Norton Toolbar and Firefox 9.01

hlmy14 · ‎01-28-2012

Hi,

I've recently upgraded to FF 9.01 and am having compatibility problems with the Norton toolbar. I've searched the boards, found tons of people with the same problem, and have now followed the instructions found here http://community.norton.com/t5/Norton-Internet-Security-Norton/Problems-with-Norton-Toolbar-vs-Firef... twice.

I followed yank's instructions exactly the first time, second time I even used the Revo uninstaller to completely remove both programs. I've rebooted my computer 8 times now, and LU reports that I'm up to date. I've done 2 extra reboots to make sure. FF's add-on page is still saying that the toolbar is incompatible with FF 9.01.

Haven't got a clue what's going on, and after spending a couple hours working on it now, I'm getting pretty frustrated with it.

Any advice would be appreciated. Thanks in advance!

I'm running XP SP3, NIS 2012, the toolbar version was 2012.2.1.6 after the first install, is now 2012.2.0.2

lmacri · ‎05-05-2009

hlmy14 wrote:
I'm running XP SP3, NIS 2012, the toolbar version was 2012.2.1.6 after the first install, is now 2012.2.0.2

Hi hlmy14:

Symantec employees always pin a post here at the top of the NIS/NAV forum every time a new version of Firefox is released with information on the latest Norton extensions for Firefox. See Tony Weiss' post here titled Firefox 9 Support for NortonToolbar for the latest information on the Firefox 9.x extensions. The latest Firefox 9.x compatible extension for NIS 2012 is v. 2012.2.2.5, so something is definitely wrong.

It's' always difficult to tell if problems with the Norton extensions are caused by your Firefox user profile or your Norton software. I posted some troubleshooting tips here in the Firefox forum that may be helpful. The information in that thread is bit out of date - for example, the current version of the C:\Program Files\Norton Internet Security\....\coFFPlgn.dll file for the Norton Toolbar for NIS 2012 is now v. 2012.2.2.5 - but the troubleshooting steps are still relevant and might point you in the right direction.

The first thing I would do is to check the version number of the coFFPlgn.dll file. For NIS 2011, that file is located at C:\Program Files\Norton Internet Security\Engine\18.6.0.29\coFFPlgn.dll, but the path will have a slightly different engine number in NIS 2012 (e.g., C:\Program Files\Norton Internet Security\Engine\<19.x.x.x>\coFFPlgn.dll. If the version number is coFFPlgn.dll is v. 2012.2.2.5 then you will know that your NIS LiveUpdates have delivered the correct file and that the problem lies with Firefox.

If you have the correct v. 2012.2.2.5 of the coFFPlgn.dll file but your Norton toolbar is either missing, disabled or the incorrect version in your Firefox Add-on Manager then it's likely that the extensions.ini file in your Firefox user profile is corrupted. Uninstalling and re-installing Firefox likely won't work because some of the datafiles associated with your current (and possibly corrupted) Firefox user profile (e.g., .ini, .sqlite, etc.) will not be deleted off your hard drive during the uninstall and will just be re-loaded during the re-install. The simplest way to check your current profile is to create a test Firefox user profile using the Firefox Profile Manager and see if your Norton toolbar works correctly in the test profile. The instructions can be found here in the Mozilla support article Basic Troubleshooting - Make a New Profile.

If your Norton extensions work in the new profile you can transfer your bookmarks, cookies, etc. into your new profile as instructed here in the Mozilla support article Recovering Important Data from an Old Profile and then delete the old profile using the Firefox Profile Manager (see here).

Please note that if creating a new Firefox profile solves the problem, you may also have to re-install some browser plugins and re-configure some preferences afterwards.

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Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 9.0.1
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400M GS

neoone75 · ‎01-28-2012

I had just 2 hour support call (with remote support connection) with three different people on Symantec support. The last one said that the issue is nothing to do with FF 9.0.1. The issue is same with the FF version 8 and 7.

