NortonVPN/Wireguard Selectively connecting to internet

VPN
1

I’m trying to help troubleshoot my parents’ computer, and I’ve run into a bit of a stumper of an issue.

They have Norton VPN installed on Windows 10 Home. Ethernet connection to the router for LAN/Internet. The Network, as a whole, is working fine as any other device in the house is able to access it just fine with no issues. But for this one Desktop PC, it can access some sites, like Google, YouTube, etc. but when they try to access a site like XFinity to get into their email, the email server refuses to respond. Likewise, they use Magic Jack VoIP and it’s having trouble connecting and loading their contacts list. It can still receive calls and dial out, but without the contacts list the numbers would have to be entered manually. The connections icon shows the following:

Network Connection
internet access

wgTunnel
no internet access

From what I’ve found, Norton VPN now utilizes WireGuard Tunnel to provide their VPN services. Also, the VPN is set to auto-update so it shouldn’t be an old version. I know Norton VPN is either a half-step up (or a half-step down) from hot garbage, but it’s what they use because they pre-paid for some long-term service plan or something and they “want to get their money’s worth”. And I’m using “they” more ceremonially here, as the service plan outlasted the one who paid for it so it’s really just figuring it out for the remaining half of “they”. So, any clues or suggestions?

2

Are you able to access the sites if you turn the VPN off?

3

Alright, it took a while to get more info on this, but here’s that sit-rep as it stands:

The morning after I saw your suggestion, I went to attempt to test it. However, inexplicably, everything was working fine even though nothing new had been attempted. We had already tried shutting down the PC several times over the course of several days prior to that in an attempt to solve the issue, but none of those attempts yielded any results. However, that morning when starting the computer up, everything seemed to come up fine; Magic Jack loaded the contacts and XFinity could log into the Email server without issue.

Not this time, but a previous time I’ve tried dealing with a similar issue with this computer, I’ve had problems trying to get the VPN to shut off; the toggle [on/off] switch on the dashboard didn’t seem to want to respond for some reason. Also, since other sites were still accessible as well as other computers on the same network still being able to access these inaccessible sites, I didn’t think it was the VPN, specifically, but some other factor so it slipped my mind to test it at first.

If the issue arises again, I’ll try testing that first thing but, for now, it seems the problem has spontaneously fixed itself and hasn’t presented itself again to test for possible causes.