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Phantom 2nd device causing Norton VPN logout - repeatedly

I've been having a huge issue with Norton VPN randomly logging out. Sometimes 2-3x a day. Twice I've contacted support, who played around with remote access on my computer, and twice I was told it was fixed. The fixes didn't last a day.

Today, instead of just the profoundly annoying silent logout, I got a brief popup with the message: "You've been signed out on this device because another device of yours has signed in to Norton Secure VPN". The thing is - I only have one device with Norton VPN installed, and that's the one that keeps logging out.

Help?? Anyone??

o/s Windows 10 pro ver. 1903  | Norton Secure VPN ver. 1.9.0.565

Shaun

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好评0

Re: Phantom 2nd device causing Norton VPN logout - repeatedly

Only one device? No mobile device? That would count as a second device logging in. If your Norton VPN subscription is for only one device, that could explain what you are seeing.

Things happen. Export/Backup your Norton Password Manager data.
好评1 Stats

Re: Phantom 2nd device causing Norton VPN logout - repeatedly

Thanks Peterweb. No mobile device. I actually think that my subscription is for multiple devices, but I am only using the one.

It's logged off again twice since my post a few hours ago... The only software running in the background that I can think of that might bump into the vpn is Norton Security... Otherwise it's all pretty random.

好评1 Stats

Re: Phantom 2nd device causing Norton VPN logout - repeatedly

Am I the only one having this problem? Although I have not since had the message about the duplicate device, I am still getting signed out multiple times a day.  So incredibly irritating.

One interestingly random observation is that Norton VPN is consistently logging out at 15 minutes past the hour..

好评0

Re: Phantom 2nd device causing Norton VPN logout - repeatedly

SOLVED - (SORT OF)

It appears that my Norton VPN constantly logging out is somehow related to my Acronis backup. Norton VPN logs out immediately following Acronis beginning a backup. I don't know why. While the problem isn't 'solved,' it is at least identified.

好评0

Re: Phantom 2nd device causing Norton VPN logout - repeatedly

FWIW!! Disable Acronis from being in Windows startup. I had a similar issue with Macrium Reflect and loading at boot time. Disabling it at boot time resolved the issue.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 1909 / build 18363.693 / N360 Deluxe 22.20.1.69/ Norton Core v.288 on Android 2.22 / Opera GX
好评0

Re: Phantom 2nd device causing Norton VPN logout - repeatedly

Thanks  SoulAsylum. I'll give that a try.  Do you know if Acronis will still perform scheduled tasks if taken out of startup?

好评0

Re: Phantom 2nd device causing Norton VPN logout - repeatedly

Your welcome. You should be able to manually run your tasks. Please refer to this KB article on their site.

Cheers  

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows Server 2016 Essentials / Windows 10 Professional x 64 version 1909 / build 18363.693 / N360 Deluxe 22.20.1.69/ Norton Core v.288 on Android 2.22 / Opera GX
好评1 Stats

Re: Phantom 2nd device causing Norton VPN logout - repeatedly

Apparently I was wrong. The only thing the logouts seem to have in common is that they always happen at 15 min past the hour. (and the hour is random..)  Weird.

好评0

Re: Phantom 2nd device causing Norton VPN logout - repeatedly

I have the EXACT same problem. I'm really aggravated about it too because there have been problems with Norton VPN randomly turning off repeatedly either on my phone or laptop ever since I bought the Norton subscription a couple years ago.

The VPN still logs me out on my laptop with the message, "You've been signed out on this device because another device of yours has signed in to Norton Secure VPN" when it hasn't.  It is scary. Changing passwords multiple times doesn't help either.

Why are there repeated problems with Norton's VPN? Hacked? Has Norton's VPN & Security been hacked? Inquiring subscribing (=paying customers) minds want to know.

Why have a VPN if it's always cutting out on you?  If Norton VPN is so frail it can't handle anything, or anything can interrupt it, like every Microsoft update I've been told repeatedly by Norton Support is the "reason"?

Without fail, Norton's Support continues to tell me the cause is always something OTHER THAN Norton that is the cause.

Really? I'm not buying that excuse any more. I'm tired of it bc for more than 1-2 years that's all I've heard from Support.

I, for one, expect what I buy to actually work! Is that too much to ask?

Repeated uninstalls/reinstalls of the Norton software Norton Support tells you will work doesn't work either.

In addition, every time I call in to Norton Suppor lately, right away, the technician wants to Remote in. And to do what, I ask?? I was told again today by the Support tech that she "couldn't help me unless she Remoted in." I asked what she was going to do. She would not tell me what she was going to do specifically, because if I had known she was going to turn off the VPN I had just signed back into while waiting on hold for this Support tech, I would not have given her Remote access just to do that. That's because I already tried that. But she would not tell me what she was going to do. The Support tech today just kept saying she "needed to Remote in to see what the problem was". And was she able to? No. I knew she wouldn't.  So I ended her Remote session.

So I asked her to get me her manager. So she said she would & put me on a long hold. Then a male tech (I think he identified himself as a "manager") took over the call. I repeated the whole thing again. I had already ended Remote access & he did not ask for it, nor would I give yet another person Remote access even if he did because it has never once helped anything that lasts & they do nothing more that I can now do myself. 

