EE VPN

[Ducatibiker]

Hi all, quick question - I've got EE Cyber Security installed on my MAcBook. I can't get the VPN to turn on - a message flashed up earlier saying I'm on a public network. I'm at home and def not on public.. Anyone help?

[Jacob_]

What version of Mac OSX are you using? I know it's a stupid question, but on the image it says "Sign in to use your vpn" - what happens when you sign out then back in? 

[tomworth]

I have MacOS Tahoe 26.1 currently. Signing out and back in does not fix the issue - it still says “Sign in to use your VPN”.

[Jacob_]

I see, are you using the same login that you activated the subscription on? If there's a "my subscription" section anywhere, or maybe under account, (sorry, I don't use the software but trying to help)  It should tell you if there's an active subscription. It sound to me like you’re signed into a Norton account that doesn’t actually have the EE VPN entitlement attached.

If you can post an image of your subscription, blur our any personal details first before posting.

Also if you're comfortable using terminal then run these commands, some might require sudo access so it'll ask you for your account password for privilege elevation.

scutil --nc list

You’ll see entries like * (Connected) or service names. If there’s another VPN connected, Norton can get weird.

scutil --nwi

Look for anything that says VPN/utun/tun

ifconfig | grep -E "^utun|status:"

You can use ifconfig to see if anything else is creating VPN connections. You most likely don't, but it's just to eliminate any potential issues.
Norton VPN relies on Apple’s Network Extension framework (NEVPNManager) and often a content filter / system extension for “Ad Tracker Blocking”. So you can also run the following to see if it's been activated.

systemextensionsctl list | grep -Ei "filter|network|vpn|norton|symantec"

If Norton components show as “activated enabled” that’s good. If you see “waiting for user approval” or not present at all, macOS approval is the issue.  You should be able to see the logs for the last 30 mins, you can change the value from 30m to 5m etc if you have only just opened the app. Be careful about posting any logs, make sure if you see any emails/passwords etc in it you redact.

log show --last 30m --style syslog --predicate '(process CONTAINS[c] "Norton") OR (process CONTAINS[c] "Symantec") OR (subsystem CONTAINS[c] "com.apple.networkextension")' | tail -n 300

[Jacob_]

You can also try this approach, quit norton completely, uninstall it, reboot. 
After reboot open terminal  (CMD and space, search terminal) or under Applications -> utilities -> terminal 

Just a warning, using terminal is more of an advanced way of accessing your system, so be very careful about what you type in. 

 

sudo profiles -P

 Look for anything that contains norton, symanetec , vpn etc.

if you do, you can remove it by using 

sudo profiles -R -p profile_identifier

Then we need to see if the extensions are remaining, there was a bug in back in Mac OSX 15.3 when removing an application it didn't remove the system extension, which has seemed to have re-appeared back in 26 (Tahoe). 

So we need to do the following:

systemextensionsctl list | grep -Ei "norton|symantec|vpn|filter|network|ee"

So we're looking for team id and bundle id for example 

9PTGMPNXZ2 com.apple.system_extension.endpoint_security

TEAM ID^  BUNDLE ID ^

remove it by doing  (please don't remove anything that you don't know, only if it relates to norton)

sudo systemextensionsctl uninstall teamid  bundleid

e.g sudo systemextensionsctl uninstall EQHXZ8M8AV com.tailscale.ipn.DO-NOT-COPY

Then after that, reboot and reinstall and login with the account you linked your norton subscription with via EE. Let me know if you need more help and I'll see what I can do!

[Kielty1]

same issue here - clearly an EE/Norton subscription issue. I am signed in on EE Cyber Security but does not say anything about a VPN subscription.

[Leanne_T]

Hi there @Kielty1 

Thanks for coming back to the community. 

If you're getting the same message and you've not already been in touch with Norton, please contact Norton support who will be able to help you with the VPN. 

Leanne. 
 

[Ducatibiker]

Hi, this is what I get from Norton.  I subscribe through EE so would’ve thought they hold responsiblity?

[Leanne_T]

Hi there @Ducatibiker 

Thanks for coming to the community. 

Have you registered previously and getting an error message today? Can you access the EE Cyber Security app and have an active subscription?

Leanne.

[Ducatibiker]

yes on all counts... and still can't get into the VPN on the Mac. It appears an issue with EE, not Norton. It's disappointing that it hasn't been resoled on an otherwise great app.

[Leanne_T]

Thanks @Ducatibiker 

If you get in touch with our tech guides on 150, they can see if everything is set up correctly at our end and let you know what is needed to get this investigated. 

Leanne.