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Applicable for: Mac,Windows

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

This message may appear when the Norton VPN is unable to connect (create a secure connection). Please follow the instructions below to resolve this situation.

If you have multiple VPN products installed on your Windows computer, turn on the Enable multiple active VPNs option from the Settings menu of your VPN product. Please note that enabling this option may affect your connection stability or performance.

Change the VPN protocol.

Change VPN protocol settings

The Norton VPN Protocol setting is available in Norton VPN on Windows, macOS, Android, and iOS, and in Norton 360 for Android and macOS. If you are using Norton 360 for Windows or iOS, skip this step, as this setting is not currently available in those apps.

To change the VPN protocol, depending on the operating system, choose one of the following:

Windows

Depending on your product, choose one of the following:

Norton VPN

  • Open Norton VPN on your desktop.

  • Click Settings in the left pane.

  • On the right side, under the VPN Preferences tab, scroll down to the VPN Protocol Settings section, and choose one of the following.

    • Automatic (recommended)

    • WireGuard

    • Mimic

    • OpenVPN (UDP)

    • OpenVPN (TCP)

Norton 360

The VPN Protocol Setting is currently unavailable in Norton 360 for Windows.

Mac

Depending on your product, choose one of the following:

Norton VPN

  • Open Norton VPN on your Mac.

  • Click Settings in the left pane.

  • On the right side, under the VPN Preferences tab, scroll down to the VPN Protocol Settings section, and choose one of the following.

    • Automatic (recommended)

    • IPSec

    • WireGuard

    • Mimic

Norton 360

  • Open Norton VPN on your Mac.

  • Click Privacy in the left pane.

  • Click Open under the Secure VPN.

  • Click the Settings tab, scroll down to the VPN Protocol Settings section, and choose one of the following.

    • Automatic (recommended)

    • IPSec

    • WireGuard

    • Mimic

If the issue persists, connect to a different VPN region.

Connect to a different VPN region

To manually change the geographic region, depending on the operating system, choose one of the following:

Some Advanced VPN features, including additional regions, city-level region selection, Double VPN, and IP Rotation, are currently available on Norton VPN for Windows, macOS, Android, and iOS, and Norton 360 on macOS only. Support for the Norton 360 on Windows and mobile platforms will follow in a later rollout.

Windows

Depending on your product, choose one of the following:

Norton VPN

  1. Open Norton VPN on your desktop.

  2. On the Norton dashboard,

    • Click the down arrow next to the current region (above the Connect button).

    • A list of available countries/regions will appear. From this list, select a different Country or City to connect.

Norton VPN also allows you to choose specific cities within a country to connect to. To choose a specific city, in the Change VPN location screen, click the drop-down list present next to the country.
You may also use the search box to search and find a country or city to connect.

Norton 360

  1. Open Norton 360.

  2. On the Norton dashboard, click Privacy on the left side of the window.

  3. In the Privacy window, under Secure VPN, click Open.

  4. In the Secure VPN window, under the Connection tab, click Change Location.

  5. In the Change VPN location window, a list of available countries will appear. From this list, select a different country to connect.

You may also use the search box to search and find a country to connect.

Mac

Depending on your product, choose one of the following:

Norton VPN

  1. Open Norton VPN on your Mac.

  2. On the Norton dashboard,

    • Click the down arrow next to the current region (above the Connect button).

    • A list of available countries/regions will appear. From this list, select a different country or city to connect.

Norton VPN also allows you to choose specific cities within a country to connect to. To choose a specific city, in the Change VPN location screen, click the drop-down list present next to the country.
You may also use the search box to find a country or city to connect.

Norton 360

  1. Open Norton 360.

  2. On the Norton dashboard, click Privacy on the left side of the window.

  3. In the Privacy window, under Secure VPN, click Open.

  4. In the Secure VPN window, under the Connection tab, click Change.

  5. In the Change VPN location window, a list of available countries/regions will appear. From this list, select a different country or city to connect.

Norton 360 on Mac also allows you to choose specific cities within a country to connect to. To choose a specific city, in the Change VPN location screen, click the drop-down list present next to the country.
You may also use the search box to find a country or city to connect.

If the issue persists, Uninstall and Reinstall Norton VPN or Norton 360.

Uninstall and Reinstall Norton VPN or Norton 360

  1. To Uninstall Norton 360 on a Windows device, please visit this article: Uninstall your Norton device security product on Windows.
  2. To Uninstall Norton 360 on a Mac device, please visit this article: Uninstall your Norton device security product on Mac.
  3. To Uninstall Norton 360 on a Mobile device, please visit this article: Uninstall Norton 360 app on your mobile device.
  4. To Reinstall Norton 360 on Windows, macOS, Android, or iOS, please visit this article: Download and install your Norton device security.
  5. To Uninstall Norton VPN on Windows, macOS, Android, or iOS, please visit this article: Learn how to uninstall Norton VPN.
  6. To Reinstall Norton VPN on Windows, macOS, Android, or iOS, please visit this article: Download and install Norton VPN.

If you are still having issues, please share your feedback via our Feedback option in the Norton product. You may also contact us by visiting Member Services and Support.

DocID: v20231215133146960
Last modified: 06/04/2026

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