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Kudos2

Norton toolbar update crashes Firefox 18

I updated Norton Internet Security with patches and updated Firefox to 18 and although all of the Norton toolbar items and vulnerability items appear and work, I get a crash notice when I close Firefox and an unable to restore previous session notice when restarting Firefox.  These problems disappear when the Norton add-ons are disabled (individually and collectively). I also restarted my computer and firefox numerous times

Has anyone else had this problem?  Is there a fix? 

I am currently running Windows 7 64-bit.  NIS 20.2.0.19; Norton FF toolbar version 2013.2.3.1; Norton FF vulnerability Protection 11.1.1.5 - 2

Replies

Kudos0

Re: Norton toolbar update crashes Firefox 18

I updated Norton Internet Security with patches and updated Firefox to 18 and although all of the Norton toolbar items and vulnerability items appear and work, I get a crash notice when I close Firefox and an unable to restore previous session notice when restarting Firefox.  These problems disappear when the Norton add-ons are disabled (individually and collectively). I also restarted my computer and firefox numerous times

Has anyone else had this problem?  Is there a fix? 

I am currently running Windows 7 64-bit.  NIS 20.2.0.19; Norton FF toolbar version 2013.2.3.1; Norton FF vulnerability Protection 11.1.1.5 - 2

Kudos0

Re: Norton toolbar update crashes Firefox 18

Hi Andreaskip,

Sorry for the issue you are facing.

Could you provide any specific scenario in which you are facing firefox crash like visiting any website?

Thanks,

Senthil.

Kudos1

Re: Norton toolbar update crashes Firefox 18

Fortunately, It doesn't happen while in the browser, so the website doesn't really factor into the equation.  I get the Mozilla crash notice only when I close the browser, and when I restart the browser, I get the unable to restore session notice.  Once in the browser, everything works fine.

I can live with the problem if I have to since everything is functional, but I would prefer not to have it happen. 

Thanks for your help.

Andrea

Kudos1

Re: Norton toolbar update crashes Firefox 18

I have the same problem. With the toolbar enabled, Firefox 18 crashes as soon as I close a tab, I also get a crash message every time I close Firefox. The problem disappear as soon as the toolbar extension is disabled in Firefox.

Harry V.

Kudos1

Re: Norton toolbar update crashes Firefox 18

I'm having exactly the same problem. Firefox (18.0) crashes whenever I close any tabs. The problem stops when I disable the Norton Toolbar 2013.2.3.1

Kudos0

Re: Norton toolbar update crashes Firefox 18

FF 18.0 crashes as soon as I open 'Add-Ons' even when local network is disabled. To turn Norton Toolbar OFF, seems to help. FF is not my default browser anymore, but I had to revert to 17.0.1 to avoid these crashes (hangs).

I am running Windows 7 Pro 64-bit. NIS 20.2.0.19; Norton toolbar 2013.2.3.1; Norton vulnerability Protection 11.1.1.5 - 2

NS 22 / Win7x64Pro SP1 & NIS 21 Online [non-English from ISP] Win 8.1
Kudos0

Re: Norton toolbar update crashes Firefox 18

I have the same problem. If I close the firefox brower, I get a crash report notification. If I have multiple tabs open, closing one of them causes firefox 18 to completely close with a crash report.

I also had an issue when trying to post pictures to an ebay auction I was creating. When the pop up window was up the upload photos was fine, but when the box was hit to close the pop up window, firefox closes completely and a crash report pops up.

I also had to shut down the safe web to do any browsing at all.

Kudos0

Re: Norton toolbar update crashes Firefox 18

may i ask how many toolbars besides Norton toolbar are u using with Firefox?

NIS 2014 OS Windows 7 Ultimate Sp1
Kudos2

Re: Norton toolbar update crashes Firefox 18

Thanks for letting us know about this issue. We're looking into the problem, and we need a bit more information. I've sent you all a Private Message (yellow envelope in the upper right corner) with instructions on collecting and sending us logs. Let me know if you're able to help this way. Thanks again.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Norton toolbar update crashes Firefox 18

I had this problem as well. Firefox crashed every time I closed one or two tabs. But I fixed it by disabling Norton Safe Search. I still have the Norton Toolbar and Norton Safe Web.

