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Fix Internet connectivity problem with an app or a program after connecting to Norton Secure VPN

Some of the applications or its services, do not support the VPN traffic due to security reasons or geo restrictions.

Media streaming apps such as Netflix and Hulu, block VPN traffic to enforce geo-location based restrictions. For more information, Learn why media streaming services or apps do not work when connected to Norton Secure VPN.

To fix this problem, uninstall and reinstall Norton Secure VPN.
STEP 1

Uninstall Norton Secure VPN

  1. Click the Norton Secure VPN icon in the system tray or notification area.

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

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

    appwiz.cpl 
  4. In the list of currently installed programs, select Norton Secure VPN, and click Remove or Uninstall.

  5. Follow the on-screen instructions to uninstall Norton Secure VPN.

STEP 2

Install Norton Secure VPN

  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 your Norton account, and click Sign In.

    If you do not have a Norton account, click Create account and complete the sign-up process.

  3. In the Subscriptions page, select Norton Secure VPN, and then click Download.

  4. Click Agree & Download.

  5. Click OK to save and open the Setup.zip file.

  6. When the download finishes, double-click the Norton product Installer.

    If you see a Security Warning about opening the downloaded file, click Run to continue.

  7. Click Next to start the installation.

  8. Read the license agreement, and then click I Agree.

  9. When the installation finishes, click Finish.

If the issue persists, try the following steps:

Connect to a different VPN region

Connect to different VPN regions and try to use the respective app that fails to connect its service.

Example #1: If you are in USA and the VPN region is set to "Auto-Select", then, connect to USA region manually.

Example #2: If you are in Germany and the VPN region is already selected to "Germany", then, connect to closest different region "Switzerland" or "France".

If the streaming content is available in your region, make sure that you disconnect Norton Secure VPN before you access the streaming websites.

Exclude streaming apps thru Split Tunnel

The Split Tunnel feature lets you exclude the respective apps traffic from passing through Secure VPN. The Split Tunnel feature is currently available on Norton 360, Norton Secure VPN for Windows and Android only.

The Split Tunnel feature is currently available on Norton 360, Norton Secure VPN for Windows and Android only.

Choose one of the following to access Split Tunnel on your device.

Windows on Norton 360

  1. Open your Norton device security product.

    If you see the My Norton window, next to Secure VPN, from the drop-down menu, click Settings.

  2. In the Settings window, next to Split Tunnel, click the icon.

  3. In the Split Tunnel window, move the slider to enable the feature.

    In the App Excluded section, click Add and select the application that you want to exclude from the Secure VPN traffic.

  4. In the alert message that you receive, click OK.

    The newly selected apps will be excluded from your Secure VPN traffic when you turn on VPN next time.

    The alert message appears only when Secure VPN is turned on in Norton 360.

Windows on Norton Secure VPN app

  1. Launch Norton Secure VPN app on Windows.

  2. Click the Settings icon at the top of the app and then click Split Tunnel.

  3. In the Split Tunnel page, move the slider to enable Exclude apps from your Secure VPN traffic.

  4. Click Add an Application.

    In the Add Another Application window, select the application that you want to exclude from the Secure VPN traffic and click Open.

  5. Click TURN ON VPN.

Android

  1. Open Secure VPN.

  2. Tap the menu icon , on the top left of the screen and tap Settings.
  3. In the Settings screen, move the slider to enable Split Tunneling.

  4. To exclude an app, tap Exclude Apps under Split Tunneling.

  5. In the Exclude Apps screen, click to select the apps that you want to exclude from Secure VPN traffic.

    Turn off VPN and turn it on again to apply the changes made for Split Tunneling.

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DOCID: v122748273
Operating System: Android;Windows
Last modified: 05/27/2022