I have new computer and fresh installs of everything. I bought the NIS 2012 yesterday. I downloaded newest version of the product which is available in download center or via live update. The newest version of NIS 2012 is 19.1.1.3 and toolbar version is 2012.2.0.2. The last guy said that there are bigger problems with the product, so that's why my product version is so old. He said there will be fix to issue (or issues) by next Monday or Tuesday.

I'm going to wait that fix. I've tried almost every possible way to fix the issue. Nothing really helps. I can live without FF one or two days

Lex · ‎01-28-2012

I have done everything from several live updates and reboots, to remove and reinstall Norton, more live updates and reboots, creating a new Firefox profile.... Nothing works.

Norton toolbar version is always 2010.2.0.2, as shown on FF add-ons manager. It wont update.

So... What now? I really needed this to be working monday. And chat support doesn't seem to work on weekends (which is normal, I suppose). It's just that I don't know if tomorrow I'll have more hours to spend trying to fix this.

NIS 2012 on Windows 7.

dkump · ‎03-22-2011

As far as I can tell, there's nothing you can do. Version 19.2.0.10 is the patch that fixed FIrefox 8 and higher. On Friday Norton released 19.5.0.145 and there's reporrts of various problem with that release. It appears they pulled 19.2 as well and have gone back to 19.1.1.3 as the officially released version. Until Norton provided an update, we're stuck without Firefox support for any vresion above Firefox 7. I'm frustrated because I had it, but did a clean reinstall since that's what Norton Support always tells you to do. I got burned and have no idea when it will be fixed.

lmacri · ‎05-05-2009

dkump wrote:

Version 19.2.0.10 is the patch that fixed FIrefox 8 and higher. On Friday Norton released 19.5.0.145 and there's reporrts of various problem with that release.

kdump:

Symantec generally releases a patch (product update) for the Firefox browser extensions the day after Mozilla officially releases a new version for their browser. Theses patches are delivered via LiveUpdate and are not tied to a version update for the Norton engines. When Symantec releases a patch for the Firefox browser extensions, LiveUpdate will prompt you to re-boot your PC, and the log for your LiveUpdate session will look something like the following screenshot, but you will not see a change in the version of your Norton product at Support | About. For example, my NIS 2011 v. 18.6.0.29 was still v. 18.6.0.29 after the Firefox 9.x Norton Toolbar patch was delivered on 20-Dec-2011.

NIS Product Update FF9 20 Dec 2011.jpg

Are you certain that users with NIS v. 19.1.1.3 cannot receive the patch for the Firefox 9.x compatible browser? If not I would try re-booting your PC and running LiveUpdates until the only updates you can find are for pulse updates. Then, re-boot your computer to update your Windows registry entries and try running another cycle of LiveUpdates. Continue re-booting and running LiveUpdates until you're certain that no more updates are available.

Then open Symantec employee Tony Weiss' post here titled Firefox 9 Support for Norton Toolbar and compare his screenshot of the Firefox 9.x compatible Norton Toolbar v. 2012.2.2.5 and Norton Vunerabilbity Protection v. 3.2 extensions to the versions you see in your own Firefox browser at Tools | Add-ons | Extensions.

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Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 9.0.1
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400M GS

dkump · ‎03-22-2011

You definitely can't download or upgrade to the patch that supports Firefox 8 or 9. As far as I can tell, Norton has stopped all updates until they resolve some issues. Regardless of what version you're on, Live Update won't update to anything more recent. I know I'm two versions behind and have seen reports of someone with an even older version. No matter what you do, LIve Update will tell you that you have the latest version. Going to the downloads on the website will give you an old version too (19.1.1.3). I think we're all waiting for Norton to resolve some issues before updates will be enabled again.

dkump · ‎03-22-2011

By the way, I'm only speaking about NIS 2012 since that's what I have. NIS 2011 may be OK and update you to the latest version in that edtion. I don't know for sure.