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Kudos0

Forum posts losing format

Since yesterday (31st March), every post I have made to the thread have lost paragraph formatting and been compressed to a single paragraph. Examples are on this thread: https://community.norton.com/en/forums/chrome-65-update-disappeared-nort... If, within an hour of entering a post, I select the Edit option, the post is re-displayed for editing in the correct original paragraph formatting but, when I re-save it, it gets compressed again. The other related issue is that when I am entering a post, I see only a basic Comment test entry box, with no option buttons at the top. I've taken a screenshot of that and attached the JPEG with this post.

Replies

Kudos0

Re: Forum posts losing format

Hello kenci Your posts in the thread you linked to look fine when I view them, IE 11 on Windows 10 Pro X64. Not sure if your post here was intentionally a single paragraph. What browser you are using when you have the issue? I am assuming Chrome. 

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Forum posts losing format

No, my first post on this thread was not entered as a single paragraph. It was 3 or 4 separate paragraphs. Did you look at all my posts on the other thread? The earlier ones up to 15th March are fine - it's the ones posted yesterday (31st March) and today that have the problem (some are on page 2). You're right - I normally use Chrome (65.0.3325.181) but I did use IE11 for one post on the other thread and that had the same issues. The rest of my setup is Win 7 Pro (64-bit), NIS 22.12.1.15, Norton Toolbar 2018.13.2.22 and Identity Safe 5.2.219. This post leaves me with 5 paragraphs.
Kudos0

Re: Forum posts losing format

No, my first post on this thread was not entered as a single paragraph. It was 3 or 4 separate paragraphs. Did you look at all my posts on the other thread?

The earlier ones up to 15th March are fine - it's the ones posted yesterday (31st March) and today that have the problem (some are on page 2).

You're right - I normally use Chrome (65.0.3325.181) but I did use IE11 for one post on the other thread and that had the same issues.

The rest of my setup is Win 7 Pro (64-bit), NIS 22.12.1.15, Norton Toolbar 2018.13.2.22 and Identity Safe 5.2.219.

This post leaves me with 5 paragraphs.

test

Kudos0

Re: Forum posts losing format

bjm_ You post looks normal here, 5 sentences.

On the other hand kenci's last post here is formatted as one paragraph. As was their post on the 31st which I didn't see. (apologies)

This happens to me on IE 11 when I don't have active scripting enabled. Some sites I just prefer to have it disabled for security reasons.

kenci clear your browser cache and make sure javascript / active scripting is enabled on your browser:

https://support.google.com/adsense/answer/12654?hl=en 

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Forum posts losing format

Test with active scripting disabled Test Test Done
Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Forum posts losing format

I've done all that's been suggested. Cleared the browser cache and checked the javascript settings. It was enabled but I disabled it, restarted Chrome, re-enabled javascript and then re-started Chrome again. I've even added this community web address as a specific allowed site under the javascript settings. But I'm still getting only the basic Comment text box for typing posts, with no option buttons. This post leaves me with 3 paragraphs.
Kudos1 Stats

Re: Forum posts losing format


Um, are you using Norton ConnectSafe DNS ?

Kudos0

Re: Forum posts losing format

I can't see any way that I'm blocking those scripts. My son has just taken a look as he is much more knowledgeable on HTML, Javascript, etc. He reckons that the problem appears to be that JQUERY is not loading properly. The javascript console entries on each forum page refresh always end with: Uncaught ReferenceError: timeOutDotomi is not defined at :1:1 It also seems that the pattern of reported errors is determined by whether the Norton Toolbar extension is enabled or disabled. With it turned off, there are considerably more Javascript related errors.
Kudos0

Re: Forum posts losing format

Out of interest, I've now flipped over to IE11 again. I've checked and active scripting is enabled. I'm not seeing any console errors reported in IE, but I'm still only getting the basic text entry box with no option buttons. In answer to BJM's other question, no I am not using Norton ConnectSafe DNS. I use the my ISP's DNS (Talktalk UK). Four paragraphs this time.
Kudos0

Re: Forum posts losing format

A further post, again from IE 11. On saving my last post, I did then get an error reported in the console: 'jQuery' is undefined.
Kudos0

