Fix problem with Norton Secure VPN screen if it stays at "Connecting"
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.
If the problem persists, select one of the following depending on your product and operating system:
STEP 1
Restart your computer
-
Exit all the programs.
-
Restart your computer.
STEP 2
Check for network problems
-
This error can be caused due to temporary problems with your network connection. If you were able to connect to Secure VPN before on the same network, wait for some time and try connecting to Secure VPN again.
Some networks do not allow VPN connections and restrict VPN access using network or firewall settings. If this error appears when you connect to Secure VPN for the first time, it could be due to the network or firewall settings.
If you repeatedly see this error message, connect to a different network or connect to the mobile data connection on your device.
STEP 3
Check TAP driver status
-
Press the + keys to open the Run dialog box.
-
Type in the following text, and then press .
ncpa.cpl
-
In the Network Connections window, check if the Local Area Network connection that uses Symantec TAP Driver is disabled. If it disabled, right-click and click .
-
Under Network adapters, make sure that is listed and not disabled.
If it is disabled, right-click , and click .
Inform the user that Norton Secure VPN requires Symantec TAP driver to connect to VPN.
STEP 1
Restart your computer
-
Exit all the programs.
-
Restart your computer.
STEP 2
Check for network problems
-
This error can be caused due to temporary problems with your network connection. If you were able to connect to Secure VPN before on the same network, wait for some time and try connecting to Secure VPN again.
Some networks do not allow VPN connections and restrict VPN access using network or firewall settings. If this error appears when you connect to Secure VPN for the first time, it could be due to the network or firewall settings.
If you repeatedly see this error message, connect to a different network or connect to the mobile data connection on your device.
STEP 1
Restart Norton Secure VPN
-
Start Norton Secure VPN.
-
In the top-right corner, click the user icon 
, and click .
-
Click the settings icon 
and click .
-
Restart your device.
-
Start Norton Secure VPN and sign in using your Norton account.
STEP 2
Check for network problems
-
This error can be caused due to temporary problems with your network connection. If you were able to connect to Secure VPN before on the same network, wait for some time and try connecting to Secure VPN again.
Some networks do not allow VPN connections and restrict VPN access using network or firewall settings. If this error appears when you connect to Secure VPN for the first time, it could be due to the network or firewall settings.
If you repeatedly see this error message, connect to a different network or connect to the mobile data connection on your device.
STEP 3
Check TAP driver status
-
Press the + keys to open the Run dialog box.
-
Type in the following text, and then press .
ncpa.cpl
-
In the Network Connections window, check if the Local Area Network connection that uses Symantec TAP Driver is disabled. If it disabled, right-click and click .
-
Under Network adapters, make sure that is listed and not disabled.
If it is disabled, right-click , and click .
Inform the user that Norton Secure VPN requires Symantec TAP driver to connect to VPN.
STEP 1
Restart Norton Secure VPN
-
Start Norton Secure VPN.
-
In the top-right corner, click the user icon , and click .
-
Click the settings icon and click .
-
Restart your device.
-
Start Norton Secure VPN and sign in using your Norton account.
STEP 2
Check for network problems
-
This error can be caused due to temporary problems with your network connection. If you were able to connect to Secure VPN before on the same network, wait for some time and try connecting to Secure VPN again.
Some networks do not allow VPN connections and restrict VPN access using network or firewall settings. If this error appears when you connect to Secure VPN for the first time, it could be due to the network or firewall settings.
If you repeatedly see this error message, connect to a different network or connect to the mobile data connection on your device.
STEP 1
Restart Norton Secure VPN
-
From the Home screen, launch Norton Secure VPN.
-
In the top-left corner, tap the menu icon 
, and then tap .
-
Exit the Norton Secure VPN app.
-
Restart your device.
-
Launch the Norton Secure VPN app again and sign in using your Norton account.
STEP 2
Check for missing VPN Profile
Your iOS device requires to install a VPN profile to allow the protected connections. This profile allows the VPN app to connect to the VPN server. Make sure that the VPN profile is installed on your device.
-
Go to > .
-
Check if Secure VPN is listed under Personal VPN.
-
If you see any other app or VPN service listed, we recommend you remove it.
STEP 3
Check for network problems
-
This error can be caused due to temporary problems with your network connection. If you were able to connect to Secure VPN before on the same network, wait for some time and try connecting to Secure VPN again.
Some networks do not allow VPN connections and restrict VPN access using network or firewall settings. If this error appears when you connect to Secure VPN for the first time, it could be due to the network or firewall settings.
If you repeatedly see this error message, connect to a different network or connect to the mobile data connection on your device.
STEP 1
Restart Norton Secure VPN
-
From the Home screen, launch Norton Secure VPN.
-
In the top-left corner, tap the menu icon , and then tap .
-
Exit the Norton Secure VPN app.
-
Restart your device.
-
Launch the Norton Secure VPN app again and sign in using your Norton account.
STEP 2
Check for missing VPN Profile
When installing the VPN on your Android device, you are asked to allow the VPN to connect to our private network. Usually, this appears only for the first time you install and run the application. However, if you delete and reinstall, sometimes this prompt to install VPN profile may not appear again.
To check if VPN profile is installed on the device, do one of the following:
Depending on your device manufacturer, the VPN settings may vary.
-
Go to > > > .
OR Go to > > > .
OR Go to > > .
-
Go to > > > > .
-
Under VPN, check if "Secure VPN" is listed.
-
If you see any other app or VPN service listed, we recommend you remove it.
STEP 3
Check for network problems
-
This error can be caused due to temporary problems with your network connection. If you were able to connect to Secure VPN before on the same network, wait for some time and try connecting to Secure VPN again.
Some networks do not allow VPN connections and restrict VPN access using network or firewall settings. If this error appears when you connect to Secure VPN for the first time, it could be due to the network or firewall settings.
If you repeatedly see this error message, connect to a different network or connect to the mobile data connection on your device.
Need more help?
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기술 자료 번호: v124879257
운영 체제: Windows, Mac OS X, Android, iOS
최근 수정된 날짜: 2019/12/03