Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.
Issue abstract:Norton VPN Standard not launching
Detailed description: I am getting the following error message SomethingWentWrongOnOurEnd_nortongen (We’re working to resolve an issue that prevents us from completing your request. Try again later.) (Error Code: -5044)
There do not seem to be any issues reported on your site, so is this something to be concerned about?
Product & version number: Norton VPN Standard
OS details: Windows 11 Professional 64 bit
What is the error message you are seeing? SomethingWentWrongOnOurEnd_nortongen (We’re working to resolve an issue that prevents us from completing your request. Try again later.) (Error Code: -5044)
If you have any supporting screenshots, please add them:
It depends when it updated, but I first noticed this issue yesterday, so it is a possibility. As I can’t open it, I cannot tell which version I am on. Are others affected?
How can I get Norton to investigate this?
How long have you been using the Norton VPN? Has it been working correctly in the past?
The message indicates that it is an issue on Norton’s end, not with your installation.
Check in your Norton Account to see if it shows the VPN subscription as still active.
Hello @Tuliptownman ,
That message:
“SomethingWentWrongOnOurEnd_nortongen … (Error Code: -5044)”
means the VPN is hitting an issue on our backend while trying to start/activate.
Please try the following steps:
-
Confirm your VPN subscription is active
** Go to my.Norton.com and sign in.
** Check that Norton VPN Standard shows as active and associated with your account (not expired or cancelled).
-
Reboot and retry
** Restart your PC.
** After restart, launch Norton, sign in if prompted, then try Norton VPN again.
-
Reinstall Norton VPN (if still failing)
** In Windows, go to Settings > Apps > Installed apps (or Programs and Features).
** Uninstall Norton VPN (or your Norton VPN Standard app).
** Remove the old downloaded setup files from your Downloads folder(just to prevent using the old build)
** Then sign in to my.Norton.com, download Norton VPN Standard again, install it, and try to launch the VPN.
If you still see -5044 after that, please contact Norton Support and mention:
- Error code -5044
- Windows 11 Pro 64‑bit
- Rough time it last happened
For your privacy, don’t post your email, product key, or other personal details here; only share those directly with Support if needed.
3 Likes
Thanks for this.Unfortunately despite uninstalling and rebooting, the download is not working, so I cannot reinstall it. This is the message. I have hidden the request ID as that is probably unique to me and may not be appropriate to share.
Active until August 2026. Its been fine until the last 2 or 3 days. Odd that it might be a problem at Norton’s end. Surely it would effect more people than just me. There must be millions using the product around the World.
Possibly. I have uninstalled the program but can’t reinstall it.
Do you also have Norton 360 on your system? If so, the newer versions of the standalone VPN app will not activate if you have 360. You have to choose between the two.
I have Norton Internet Security. Norton VPN Standard was working fine alongside it until recently. After following the advice received from a Norton employee. I removed the VPN and now cannot reinstall the Secure VPN included as part of the Internet Security subscription.
1 Like
The new standalone Secure VPN now requires a separate subscription .
Unfortunately, on a Windows PC you can have the standalone VPN app or another Norton
security app such as 360 or the older Internet Security. Not both. If you had the standalone installed before they brought this restriction in place, the standalone app would still function, but not with the full features of the newer standalone app. When you uninstalled, you triggered the new activation process which makes you choose between VPN and the other Norton security suites.
1 Like
I uninstalled following the advice given in this thread by @nivasraja - I will wait until after the weekend, but it seems that I will have to contact Norton Support to get this resolved. I have paid for a product that I should be able to use and if that is no longer possible then I will require a credit for the unused period to be offset against the new product.
Did you also purchase a subscription to the newer VPN standard?
What added feature(s) in the new standalone product do you feel you need that is not included in the VPN included with 360?
Why would I? Its not new. I have had Norton VPN Standard since 2017, at the same time as taking out the subscription to Internet Security. Renewed annually. All I want is for it to do what it says on the tin. Unless they say it is at end of life and that they are stopping to support it and provide an obvious path to a newer product in the same way that Microsoft do with Windows there should be no reason to replace it.
What version of Norton Internet Security do you have? This was an older product that was replaced years ago with the 360 Product. The only way to keep the older product is by using the automatic renewal directly from Norton. Which by the way is at a higher price than just purchasing a new subscription to the newer Norton 360.
Does your Internet Security come with a VPN feature?
The standalone VPN app you have been using since 2017 would have activated with the Internet Security subscription or the 360 subscription when that product came online. The latest version now includes some malware protection and cannot be installed on a system that has Norton 360 on it. Thus it requires a separate subscription just for the VPN app. This may be what you are running up against.
1 Like
2017 isn’t really years ago in the grand scheme of things and it is still updating.
Program Version is 26.2.10802 (build 26.2.10802.0)
I can see that the annual renewal is higher than a fresh 360 subscription which is shocking.Norton should be flagging this up. I am sure that there is probably something in UK consumer protection regulations that requires them to do so. There certainly is for energy bills and rail fares.
I will contact their customer services and see what can be done
That is the current version of the 360 program. Does your Internet Security show a VPN feature?
Please update this thread if/when you get a resolution from Norton Support.
Hello @Tuliptownman ,
Sorry for the delayed response.
To resolve this message (Something went wrong - please try again later) during the download via my.norton.com, please try the below,
- Sign in to your account via the My Norton portal.
- Ether from the main page or My Subscription, Click Download.
- You would be redirected to the next page where you would see the options like below,
- In this page, click “Install on New Device” or “Send Download Link” (depends on the option you get)
- You would be redirected to the next page where you would see the options like below,
- In this page, click the tab “Copy Link” and click “Copy”.
- You can paste the copied URL into the address bar, which should download the installer for you.
Please NOTE: The method steps applies only for the download issue. To your original issue, please continue with our initial response(if the issue persists).
