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Error: (9012, 13801) "An error is preventing the VPN from connecting. Reference error ID 13801"

Check the root certificates for Secure VPN

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

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

    certlm.msc

  3. Expand the Personal folder and then click Certificates.

  4. In the right pane, under the Issued by category, look for the SurfEasy entries.

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

  5. If you see multiple SurfEasy entries, old certificates must be deleted.

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

    • Type the following text, and then press Enter.

      appwiz.cpl

    • From the list of installed programs, check for look for Norton 360 and check the "installed on" date.

    • Match the Norton 360 install date with expiration date of Surfeasy certificates and delete the duplicates.

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DOCID: v135460901
Operating System: Windows
Last modified: 09/11/2020