Kudos0

Re: Norton toolbar update crashes Firefox 18

Also, the problem may just be with XP users:

http://support.mozilla.org/en-US/questions/946661

Kudos1

Re: Norton toolbar update crashes Firefox 18


rika wrote:

may i ask how many toolbars besides Norton toolbar are u using with Firefox?


 

Is the question for the OP?

Anyway, I have ONE toolbar in addition to Norton Toolbar (3 extensions in all)

 [Edit: Tony_Weiss has asked for logs. I have reverted to FF 17.0.1, but I shall re-install 18.0 and create the logs. Maybe tomorrow.. I really appreciate the vendor's presence!]

NS 22 / Win7x64Pro SP1 & NIS 21 Online [non-English from ISP] Win 8.1
Kudos0

Re: Norton toolbar update crashes Firefox 18


JohnDissident wrote:

rika wrote:

may i ask how many toolbars besides Norton toolbar are u using with Firefox?


 

Is the question for the OP?

Anyway, I have ONE toolbar in addition to Norton Toolbar (3 extensions in all)

 [Edit: Tony_Weiss has asked for logs. I have reverted to FF 17.0.1, but I shall re-install 18.0 and create the logs. Maybe tomorrow.. I really appreciate the vendor's presence!]


i asked cos i used to have once 3-4 toolbars and from time to time had frequent crashes at an advice of a friend i reduced the number to only one also memory usage from firefox droped much after that and now i don't have crash reports ofcource it can be a compatibility issue too but i'm not a specialist for that

NIS 2014 OS Windows 7 Ultimate Sp1
Kudos0

Re: Norton toolbar update crashes Firefox 18

Thanks this worked for me

Kudos0

Re: Norton toolbar update crashes Firefox 18

I don't know how to quote but I was replying in my above post ^^ to the suggestion about  disabling safe search.

Kudos1

Re: Norton toolbar update crashes Firefox 18

Thanks for responding so quickly. I'll respond to e message as soon as I am back at my home computer.

Kudos0

Re: Norton toolbar update crashes Firefox 18

My computer with Windows XP has no problems. The problem occurs in the computer with Windows 7 Pro.

Kudos0

Re: Norton toolbar update crashes Firefox 18

re toolbars: I have 3 other toolbars besides Norton.  (Bookmark, Menu and Navigation). 

Kudos0

Re: Norton toolbar update crashes Firefox 18

I'm also having the same issue with Firefox 18.0 crashing. The patch was applied to the Norton tool bar but the problem still exists. Under my extensions in Firefox I have Norton tool bar version 2013.2.3.1 (disabled right now to stop the crashing), Norton vulnerability protection version 11.1.1.5 -2 currently enabled & Java console version 6.0.37 enabled. Every time I close a tab or close my browser I receive a Firefox crash notice, also if I attempt to make any transactions on line or try to read a PDF it crashes when the tool bar is enabled. When I disable Norton tool bar I have no problems. I am running Win 7 pro 64bit. I really like using the tool bar so I hope this annoying issue gets resolved quickly. Anything I can do to assist in the process just let me know.  Thank you.

Kudos1

Re: Norton toolbar update crashes Firefox 18

I am running W/Vista Home Premium with Norton Tool bar 2013.2.3.1 and my Firefox 18.0 crashes when I exit FF.

However, I have a W/8 laptop with the same Norton toolbar and FF 18.0 and it works fine.

Why the problem with W/Vista HP and when can a fix be expected?

Kudos1

Re: Norton toolbar update crashes Firefox 18

My problems with FF 18 is probably different from the issue the other users have reported. My FF is not crashing, it just stops to respond. 'Application hang' is recorded in the Event Viewer.

 

After a lot of troubleshooting (FF in safe mode/HW acceleration etc) I have found the culprit, it is NOT the Norton Toolbar, but the other toolbar (extension) I have. This is confirmed by the other toolbar's vendor. (It works well with FF17 and the latest versions of Chrome and IE9.)

Sorry for “accusing” Norton!

