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Norton VPN Not Working? Here’s How to Fix It

Simon Migliano
Simon Migliano

Simon Migliano is a recognized world expert in VPNs. He's tested hundreds of VPN services and his research has featured on the BBC, The New York Times and more.

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  3. Norton VPN Not Working? Here’s How to Fix It

Our Verdict

If Norton VPN isn’t working, try connecting to a different server or restarting the VPN. If that doesn’t work, check your firewall isn’t blocking it and remove any conflicting apps. Reinstalling the Norton app can fix many issues, but there are also simple configuration changes you can make on Windows and macOS to fix common errors.

Norton VPN Not Working

Norton Secure VPN is owned by NortonLifeLock, one of the world’s biggest cybersecurity software companies. The VPN is available as a standalone application or as part of the Norton 360 suite, which also includes antivirus, firewall, and password manager tools.

Our Norton VPN review found that the VPN is mediocre at best. It’s reasonably fast and cheap, but it doesn’t protect your privacy and security.

If you’ve purchased Norton VPN separately or as part of the Norton 360 suite, you may also find that the VPN doesn’t always work properly.

Quick Guide: How to Fix Norton VPN Not Working

  1. Check Your Internet Connection
  2. Connect to a Different Norton VPN Server
  3. Restart Norton Secure VPN
  4. Check Your Firewall Settings
  5. Disable or Remove Conflicting Applications
  6. Check Norton’s Status
  7. Upgrade to a Different VPN

Why Trust Us?

We’re fully independent and have been reviewing VPNs since 2016. Our advice is based on our own testing results and is unaffected by financial incentives. Learn who we are and how we test VPNs.

For more specific troubleshooting advice, read our tips for Windows, Mac, iOS, and Android later on in this guide.

Some users report that Norton VPN often fails to start, or cannot connect to a server at all. Conflicts with certain software and operating systems can cause the VPN to crash, and if your internet connection is poor, the VPN might simply cut out altogether.

In this guide, we’ll show you how to fix common errors with Norton Secure VPN and the VPN built into Norton 360.

If you’re having difficulty enabling the VPN, connecting to a server, or you’re seeing different error messages, you’ll find the solution here. We’ll also list some alternative VPNs that are more effective and reliable than Norton’s.

Which Version of Norton VPN Are You Using?

There are two versions of Norton Secure VPN. The first version is included in the Norton 360 security suite, along with antivirus, firewall, and password manager tools. To access this version, open Norton 360 and choose My Norton. The VPN is listed as Secure VPN.

NortonVPN app

You can access a version of Norton VPN in the Norton 360 security suite.

You can also subscribe separately to Norton Secure VPN, which runs as an independent app on Windows, macOS, Android, and iOS.

Norton Secure VPN's app

You can also access Norton Secure VPN as a standalone application.

Both versions of the VPN use very similar infrastructure and suffer from the same problems. In the troubleshooting advice below, we’ll explain how to fix both versions of Norton VPN.

How to Check if Norton VPN Is Working Properly

If you’re unsure whether your version of Norton VPN is working properly, look up your IP address or use our VPN leak test to find out if you’re successfully connected to a VPN server.

To check if you’re connected to a Norton VPN server:

  1. Open the Norton Secure App or Norton 360 Security Suite.
  2. Connect to a VPN server in a different country. This makes it easier to detect a changed IP address.
  3. Check your IP address and virtual location. You can do this with our IP checker tool.
  4. If your location hasn’t changed, Norton VPN isn’t working.

You may find other issues as you carry out this process. For example, Norton VPN might fail to connect to a server, the VPN may repeatedly turn itself off, or you might not be able to open the app at all.

If you’re receiving error messages or you’re having any of the issues above, the instructions below will help you fix them. For more general advice, you can read our tips on how to check if your VPN is working and what to do if your VPN keeps disconnecting.

