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Kudos0

Identity Safe says not active in Firefox, but active in Internet Explorer

Hi all,

now this is funny: IS is installed and basically works in both browsers - I can log in, it fills automatically passwords.

BUT: in Firefox 6.0.2 won't add new logins because it says "not active" and tries to get me to buy a new renewal. In Internet Explorer 9 it's fine, doesn't say "not active" and can register new logins.

I'm on Windows 7 x64, I have a valid NIS subscription and I just upgraded recently to 2012, it might have to do with this upgrade (I'm not sure it's simultaneous). Last LiveUpdate was 59 seconds ago.

Any ideas please?

Best regards,

Mario

Replies

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi all,

now this is funny: IS is installed and basically works in both browsers - I can log in, it fills automatically passwords.

BUT: in Firefox 6.0.2 won't add new logins because it says "not active" and tries to get me to buy a new renewal. In Internet Explorer 9 it's fine, doesn't say "not active" and can register new logins.

I'm on Windows 7 x64, I have a valid NIS subscription and I just upgraded recently to 2012, it might have to do with this upgrade (I'm not sure it's simultaneous). Last LiveUpdate was 59 seconds ago.

Any ideas please?

Best regards,

Mario

Kudos1 Stats

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Please check your FF Extenions.

Do you find Norton Toolbar 2012.1.0.30   ~  Enabled

Sure you already checked ... just thinking.

So, FF auto-fills but, won't recognize new login creds

Have your tried manually creating new login creds...just to see what happens...

How about an extra reboot. 

Do you have more than one user account.  Does it work in the other user account...if you have another user account.

Settings > Web > Identity Safe > Browsing Options > Offer to save my creds & Turn off the browser's password manager > Yes

Kudos1 Stats

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi randomname - 

You could try a workaround of creating a new Firefox user profile.

User SendOfJive has posted good information before for how to do this.

Regards,

Matt Powers

Symantec Corp.

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

I can confirm this problem. I have the same issue.  When I updated to NIS 2012, the identify safe feature in firefox states the 'Product is Inactive' and Safe Web shows Error - Still Not Working.  Everything works fine in IE9.  The toolbar in firefox is listed as enable and working fine.

The norton toolbar and norton safety minder were all updated and working fine with Firefox 6.0.2 in the last update for NIS2011, but do not work once NIS updated to 2012.

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hello lancen3

Thank you for posting info re similar issue as OP

Do you have an open Topic re this issue.

How did you upgrade to NIS12

Welcome to the Community

Sorry, for your issues w NIS12 / FF

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi all:

Symantec employee Umai Selvi has posted a possible solution in joebike2's thread here for both NIS 2011 and NIS 2012 users that requires a simple edit to the extensions.ini file of your default Fiefox profile.  FYI, joebike2 was also running 64-bit WIn 7.

-------

Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi all,

In this case , since the Norton Extensions are loaded in Firefox and are enabled, I think the solution in my post, suggested by Imacri will not be suitable.That solution is for the case when the Norton Extensions are not loaded in the browser.

Coming to the problem of 'Product is Inactive' displayed under Identity Safe toolbar menu, this can happen when you renew your product with the browser opened. This could be a browser refresh issue. Not sure though, since I was not able to reproduce this issue today.

Can you please try restarting your browser? If that does not work can you try rebooting your machine once? If you have already done this but still you face the issue, then we will try to narrow down the issue.

Thanks,

Umai

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

I rebooted a few times in the last days, last time 5' ago and it's still "inactive".

A new profile is not an option - how many times would I have to create new profiles, every Norton update?

The Firefox extensions (all enabled and ok) are:

Norton Safety Minder 2.2.0.34

Norton Toolbar 2012.1.0.30

Norton Vulnerability Protection 3.1

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer


randomname wrote:

I rebooted a few times in the last days, last time 5' ago and it's still "inactive".

A new profile is not an option - how many times would I have to create new profiles, every Norton update?

