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

This error may appear if the network traffic on IPSec ports is blocked. To fix this problem, configure the Norton Firewall or your network router to allow UDP Ports 4500 and 500.

STEP 1

Temporarily disable the Norton Firewall (for a brief test)

  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, next to Smart Firewall row, move the On/Off switch to Off.

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

  7. Do one of the following:

    • If you can connect to Secure VPN, go to Step 2 to configure Norton Firewall settings to allow IPSec ports.

    • If Secure VPN still fails to connect with error ID 809, go to Step 3.

    After you check the Secure VPN connection, repeat step 4 and 5 to turn on the Norton Firewall again.

STEP 2

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.

STEP 3

Configure your network router

  • To connect to the Norton VPN servers, Secure VPN uses UDP ports 4500 and 500. If Secure VPN fails to connect even after you disable the Norton Firewall, then it could be due to:

    • Your network router blocking IPSec ports

    • Your Internet service provider blocking IPSec ports or all VPN traffic

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

    Check your network router settings if it blocks the IPSec ports. You need to disable the router firewall or configure it to allow IPSec pass-through, or allow access to UDP ports 4500 and 500. For more information, refer to the help documentation provided by the router manufacturer.

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

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Идентификатор документа (DOCID): v135460781
Операционная система: Windows
Последнее изменение: 12/10/2020