How to Fix Norton Secure VPN Not Working (General Troubleshooting)

In this section, we’ll explain how to fix the most common issues with Norton VPN before targeting more specific issues by device. If your version of Norton isn’t working and you’re not sure why, we recommend starting here.

1. Check Your Internet Connection

A VPN connection can’t be established without a working internet connection. If Norton VPN connects but suddenly stops working, it may be due to a weak or unreliable internet connection.

To check for network problems, open a new browser tab and visit a web page to see if it loads.

Try the following if your internet connection isn’t working:

  1. Hard reset your router. To do this, unplug your router, wait a few minutes, and then turn it on again.
  2. Try an alternative connection to your router. For example, you could use an ethernet cable instead of WiFi.
  3. Check your Internet Service Provider’s status. You can do this by visiting your ISP’s homepage.
  4. Try connecting with a different device. This helps determine whether it’s an issue with your device or your connection.

2. Connect to a Different Norton VPN Server

If your VPN won’t connect, there might be a problem with the particular server you’re trying to connect to.

If you can’t access Netflix with your VPN, for example, it might be because your server has been identified and blocked by Netflix. Alternatively, there could be a fault on the VPN server.

It’s easy to connect to a server in a different country. In fact, that’s what Norton recommends you do if you see the error message: “VPN is currently unable to connect. Error Id: 13801”.

Norton VPN error message

During our tests, Norton Secure VPN showed us a 13801 error, which means there’s been a connection error.

Frustratingly, Norton VPN does not offer city-level servers, which makes it difficult to connect to a different VPN server in the same country.

That said, if you disconnect and reconnect, you are likely to be assigned a different IP address. This is the best way to connect to a different server without changing the region.

Here’s two ways to connect to a different Norton VPN server without changing location:

  1. Restart your VPN connection. You can do this by disconnecting and reconnecting to the VPN.
  2. Connect to a different server location, then reconnect to your desired region.

3. Restart Norton Secure VPN

Restarting Norton VPN may help to resolve any temporary problems with the application.

Here’s how to restart the Norton Secure VPN app on Windows:

  1. Close the VPN app. This can be done as normal by clicking the X.
  2. Open Task Manager. You can do this by pressing Ctrl + Shift + Esc.
  3. Scroll down to Norton VPN. Make sure you stay on the Processes tab.
  4. Right-click Norton Secure VPN and select End task.
  5. Reopen the Norton VPN app.

You can also restart Norton Secure VPN on macOS but the process differs slightly.

Here’s how to restart the Norton Secure VPN app on Mac:

  1. Close the VPN app. This can be done as normal by clicking the X.
  2. Open Spotlight Search. You can do this by pressing Command + Spacebar.
  3. Search for Activity Monitor. Once it appears, click on its name to launch the app.
  4. Scroll down to Norton VPN. Make sure you stay on the CPU tab.
  5. Double click Norton Secure VPN and select Quit.
  6. Reopen the Norton VPN app.

There isn’t an option to restart the Norton app on mobile devices and we don’t recommend doing it to your Norton 360 antivirus. In these instances, you should restart your computer or turn your mobile device off and on again.

4. Check Your Firewall Settings

If you see the following error message, it means that something is blocking your internet connection:

“Error: (9012, 809) “An error is preventing the VPN from connecting. Reference error ID 809”

Norton Secure VPN uses UDP ports 500 and 4500, so you’ll need to make sure that your firewall is allowing it to access them.

It’s also likely that you’re running Norton’s own firewall as part of the Norton 360 suite. If so, follow these steps to configure your firewall:

    Here’s how to bypass Norton 360’s firewall:

  1. Open My Norton.
  2. Click the Open button beside Device Security.
  3. Open the Firewall settings. You can do this by clicking Settings > Firewall.
  4. Under General Settings, click Configure > Network Trust.
  5. Beside Norton Secure VPN, select Full Trust and click Apply.
Norton 360 firewall settings

The firewall settings in Norton 360 Security Suite.

