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

This problem can occur if the IPSec port is blocked for network communication on your computer.

To fix this problem, run LiveUpdate and restart your computer. If the problem persists, uninstall and reinstall Norton.


Run LiveUpdate

  1. Start Norton.

  2. In the My Norton window, under Device Security, click LiveUpdate.

  3. When Norton LiveUpdate is finished, click OK.

  4. Run LiveUpdate until you see the message, "Your Norton product has the latest protection updates."

  5. Exit all programs, and restart the computer.

    If the problem persists, go to Step 2.


Uninstall Norton

  1. Press the Windows + R keys to open the Run dialog box.

  2. Type in the following text, and then press Enter.


  3. In the list of installed programs, click Norton 360 (Symantec Corporation), and then click Remove or Uninstall.

  4. Click Please remove all user data.

  5. In the Subscription Period Warning window, click Next.

  6. Click Restart Now.

    Norton 360 is not fully uninstalled until you restart your computer.


Download Norton from your Norton account

  1. Sign In to Norton.

  2. If you are not signed in to Norton already, you are prompted to sign in. Type in your email address and password for Norton, and click Sign In.

    If you do not have an account, click Create an Account, and then complete the sign-up process.

  3. In the Get Started window, click Download Norton.

    If you want to install a new product which is not registered to your Norton account, click Enter a New Product Key and then enter the product key or PIN to begin the download.

  4. Click Agree & Download.

  5. Do one of the following depending on your browser:

    • For Internet Explorer or Microsoft Edge browser: Click Run.

    • For Firefox or Safari: On the top-right corner of the browser, click the Download option to view the downloaded files, and double-click the file that you downloaded.

    • For Chrome: On the bottom-left corner, double-click the file that you downloaded.

  6. If the User Account Control window appears, click Continue.

  7. Follow the on-screen instructions.

    Norton is now installed and activated.


Check UDP ports 500 and 4500

  1. Run the port test tool.

    You need to run the tool from Command prompt. Save the file to Desktop and open Command prompt in elevated mode. Type the following command


    Disclaimer: Symantec is not responsible for the reliability of any data, opinions, advice, or statements made on third-party sites. Symantec provides these links merely as a convenience. The inclusion of such links does not imply that Symantec endorses, recommends, or accepts any responsibility for the content of such sites.

  2. If UDP ports 500 and 4500 are blocked, temporarily disable Norton Firewall and connect to VPN.

  3. Do one of the following:

    • If you can connect to Secure VPN with Norton Firewall turned off, add a rule to Norton Firewall to allow access through UDP ports 500 and 4500.

    • If you cannot connect to Secure VPN even after turning off Norton Firewall, check the router configuration. If the router is blocking the traffic over UDP ports 500 and 4500, configure the settings to allow UDP ports 500 and 4500.


Connect to different VPN region

  1. Start Norton Secure VPN.

  2. From the VPN drop-down menu, select VPN Region.

  3. Select a different region.

  4. Repeat line 2 to 3 to connect to different regions.


Check the root certificates for Secure VPN

  1. Check "Surf Easy certificates" are installed in the Local Machine Certificate store. (Personal, Trusted Root and Intermediate Cert)

  2. Check if "Global Sign Root Cert CA - R3" is present in either Trusted Root cert store OR Third Party Root cert store (this required for Win 7, nice to have for Win 10).

  3. Do one of the following:

    • If certificates are present, go to Step 2

    • If certificates are not present, click Turn ON. button and wait for 2 mins, and then connect to VPN again

  4. Repeat above step 6 times.


Start dependency services

  1. Press the Windows + R key.

  2. In the Run dialogbox, type the following, and click OK:


  3. From the list of services, start the following:

    • IKE and AuthIP IPsec Keying Modules

    • Base Filtering Engine

    • DNS Client

  4. Turn on Secure VPN.


Remove WAN Miniport and TAP driver

  1. Go to device manager.

  2. Remove the following entries

    • WAN Miniport drivers (IKEv2)

    • WAN Miniport drivers (IP)

    • WAN Miniport drivers (IPv6)

    • Symantec TAP driver

  3. From the menu bar, click Action > Scan for Hardware Changes.

    Connect to Norton Secure VPN and check.

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DOCID: v135213476
Operating System: Windows, mac
Last modified: 03/28/2020