Message: "Connection Error: Secure VPN has experienced a connection failure. Please try again later."

This problem can occur if Norton Secure VPN fails to establish a connection to the VPN server. Make sure that your device is connected to the Internet.

To fix this problem, uninstall and reinstall the WAN Miniport drivers and reset the network adapter settings. If the problem persists, uninstall and reinstall Norton.

STEP 1

Uninstall and reinstall WAN Miniport drivers

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

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

    devmgmt.msc

  3. In the Device Manager window, double-click Network adapters to expand it.

  4. Under Network adapters, double click WAN Miniport drivers (IKEv2) to open driver properties.

    If you cannot find WAN Miniport drivers (IKEv2) under Network adapter, from the top menu bar, click View > Show hidden devices.

  5. On the Driver tab, click Uninstall or Uninstall Device.

  6. Follow the on-screen instructions.

  7. Repeat lines 4 to 6 to remove the following drivers:

    • WAN Miniport drivers (IP)

    • WAN Miniport drivers (IPv6)

    Follow the on-screen instructions and remove the WAN Miniport and TAP drivers.

  8. In the Device Manager window, from the top toolbar, click Action and then click Scan for hardware changes.

  9. Follow the on-screen instructions to install WAN Miniport device drivers.

    After the device driver installation is complete, you can start Norton and turn on Secure VPN. If the problem persists, go to Step 2.

STEP 2

Reset network adapter and TCP/IP stack

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

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

    cmd

  3. In the Command Prompt window, type the following and press Enter:

    netsh winsock reset

    When the Winsock reset is complete, the message "Winsock reset completed successfully" appears in the Command Prompt window.

  4. In the Command Prompt window, type the following and press Enter:

    netsh int ipv4 reset

    If you use IPV6, type the following command and press Enter:

    netsh int ipv6 reset

  5. Exit all programs and restart your computer.

STEP 3

Check the root certificates for Secure VPN

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

  2. Type the following text, and then press Enter.

    certlm.msc

  3. Expand the Personal folder and then click Certificates.

  4. In the right pane, under the Issued by category, look for the SurfEasy entries.

    Check "Surf Easy certificates" are installed in the Local Machine Certificate store. (Personal, Trusted Root and Intermediate Cert)

  5. If you see multiple SurfEasy entries, delete the old certificates.

    To find the date of installation for Norton, do the following:

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

    • Type the following text, and then press Enter.

      appwiz.cpl

    • From the list of installed programs, find Norton 360 or Norton Secure VPN and check the "installed on" date.

    • Match the Norton install date with the expiration date of Surfeasy certificates and delete the duplicates.

  6. Exit the Certificates Manager window.

  7. Start Norton and turn on Secure VPN.

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DOCID: v135213476
Operating System: Mac OS X
Last modified: 11/29/2020