I have a problem with Norton Secure VPN for WINDOWS 10.
Please excuse the length of this problem statement and request for assistance. I am trying to give a complete description of the problem.
After the most recent update to my Norton 360 installation I have had a chronic problem; if I try to turn on VPN for a few seconds it is active, then it sends a system message stating that my web connection has gone down. When I checked the status of my web connection in Firefox, Edge, and Google Chrome all channels were operating correctly. There was no problem with my web connection. After the most recent attempt at a repair the only difference is that there is no period at which Secure VPN is active, the immediate error message states that my web connection is inoperative.
I have tried solving this problem via the chat service, without success. Initial attempts to solve the problem were fruitless, we were unable to connect a remote control session, because the problem 'blanked' the P.C. screen as soon as I tried to download the tool to grant permission for the remote control process. Hence, I was unable to download the software tool in order to open the remote channel.
The problem was passed up to the more advanced level of assistance, with the message to me that there would be a follow-up telephone contact. I have not received any follow-up messages, either telephone, or e-mail. After my most recent attempt, described below, I and the Norton agent agreed a date, day and time window for a follow up telephone contact. For the entire duration of the agreed time window I was at my desk, waiting for that follow up call. There was no follow up call during that time window, nor in the hour preceding, and then following the agreed time window.
My most recent attempt was able to be serviced via a Norton remote control session; I do not know why we were suddenly able to re-open that communication channel. I don't recall making any change that would result in clearing the previous block on remote control. Unfortunately, after much action on screen, while I watched the remote operator reviewing various data screens and making changes, we ended-up with a different error state. I still cannot activate Secure VPN, and I have other, new problems involving incoming messages being 'blanked'.
I have tried using the Norton tool for uninstalling, and then re-installing, a 'clean' copy of Norton 360. That fails to solve the problem, because the tool saves my system settings, and then applies those settings to the newly installed version of Norton 360. I think that my core problem is a faulty "Setting" for Secure VPN. It occurs to me that what I need to do is to completely remove from my p.c. all references to the Norton 360 software, and then download a new, clean, version with all 'Settings' set to their 'default' values.
I do not know how to do this, without invalidating my Norton 360 subscription, please, will somebody advise me if this is a feasible solution to my problem, and, if so, how do I go about the clean-up and reinstall ?