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Kudos0

Chinese Characters Showing up in Identity Safe

Their Baaaccck!

The Chineese charaters are back as an entry in Ident Safe as an option to this site.   These were present when I went brom B113 to B120 and disappeared. 

I uninstalled B120, used Norton Removal tool, then installed B125.   The characters on seem to occur when logging in here and appear in both IE7 and FF3.01.

See the following for more info and a couple examples.

http://community.norton.com/norton/board/message?board.id=nis_pb&message.id=3074&query.id=65117#M3074

Win7 U SP1 x64, FF4, IE8, NIS2012 19.0.0.128

Replies

Kudos0

Re: Chinese Characters Showing up in Identity Safe

I will confirm this.  Same issue here.
mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Chinese Characters Showing up in Identity Safe

Tony,

Have you tried using the Norton Removal Tool to clear all Symantec/Norton related data from your computer; and then reinstalling?  Supposedly, the "chinese characters" are the result of an artifact from earlier test builds.

I may try that myself after I resolve a copy of other things.

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Chinese Characters Showing up in Identity Safe

mij,

Yes I did.   Downloaded the tool and ran it right after the standard uninstall.  Couple of reboots and fresh install.

Win7 U SP1 x64, FF4, IE8, NIS2012 19.0.0.128
Kudos0

Re: Chinese Characters Showing up in Identity Safe

Thank you for letting us know about this problem again, our team is looking into this problem.

mijcar, please let us know if cleaning your system of Beta software resolves this problem for you.

10ACTony, as I'm sure you noticed from Tim Lopez's post to this board regarding removing the NIS Beta software, while the Norton Removal Tool is another method of removing most of the beta software, it certainly is not the preferred method. I'm sure as a Beta tester of other software, you have created backups of your system to easily test our software. If possible, I would recommend restoring the backup to get your system to a clean state. This is certainly a better method of ensuring your system is Beta-Free.

If this is not possible, please provide a bit more information on the issue, particularly the sites where you see the unknown characters appear, the Operating System and service pack installed, any other security software you have installed (and versions), and other Symantec software you have installed (and their versions). Thanks!

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Chinese Characters Showing up in Identity Safe

Tony, I can't speak for 10ACTony, but I've been up and down this road a number of times today.

Here is what I found out.

      To begin with, the current (new) Norton Removal Tool does not work properly.  Yes, it uninstalls Norton products, but it leaves artifacts.  As a result, after using the tool and rebooting, I got an MS popup about a call to my temp folder by NIS that asked for an unopenable (read: nonexistant) file.  I ran the tool a second time and cleared away that false call.

      However, the installation of NIS2009, built 125, found all previous data (how I use Identity Safe, my key for NIS2008, etc).  This sounds like a good thing, since it saves time; but it isn't a good thing since none of these artifacts should be left behind.

      And this is what happened because of those artifacts.  Previously, I had had NSW basic on my computer.  Now I tried to install a new version of NSW Premium.  First pass, the installer would not launch.  I tried a couple of times, then rebooted.  On the reboot, I tried turning off NIS.  This did allow the NSW launch to start.  It immediately crashed NIS, destroyed some essential files, got almost to the install point, then locked up.

      I uninstalled, reinstalled, changed to the order of installs, etc, so many times I was going crazy.  Nothing worked.

     My assumption is that one of two things happened.

     a.  either an artifact of NSW 2008 basic is keeping NSW Premium from installing properly; or

     b.  an artifact of NIS 2009 is keeping NSW Premium from installing.

I used the removal tool again, then installed NSW 2008 basic with no problem, getting my old key automatically used and all old settings back (more proof that the artifacts were indeed on the computer) and I then installed the new NIS 2009, which likewise installed without problems or request for a key.

How is this related to the Chinese characters?

     After all this use of the removal tool and uninstalling and reinstalling, the spurious characters still appear, for one site and one site only.  The Norton Community sign-in site.  Supposedly this is an artifact from the early beta versions.

     These issues become important not because of one spurious sign-in option for Identity Safe, but because they prove the inadequacy of the removal tool.

     The collision of the NSW installation with prior data resulted in the complete shutdown of all computer defenses for an extended period of time.  My computer was unnecessarily vulnerable to attack during this time.

