Secure VPN not connecting

Archive
1

Following some issues with Microsoft software it became the last stop solution to "RESET" W10

We all know what that leads to re-installing software etc. - That is where my Norton 360 problem begins.

After re-installing I found that the VPN was not activating on my request.

Most of the time the message box came up at bottom right to report an error connecting -try later - except later was always later.

Sometimes after repeated attempts I wouldn't get any message  - the VPN was clearly not connecting.

Important to note there were no instances of error codes to reference.

I tried all the avenues suggested for my problem as it presented itself including re-installing the software  - several times in fact - making special note to install all data. When I inspected the programmes folder I was disappointed to see a Norton folder so mixed in with my several attempts I also uninstalled the Norton utility.  - Yes the folder disappeared but it made no difference. Even opened up a chat line

(Case: xxxxxxxx) - Parvez tried his best -basically guiding me through the process I had already exhausted.

I was very close to capitulating and going to a clean install of W10 as perhaps the only way forward.

I should also add at this point that I had a second PC sharing the licence and connected to the same ISP - that was working fine - an insurance that it was not the connection - as the help pages quite rightly suggested that as a possible source of the fault. 

In desperation I started looking further and picked up on the reported errors with error codes referenced.

I think it is second on the list  - Error 9012,87 "an error is preventing...…..(ref errorID87)

I followed the instruction to uninstall the miniport drivers as per the instruction. Important to note there was NOT a Symantec TAP

Clicked on the action tab and selected scan for changes.

The drivers reappeared and appeared to be running - without further intervention - a departure from the Norton guided procedure.

Checked the VPN Start up - SUCCESS!! - Restarted the computer again to double check - okay so far

I see many people have posed questions around this topic over a period of time. I think confusion arises because the problem seems to present itself in different ways  - possibly with different PC's or processors. For instance whilst I resolved my problem it was through a procedure that reportedly had error coding - I never saw error codes on my screen.

With that very much in mind I thought it would be good form to share my success.

Hopefully someone will find this helpful - including Norton/Symantec because I think the help pages seem to have a few holes in them.

[Edit: Masked case ID to conform with the Participation Guidelines and Terms of Service]

2

Sadiepops,

If you've tried all recommend solutions to no avail, and you have an outstanding support ticket, you should have been scheduled for a call back.  If its been over a week, you might want to check back with the support folks and check on your ticket.   

3

I have already tried everything suggested in the above Link. Nothing changes, VPN does not work. I tried turning on & off the router, no change.
My partner’s vpn works fine. Will someone at Norton interact with MS as I and I think many others had no problems before last updates.?As an addendum, At the same time post updates Outlook would not Open neither Norton.I fixed them by deinstalling re- installing, outlook opened with a comment disabled norton antispam.Norton 360 opened, but with no VPN, As described above.simple and more complicated solutions simply do not work.
Help please
Sadiepops

4

Hi marjorie Kings,

I believe the OP may be referring to the procedures listed in this support document 

I'd also recommend reading through this thread for further reference should you decide to attempt the procedures listed in the support document.

5

had the same problem for weeks, vpn error connection failure on one computer, 2 others on the same network worked ok, tried all recommended norton solutions delete and reinstall etc. Just did a network reset on problem computer and vpn worked again, hope this is of help.

 

6

same issue outstanding ticket xxxxxxxx. Please explain where you find these files as I saw an instruction to find Symantec TAP- disaster. My VPN is still not activated post the W10 update.

MK

[Edit: Masked case ID to conform with the Participation Guidelines and Terms of Service]

7

Thanks @Kostor , @darbley , @Z3 for reporting in forums with issue details. Our team working on this issue and will update once we get more details on same.

8

Your welcome @Z3. Yeah I run windows 7 on my desktop and vpn has to always be started manually after boot up. Mine just started acting up (not connecting) last week, so not sure what changed. Another problem I have had with Norton protection products including 360, is every so often I will check in windows action center and it will show Norton not turned on and yet my Norton status says active & up to date? So then I have to uninstall & reinstall. For the price we pay for Norton products, you think they would be pretty much problem free.

9

Thanks for the tip @darbley, it worked!  The tamper protection setting does somehow block its own VPN from launching via conhost.exe.  I don’t know what changed; it was working fine up until a few days ago.  I don’t think the latest patch was the problem because it doesn’t happen on my Windows 10 machine with the same Norton software, just on my Windows 7 desktop.  So, in addition to having to turn it on every time the machine starts, and also having to have the auto renew feature active, now I have to disable tamper protection, launch the VPN and then turn tamper protection back on.  Not exactly convenient (PITA actually).  I contacted support about the first 2 issues and they said something like, that’s just the way it is, sorry.  They said the stand alone VPN will auto-start with the machine but not the one that comes with 360.  At least you found a work around to use for this latest glitch until, or if, they ever decide to fix it.

10

I'm not sure if the latest update patch had anything to do with vpn not connecting now?

I did figure out that if you go to Norton 360 Settings / Administrative Settings / Product Security / Norton Product Tamper Protection and toggle switch to off position, then vpn will connect without any problems, then I toggle protection switch back on.

It is like the product (Norton) is blocking itself and shows up on Norton history page as Windows/System32 conhost.exe / (CSRSS) blocking it  .

11

Yeah, earlier today, me too.

Now >