NS 22 / Win7x64Pro SP1 & NIS 21 Online [non-English from ISP] Win 8.1
Kudos0

Re: Norton toolbar update crashes Firefox 18

Thanks for the feedback JohndDssident,

Could you  tell us whichi "other toolbar extention" you found to be causing the problem as it migt help others in the future if we knew the name of it! 

Kudos0

Re: Norton toolbar update crashes Firefox 18

I'm having the same problem.  In my case, Firefox crashes when I use my XP user account but it does not crash when my wife uses her XP account on the same computer.  I have two other coputers running XP and they both work fine.

Kudos0

Re: Norton toolbar update crashes Firefox 18

Like most of the other posters I am also having problems with Norton Toolbar and Firefox 18.0. I am running Windows 7 64-bit with Norton 360 20.2.0.19. I have added-on Norton Toolbar 2013.2.3.1 and Norton Vulnerability Protection 11.1.1.5 – 2 and I also have the following Firefox extensions: Adblock Plus 2.2.1 and Flash Player 11. I run the following Toolbars: Menu Bar, Navigation Toolbar, Bookmarks Toolbar, and Add-on Bar along with Norton but it appears that neither these Toolbars, not the other add-ons/extensions, have any connection to the problem as it exists whether these are enabled or disabled.

And the problem? Well, we all know the problem by now. Whenever I close Firefox, or just a window I have open in Firefox – any window, it doesn't matter – Firefox crashes and opens the error report window. On restarting it is unable to recover the pages I was on prior to the crash.

To prevent this from happening I have to disable Norton Toolbar 2013.2.3.1 (everything else works just fine) which takes away features that I rely upon in Norton 360.

Everything has been updated and checked and double-checked to ensure that no update was left behind.

Kudos0

Re: Norton toolbar update crashes Firefox 18

Thanks everyone for posting to the thread. As a reminder, please include as much detail about your OS and other installed programs. It makes it much easier for us to reproduce this issue in our labs. Thanks again for your patience and your help.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Norton toolbar update crashes Firefox 18


yank wrote:

Thanks for the feedback JohndDssident,

Could you  tell us whichi "other toolbar extention" you found to be causing the problem as it migt help others in the future if we knew the name of it! 


I expected this question, and of course, in a user forum users have to help other users..

“The other toolbar” is Sticky Password, it is the first time I have experienced issues with this “vault”. I feel the program is much more than a vault for web site PWs, and it is known to be compatible with Norton. I learned to love Sticky PW when I ran Kaspersky PURE. PURE has a clone of Sticky, but Kaspersky is very slow to offer patches when FF distributes a new release. It was very simple to transfer the PURE db to Sticky.

It is said that the current Sticky is compatible with FF 17 (what I can confirm) and with FF 19 Beta. You may read yourself what ondrej.novak writes today, follow this link: http://www.stickypassword.com/forum/viewtopic.php?f=79&p=96794&sid=ae422d6cd5851634c111c6e4503a0762#p96794

Sticky PW offers excellent support, but I am also impressed of the Symantec support through this forum. I have received two PMs from Tony_Weiss about Norton Toolbar and FF18. During my years with Kaspersky I am not spoiled with such an engagement.

PS Of course I PM'ed Tony_Weiss as soon I understood what caused my problems.

NS 22 / Win7x64Pro SP1 & NIS 21 Online [non-English from ISP] Win 8.1
Kudos0

Re: Norton toolbar update crashes Firefox 18

Hi JohnDissident,

Thanks agian for the feedback, I'll follow your link when I get caught up a bit here and on the Comcast forum.

Kudos0

Re: Norton toolbar update crashes Firefox 18

I noticed on my W8 Pro system that the Norton Toolbar was updated on 1/16/2013 and I do not have any problems with FF 18.0 on the W/*8 Pro system.

However, my NTB on my Vista System also has the same NTB 2013.2.3.1 as the W/8 Pro system, but the date of its last update was 1/9/2013.

When I use the NTB on the Vista system, FF 18.0 continues to crash on closing the browser if NTB is enabled..

I do not understand why the NTB has not been updated on the Vista system to match the NTB on the W/8 Pro system.