     I hope that the removal tool is reexamined.  Once it is successful, then this minor issue of "the Chinese characters" should be cleared up with a fresh installation of NIS.

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Chinese Characters Showing up in Identity Safe

Tony,

As with mij, the only site that experiences this issue is this site.  It occurs both with IE7 & FF3.  Clicking on the entry with the Chinese characters yields the same data entered (username & password) as the correct one.   I did have a full backup, but it was not current enough to use. My bad!  I first did an normal uninstall of the program then ran the newest version or the Norton removal tool.  The Identity Safe was restored from the old beta version.   The computer that was upgrded from NIS2008 does not have this problem.  This problem was also evident when I went from 114 to 120.   I believe that that was also the case with mij.    I am running Vist Home Premium, SP1 with all current updates.   I have no other Symantec software installed at this time.

Win7 U SP1 x64, FF4, IE8, NIS2012 19.0.0.128
Kudos0

Re: Chinese Characters Showing up in Identity Safe

Hello,

I was hoping we could get a little more information on this issue from each of you.  After reinstalling, have you restored a .NPM file? If you have, what version of of NIS was used to create the .NPM file?  And do the odd characters show up before, after or both before and after  you restore the .NPM file?

Have you had any problems filling, or is it jus the display name in the popup or the toolbar.  Finally, have you tried logging in and out of Identity Safe to see if that fixes the problem?

Thank you for your help.

Govind.

Kudos0

Re: Chinese Characters Showing up in Identity Safe

There are a number of us with the same issue, so I will respond for myself here.

I uninstalled as much as humanly possible without actually ravaging the Directory or deleting C:\Documents and Settings\All Users\Application Data\Norton.  In retrospect, that is probably what I should have done.

Anyway, when I reinstalled NIS2009, that was it!  I restored nothing else, not even an NPM file.

Identity Safe works just fine.  Only when we try to sign-on here (community.norton.com) or any subentities of this URL, do we get this strange display:

The first two deleted lines are my two log-in names; the third one is the spurious offering I have gotten since day one.

It looks to me like you had a prankster on the developing team, maybe someone no longer working there.  Or perhaps he was testing something with his own entry, then forgot to remove it.  If that's the case, good luck, I've tried to backtrack code and it's a .... well, an unpleasant thing.

You might try a search with those characters in the original code, but I have a hunch, what I see and what others see are not the same; that what we are seeing is in a replacement font for something that isn't even on our machines.

Oh, yes, that suggests another possibility:  Some coder might have forgotten an end-of-line or run two lines of code together, thus creating characters instead of blank space; and the characters would be odd and have no font representation, thus resulting in what the rest of us see.  It might also explain various other bad behavior.  (But why would it only happen on this site ....?  That's what I find suspicious.)

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Chinese Characters Showing up in Identity Safe

By the way, any good samaritan here want to try uninstalling all Norton products, then deleting all Norton folders, both those in Program Files and those in Documents and Settings (do a system search on "Norton").

I have reinstalled NIS2009 so many times in the cause of Truth and Justice that I flinch at the thought of doing it yet one more time.  Ah, well, tomorrow's another day.

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Chinese Characters Showing up in Identity Safe

Govind,

The NPM file came from B120 of NIS2009.  When I uninstalled B114 and saved the NPM file it was reloaded in B120.   The problem existed after that reinstall.  I edited the NPM file and the extraneous characters disappeared.   Even reloading the B114 NPM file did not recreate the problem.  I saved the NPM file from my laptop, which is experiencing the problem and restored it to my desktop which went from NIS2008 to 2009, but the problem does not exited on the desktop.  It has only happened to me when going from one 2009 build to another.

I have logged in/out of Ident Safe with no change.  Again the only site that this happens on is here.

If you look at the original string I started .. . 

http://community.norton.com/norton/board/message?board.id=nis_pb&message.id=3074&query.id=65117#M3074

 you'll see what I get.   Anything else I can help with or supply to you please let me know.

Win7 U SP1 x64, FF4, IE8, NIS2012 19.0.0.128
Kudos0

Re: Chinese Characters Showing up in Identity Safe

I've had this problem long before build 120.  If you look back at the posts on this, you'll see that users were confronting this before 120 was even released.

