Error: "The operation timed out. Check your network connection and try again"

To check if the issue you are experiencing is related to a known system problem or outage, visit Norton Services Status page.

These steps are for the current version of the Norton products. If you have an older version or if you do not know your product version, go to Norton Update Center.

STEP 1

Check vault access from web browser

  1. Sign in to the Norton Identity Safe website using your email address and password.

  2. In the Open your vault window, type your online vault password, and then click Open Vault.

    If the problem persists, then go to Step 2.

STEP 2

Turn off Network Cost Awareness

  1. Start your Norton product.

  2. Click Settings.

  3. Under Detailed Settings, click Firewall.

  4. On the General Settings tab, next to Network Cost Awareness, move the slider to Off.

  5. Click Apply, and then Close.

    If the problem persists, then go to Step 3.

STEP 3

Temporarily sign out of Norton Identity Safe vault

  1. Sign out of the Norton Identity Safe vault in your computer and all your other devices.

  2. Restart your computer.

  3. Sign in to your Norton Identity Safe online vault from your computer.

    If you see the error: "Your Norton account is temporarily locked due to too many failed login attempts...", do not try to sign in to your Identity Safe vault from any of your devices for one hour.

    If the problem persists, then go to Step 4.

STEP 4

Download and run the Norton Remove and Reinstall tool

    If you have Norton Family installed, uninstall it before you run the Norton Remove and Reinstall tool.

  1. Download the Norton Remove and Reinstall tool.

    Save the file to the Windows desktop. On some browsers, the file is automatically saved to its default location.

  2. To open the Downloads window in your browser, press the Ctrl + J key.

  3. Double-click the NRnR icon.

  4. Read the license agreement, and click Agree.

  5. Click Remove & Reinstall.

    You may see the Remove button if your Norton product is from your service provider.

  6. Click Continue or Remove.

  7. Click Restart Now.

    After the computer restarts, follow the on-screen instructions to reinstall your Norton product.

Thank you!

Thank you for using Norton Support.

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DOCID: v80736480_EndUserProfile_en_us
Operating System: Windows
Last modified: 06/01/2017