(I'm tired of Norton always resorting immediately to Remote access "to see what the problem is."  I'm always told "this happens with updates or when drivers are not up to date" etc. )

This Support manager said "this problem is new" & that he had "never heard of this problem before." Really? Hmmm. Something told me it just might exist for somebody else. So he put me on a long hold to see if he could find any infor on it. While I was on hold waiting for him, I searched this Norton Community forum AGAIN (I searched it while on hold for 1st level tech too but couldnt find anything) for this problem that is the same as yours, I Go Pogo, except this time I used booleen search methodology & found your post revealing the exact same problem I am having. He got back on the phone, & told no, this HAS been a problem because I just found it on Norton Community & told him how to find it to view it. I asked him to advance up this up to the next level or beyond because THIS PROBLEM IS UNACCEPTABLE & defeats the purpose of having a VPN in the first place! 

All Norton Support ends up doing is talking me into allowing them to Remote in immediately & all they do is turn the VPN off  then have me log back into it which I can do myself, & did, before I even called Norton Support! And I told the tech that, but she ignored me & insisted she could not help me unless she, the Support tech, Remoted in!  (Like somehow if they do it, it is any better?)

Then, as happens every single time after they Sign me out of the VPN & have me Log back into it, the Norton Support techs they say, "It's fixed now" when it isn't!  No it's not. I may have my VPN back on...for now... but it just happens again.

No, Norton, a problem is NOT fixed until it no longer happens!

Really aggravated with it because there have been problems with Norton VPN randomly turning off on either my phone or laptop ever since I bought it a couple years ago. The VPN still logs me out on my laptop with the message, "You've been signed out on this device because another device of yours has signed in to Norton Secure VPN" when it hasn't.  It is scary. Changing passwords multiple times doesn't help either.

Why have a VPN if it's always cutting out on you, or it's so frail it can't handle or anything can interrupt it, like every Microsoft update (I've been told repeatedly)?

And repeated uninstalls/reinstalls they tell you will work don't work either. In addition, every time I call in to Support now, right away, the technician wants to Remote in & to do what? I'm always told this happens with updates or when drivers not up to date etc. All they end up doing is talking me into allowing them to Remote in & all the do is turn the VPN off & then have me log back into which I can do myself & did, but Support tech did it again (like somehow if they do it, it is any better) & then they tell me, "It's fixed now" when it isn't! 

Today I was told, "It's a technical problem."  Duh. Like I don't know that?? Why can't "Support" tell me something I don't know? Some support when they right away want access to your computer instead of telling you what they want to do & allowing the customer to do it.

Today I was told, "It's a technical problem."  Duh. Like I don't know that?? Why can't "Support" tell me something I don't know? Some support when they right away want access to your computer instead of telling you what they want to do & allowing the customer to do it.

A VPN quitting on you randomly without you expressly signing out of it is for all intents & purposes, in my opinion, is useless because it defeats its own purpose. What's more, customers are paying for it!  Can't help but wonder if Norton's software hasn't been hacked or compromised in some way. If this doesn't get taken care of, I'm unsubscribing. We can't be the only ones having this problem. 

"Support" isn't much support. This is ridiculous. I'm taking this to CEO level. Something's got to change. If Norton can't get a handle on probs with their Security & VPN, why would customers want to go 360 & trust them with even more sensitive information? They won't. They will just cancel all things Norton & go elsewhere.

好评0

Re: Phantom 2nd device causing Norton VPN logout - repeatedly

What is Acronis & Macrium Reflect? Is that built into Windows 10?

好评0

Re: Phantom 2nd device causing Norton VPN logout - repeatedly

Having exact same problem--using Windows 10 version 1909 & have all latest updates. Fed up. Needs permanent solution. (yes cancelling Norton subscription would be a permanent solution, but I believe in trying to work to solve problems before quitting) Is it that Norton's Security & VPN are just not robust enough to withstand Windows 10 & its updates? And if not, why not? Or could Windows 10 & its updates be inadvertently, or maybe even aggressively, thwarting Norton & possibly other companies' VPNs? Or is it GDPR Five Eyes Country policies or other rogue/nefarious entities/adversaries collectively thwarting VPNs &/or VPN users? Wouldn't surprise me. Or is this a marketing tactic to "upgrade"? Or could it be part or all of the aforementioned? All I know is, this problem is not fixed & Norton has no answers except to deflect it as some other mysterious or unknown cause outside of Norton. Is it only Windows devices that are having this happen? Is this problem happening to subscribers using other operating systems? Would like to know. May  help with resolution of problem.

好评0

Re: Phantom 2nd device causing Norton VPN logout - repeatedly

Interesting. The problem has, fingers crossed, disappeared. Here is what I *Think* may have fixed it.

I made some changes to my backup configuration (the program is Acronis).

1.  When my computer was turned off (or in sleep mode) in the middle of a backup, Acronis was set to start back up again immediately. I set it to wait a few minutes before resuming the backup.

2. I changed my backup plan from differential to incremental.

I didn't make these changes because of the VPN issue, but they are the only changes I've made since the problem disappeared. 

Rather than mark this as fixed, as I did once before, I'm going to wait a couple of weeks to see if it sticks! :-)