The Firefox extensions (all enabled and ok) are:

Norton Safety Minder 2.2.0.34

Norton Toolbar 2012.1.0.30

Norton Vulnerability Protection 3.1


Current Norton Toolbar is 2012.1.1.10

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer


bjm_ wrote:

Current Norton Toolbar is 2012.1.1.10

I see, should I complain to Symantec that LiveUpdate ignores me? :D

Really, what can one do to get it updated? I just ran LiveUpdate with Firefox closed, and I ran also that support automatic-check (which said it fixed on thing, no more details)... still the same version and same problem. Before somebody suggests: I won't reinstall Windows or Norton or Firefox.

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer


randomname wrote:

bjm_ wrote:

Current Norton Toolbar is 2012.1.1.10

I see, should I complain to Symantec that LiveUpdate ignores me? :D

Really, what can one do to get it updated? I just ran LiveUpdate with Firefox closed, and I ran also that support automatic-check (which said it fixed on thing, no more details)... still the same version and same problem. Before somebody suggests: I won't reinstall Windows or Norton or Firefox.


The server that serves you may be slower ... try LU again after awhile. 

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hmm seems I have this issue too will investigate and post back!

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Toolbar updated to the newest version.

PROBLEM STILL PERSISTS: IE is active, FFx says not active.

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi randomname:

Just a thought, but have you tried clearing your Internet cache (Tools | Options | Advanced | Network | Offline Storage | Clear Now)  and Firefox browser history (Tools | Clear Recent History | Time Range to Clear | Everything)?

I know bjm_ provided instructions for turning off your browser password manager in message # 2, but perhaps you should also check the FF password manager (Tools | Options | Security | Passwords | Remember Passwords) and make sure that this feature is disabled and that you have no saved passwords when you click the Saved Passwords button.  It's possible that NIS 2012 doesn't recognize that FF is your default browser and is only disabling password management in IE.

If you have the latest versions of the NIS 2012 extensions for Firefox 6.x (Norton Safety Minder, Norton Toolbar and Norton Vulnerability Protection) and they're all enabled in FF6 (Tools | Add-ons  | Extensions), and if Identity Safe is working normally in IE9,  then this sounds like some sort of conflict with Identity Safe and your FF 6.0.2 browser settings or default FF user profile (e.g., a corrupt extensions.ini or extensions.sqlite file in your profile).  Have you tried creating a new FF profile as MJP suggested in message # 3?  If this works it's a bit of work to get your bookmarks and plugins moved into your new profile, but at least it might tell you if your FF profile is corrupted.

-------

Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Thank you for your suggestions. I cleared the cache and history, no change. I am using indeed the password manager in Firefox - for the neat feature called Sync which the toolbar does not offer. I like my passwords being synced between machines and I'm not intending to give up on it.

I also don't understand what does password management to do with default browser settings, but what do I know. I only know that NIS never disabled that password feature until now, and NIS used to work until recently also with the password feature enabled.

I will try the new profile idea, lacking other options.

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi randomname:

Unfortunately, it's very common for your Firefox profile to get out of synch with your Norton extensions whenever NIS or FF is upgraded. 

mha007 has posted some excellent troubleshooting tips in the Firefox forum here, and creating a test profile is near the end of the list.  You may want to try a few things there before you try the test profile (e.g., the link for troubleshooting extensions and themes).  However,  based on your previous post, I'm guessing that you have a conflict between your FF 6.0.2 and NIS 2012 password managers.  Creating a test Firefox profile should tell you, because FF password mangement in the new profile should be disabled by default.

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Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi randomname:

Me again.  I still use NIS 2011 so I don't know a great deal about how Identity Safe has changed in NIS 2012, but you may want to check out the article What's New In Norton Internet Security 2012.  According to the comments under Identity Safe 2.0 in the Cloud, you can log into your Norton Account (click the Account link on the main NIS GUI) and set up Identity Safe to synch with other computers.  Perhaps this synch feature in Identity Safe can be used to replace the synch function in Firefox.

