Fix problem accessing the Internet when connected to Norton Secure VPN

1. Exit all programs.

2. Restart the computer.

Connect to different VPN region and try to access the website. On your Norton Secure VPN app, in the VPN region or Regions screen, select a different geographic region from the drop-down list.

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

• Example #2: If you are in the USA and the VPN region is already selected to "USA", then, connect to Canada region manually.

• Example #3: If you are in Germany and the VPN region is already selected to "Germany", then, connect to the closest different region "Poland", "Switzerland" or "France".

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.

   If you still cannot connect, go to Step 4.

1. Open your Norton device security product.

   If you see the My Norton window, next to Device Security, click Open.

2. In the Norton product main window, click Settings.

3. In the Settings window, click Firewall.

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

5. In the Network Trust window, under Trust Level, choose your Network and Select "Full Trust" and choose the network named "NortonSecurevpn" and select "Full Trust".

Depending on your product, choose one of the following to disable Ad-Tracker.

Depending on your product, choose one of the following to disable Kill Switch.

1. Exit all programs.

2. Restart Mac.

Connect to different VPN region and try to access the website. On your Norton Secure VPN app, in the VPN region or Regions screen, select a different geographic region from the drop-down list.

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

• Example #2: If you are in the USA and the VPN region is already selected to "USA", then, connect to Canada region manually.

• Example #3: If you are in Germany and the VPN region is already selected to "Germany", then, connect to the closest different region "Poland", "Switzerland" or "France".

1. Click the Apple icon in the top-left area and then choose Hit OK for completing the task.

2. Select Network.

3. Click on Internet connection showing the status Connected. The next step is to click the Advanced button in the bottom.

4. Proceed to TCP/IP tab and select Renew DHCP Lease.

5. Hit OK for completing the task.

6. Reboot Mac.

   If you still cannot connect, go to Step 4.

Depending on your product, choose one of the following to disable Ad-Tracker.

Connect to Norton Secure VPN after disabling Ad Tracker.

Mac OS 12 or below

1. On your Mac home screen, click on the Apple menu and click System Settings.

2. In the pop-up window that appears, click Network on the left side of the screen.

3. In the Network window, under Other Services, click Norton.

4. In the Norton window, toggle Connect on demand to disable the feature.

5. Click Apply.

Mac OS 13

1. On your Mac home screen, click on the Apple menu and click System Settings.

2. In the System Settings window, click VPN on the left-side of the screen.

3. In the VPN window, next to Norton, click the icon.

4. In the pop-up that appears, on the right pane, toggle Connect on demand to disable the feature.

5. Click Ok.

1. If the device is connected to a mobile data or cellular data network, configure App Data settings.

• From the Home screen, go to Settings > Data Usage > App Data Usage

• From the list of app, tap Norton Secure VPN.

• Make sure that the following settings are turned off for Norton Secure VPN:

  • Disabled Wi-Fi

  • Disabled Data Usage

         The settings name may vary depending on the device make and model.

Connect to different VPN region and try to access the website. On your Norton Secure VPN app, in the VPN region or Regions screen, select a different geographic region from the drop-down list.

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

• Example #2: If you are in the USA and the VPN region is already selected to "USA", then, connect to Canada region manually.

• Example #3: If you are in Germany and the VPN region is already selected to "Germany", then, connect to the closest different region "Poland", "Switzerland" or "France".

1. Sign-out from Norton Secure VPN.

2. Restart your Android device.

3. Open and sign in to Norton Secure VPN.

1. Open Norton Secure VPN.

2. Tap the Ad Tracker icon at the bottom of the screen.

3. In the Ad Tracker screen, slide Block Ad Trackers to disable Ad Trackers

   Ad Tracker blocking works only when Virtual Private Network is turned on.

4. Connect to Norton Secure VPN after disabling Ad Tracker.

5. If the problem persists, disable IPv6 on your device.

   For more information, read: Disable Internet Protocol Version 6 (IPv6) on your device

1. Turn off Secure VPN if it has been turned on.

2. Click the hamburger icon on the top-left corner of the screen and click Settings.

3. In the Settings screen, slide Kill Switch to disable the feature.

4. Turn on Secure VPN and access the Internet.

1. If the device is connected to a mobile data or cellular data network, go to Settings > Secure VPN.

   Make sure that Cellular Data is turned on.

2. Check if any other VPN app or VPN service is installed on the device.

   For example, Norton 360 for Mobile.

3. Turn off any other VPN app or service if installed or enabled on the device.

Connect to different VPN region and try to access the website. On your Norton Secure VPN app, in the VPN region or Regions screen, select a different geographic region from the drop-down list.

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

• Example #2: If you are in the USA and the VPN region is already selected to "USA", then, connect to Canada region manually.

• Example #3: If you are in Germany and the VPN region is already selected to "Germany", then, connect to the closest different region "Poland", "Switzerland" or "France".

1. Sign-out from Norton Secure VPN.

2. Restart your iOS device.

3. Open and sign in to Norton Secure VPN.

1. Open Norton Secure VPN.

2. Tap the Ad Tracker icon at the bottom of the screen.

3. In the Ad Tracker screen, slide Block Ad Trackers to disable Ad Trackers.

   Ad Tracker blocking works only when Virtual Private Network is turned on.

4. Connect to Norton Secure VPN after disabling Ad Tracker.