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Message: "VPN connection error: VPN is having trouble connecting to the server..."

This message means Norton VPN could not connect to the VPN server. This usually happens because of a temporary problem with the device's network or internet connection. To fix this problem, wait a while and try connecting to the VPN again. 

If the issue persists, check your Internet Connection.

Check your Internet Connection

  • Open a few websites on the browser to confirm that pages are loading normally.
  • Disconnect and reconnect to Wi-Fi or switch from Wi-Fi to Ethernet(if available) or Wi-Fi to mobile data(if available).
  • If you are using a public Wi-Fi network or hotspot, make sure you have completed any required sign-in steps, entered any needed credentials, or accepted the network terms to get internet access.
If none of these work, the device likely does not have an active internet connection. Norton VPN requires an active internet connection to connect.

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

Connect to a different VPN region

If your VPN is set to Fastest Location, manually choose a region and try again. If you are already connected to a specific region, choose a nearby different region.

Examples:

  • If you are in the United States and your VPN is set to Fastest Location, manually select the United States.
  • If you are in the United States and the VPN is already set to the United States, try Canada or Mexico.
  • If you are in Germany and the VPN is already set to Germany, try Switzerland or France.

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

Android

Depending on your product, choose one of the following:

Norton VPN

This applies to Norton VPN Standard, Norton VPN Plus, and Norton VPN Ultimate users.

  1. Launch Norton VPN.

  2. Tap VPN (first tile) at the bottom, then tap the down arrow next to the current region (below the Connect button).

  3. On the Change VPN Location screen, select a different country or city from the list.

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, tap the three-dots located next to the country.
You may also use the search box at the top to search and find a country or city to connect.

Norton 360

  1. Launch Norton 360.

  2. At the bottom of the main screen, tap Menu (second tile), then tap VPN.

  3. Tap the down arrow next to the current region (below the Connect button).

  4. On the Change VPN Location screen, select a different country from the list.

Secure VPN feature in Norton 360 also allows you to choose specific cities within a country to connect to. To choose a specific city, in the Change VPN Location screen, tap the three-dots located next to the country.
You may also use the search box at the top to search and find a country or city to connect.

iOS

Depending on your product, choose one of the following:

Norton VPN

This applies to Norton VPN Standard, Norton VPN Plus, and Norton VPN Ultimate users.

  1. Launch Norton VPN.

  2. Tap VPN (first tile) at the bottom, then tap the down arrow next to Fastest location or current region (below the Connect button).

  3. On the Change VPN Location screen, select a different region from the list.

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, tap the three-dots located next to the country.
You may also use the search box to find a country or city to connect.

Norton 360

  1. Launch Norton 360.

  2. At the bottom of the main screen, tap Menu (second tile), then tap VPN.

  3. On the Norton VPN screen, tap the drop-down list next to Fastest location or current region (below the Connect button).

  4. On the Change VPN Location screen, select a different country from the list.

Secure VPN feature in Norton 360 also allows you to choose specific cities within a country to connect to. To choose a specific city, in the Change VPN Location screen, tap the three-dots located next to the country.
You may also use the search box at the top to search and find a country or city to connect.

If the issue persists, change the VPN protocol.

Change VPN protocol settings

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

Android

Depending on your product, choose one of the following:

Norton VPN

  • Open Norton VPN.

  • Tap the VPN (first tile) at the bottom.

  • Tap the Settings (Gear icon) at the top-right side.

  • On the VPN Preferences screen, scroll down and tap the VPN Protocol Settings section, and choose one of the following.

    • Automatic (recommended)

    • WireGuard

    • Mimic

    • OpenVPN (UDP)

    • OpenVPN (TCP)

Norton 360

  • Open Norton 360.

  • Tap the Menu (second tile) at the bottom.

  • From the Menu screen, under the Privacy section, tap VPN.

  • Tap the Settings (Gear icon) at the top-right side.

  • On this screen, scroll down and tap the VPN Protocol Settings section, and choose one of the following.

    • Automatic (recommended)

    • WireGuard

    • Mimic

    • OpenVPN (UDP)

    • OpenVPN (TCP)

iOS

Depending on your product, choose one of the following:

Norton VPN

  • Open Norton VPN.

  • Tap the VPN (first tile) at the bottom.

  • Tap the Settings (Gear icon) at the top-right side.

  • On the VPN Preferences screen, scroll down and tap the VPN Protocol Settings section, and choose one of the following.

    • IPSec

    • WireGuard

    • Mimic

Norton 360

  • Open Norton Norton 360.

  • Tap the Menu (second tile) at the bottom.

  • Tap VPN under the Privacy section.

  • Tap the Settings (Gear icon) at the top-right side.

  • On the VPN Preferences screen, tap Advanced Settings, and choose one of the following.

    • IPSec

    • WireGuard

    • Mimic

If the issue persists, delete the VPN profile and try again. To delete the VPN profile, read Learn more about deleting your Norton VPN profile.

If you are still having issue, you can share your feedback via our Feedback option in the VPN product. You can also contact us by visiting Member Services and Support.

DocID: v137733116
Last modified: 06/26/2026

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