I am interested, though, in how you edited this NPM file.  What else would be affected by it?

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Chinese Characters Showing up in Identity Safe

I edited it through NIS, not directly.  I just removed some extraneous entrys for other sites.
Win7 U SP1 x64, FF4, IE8, NIS2012 19.0.0.128
Kudos0

Re: Chinese Characters Showing up in Identity Safe

Now, I'm more confused than ever.  Are you saying you removed the false entry for this site by editing it through NIS?  I removed every entry for this site and was unable to remove that entry.  Would you provide more specific instructions for the rest of us, please?
mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Chinese Characters Showing up in Identity Safe

o it had nothing to do with this site.  I removed some entries from the NPM file through Norton.   Somehow sometime after I edited that file the extra extry disappeared.   I had saved the file before the editing justy in case.  After the characters disappeared, I reloaded the saved NPM file ( the one with the extra entry), but the characters never reappeared.  I think they came from when the NPM file moved from one version of NIS2009 to another.   If I can get rifd of them again I'll save the file and try going back to B114 or B120 and see if the problem reappears.   But I do think that it happens between version of 09.  The problem did also have once on my system when the upgrades to NIS2008 came out for FireFox 3.
Win7 U SP1 x64, FF4, IE8, NIS2012 19.0.0.128
Kudos0

Re: Chinese Characters Showing up in Identity Safe

Hello,

Thanks for reporting these problems. It looks like both 10ACTony and mijcar were testing Beta builds of NIS 2009. Also, it looks like they could have carried forward their old data store with the released build of NIS 2009. 

We have gone through the code changes made since the first Beta build (b69) and have not found any particular code change that could have caused this problem. To get to the bottom of this problem, we would like to get more information and if possible remotely debug on your machines. Would you be interested in helping us find the root cause of the problem? 

Thanks for your help so far. 

Kudos0

Re: Chinese Characters Showing up in Identity Safe

Tell me what you need me to do, Abhay
mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Chinese Characters Showing up in Identity Safe

mijcar,

I just sent you a PM. 

Thanks. 

Kudos0

Re: Chinese Characters Showing up in Identity Safe

Let me know what you need.
Win7 U SP1 x64, FF4, IE8, NIS2012 19.0.0.128
Kudos0

Re: Chinese Characters Showing up in Identity Safe

mij

Did abhay ever get back to you on this.   I'm still having the problem.

Win7 U SP1 x64, FF4, IE8, NIS2012 19.0.0.128
Kudos0

Re: Chinese Characters Showing up in Identity Safe

10ACTony,

We had a remote debugging session with mijcar. He was kind enough to allow us to do that. Because of his help, we have now found the problem and are working on a fix. I do not have a timeline for when this fix will be released but we expect to release a patch for this soon. 

The good part is that there is no data corruption. It is a problem with our validation routines.

In the meantime, do you need us to provide a workaround in the meantime? 

Kudos0

Re: Chinese Characters Showing up in Identity Safe

Abhay,

The solution may require additional work.

Yesterday, to deal with an installation issue, I uninstalled NIS 2009 using ADD/REMOVE software and opted for the second option (remove all).

I then installed all the stuff I needed to install (separate issue).

Then I reinstalled NIS 2009.

Imagine my surprise when the chinese characters started showing up again.

Clearly, the file we deleted only cleared up the issue for the present.  Somewhere on the computer there is an file that keeps the original, original, original, original (and so forth) settings and replaces them at the next install.  So any clearing up of this problem is going to have to delete both the current data file and the replacement file (wherever that might be).

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Chinese Characters Showing up in Identity Safe

Hi mijcar,

What we did on your computer was merely a workaround. As I mentioned in my previous post, this problem needs to be fixed via a patch. We have a tentative schedule for this patch but we are not yet sure. Once we know the schedule we would let you know. 

Kudos0

Re: Chinese Characters Showing up in Identity Safe

Thanks, Abhay

I realized that.  I was merely concerned that since the workaround did not SEEM to uncover all the cause of the problem, that the final patch might miss something, too. 

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware

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