I continue to run Liveupdate and the NTB still has a "last update" date of 1/9/2013..

Kudos0

Re: Norton toolbar update crashes Firefox 18

I've been having continued problems with Norton Identity Safe/Vault with both IE (v.9) and Firefox (v.18), and on multiple computers (32 bit laptop and desktop, and 64bit laptop).

As soon as I open my vault and attempt to load a web page that has a user name/password the web browser quits working (grays out with a 'not responding' message at the top of the browser page). I eventually get the browser to close. But then it's effected my operating system, with general slowness / response time, requiring me to reboot. I've tested this several times now on my different computers, also varying between IE and Firefox.

If I manually enter my user name/password on pages (foregoing Norton Identity Safe) I have no problem accessing the websites.

Based on what I've tested and experienced (multiple computers and multiple web browsers) this is a Norton issue. Suggestions?

Kudos0

Re: Norton toolbar update crashes Firefox 18

I have this problem with Windows XP, but not with Windows 8.

Kudos0

Re: Norton toolbar update crashes Firefox 18

I went ahead and did a reset in FF and it fixed the toolbar/crash problem on the affected XP user account.  Of course I had to do some work on the FF preference, extensions and plugins afterwards.

Kudos0

Re: Norton toolbar update crashes Firefox 18

Sorry John, but that disproves your theory that it isn't the Norton toolbar causing the crashes.  The only 2 toolbars I have are Nortont and Yahoo.  Everything worked fine when I disabled the Norton toolbar.  I have updated to the 2013 version and that hasn't worked either.  And since then I can't even disable it.  Everytime I try, FF crashes when I click "restart firefox."

Kudos0

Re: Norton toolbar update crashes Firefox 18

I'm having the same compatibilty issue.  I updated the Norton toolbar to the 2013 v, and FF 18 still crashes everytime I close a tab or close the browser.  When attempting to disable the toolbar and clicked "restart FF" it crashed and did not disable the toolbar.

I know it's the norton toolbar, because before I updated it and did disable it, everything worked fine.  There's only 2 toolbars I use, Yahoo and Norton.  My OS is Vista Home premium/32 bit.   I need my identity safe!  

This happens everytime FF upgrades to a new version.  I know to prevent it is to wait until Norton has a fix, but this time I was caught off guard and I can't find a way to downgrade back to FF 17.

Come on Norton, when will there be a fix? 

Kudos0

Re: Norton toolbar update crashes Firefox 18

Firefox 18.0.1, Norton 360 (fully up-to-date as of today), Vista, Roboform.  Had same crashes that went away with disabling of Norton Toolbar.  With some experimentation I have found that simply disabling Safe Search seems to be sufficient , at least so far, leaving at least safe web intact and functional, which is my primary need.

Kudos0

Re: Norton toolbar update crashes Firefox 18

To itBeMe2.  You have to completely exit FF and then restart it to enable/disable the toolbar.  Simply restarting from the crash report doesn't work.

Kudos1

Re: Norton toolbar update crashes Firefox 18


ItBMe2 wrote:

Sorry John, but that disproves your theory that it isn't the Norton toolbar causing the crashes.  The only 2 toolbars I have are Nortont and Yahoo.  Everything worked fine when I disabled the Norton toolbar.  I have updated to the 2013 version and that hasn't worked either.  And since then I can't even disable it.  Everytime I try, FF crashes when I click "restart firefox."


I guess ItBMe2's post is for dwjohn101 (msg #29) and not me. However, it is interesting that also “the other John” talks about 'Not responding'. I think the “John users” do not have the crash mentioned in this thread.

 

In my case Sticky Password was the reason for 'Not responding' (msg # 26). I want to tell that the Sticky team today has released a new stable version that works well with the new Firefox release (18.0.1).

 

NTB works perfectly in both FF 18.0 and 18.0.1 on my computer with Windows 7 64 bits.



NS 22 / Win7x64Pro SP1 & NIS 21 Online [non-English from ISP] Win 8.1
Kudos0

Re: Norton toolbar update crashes Firefox 18

JohnDissident,

Thanks for reporting back on your findings and results.

