Issue abstract: Norton Secure VPN on Mac - unable to sign-in - ‘Server Error (Error -727)’
Detailed description:
Installed Norton Secure VPN in a fresh install Mac
Tried to sign-in but kept getting a Server Error (Error -727)
Went back to another older mac which already had Norton Secure VPN running, signed out and tried to login there, same error.
Tried to delete and reinstall the app - not resolving the issue
Sign in is via manual email entry and password - not SSO
I have up to 5 device installs, I still have 2 free slots for the 2 macs after manually removed them from my account.
Product & version number:
Norton Secure VPN for Mac
Version 2.2.5.319
OS details:
Tahoe 26.5
What is the error message you are seeing?
”Server Error
We’re working to resolve an issue that prevents us from completing your request.
Try again later. (-727)”
If you have any supporting screenshots, please add them:
Have reported to support via chat - been 4 days, no resolution, no callbacks / emails as promised.
Support has not been helpful and not keeping their promises. Appreciate if anyone else has insights to this.
Thank you
@Chock_Norton Can you or another team member in the Mac area have the team look at this issue please? Two separate users with the same issue appears to be backend servicing.
@JOSHUA_CHRISTENSEN No resolution since 15 May - been told by support twice they will get in touch in 24-48 hours. First time no one got back, gave them a second chance which is by end of today (as i post this)
Issue seems to be resolved on 27 May.
Just be trying to login daily via the Norton VPN app and it finally connected.
Feedback on CX:
Had an email say someone tried to reach me by phone but never had a missed call, had to reach support via the chat again but not details on what the supposed contact was about - another roundabout session
Issue resolved, but its sad to see how badly the customer experience has become - I’m sad to say the AI chat assistance responds with more empathy than some of their human support staff.
Thanks for posting back with your status. Although I had tagged a Norton contact to assist I cannot say yes or no regarding whether they directly or indirectly too any actions. FWIW, support for most companies is a hit and miss these days. Its farmed out to unfamiliar and mostly untrained people trying their best to make a decent living. Not like in the days I remember when the support people had training and knew what decorum and respect were all about. Glad you have your issue corrected.
@SoulAsylum Thank you for your help in flagging this to a Norton Contact. Definitely not sure who had dealt with the issue of logging into Norton Secure VPN on Mac. And it is sad to see support for most long-established companies take such a backseat in the customer experience.
That said, i will said the connection is rather unstable for the usual countries i use, so not sure if there’s a further issues to be dealt with.
The main issue for this thread - which is logging in - is working at least.
