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Error: (9012, 809) "An error is preventing the VPN from connecting. Reference error ID 809"
Applicable for: Windows
You may see this error if the Internet traffic on these ports is blocked due to one of the following reasons:
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A software firewall that is installed on the device
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Your network router
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Your Internet service provider blocking VPN traffic
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Regional Internet access restrictions for VPN traffic that are enforced by the local authorities
To fix this problem, try connecting to a different VPN region or ensure that the Internet traffic on ports 500 and 4500 are not blocked on your device and your network.
Connect to a different VPN region
Depending on your product, choose one of the following:
Norton VPN (version 24.x and above)
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Open Norton VPN on your desktop.
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On the Norton dashboard, do one of the following, depending on your VPN plan:
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Norton VPN Standard: Click Connection > Change Location, and then select the geographic region you want from the drop-down list.
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Norton VPN Plus/Ultimate: Select the geographic region you want from the drop-down list
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Norton 360
Norton 360 (version 22.x and below)
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Open Norton 360.
In the My Norton window, click the drop-down arrow next to Secure VPN and click VPN region.
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In the VPN region window, select the geographic region you want from the drop-down list.
Norton 360 (version 24.x and above)
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Open Norton 360.
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On the Norton dashboard, click Privacy on the left side of the window.
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In the Privacy window, under Secure VPN, click Open.
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In the Secure VPN window, under the Connection tab, click Change Location.
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In the Change VPN location window, select the geographic region that you want from the drop-down list.
If you are still seeing this error, ensure that the Internet traffic on ports 500 and 4500 are not blocked by a firewall, router, or your Internet service provider. If you have a Norton device security product, make sure that it is configured to allow access to these ports.
Configure Norton Firewall settings
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Open Norton 360.
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In the My Norton window, next to Device Security, click Open.
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In the Norton product main window, click Settings.
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In the Settings window, click Firewall.
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On the General Settings tab, in the Network Trust row, click Configure.
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For your current network connection, change the Trust Level to Full Trust.
If the Trust Level is already set to Full Trust, go to the next steps.
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Click Apply.
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Exit the Device Security settings window and then turn on Secure VPN in the My Norton window.
If the issue persists, make sure that your Network router is allowed to access traffic on these ports.
Configure your network router
The following steps are provided only for your reference. These steps may vary based on your router. For detailed steps and more information, refer to the help documentation that is provided by the router manufacturer.
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Connect your computer's LAN port to your gateway Router's Ethernet port.
You may also connect to the gateway router over Wi-Fi.
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In your browser, go to the router configuration page by typing the IP address.
Most of the routers use one of the following default gateway addresses:
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192.168.0.1
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192.168.1.1
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192.168.1.254
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Type your user name and password and sign in to your gateway router.
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Unless you changed it, your router uses the default password to sign in. If you don't remember the default password, refer to the help documentation that is provided by the router manufacturer.
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Locate the Firewall settings.
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Allow access on ports 500 and 4500.
If you do not find the option to allow access on ports 500 and 4500, you may also turn off the Firewall.
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Save and exit the router settings.
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Open your Norton device security product and turn on Secure VPN in the My Norton window.
Enable Auto-Connect
To turn on Norton VPN automatically, refer to the Windows section in Turn on Norton VPN automatically on your Windows and Mac device.
If the problem persists, contact your Internet service provider to allow access to UDP ports 4500 and 500.
Last modified: 12/13/2024
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