Dick Win7x64 SP1 current NSBU
Kudos0

Re: Norton toolbar update crashes Firefox 18

Hia all,

I was directed here by posters on Mozillazine, where I'd been reporting the above sad story.  The consensus there was that the Norton toolbar was the cause of the crashes.  Here's my experience, for what it's worth:

I run Norton Toolbar in Firefox on a Windows XP on a 32 bit PC and also on a 64 bit Windows 7 laptop.  The experience was the same for both.

All was OK till I upgraded to FF 18.0, then I started getting crash reports, not whilst using FF, but when I was leaving it.  I resolved this by fully uninstalling and reinstalling FF, which isn't too much of a chore if you remember to back up bookmarks and extensions first!  This solved the problem.

In case it matters,  uninstalling FF without ticking the box for user details didn't work.

Then along came FF 18.0.1.  I wondered hopefully if this had been in response to all the crash reports, but no, this time FF did start to crash in use, when I tried to shut down individual tabs, as well as when I shut down FF.

After reporting this to Mozillazine and getting their response, I did try running without the Norton Toolbar and they were correct - the problem stopped with that set up.  My problem is thta I rely on the toolbar to manage dozens of logins, so can't manage without it, so I completed the FF iuninstal/reinstall routine again and am, for the moment, back to a fully-functioning system.

I hope a fix is being worked on.  Meanwhile, I've blocked auto-updates of FF.

Kudos0

Re: Norton toolbar update crashes Firefox 18

@ iancol

This is a sad and strange story. Just after installing FF18.0 I thought I had the crash problem, but my issue was 'not responding' caused by another toolbar. My problem is now resolved. I have looked into my logs: I installed Firefox 18.0 on top of 17.0.1, and 18.0.1 on top of 18.0. NTB works flawlessly on my Win7x64 computer.

Obviously only some users experience this crash problem. There must be some system-specific reasons for the crash. You are probably aware of message #9 from Tony Weiss. More information is needed; I hope the users who received the PM from TW have responded and sent their logs (I have not sent my log because I did not have a NTB problem).

Iancol, why is you sure this is a Norton issue? Have you tried to disable all extensions/plug-ins and then enabled them step by step?

What Norton product are you running? Could you please post the link to the Mozillazine thread?

NS 22 / Win7x64Pro SP1 & NIS 21 Online [non-English from ISP] Win 8.1
Kudos0

Re: Norton toolbar update crashes Firefox 18

I was using a fully updated NIS 2012 when I upgraded to FF 18.0 and encountered the crash problem.  FF crashed on both tab closure and program exit with NTB 2012.5.10.1 enabled.  FF did not crash with NTB disabled.  As noted in my earlier post, a FF Reset  (FF Menu - Help - Troubleshooting Information - Reset Firefox) fixed the problem.  I have since upgraded to FF 18.0.1 and NIS 2013 and the problem did not return.  The problem then appears to be a conflict between NTB and the FF configuration.  I am curious to know if anyone else has used the FF Reset and whether or not it fixed their problem.

Kudos0

Re: Norton toolbar update crashes Firefox 18


ItBMe2 wrote:

I'm having the same compatibilty issue.  I updated the Norton toolbar to the 2013 v, and FF 18 still crashes everytime I close a tab or close the browser.  When attempting to disable the toolbar and clicked "restart FF" it crashed and did not disable the toolbar.

I know it's the norton toolbar, because before I updated it and did disable it, everything worked fine.  There's only 2 toolbars I use, Yahoo and Norton.  My OS is Vista Home premium/32 bit.   I need my identity safe!  

This happens everytime FF upgrades to a new version.  I know to prevent it is to wait until Norton has a fix, but this time I was caught off guard and I can't find a way to downgrade back to FF 17.

Come on Norton, when will there be a fix? 

here the link too any  one wishing too   go back too firefox 17.0.1

http://www.filehippo.com/download_firefox/13810/

Kudos1

Re: Norton toolbar update crashes Firefox 18

As everyone here has seen, there is an interaction with Norton Toolbar and the new version of Firefox.

