Competition between browsers means that major new versions (as opposed to minor updates) of IE, FF and Chrome are all coming out within a relatively short period of time. Major changes within browser software probably also require major changes in security software to match. So keeping Norton/Symantec security products current with new browser releases probably requires a fair amount of development and testing work for Symantec programmers. When dealing with security issues, it is important that programming work be done right, and trying to rush or pressure programmers is not helpful in this regard.
Having said that, FF is a major browser with a large and well-established user base, not some obscure product occupying a minor niche. Based on FF download figures, there appear to be well in excess of 7.5 million active FF users. It has been public knowledge for some time that Mozilla has been working on a new version of FF. This should not come as any surprise to Symantec.
Users use FF, like other browsers, for a variety of purposes. These are not limited to casual recreational browsing or social networks. They also include engaging in online securities, banking and other financial transactions involving login security; performing paid research for professional, business or academic purposes, often using paid subscription services with login security; communication with members of Congress and other public officials; dissemination of information regarding public events; and the like.
For people using FF for financial transactions or professional research, the Norton Internet Security Toolbar, including the Identity Safe feature, is a significant productivity enhancement which is used frequently and rapidly comes to be relied upon. It may be the only place in which users record or keep track of their passwords. If it is disabled, users may unexpectedly find themselves locked out of online financial, research and other accounts, with potentially significant practical consequences.
While Norton has undertaken a project to develop a patch for Norton Internet Security with the goal of restoring the functionality of the NIS Toolbar and Identity Safe feature, Norton appears to have done so on an intermediate-term basis. Symantec has apparently scheduled completion and rollout of the NIS Toolbar and Identity Safe patch for FF4 for some time in early May. That is approximately six weeks, or more than 40 days, from now.
To a Symantec programmer tasked with figuring out how to make the NIS Toolbar and Identity Safe work again after Mozilla just released a major new version of FF with many changes from the prior version, six weeks may well seem like a very short time involving tight deadlines. To a user who has downloaded FF4 because it offers security improvements, however, only to find that the NIS Toolbar and Identity Safe are now disabled, six weeks may seem like a very long time indeed. That is particularly true for users depending upon FF for financial transactions, professional research or comparable functions.
It is understandable that Symantec staff might feel that somebody else created this problem. After all, things were just fine until Mozilla threw things into confusion by issuing a major new release of FF. Mozilla's website indicates, however, that something like 7.5 million people have already downloaded and installed FF4. Assuming that a substantial portion of those FF4 users are Symantec customers, it would appear that Symantec has a very major customer relations problem on its hands, one which, if not resolved, has the potential to cause long-term damage to Symantec's market share, corporate credibility and financial condition. This is the kind of problem which Symantec's senior executive management needs to consider as a very high priority, and address accordingly.
