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Message: Can't connect to VPN. There's been an issue. Try again later or see our FAQ

This article is applicable for Norton 360 24.x and Norton Secure VPN 24.x products.

To fix this issue, depending on your product, try to connect to a different VPN region. If the issue persists, change the VPN protocol settings and try again.

Depending on your product, choose one of the following:

I have Norton 360 product

Connect to a different VPN region

  • Example #1: If you are in the USA and the VPN region is set to "Fastest Location", then, connect to the USA region manually from the Connection tab

  • Example #2: If you are in the USA and the VPN region is already selected to the "USA", then, connect to the closest different region "Canada" or "Mexico"

  • Example #3: If you are in Germany and the VPN region is already selected to "Germany", then, connect to the closest different region "Switzerland" or "France"

Change VPN protocol settings

VPN protocols are a set of rules that inform how a data will be transmitted from your computer. To choose which protocol you are going to use, follow the steps:

  1. Open your Norton 360 product on your desktop.

  2. On the Norton home page, click Privacy.

  3. On the Privacy screen, next to Secure VPN, click Open VPN.

  4. On the Secure VPN screen, click the VPN Preferences tab.

  5. In the VPN Preferences tab, under VPN protocol settings, you can choose one of the following protocols:

    • Automatic (recommended). By default, Norton Secure VPN selects this option.

    • WireGuard

    • Mimic

    • OpenVPN

I have Norton Secure VPN product

Connect to a different VPN region

  • Example #1: If you are in the USA and the VPN region is set to "Fastest Location", then, connect to the USA region manually from the Connection tab under the Overview section

  • Example #2: If you are in the USA and the VPN region is already selected to the "USA", then, connect to the closest different region "Canada" or "Mexico"

  • Example #3: If you are in Germany and the VPN region is already selected to "Germany", then, connect to the closest different region "Switzerland" or "France"

Change VPN protocol settings

VPN protocols are a set of rules that inform how a data will be transmitted from your computer. To choose which protocol you are going to use, follow the steps:

  1. Open Norton Secure VPN app on your desktop.

  2. On the Norton home page, under Overview, click the VPN Preferences tab.

  3. In the VPN Preferences tab, under VPN protocol settings, you can choose one of the following protocols:

    • Automatic (recommended). By default, Norton Secure VPN selects this option.

    • WireGuard

    • Mimic

    • OpenVPN

If the issue still persists, repair the Norton Secure VPN product.

Repair Norton Secure VPN

  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 currently installed programs, select Norton Secure VPN, and click Remove or Uninstall.

  4. If the User Account Control prompt appears, click Yes.

  5. In the Norton window, to repair the Norton product, click Repair.

    When the repair is complete, click Done.

If the issue is still not fixed, uninstall and reinstall the Norton Secure VPN product.

Uninstall and reinstall Norton Secure VPN

  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 currently installed programs, select Norton Secure VPN, and click Remove or Uninstall.

  4. If the User Account Control prompt appears, click Yes.

  5. In the Norton window, to repair the Norton product, click Uninstall.

    To reinstall the Norton product, read Download and install Norton Secure VPN.

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DOCID: v20231215133146960
Operating System: Windows
Last modified: 04/01/2024