If you’re using a different type of firewall, like the Windows Defender Firewall, we’ve listed some more solutions later on in the guide.

5. Disable or Remove Conflicting Applications

Norton Secure VPN can conflict with other VPN apps, in particular Cisco AnyConnect, which is a type of remote access VPN.

It’s unlikely you’ll want to remove similar software if you need it for remote working. In this case, try simply turning off these other applications while Norton VPN is active.

You may also want to remove any VPN apps you don’t need. Existing VPN or proxy services can conflict with Norton VPN’s software and prevent it from working.

6. Check Norton’s Status

Online services can experience periods of downtime, so it’s worth checking whether the problem is related to Norton and its network.

Norton doesn’t publish the status of its VPN service. However, you can see whether there are issues with other Noton services on the Norton status page, which may indicate wider problems.

To eliminate any doubt, you can also try contacting Norton’s customer support from the company’s website.

7. Upgrade Your VPN

If you still can’t get Norton VPN to work, consider upgrading to a better VPN service. While Norton Secure has some positives, it also logs your real IP address and lacks basic VPN features.

If you’re only using Norton VPN as it comes bundled with the antivirus software, then try out a reliable free VPN such as Windscribe. As it doesn’t require a subscription, you can uninstall Windscribe at any point if you decide you don’t need a VPN.

Most free VPN services are untrustworthy, but Windscribe Free has a private logging policy alongside robust ChaCha20 encryption and WireGuard. You can also use Windscribe to unblock 6 Netflix libraries as well as BBC iPlayer, Hulu, and Max.

If you’ve deliberately chosen Norton VPN to be your VPN service, then we recommend Private Internet Access as a more permanent solution.

It’s just as affordable as Norton at $2.03/mo, and ranks as one of the best VPNs available. PIA is a no-logs VPN, has fast download speeds, and unblocks every popular streaming service.

How to Fix Norton Secure VPN Not Working on Windows

In addition to the measures above, there are several steps you can take to fix Norton VPN issues that are specific to Windows.

Below, we’ve listed some error codes from the Norton VPN Windows app alongside potential solutions. Later on, we’ve also outlined some general fixes for Windows.

1. "Error ID: 809" or "Error ID: 9012"

If you see error 9012 or 809, ensure that Windows Firewall is not blocking your Norton VPN traffic.

Norton 360 error message

Norton 360 error ID 809.

To fix this, you’ll need to manually configure the Windows Firewall to permit the Norton Secure VPN connection.

Follow these steps to allow Norton Secure VPN through the Windows Firewall:

  1. Press the Windows button.
  2. Search for and click “Allow an app through Windows Firewall”.
  3. Click Change settings > Allow another app…
  4. Select Browse… and locate Norton VPN. You should be able to find Norton VPN under This PC > Local Disk (C:) > Program Files.
  5. Click Add.
  6. Check Private and Public > OK.

2. “Session Timed out” or “Norton Secure VPN Is Already Running”

If you see either of these messages, you’ll need to clear your cache and restart the Norton Secure VPN app.

Here’s how to manually wipe and restart your Norton Secure VPN app:

  1. Open Task Manager. You can do this by pressing Ctrl + Shift + Esc.
  2. Scroll down to Norton VPN. Make sure you stay on the Processes tab.
  3. Right-click Norton Secure VPN and select End task.
  4. Open Command Prompt. You can do this by pressing the Windows + R keys and searching for cmd.
  5. Type cd c:\ProgramData\NWPService and press Enter.
  6. Type del account_info.se and press Enter.
  7. Start Norton Secure VPN and sign in again.

3. "TAP Driver Error" or "Unsigned Driver" Error

The TAP driver is essential for establishing a VPN connection. If you see “Tap driver error” or “Unsigned Driver” errors in Norton Secure VPN, uninstall the TAP driver and then reinstall your VPN.

