Applicable for: Mac;Windows
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.
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.
Connect to the "Auto-Select" region from the region list section. If the issue persists, uninstall and reinstall the 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.
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.
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.
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.
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.
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.
eventvwr
services.msc
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.
regedit
regedit
Everyone
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