You might also want to check out the video for the new Norton Management feature in NIS 2012 for online management of multiple devices.

----
Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

I created a new profile and now it works. I must say I actually created like 10 profiles, because NIS got always at some point not active and I tried to pinpoint the cause. Bottom line: it's really random and not reproducible at all to me when it becomes inactive. My steps were: create a new profile, install extensions one by one (and restart FFx also by hand, not only the auto restart they do), then copy bookmarks and passwords databases from the old profile into the new one. I can't wait until it'll break again... Either FFx profiles or NIS 2012 extension itself seem a piece of unstable thing.

Password manager in FFx works fine as well, by the way. And I will stick with Sync because I realized I need it also between computers where no NIS is installed. But nice to know the NIS offers such a feat - good news.

Thank you all helpers!

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi randomname:

Glad to hear things are working again. Instructions on how to delete your old profiles are here in the Firefox support article Managing Profiles if you haven't done so already.

If the problems re-occurs, I'd suggest that you take the following steps. General instructions for creating a new profile and copying your old bookmarks, etc. into the new pofile can be found in the Firefox support article Recovering Data from an Old Profile:

  1. Create a new test Firefox profile
  2. Install your missing browser plugins and extensions, closing and re-starting Firefox after each plugin installation to insure Identity Safe is working.  On occasion, a certain combination of two or more plugins or extensions can sometimes be the problem so you may have to disable/enable two or more add-ons with the Firefox Add-on Manager (Tools | Add-ons) to find the problematic combination.
  3. Copy bookmarks from the old default FF profile into the new profile and test Identiy Safe for a day or two with the new profile to make sure everything is stable.  Leave the FF password manager (Tools | Options | Security | Passwords | Remember Passwords) disabled during this test period
  4. Copy passwords from the old default FF profile and re-enable the FF password manager and test a few more days
  5. Customize other browser settings as desired
  6. Delete the old (broken) Firefox profile and any other stray test profiles you may have created during the testing process

For others following this thread who are still having problems, refer to the Firefox support article Basic Troubleshooting for additional help.
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Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

And the problem reoccurred.

As all other extensions keep working, I find it weird that only NIS's part of the profile always gets corrupted... again and again... I would rather believe NIS trashes it by itself.

Accepted Solution
Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi randomname:

Sorry to hear the problem re-occurred.

Has anything changed on your system since your last post on 25-Sep-2011?

Symantec released a  NIS product update via LiveUpdate to the new FF7-compatible extensions on 27-Sep-2011 (see Tony Weiss' post here and noghere's post here showing a screen shot of the new Firefox extensions).  Were your Firefox extensions updated successfully?

Mozilla also released an update to Firefox 7.0 on 28-Sep-2011 and according to the change log there was a change made to Firefox Sync.  If you haven't already done so, it's possible an upgrade to FF7 might help.

Intuitively, I'm still not sure how you can use Identity Safe and the FF password manager on the same browser.  If you have an automated login set up on Identity Safe and you change the password for a web page, is the password saved in your FF password manager simultaneously updated?

---------

Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0.0 * Java 7.0 (v. 1.7.0.0)
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Ha!  My info's already out of date.  I see FileHippo posted a minor update for Firefox 7.0.1 on their site this morning on 30-Sep-2011 (FF 7.0 changelog here; FF 7.0.1 changelog here).

------
Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

I have Windows XP Home Editon, Serve pak 3.  old , i know. 

i need to know many questions and I cant find them on forum, or seek out 'free tech' answers w/Microsoft, Norton.

Do i need to set a URL address in Firefox and how do i get my URL addresss to enter if I want to use botth IE and/or Firefox?

How do I get niorton tool bar on both?

I have a Dell Dimension 2400- I checked for updated drivers and havent been successful yet?  i cant afford at this time to pay for the answers, nor buy a new PC just yet?

help me with setting compatible for Windows XP-home edition 5.1.2600  the work a rounds i have spent nearly a month on, and wasting valuable time while i need to looking for employment.  my PC is not compatible to Run Windows 7 due to requirements.  I have Firefox 6.0.2.4262, and Norton Version 5.1.0.29.  Processor- Intel pentium 4 CPU 2.80 GHz (x86 Family 15 Model 2 2 Stepping 9 , speed 2790 MHz) , Memory 1280 MB.

