Norton Toolbar / Norton Identity Safe

[ghandy]

Hi, I've just updated my Firefox  (10.0.2) and Norton 360 (6.0.1.2) on a WIN7 machine recently and since have lost all my login data and Norton Toolbar.

I've run live update multiple times and have not seen Norton Toolbar Compatibility Update appear. Rebooted and restarted Firefox multiple times, nothing working. And of course have checked my add-ons and the toolbar does not show up in the list.

When I try to re-configure identity safe it detects that I am logged in and tells me to logout to create a new profile ... again, this seems to do nothing to help.

Help!

[senthilkumar Symantec Employee]

Hi Ghandy,

Welcome to Norton Community,

Could you check the CoFFplgn.dll version from Engine folder C:\Program Files\Norton 360\Engine\6.0.1.2

If the version is 2012.6.0.1,  It means that, FF10 Patch is applied into your system.

Could you Uninstall and reinstall FF10 then check the issue again?

Let us know how it goes?

Thanks,

Senthil

[ghandy]

Hi

Can confirm the CoFFplgn.dll version is 2012.6.0.1

Uninstalled  and reinstalled - no difference - still showing as logged into identitiy safe, no toolbar, nothing in add-ons

Cheers

Ghandy

[senthilkumar Symantec Employee · Accepted solution]

Sorry for the issue you are facing.

Can you try following options:

Option1:

In following location,  we will have install.rdf file, Open this file in Notepad and check Min version 3.6 and max version 10.*

If you have max version is 9, then change it to 10.* and check this issue again?

<em:minVersion>3.6</em:minVersion>
        <em:maxVersion>10.*</em:maxVersion>

Location for  install.rdf file C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_6.0.1.2\coFFPlgn

Option2:

If Norton toolbar is not listed FF->tools->Addons->Extension, We need to make sure the entries in  Extensions.ini file are correct or not.

Check this  N360 folder name under C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}

 E.g N360_6.0.1.2 

And add these(mentioned below) in Extensions.ini  entries (if it is not there ), with Exact Product version N360_6.0.1.2  which you have seen above 

ExtensionDirs]

Extension1=C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_6.0.1.2\IPSFFPlgn

Extension2=C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360_6.0.1.2\coFFPlgn

The numbers Extension1 and Extension2 will vary accordingly depending on the other addons present in your Firefox

Extensions.ini file present in this location,  %appdata%\Mozilla\Firefox\Profiles\SomeRandomeValue.default\extensions.ini file

Restart the system and check Norton Toolbar is listed or not.

Thanks,

Senthil

[ghandy]

Problem solved and everything is working fine now.

Thanks very much for helping me with this, I would have looked for a long long time for that solution!

Cheers!

Ghandy

[senthilkumar Symantec Employee]

Hi Ghandy,

You are most welcome. Glad to know that your problem is solved

Thanks,

Senthil

[choyng]

I am having the same issue, but when I check I have version 4.1.0.32.  What can I do about this?

[senthilkumar Symantec Employee]

Hi Choyng,

Welcome to Norton Community,

I think you are using N360 V4, We have released FF10 patch support for N360 V5.2.0.13 and N360 V6.0.1.2, In order to get that FF10 patch, please use Norton remove and Reinstall Tool to install latest N360 V6.0.1.2 and run live update until it "shows no more updates required", then Restart your system whenever it requires.

Norton Removal tool link: www.norton.com/nrnr and follow the instructions which are mentioned there.

Before using the tool  take a backup of Identity safe data

Export Idsafe data to .NPM format ( Go to NIS main UI->Settings->Identity Protection->Log into identity safe->Backup Identitysafe data)

Import your Identity Safe data (Go to NIS main UI->Settings->Identity Protection->Log into identity safe->Import data) using .NPM file which you have taken while export

Note: You can upgrade to N360 V6 with free of cost until you have valid subscription.

Let us know how it goes?

Thanks,

Senthil

[choyng]

Thanks so much!  That worked for me! 

[senthilkumar Symantec Employee]

Hi Choyng,

Great.   Thanks for the update.

Thanks,

Senthil