It is good to see that Norton is looking at this seriously, but it has to be noted, that the fix may actually be up to Mozilla to do. After all, things were OK until Firefox updated.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Norton toolbar update crashes Firefox 18

Hi all,  Nice to know, in a way, that I'm not the sole victim of this problem.  In answer to some of the points made above:

  1. I'm sure it's the NTB, as disabling it stopped the problem occurring.

  2. My problems also started with the arrival of FF 18.0 and automatically loading it over FF17, same again when I'd got FF18.0 clean by full uninstall/new install of FF, and then FF18.0.1 arrived.

  3. Mozilla are aware of this issue, because it was on a thread on that site that I found a pointer to here.  Hre's that thread, for the full picture: http://forums.mozillazine.org/viewtopic.php?f=38&t=2645291

I'm going to re-draw atention to this thread.

Thanks again,

Ian

Kudos0

Re: Norton toolbar update crashes Firefox 18

Hi again,

I've been mildly chastised by my friends on the Mozillazine site for referring to the thread I drew your attention to as a Mozilla thread, indicating it was an official Mozilla activity.  This was due to my ignorance. 

Apologies for any confusion. 

Ian

Kudos0

Re: Norton toolbar update crashes Firefox 18


iancol wrote:

Hi all,  Nice to know, in a way, that I'm not the sole victim of this problem.  In answer to some of the points made above:

  1. I'm sure it's the NTB, as disabling it stopped the problem occurring.

Ian


My point above was that it may be Mozilla that messed up Norton Toolbar. It was Firefox that was the change. All was well untill the upgrade to FF 18.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Norton toolbar update crashes Firefox 18

Just as an aside, can anybody explain this for me.  I get to my posts by signing on and then clicking on my name.  In the case of the latest thread there are three lines, all in bold.  Is it just a quirk of the system or is there some significance that I should be aware of?  I normally just click on the top link.

Thanks,

Ian

Kudos0

Re: Norton toolbar update crashes Firefox 18


iancol wrote:

Just as an aside, can anybody explain this for me.  I get to my posts by signing on and then clicking on my name.  In the case of the latest thread there are three lines, all in bold.  Is it just a quirk of the system or is there some significance that I should be aware of?  I normally just click on the top link.

Thanks,

Ian


Hi,

The threads in bold mean that there's posts in that thread you haven't read yet (while signed in).

I hope that helps.

Dave

Windows 7 Home Premium x64 SP1 *** Norton 360 v21.6.0.32
Kudos0

Re: Norton toolbar update crashes Firefox 18

Thanks, Krusty.

Ian

PS - just for fun, I logged off and then looged back on again and got a new line, so there are now five lines in bold.  The latest one with just one view in it (I assume mine) had the last, my, entry in yellow.  I guess that the highlight is to drw my attention to the new entry, bur it seems a bit odd when I was the one who wrote it.  I'll open up each link and see if I can get rid of the bold highlight.

Kudos0

Re: Norton toolbar update crashes Firefox 18


peterweb wrote:

As everyone here has seen, there is an interaction with Norton Toolbar and the new version of Firefox.

It is good to see that Norton is looking at this seriously, but it has to be noted, that the fix may actually be up to Mozilla to do. After all, things were OK until Firefox updated.


It almost like the old discussion, whom did arrive firstly? The hen or the egg? But peterweb has an interesting point of view. And some other interesting points:

  • On same computer, crash on one account, but not on the other (ghamer3545)

  • A Firefox reset resolves the problem (ghamer3545)

  • An uninstall/reinstall of FF might help (iancol)

  • Not all users experience the crash problem (system specific reasons?)

  • I know at least 3 SW vendors have problems with their toolbars in Firefox, but not in Chrome or IE. Why?



I am glad I am not responsible for finding the resolution to this odd behavior....

PS @ iancol You do not have to open each link (and read them) to get rid of the bold highlight. On the top of the page you will find 'Board Options > Mark all as Read'. And the community has a special forum 'Forum Feedback'.



NS 22 / Win7x64Pro SP1 & NIS 21 Online [non-English from ISP] Win 8.1
Kudos0

Re: Norton toolbar update crashes Firefox 18

Thanks for the PS, John.  That should do the trick.

Ian

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