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Error: (9012, 809) "An error is preventing the VPN from connecting. Reference error ID 809"

Secure VPN needs access to UDP ports 4500 and 500 to connect to the VPN servers. You may see this error if the Internet traffic on these ports is blocked by:

  • A software firewall that is installed on the device

  • Your network router

  • Your Internet service provider blocking VPN traffic

  • Regional Internet access restrictions for VPN traffic that are enforced by the local authorities

To fix this problem, ensure that the Internet traffic on ports 500 and 4500 is not blocked on your device and your network. If the problem persists, you may need to contact your service provider to allow Internet traffic on these ports.


Configure Norton Firewall settings

  1. Start Norton.

  2. In the My Norton window, next to Device Security, click Open.

  3. In the Norton main window, click Settings.

  4. In the Settings window, click Firewall.

  5. On the General Settings tab, in the Network Trust row, click Configure.

  6. For your current network connection, change the Trust Level to Full Trust.

    If the Trust Level is already set to Full Trust, go to the next steps.

  7. Click Apply.

  8. In the Firewall Settings window, on the Traffic Rules tab, click Add.

  9. In the Add Rule wizard, follow the instructions to allow network traffic on UDP ports 4500 and 500.

  10. Click Apply and click OK.

  11. Exit the Device Security settings window and then turn on Secure VPN in the My Norton window.

    If the issue persists, go to Step 2.


Configure your network router

    The following steps are provided only for your reference. For detailed steps and more information, refer to the help documentation that is provided by the router manufacturer.

  1. Connect your computer's LAN port to your gateway Router's Ethernet port.

    You may also connect to the gateway router over Wi-Fi.

  2. In your browser, go to the router configuration page by typing the IP address.

    Most of the routers use one of the following default gateway addresses:




  3. Type your user name and password and sign in to your gateway router.

  4. Unless you changed it, your router uses the default password to sign in. If you don't remember the default password, refer to the help documentation that is provided by the router manufacturer.

  5. Locate the Firewall settings.

  6. Allow access on ports 500 and 4500.

    If you do not find the option to allow access on ports 500 and 4500, you may also turn off the Firewall.

  7. Save and exit the router settings.

  8. Start Norton and turn on Secure VPN in the My Norton window.

If the problem persists, contact your Internet service provider to allow access to UDP ports 4500 and 500.

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DOCID: v135460781
Operating System: Windows
Last modified: 03/23/2021