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Newbie
bbbbobber
Posts: 2
Registered: ‎05-17-2012

Fix IE9 scrolling problem induced by open Norton Toolbar popup

I have this same problem (from the closed Beta board) where IE9 doesn't scroll correctly since my last Norton upgrade. Current version is 6.2.0.9, Norton 360. The scrolling is just as described - scrolling down simply expands the text in the visible window without any movement down in the displayed webpage. Similarly, scrolling up compresses the visible text. Please help?

Symantec Employee
James_Carr
Posts: 83
Registered: ‎04-26-2012

Re: Fix IE9 scrolling problem induced by open Norton Toolbar popup

[ Edited ]

This may actually be the feature in Windows that allows you to quickly adjust magnification in your browser by holding CTRL and scrolling with the mouse wheel.

 

Have you checked your keyboard to see if one of the CTRL keys is stuck or broken? This may be causing the problem. You may also want to try a different keyboard just to test it.

 

If it still gives you problems, let us know.

Newbie
rick44853
Posts: 1
Registered: ‎05-23-2012

Re: Fix IE9 scrolling problem induced by open Norton Toolbar popup

I have the same problem. When I click on the scroll bar and move it with the mouse, the screen streches and shrinks rather than scrolling. When I use the thumbwheel on the mouse or the arrow keys on the keyboard it also distorts the screen, just not as bad.

 

Tech support was insistent that it was not a problem with their software. So does anyone have an idea what's going on here? It only happens with the norton identity safe message bar pops up asking for 'validation' or asks you to choose between multiple passwords on a page, or asks if you want to 'save' a password.

 

I didn't have a problem with this until I upgraded norton recently.

Visitor
schig517
Posts: 3
Registered: ‎06-04-2012

Re: Fix IE9 scrolling problem induced by open Norton Toolbar popup

I'm having the same problem as well.  When I scroll down the text stretches and distorts. I scroll back up and it compresses back to normal. 

 

I can fix the issue short-term by clicking "don't validate" on the Norton pop-down message, which is tedious.  Long-term I can fix it by changing the setting in Norton's Identity Safe "Prompt me to log in" to OFF, but then it removes Identity Safe option from the IE9 toolbar so that I can't use Identity Safe logins. 

 

It seems to me to be a problem with Norton's interaction with IE9 and not an IE9 issue or a keyboard issue, as it ONLY occurs when Norton's Identity Safe pop-down message appears asking me to "validate" or "not validate". 

peterweb
Posts: 9,100
Kudos: 1,448
Solutions: 360
Registered: ‎04-17-2008

Re: Fix IE9 scrolling problem induced by open Norton Toolbar popup

[ Edited ]

schig517 wrote:

I'm having the same problem as well.  When I scroll down the text stretches and distorts. I scroll back up and it compresses back to normal. 

 

I can fix the issue short-term by clicking "don't validate" on the Norton pop-down message, which is tedious.  Long-term I can fix it by changing the setting in Norton's Identity Safe "Prompt me to log in" to OFF, but then it removes Identity Safe option from the IE9 toolbar so that I can't use Identity Safe logins. 

 

It seems to me to be a problem with Norton's interaction with IE9 and not an IE9 issue or a keyboard issue, as it ONLY occurs when Norton's Identity Safe pop-down message appears asking me to "validate" or "not validate". 


Do you have another browser you can check this with?

 

I just tried your situation with IE9, and could not see your issue.

 

Is your Norton fully updated? Run LiveUpdate manually a few times, rebooting as necesssary, until no updates are available.


Things happen. Export/Backup your Identity Safe data.
Visitor
schig517
Posts: 3
Registered: ‎06-04-2012

Re: Fix IE9 scrolling problem induced by open Norton Toolbar popup

The only other browser I have is Safari, which I don't think is compatible with Identity safe (please correct me if I'm wrong)?  Thank you for your suggestion to update--I did have one or two updates that had yet to complete, and running LiveUpdate a few times has brought my N360 up to speed, but unfortunately the scrolling issue still occurs anytime the "validate" request shows up. 

Symantec Employee
sheenn
Posts: 28
Registered: ‎01-31-2010

Re: Fix IE9 scrolling problem induced by open Norton Toolbar popup

Hi bbbbobber, rick44853, g517,


Please assist us in gathering debug logs for this issue.

 

Here is how you can collect debug logs:


1) Visit the below site:
https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?ct=us&docid=kb20080507162141EN...

 

2) Make one change to the steps listed:
Step 2.6: Check all the advanced options

 

3) In the end, no files will be sent to Symantec automatically. You will be shown the location of the logs after you complete the form after hitting the "finish" button.


Let me know when you have the logs ready, I will help you to upload it.

 

Thanks,

 

Sheen

Visitor
schig517
Posts: 3
Registered: ‎06-04-2012

Re: Fix IE9 scrolling problem induced by open Norton Toolbar popup

Thanks Sheen, I have a log file ready to upload.  Hopefully it was able to capture a good incidence of the issue.  Please let me know how to upload it to Symantec. 

Symantec Employee
sheenn
Posts: 28
Registered: ‎01-31-2010

Re: Fix IE9 scrolling problem induced by open Norton Toolbar popup

Hi schig517,

 

I have sent you additional instructions via the community Private Messenger system, please look for the icon_notes_mail.gif  in the upper right hand corner of any community page.

 

Thanks,

 

Sheen

Contributor
yusishen
Posts: 39
Registered: ‎07-22-2010

Re: Fix IE9 scrolling problem induced by open Norton Toolbar popup

I'm having the same problem.  My husband pointed out that if you close the Norton toolbar, the scrolling problem goes away (which rules out any issues with the keyboard).  I'll double-check my liveupdate but everything is auto-update (Norton and Windows) so everything should be there already.