Follow these steps to fix your TAP or TUN driver:

  1. Open the Run dialog box. You can do this by pressing the Windows + R keys.
  2. Type devmgmt.msc and press Enter.
  3. In the Device Manager window, double-click Network adapters.
  4. Right-click Norton VPN WinTun Adapter. If you can’t see it, use View > Show hidden devices, on the top menu bar.
  5. Click Properties.
  6. Select the Driver tab and then Uninstall Device.
  7. Check the box beside “Delete the driver software for this Device” and click Uninstall.
  8. Re-install the VPN. You can do this by singing into your Norton account browser and selecting the Download button.

4. "Error ID: 87"

If Norton VPN can’t connect, you may see an error message that says “An error is preventing the VPN from connecting. Reference ID 87” or a message that says “Connection Error: Secure VPN has experienced a connection failure. Please try again later.”

Norton VPN connection failure error message

Norton VPN has experienced a connection failure error message.

To fix this, you’ll need to reinstall the WAN miniport driver, which is used to create your VPN connection. If that doesn’t work, you may need to reset the network adapter and TCP/IP stack.

How to reinstall the WAN miniport driver on Windows:

  1. Open the Run dialog box. You can do this by pressing the Windows + R keys.
  2. Type devmgmt.msc and press Enter.
  3. In the Device Manager window, double-click Network adapters.
  4. Right-click WAN Miniport (IKEv2). If you can’t see it, use View > Show hidden devices, on the top menu bar.
  5. Select Uninstall device.
  6. Now uninstall the following: WAN Miniport (IP), WAN Miniport (IPv6), Symantec TAP driver (if present).
  7. Reinstall the WAN Miniport device drivers. You can do this by selecting Action from the Device Manager window and clicking scan for hardware changes.

If you’ve followed the instructions above and Norton Secure VPN still isn’t working, then try resetting the network adapter and TCP/IP stack.

Here’s how to reset the network adapter and TCP/IP stack:

  1. Open Command Prompt. You can do this by pressing the Windows + R keys and searching for cmd.
  2. Reset your network adapter. Type netsh winsock reset and press Enter.
  3. Reset your IPv4 address. Type netsh int ipv4 reset and press Enter.
  4. Reset your IPv6 address. Type netsh int ipv6 reset and press Enter.
  5. Restart your computer.

If Norton VPN still fails to connect, then it may be due to outdated root certificates. You’ll need to delete the old certificates before you can connect.

Follow these steps to check Norton Secure VPN’s root certificates:

  1. Open the Run dialog box. You can do this by pressing the Windows + R keys.
  2. Type certlm.msc and press Enter.
  3. Access your certificates. Select the Personal folder and then click Certificates.
  4. Look for SurfEasy entries. You can see the author of the certificate by looking at the Issued By column.
  5. If you see repeated SurfEasy entries, delete the old ones. You can determine the current date by doing the following:

      Repeat Step 1.

    1. Type appwiz.cpl and press enter.
    2. Find Norton 360 or Norton Secure VPN.
    3. Make a note of the date under “Installed On”.
    4. Match the “Installed On” date with the expiration date of the Surfeasy certificate and delete the copies.

5. Update Your Windows Version

Norton Secure VPN is supported on Windows 11 and Windows 10 (but not in S Mode); Windows 8 and Windows 8.1; and Windows 7 with Service Pack 1 or later. It is not supported on Windows XP or Windows Vista.

Windows Update settings

Update your Windows device in the settings menu.

Operating system updates may include fixes that resolve problems with Norton Secure VPN.

Follow these steps to update Windows 10 or 11:

  1. Select the Start button.
  2. Go to Settings.
  3. On Windows 10, select Update & Security.
  4. Select Windows Update.

6. Reset the WMI Repository

The Windows Management Instrumentation (WMI) is used by Norton Secure VPN to talk to your hardware. If it’s not working correctly, you may find that nothing happens when you connect to Norton Secure VPN.

