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Error: (9012, 13801) "An error is preventing the VPN from connecting. Reference error ID 13801"

To fix this issue, check the root certificates that are installed with Norton Secure VPN. If you find multiple entries of Surf Easy, delete the old certificates.

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

  5. If you see multiple SurfEasy entries, old certificates must be deleted.

    • 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, look for Norton 360 and check the "installed on" date.

    • Match the Norton 360 install date with expiration date of SurfEasy certificates and delete the duplicates.

Løsningen gjorde det enklere å håndtere problemet.

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DOCID: v135460901
Operativsystem: Windows
Sist endret: 11/04/2021