Norton 360

[sartellp]

Upon installation of 360 v.2, I no longer could access G-mail or Hotmail. G-mail would only allow the html view, but not standard. Hotmail is white screen only, not even a logon screen. I saw also that sites using JavaScript were tellling me I did not have scripting enabled. In fact I did have it enabled. I cannot use function buttons such as site logons or submit buttons to make online purchases from commercial sites. I assume that malfunciton is also a scripting issue. Norton support has been trying to help me, but their solutions have not worked so far. They include setting scriting to enable (it always was), reinstalling JavaScript, checking MS updates, and checking 360 updates.

I have spent many hours fighting to get 360 to function. BTW, I use this on a Toshiba Satellite laptop with Vista Home. I have it wirelessly behind an encrypted router. I also have created a program rule to allow all communication between the router and the laptop to freely pass.

I'd be very grateful for help out there!

sartellp

[Matt_Boucher]

Is it only G-mail and Hotmail that is not functioning, everything else via a web browser is working?

I would try and turn off phishing protection just as a test to see if somehow that is interfering with your email via the browser. To turn off phishing protection go to settings and under the quick controls uncheck the top box "Phishing Protection". Restart your browser and try again.

Let us know what happens.

Regards,

Matt

[sartellp]

Thanks for replying. I have turned off Phishing, as well as all other Norton components. I have updated IE7, reinstalled JavaScript, manually set of Security settings in IE7, reset all security settings, added g-mail and hotmail to the trusted zone, set up a program rule to allow "talk" to and from my router. Gmail and Hotmail are not the only sites. It appears to me that any web site feature that utilizes scripting, such as a logon screen or a function button, either is invisible or the button does not function.

[Matt_Boucher]

Ok let's try one more test to see if we can narrow down the issue.

This test will temporarily remove the Norton 360 toolbar from the browser.

1) shutdown all the browsers you have running

2) go to Settings and under Quick Controls, uncheck "SymProtect Tamper Protection"

3) next rename the following folder:

C:\Program Files\Common Files\Symantec Shared\coShared

to

C:\Program Files\Common Files\Symantec Shared\coSharedTemp

4) restart your browser and try your test (you should no longer see the browser toolbar for Norton 360)

Be sure to put your system back after the test and report the results here.

Regards,

Matt

[sartellp]

Matt,

I did the test and it functioned as you predicted -- the Norton tool bar (which only was and is showing a Phishing on or off feature) went away and came back. BTW, I tried to reply on the affected laptop; the "reply" button on this forum page would not function. There was no change in the overall problems. Thank you for helping me.

[Matt_Boucher]

So with the Norton Toolbar removed, you still had the same problems. There seems that there may be something else interacting with your browser that is causing this issue.

Can you try Firefox or Opera to see if it's system related or program related?

Matt

[sartellp]

I could try, but I'm guessing that the problem itself will prevent me from downloadfing and installing the browser. I tried to download Google's new browser last night, and it never got past the "Dopwnload" button. I gess I could try to save the file off my olde desktop machine (which does not have Norton on it) and transfer it in via a flash drive.

BTW, I uninstalled ebay and Google tool bars last night, but that didn't fix the problem.

[sartellp]

I write you from Opera, which does access gmail and Hotmail. It is an IE7/Norton problem. Of course, it doesn't make sense to me to give up IE because I use Norton. It does point I hope to the source of the problem. 

Matt,

[Matt_Boucher]

Well I am not sure I would jump to that conclusion as we tried a test where we removed Norton from IE7 and it still failed.

Are you certain you have all the latest updates for IE7, Windows XP SP2, and for Norton 360?

Something is wrong here for sure, I just am not certain. Perhaps if you sent me your diagnostic report, we could find something that will point us to the issue.

Please email it to me, my email address is visible on my profile, just click my name in the upper left corner of this message.

Thanks

Matt

Message Edited by Matt_Boucher on 09-05-2008 10:47 AM

[sartellp]

But we didn't remove Norton from screening javascript, even thought he tool bar was gone. I have al the updates for IE7, Vista, and Norton. Hate to be slow, but what diagnostic report?