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Kudos0

7.5 and El Capitan - internet issue?

I am using OSX 10.11.5. My Norton version is 7.5.

Internet access from my Mac mini has recently become intermittent, which coincides with a Norton Security error message. I am not sure if this is cause or effect, though. Here's what's going on:

First symptom is a Norton pop up informing me that 'Norton cannot continue' and prompting me to restart my mac, or follow a link which leads to instructions on how to uninstall Norton.

Then my browsers are 'unable to connect to server' at any site I try, including my router.

System Preferences/Network on the mac indicates that my ethernet is connected.

While this is going on, the Wifi on my other devices (from same router) is still working, no problems. So I tried enabling the wifi on the mac, and tested browsing after detaching the ethernet cable to force it to use wifi. But I still could not access any sites.

Restarting doesn't always fix it. Once it resolved itself, other times I have to turn off the mac and wait a few minutes before turning on again.

I checked with my broadband provider. There was no corresponding broadband outage, and three hours messaging their broadband support got me nowhere with resolving this issue.

This has happened occasionally before, but looks like since 7.5, it's a few times a day.

I am trying to work out what the cause could be - the mac, or Norton. Any ideas? Starting to tear my hair out here.

Replies

Kudos0

Re: 7.5 and El Capitan - internet issue?

Tam, as a courtesy here is a listing of MAC OS's and version of Norton that is compatible with each. Just something to reference in the future. The version you now have IS compatible just an FYI!!

https://support.norton.com/sp/en/us/home/current/solutions/kb20080515115252EN_EndUserProfile_en_usG

Suggest that you remove your install(s) of Norton with the following instructions then reinstall your product per this article as well: *Please don't forget to reboot your computer.

https://support.norton.com/sp/en/us/home/current/solutions/kb20080427024142EN_EndUserProfile_en_us

Let us know if this helped if you would be so kind.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.64 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: 7.5 and El Capitan - internet issue?

I also forgot to ask what browser you are using Tam. If Safari clear your cache and cookies. Here is how:

https://support.apple.com/kb/ph21411?locale=en_US

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.64 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: 7.5 and El Capitan - internet issue?

The problem started Sept 12 on my OS X El Capitan (version 10.11.6). Removed and Reinstalled Norton Security numerous of times but the issue still remains. I don't know what else to do and I don't feel safe surfing online without good security. Please help. 

Kudos0

Re: 7.5 and El Capitan - internet issue?

Taco are you using this method to remove and reinstall? For your OS you should be using Norton security 7.2 or later, Norton Antivirus 12.8 or later, Norton Internet Security 5.8 or later, or Norton Connect Safe.

https://support.norton.com/sp/en/us/home/current/solutions/kb20080427024142EN_EndUserProfile_en_us

Don't forget to reboot before reinstalling your product.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.64 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: 7.5 and El Capitan - internet issue?

Thanks, but I'm using Firefox. I will clear the cache though.

Kudos0

Re: 7.5 and El Capitan - internet issue?

Thanks SoulAsylum. I have bookmarked the compatibility list.

OK, I will try the uninstall/reinstall.

Kudos0

Re: 7.5 and El Capitan - internet issue?

Hi @Tarn & @Taco15Moo,

Welcome to the Norton Community!

Thank you for reporting this issue. The team is investigating this issue.

I've sent you a Private Message requesting logs, Please check it when you get a chance.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: 7.5 and El Capitan - internet issue?

This issue has been ongoing for some time. I have 5 iMacs, and all were running Norton. This issue appeared, and after re-installing 3-4 times on some of the machines, found that the ONLY fix was to disable Connection Blocking, which is however insecure!

I have moved one of the iMacs to Sophos Home (home.sophos.com), which is working much better, and have tested it using wicar.org, among other virus and malware test sites. Sophos stood up to the challenge. Control with Sophos is far superior to Norton, 10 devices controlled centrally and the best thing is ..IT'S FREE!!

Kudos0

Re: 7.5 and El Capitan - internet issue?

Weegie!! Thank you for that information.  As stated in this link, two posts prior, Symantec is working on the issue. https://community.norton.com/en/comment/7625761#comment-7625761

FWIW, we hope you enjoy your free product and will be standing by to assist you if the need arises.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.64 / NSBU 22.11.2.7 Traditional / Norton BETA tester

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