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Error: (9012, 13819) "An error is preventing the VPN from connecting. Reference error ID 13819"

This error can occur if some of the networking services that are required to run Secure VPN are not running. To fix this problem, start the following services:

  • IKE and AuthIP IPsec Keying Modules

  • Base Filtering Engine

STEP 1

Start VPN related networking services

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

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

    services.msc

  3. In the Services window, double-click the IKE and AuthIP IPsec Keying Modules service.

    If the service is not started or running, click Start, and then click OK.

  4. In the Services window, double-click the Base Filtering Engine service.

    If the service is not started or running, click Start, and then click OK.

  5. Exit the Services window.

    You can now start Norton and turn on Secure VPN. If the problem persists, go to Step 2 to uninstall and reinstall Norton.

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.

    appwiz.cpl

  3. In the list of installed programs, click Norton 360, 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.

STEP 3

Download Norton from your Norton account

  1. Sign in to your account.

  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.

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

  4. Click Agree & Download.

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

    • For Windows: Press Ctrl + J key, to open the Downloads window in your browser, and double-click the file that you downloaded.

    • For Mac: Press Command + Option + L, to open the Downloads window in your browser, and 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.

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DOCID: v135460961
Operating System: Windows
Last modified: 08/29/2020