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi cljl123:

This thread is dealing with a specific problem with the Identity Safe feature in NIS 2012.  If you have Norton v. 5.1.0.29 this sounds more like Norton 360, so your question about the Norton Toolbar might get better exposure if you posted in the Norton 360 forum here.

I noticed you already started a thread in the Tech Outpost forum here.  That's probably the best place to be posting if you have general questions about Internet browsers and driver updates for your computer.

-----

Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi lmacri,

I didn't update Firefox yet - I'm still on 6.0.2 thus my setup is still the same as last discussed. In the meantime I recreated a profile, and some time later the problem happened again :(

If the Toolbar is compatible with 7.0.1 I will upgrade and let you know - it can't get worse than that :)

To your question: yes, you get popups to save the pass from both programs - nothing wrong with that. You just have to press ok/no twice. The advantage of using both is: having sync for Firefox's tool, and nice login organization in Norton. Plus I have the passwords in two places, in case either one gets corrupted (I don't completely trust any of these tools)...

Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi randomname:

Could you please read through PortaTech's post here titled Come On!.  PortaTech reported a problem with Identity Safe (NIS 2012 only, not with NIS 2011) and I noticed in message # 3 of that thread that PortaTech is using the LastPass Password Manager add-on in their Firefox browser.

Did you install an add-on similar to LastPass Password Manager, or do you just use the native password manager in FF (Tools | Options | Security | Passwords | Remember Passwords)?  It might be helpful if you posted a screenshot of your extensions as they are listed in your Firefox Troubleshooting window (Help | Troubleshooting Information).  Other users in PortaTech's thread mentioned that there were only particular web sites that caused a problem with Identity Safe logins in NIS 2012, and it's possible your new Firefox user profile was corrupted after you visited one particular web site.

Here's what my FF 6.0 extensions look like with NIS 2011.  I do not have any password management add-ons installed in FF and do not use the native password manager in FF or the Firefox Sync feature.  Ignore my disabled Java Console extension for now - this is the default in FF6.  Instructions for posting screenshots in the forum can be found here.

----------

Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS

Kudos1 Stats

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

It's only the native FFx password manager that I use.

Now that I upgraded to FFx 7.0.1 the NIS is activated again, yay!

However, now the Norton Safety Minder is not compatible with FFx 7 anymore (even after latest update 1 minute ago+reboot). And gone is my child's account protection. Sorry to say, but this becomes very annoying.



Kudos0

Re: Identity Safe says not active in Firefox, but active in Internet Explorer

Hi randomname:

I learned two interesting things today after reading your post:

  1. There is a separate forum for Norton Online Family here.
  2. There is a thread pinned in the Norton Online Family forum here titled Firefox Support, and the last post in that thread from Symantec employee KatieQ states that Symantec is aware there is a known compatibility issue with FF 7.0.1 and Norton Safety Minder v. 2.2.0.34.

Sorry, it looks like you can't catch a break.

On the bright side, it's good to hear your Identity Safe is active again.  The change log for FF 7.0.1 here gives me hope that the fix is permanaent, but it almost sounds too good to be true given all the problems you've had with your FF6 test profile crashing after a week or so.  Keep an eye on it just in case it turns out that browsing to one specific web page causes Identity Safe to deactivate again.

I assume the problem with your child's account protection is connected to the FF7 issue with Norton Safety Minder, but if you don't believe the two problems are related just post back with more details and we'll figure it out.

Edit:

You may want to move your "Solved" flag to message # 27 once you're certain that the upgrade to FF 7.0.1 is a better solution so users following your thread know that creating a test profile in FF6 was only a temporary fix.

-------

Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.6.0.29 * IE 9.0 * Firefox 6.0.0
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400 GS 

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