Follow these steps to fix it:

    1. Make sure you have installed the latest Windows updates. Refer to the instructions above if you’re unsure how to do this.
    2. Launch the dialog box. You can do this by pressing the Windows + R Keys.
    3. Enter cmd and press Ctrl + Shift + Enter.
    4. Type net stop winmgmt and press Enter.
    5. Type winmgmt /resetrepository and press Enter.
    6. Type net start winmgmt and press Enter.
    7. Restart your computer.

7. Reinstall Norton Secure VPN or Norton 360

If you have a problem opening your Norton VPN software, or experience other difficulties, you can try reinstalling the software. Norton provides an application to uninstall and reinstall Norton 360. For the standalone Norton Secure VPN application, you’ll need to uninstall and reinstall manually.

Follow these steps to reinstall Norton 360:

  1. Save your work and close your applications.
  2. Download the Norton Remove and Reinstall tool. This can be found in the support section of Norton’s website.
  3. Double-click the tool you downloaded.
  4. Choose Remove & Reinstall.
  5. Click Continue.
  6. Click Restart Now. After the restart, your product download and installation will begin automatically.

Follow these steps to reinstall Norton Secure VPN:

  1. Launch the Run dialog box. To do this, press the Windows + R keys.
  2. Type appwiz.cpl and press Enter.
  3. Select Norton Secure VPN and click Remove or Uninstall.
  4. Follow the instructions to uninstall the software.
  5. Sign in to your Norton account in a browser.You can access this on the Norton website.
  6. Click the Download button under the Secure VPN icon.
  7. Start the installation. You can do this by saving the file to your PC and double-clicking it.

How to Fix Norton Secure VPN Not Working on Mac

If you’ve tried connecting to a different country, restarting, and configuring your firewall, there are several additional steps you can take to fix Norton Secure VPN problems on macOS.

1. Update macOS

First, ensure that you have updated macOS to 10.14.x or later. To update to the latest version, follow these steps:

A screenshot macOS software update

You can update your MacOS device in System Preferences.

  1. Go to the Apple menu in the corner of your screen.
  2. Select System Preferences.
  3. Select Software Update.
  4. Select Update Now or Upgrade Now. An update has improvements to your current operating system version, whereas an upgrade is a new version of the OS.

2. Upgrade Norton 360

You may be able to upgrade your Norton 360 product, including Secure VPN, to improve its stability.

Here’s a few ways to upgrade or update your Norton app:

  1. Use LiveUpdate. LiveUpdate is a feature that automatically updates all Norton products. To turn it on go to the My Norton window and click LIVEUPDATE under Device Security.
  2. Check your notifications. A message about an available upgrade may appear as an alert or notification, on the Mac menu bar, or in the Norton Help menu in the main window. You can verify whether you are running the latest version now by going to the Help menu and clicking New Version Check.
  3. Click Upgrade Available, wherever you see the message.

3. Reinstall Norton 360 or Secure VPN to Stop It Crashing

Norton provides a tool for removing all of its files from your Mac, so that you can do a clean reinstallation. To use it, follow these steps:

  1. Ensure you are logged in to your computer with an Administrator account, and a non-blank password.
  2. Save your work and close all your applications.
  3. Close your Norton 360 or Secure VPN software.
  4. Click the Finder icon in the Dock.
  5. On the menu bar, click Go > Applications.
  6. Drag and drop the Norton apps to Trash.
  7. Download the RemoveNortonMacFiles.zip file.
  8. Click the Finder icon in the Dock.
  9. In the Finder window, click Downloads on the left.
  10. If you downloaded using Firefox or Chrome, double-click the zip file to uncompress it.
  11. Go into the RemoveNortonMacFiles folder.
  12. Double-click RemoveNortonMacFiles.command.
  13. Click Open With > Terminal (default).
  14. Enter your password in the Terminal window (you won’t see any characters appear as you type it).
  15. To remove all Norton files and folders, enter 1.
  16. When the program finishes, enter y in the Terminal to restart.
  17. Sign in to your Norton account in a web browser.
  18. Download the latest version of your Norton software and install it in the usual way.

