Message: "Connection Error: Secure VPN has experienced a connection failure. Please try again later."

To resolve Norton VPN configuration issues on Mac, read: Nothing happens after you click “Continue” while trying to configure VPN on Norton Device Security for Mac.

You may receive an error message when you try to connect to your VPN on your device. To know more on how to fix this issue, read Unable to connect to VPN on my device.

This problem occurs if Norton VPN fails to establish a connection to the VPN server. Make sure that your device is connected to the Internet.

Run LiveUpdate to ensure that the Norton product has the latest protection updates and restart the computer. To run LiveUpdate, open your Norton product, and in the My Norton window, next to Device Security, click LiveUpdate.

If the problem persists, depending on the operating system, try the steps below.

Windows

Connect to the "Auto-select" region

Connect to the "Auto-Select" region from the region list section. If the issue persists, uninstall and reinstall the WAN miniport drivers.

Uninstall and reinstall WAN Miniport drivers

Press the Windows + R keys to open the Run dialog box.
Type in the following text, and then press Enter.
```
devmgmt.msc
```
In the Device Manager window, double-click Network adapters to expand it.
Under Network adapters, double click WAN Miniport drivers (IKEv2) to open driver properties.

If you cannot find WAN Miniport drivers (IKEv2) under Network adapter, from the top menu bar, click View > Show hidden devices.
On the Driver tab, click Uninstall or Uninstall Device.
Follow the on-screen instructions.
Repeat lines 4 to 6 to remove the following drivers:
- WAN Miniport drivers (IP)
- WAN Miniport drivers (IPv6)
Follow the on-screen instructions and remove the WAN Miniport and TAP drivers.
In the Device Manager window, from the top toolbar, click Action and then click Scan for hardware changes.
Follow the on-screen instructions to install WAN Miniport device drivers.

After the device driver installation is complete, you can open your Norton device security product and turn on Secure VPN. If the issue persists, try resetting the network adapter and TCP/IP stack.

Reset network adapter and TCP/IP stack

Press the Windows + R keys to open the Run dialog box.
Type in the following text, and then press Enter.
```
cmd
```
In the Command Prompt window, type the following and press Enter:
```
netsh winsock reset
```
When the Winsock reset is complete, the message "Winsock reset completed successfully" appears in the Command Prompt window.
In the Command Prompt window, type the following and press Enter:
```
netsh int ipv4 reset
```
If you use IPV6, type the following command and press Enter:
```
netsh int ipv6 reset
```
Exit all programs and restart your computer.

If you still cannot connect, check the root certificates for Norton VPN.

Mac

Close all the open applications, log out and log in using your active user account on which you have activated your Norton product that includes Secure VPN, and then turn on the VPN option.

Log out and log in using your active Mac user account

Exit all the open applications.
Click the Apple menu icon at the top-left corner, and then click Log Out.
Click Log Out in the confirmation alert.
If you have multiple user accounts created for your Mac, your Mac displays all the active user accounts. Select the user account on which you have activated your Norton product that includes Secure VPN.
Enter your Mac administrator account password pertaining to the user account that you have selected.

Turn on VPN

Open your Norton device security product on Mac.
In the My Norton window, next to Secure VPN, click Turn On.
Read the on-screen instructions and click Continue.
If prompted, click Allow to create a new VPN profile on your Mac.
You receive the keychain access notification from Apple to receive the required authorization data for the VPN connection. NEIKEv2Provider is a service responsible for establishing secure VPN connections.

Your keychain password is same as your user account password that you use to log in to your Mac. Type your Mac administrator account password and click Always Allow to sign into your VPN profile so that you will not receive the keychain access alert again.

In some cases, your keychain password may be different from your Mac login account password. If you do not remember the keychain password for your Mac, refer the Apple Support article.

You may see the keychain alert again if you have clicked the Allow option in the first alert notification. In that case, make sure that you click the Always Allow option in the second keychain alert so that you will not receive the keychain alert again when you access the VPN option in the future.

Do It Yourself - Advanced troubleshooting steps for Windows

If you have tried all the steps above and the issue persists, based on your technical expertise, you may also try the advanced troubleshooting steps listed below for Windows or contact Member Services & Support for further assistance.

Locate the error code

Press the Windows + R keys.
In the Run dialog box, type the following text and then click Ok.
```
eventvwr
```
Expand the Windows Logs folder, and then click Application.
In the Event entry section, look for the Source named as RASClient.
Click to read the description and note down the error code.

Depending on the error code, do one of the following:

RASClient code 0: Start the dependency services.
RASClient code 31: Uninstall and reinstall WAN Miniport drivers.
RASClient code 633: Uninstall and reinstall WAN Miniport drivers and then Start the dependency services.
RASClient code 651: Uninstall and reinstall WAN Miniport drivers and then Start the dependency services.
RASClient code 868: Update your Windows to the latest version and try connecting again.
RASClient code 87: Read Error: (9012, 87) "An error is preventing the VPN from connecting. Reference error ID 87".
RASClient code 809: Read Error: (9012, 809) "An error is preventing the VPN from connecting. Reference error ID 809".
RASClient code 13801: Read Error: "VPN is currently unable to connect. Error Id: 13801".

If you are unable to locate the error code, Start the dependency services.

Start the dependency services

Press the Windows + R keys.
In the Run dialog box, type the following and click Ok.
```
services.msc
```
From the list of services, start the following:
- Background Intelligent Transfer Service
- Base Filtering Engine
- DNS Client
- DHCP Client
- IKE and AuthIP IPsec Keying Modules
- Remote Access Connection Manager
Turn on Secure VPN.

If you are unable to start the dependency services due to an error, do one of the following based on the error code.

It is highly recommended that you back up the registry before trying the following steps. For instructions on how to back up your registry, refer the Microsoft Support article.

Error 1083: The executable program that this service is configured to run in does not implement the service

Right-click on the Service that fails to start and then click Properties.
Note down the Service name: value.
Under the Path to executable: entry, note down the Service Host group name. For example, if the field shows C:Windows\System32\Svchost.exe -k LocalServiceNoNetworkFirewall the Service Host group name is LocalServiceNoNetworkFirewall.
Close the window.
Press the Windows + R keys.
In the Run dialog box, type the following and click Ok to open the registry editor.
```
regedit
```
Navigate to the location HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Svchost.
On the right pane locate the Service host group name that you have noted down and double-click to edit the value.
In the Edit Multi-string window, add the Service Name: from Step 2 at the end and then click Ok.
Close the registry and restart your computer.
Upon restart, the service should start by itself, if not, try starting the service again manually.

Error 5: Access Denied

Right-click on the Service that fails to start and then click Properties.
Note down the Service name: and close the window.
Press the Windows + R keys.
In the Run dialog box, type the following and click Ok.
```
regedit
```
Navigate to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\
On the left pane locate the value corresponding to the Service Name. For example, if the Base Filtering Engine did not start, locate the BFE value on the left pane.
Right-click on the value and then click on Permissions.
Click Add and then under Enter the object names to select type the following.
```
Everyone
```
Click Check Names and then click Ok.
Under Group or user names select Everyone and ensure that Full Control is checked under Allow.
Under Group or user names select Administrator and ensure that Full Control is checked under Allow.
Click Advanced and under Permission entries select Everyone.
Check the box Replace all child object permission entries with inheritable permission entries from this object.
Click Ok.
Close the registry and restart your computer.
Upon restart, the service should start by itself, if not, try starting the service again manually.

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