance can cause a weak or unstable wireless signal.
Solution: Move the printer closer to your router, or restart both your printer and router to refresh the connection.
Changing IP address: Your router can assign a new IP address to your printer after a restart. Your computer may still be looking for the old, now-incorrect IP address.
Solution: Assign a static IP address to your printer through your router settings or the printer’s menu.
Router frequency incompatibility: Some older printers only support the 2.4 GHz Wi-Fi band, while your computer may be connected to the faster 5 GHz band.
Solution: Check if your router settings allow for a separate 2.4 GHz network and connect your printer to that one.
Computer and software problems
Stuck print jobs: A corrupted document in your computer’s print queue can stop all subsequent jobs and make the printer appear offline.
Solution: Cancel all pending print jobs. In Windows, go to Settings > Bluetooth & devices > Printers & scanners, select your printer, and click Open print queue to clear the list.
“Use Printer Offline” mode: A setting on your computer may have been accidentally enabled, which tells the computer to use the printer offline, even if it’s connected.
Solution: Navigate to your printer’s settings and uncheck the “Use Printer Offline” option.
Print spooler errors: The Windows Print Spooler service manages all print jobs. If it stops or gets corrupted, it can disrupt communication with your printer.
Solution: Restart the Print Spooler service via the Services app on your Windows computer.
Outdated or corrupted drivers: The software driver that allows your computer to communicate with the printer might be out of date, incompatible, or corrupted.
Solution: Uninstall and reinstall the latest printer driver directly from the manufacturer’s website.
Physical and hardware issues
Loose or faulty USB cable: If you use a wired connection, a loose or damaged USB cable can cause a dropped connection.
Solution: Ensure the cable is securely plugged into both devices. Try a different USB port or replace the cable.
Internal printer issues: A paper jam, low ink/toner, or an open cover can cause the printer’s status to show as an error, which is often mistaken for an offline state.
Solution: Check the printer for any alerts or blinking lights, and fix any immediate hardware issues.
I have tried everything you suggested in your post, based on an earlier thread, except using split tunneling. The first one,Access Local Devices with VPN, had always been checked. Nonetheless, I turned it off and on again, with rebooting, a while back. It made no difference.I also have always had it set as a private network.
I couldn’t figure out what software my two different printers (HP and Brother) are using to put them into split tunneling. I think the HP just uses the Windows drivers. Not sure about the Brother.
I found my version number. It:s 25.9.10453 (build 25.9.10453.954) Live Update says I’m up to date.
Under Firewall, I don’t have anything blocked. I haven’t tried turning off Smart Firewall completely, but will give that a shot later.
So, HP or Brother printer programs are not listed with your Program Files. You’d be looking for their main executable. Maybe, they have desktop shortcuts that’ll point to there installed location.