If you’re using the standalone Secure VPN app and it crashes often, Norton recommends you reinstall it. Follow these steps:

  1. Click the Finder icon in the Dock.
  2. On the menu bar, click Go > Applications.
  3. Drag and drop the Norton Secure VPN app to Trash.
  4. Restart your Mac.
  5. Sign in to your Norton account in a browser.
  6. Click the Download button under the Secure VPN icon.
  7. Click Agree & Download, and then save the installer.
  8. Double-click the installer file that you downloaded.
  9. Follow the on-screen instructions to complete the installation.

How to Fix Norton VPN Not Working on iOS

Norton only supports Secure VPN on the latest three versions of iOS, so you’ll need to update your software if you are running older versions. To install Norton Secure VPN, you’ll need 100MB of storage space.

1. Update your Norton app on iOS

Updating iOS to version 15.0 or later can disable Norton security software. To fix this, and potentially fix other issues, update your Norton 360 or Norton Secure VPN app.

Norton VPN in the App Store

You can update the Norton VPN on the App Store.

Follow these steps:

  1. Go to the App Store.
  2. Tap your profile icon in the top right corner.
  3. Scroll to find your Norton app.
  4. If it’s listed, tap Update to install the latest version. If it’s not there, it means you’re already up to date.
  5. After the app download finishes, try running it again.

2. Toggle Airplane mode

If an app or service detects your VPN, it might block your internet traffic. To get around this, Norton suggests you try turning Airplane mode on and off again.

Turning Airplane mode on and off can also help if you lose connectivity when your device goes to sleep. The VPN is turned off when you’re not using your device to save battery power, and it should reactivate when you next use the network.

Turning Airplane mode on and off can prompt the device to restart the VPN.

3. Turn the VPN off and on again

If you lose VPN connectivity when your device goes to sleep, you can also try turning the VPN off and on again:

Norton VPN's iOS app

Turn the VPN on and off again to create a new connection on the iOS app.

  1. Tap the Norton Secure VPN app.
  2. Tap Cancel to disconnect.
  3. Tap Turn on VPN to create a new VPN connection.

4. Reinstall Norton 360 on iOS

Uninstalling and reinstalling your Norton VPN app is not as simple as reinstalling other apps. There’s an extra step to remove the Norton 360 VPN profile.

Follow these steps:

  1. Uninstall Norton 360. Tap and hold the icon until it jiggles, then tap the X icon on it to delete it.
  2. Remove Norton 360 VPN profile. Go to your Settings app, and choose General > VPN. The Norton 360 profile should have been removed, but if not tap the info icon and delete it.
  3. Turn your device off and on again.
  4. Install Norton 360. Go to the App Store. Search for the Norton 360 app, tap Get to install it, and Open to open it. Sign in with your Norton credentials to start using the app.

How to Fix Norton VPN Not Working on Android

To use Norton Secure VPN, you need to be running Android 8.0 (Oreo) or later. Secure VPN needs the Google Play app and 100MB of storage space to install.

If you experience problems using Norton Secure VPN or Norton 360 on your Android device, follow these steps:

  1. Sign out from Norton Secure VPN.
  2. Turn your device off and on again.
  3. Start the Norton Secure VPN app.
  4. Sign in with your Norton credentials to start using the app.

How to Fix Norton Secure VPN Not Working for Torrenting

If you see the message “Warning: Torrent Traffic Active”, Norton has detected torrenting traffic. Norton does not allow torrenting on its VPN, and says it will disable your VPN connection if you try. This is true for all torrenting clients, including uTorrent.

For that reason, we cannot recommend using Norton Secure VPN for torrenting. If you do try it, ensure you enable the kill switch in the settings. The kill switch is only available on Windows and Android.

There are signs that Norton’s stance on this might be changing. In the Android and Windows apps, Norton is adding a feature to choose a torrent-optimized region from the VPN regions, which would enable torrenting.

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