Re: Forum posts losing format

Yet another post. Back on Chrome. Given that the reported console errors on previous attempts seemed to depend on whether or not the Norton Toolbar extension was enabled or disabled, I've now tried completely removing the Toolbar and Identity Safe extensions. That gave similar results to having the Toolbar disabled - the same timeOutDotomi error as before, plus 7 "jQuery not defined" errors and 1 "Drupal not defined" error. It's almost as if the page is trying to load jQuery from, or via, the extension
Kudos0

Re: Forum posts losing format

Yet another post. Having seen a post from floplot on the other thread suggesting that I try a full remove and re-install of Norton, I am trying a simpler approach to eliminate possible Norton issues . This post is from a laptop that does not have any Norton products installed. I am still seeing only a simple text Comment box, with no option buttons. This is the third of three paragraphs.
Kudos0

Re: Forum posts losing format

If this is affecting multiple browsers, maybe it is a Windows system issue. 

Click on Start and type CMD in the search box. Right click on cmd.exe and click on Run as Administrator. Type 'sfc /scannow' without the quotes. This will check your Windows installation and try to correct any errors it finds.
 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Forum posts losing format

kenci I will assume you are using Talk talk's router on your network? Since browsers don't seem to have any difference between them either a configuration you are using across your browsers / OS's is the issue. I am pondering the idea your DNS is the culprit. Change your DNS to one of these and reboot your router: 8.8.4.4 / 8.8.8.8 Let check to see if anything changes.

Below is a screenshot using "inspect element" in IE11 while making this post. You may want to use it to compare what your browser(s) are or are not loading regarding the CSS style sheet. Please note: ACTIVE SCRIPTING is enabled on my browser.

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Forum posts losing format

This is going to be a lengthy reply, so apologies that it's going to be difficult to read with paragraph formatting lost. First, to answer peterweb, it can't be a windows issue as I'm having the same issue on two devices (also see later). Next, to answer SoulAsylum, I don't use a Talktalk router - I have my own Netgear D7000v2. I also suspected DNS issues so I had already switched to google DNS, initially just on this PC but now on the router settings. Along the way, I also disabled the Talktalk Scam Protection service as that can block some websites. But, here's the biggie, having noticed that I get the jQuery errors not just on this thread page when trying to post, but also on just viewing the Norton Community home page (community.norton.com), I phoned my son and asked him to try it. He's seeing the same issues - that's with a totally different computer, different router, different internet connection and different ISP. So it can't be anything to do with my PC or setup. The only common ground between him and me is that we are both in the UK. So is this some kind of regional server problem? One detail he did notice when looking at the page source is that there is a javascript-related link to a URL that returns an empty file. I'm seeing the same thing. Looking at the page source for this thread page, at line 960 there is this link: https://community.norton.com/sites/default/files/js/js_v7z_ueNi9EIrZXPI8... That returns nothing. Is that the problem? I think an answer from Symantec is required.
Kudos0

Re: Forum posts losing format

kenci I clicked on the link in your latest post and got a js file download. JavaScript IS being blocked somewhere. Either on the OS, your router or your ISP. See screenshot.

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Forum posts losing format

Thanks, SoulAsylum, but the block cannot be locally on my OS, my router or my ISP as none of those would also impact my son's setup which, as per my last post, is with different equipment, in a different location and with a different ISP. He is also getting a blank return from that link. But it's useful to know that you are seeing a js file from that link. Where are you located? I'm going to email the link to a guy in yet another part of the UK and get him to try it. Watch this space.
Kudos0

Re: Forum posts losing format

I'm in the US. As you are in the UK I did some research and found this interesting article: https://www.ispreview.co.uk/index.php/2017/10/uk-isp-filters-criticised-blocking-lots-safe-legal-websites.html

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Forum posts losing format

Hi @kencl, Thanks for reporting this issue. We are checking this issue and will update back. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Forum posts losing format

Thanks Sunil_GA. I'll watch for your next update. Further update from me - I've heard back from the other guy I asked to check that link to the .js file. He is also seeing nothing - here are his actual words "no just get a blank page, no text, nothing downloaded. page source is also completely blank, line one empty chrome v65.0.3325.181" He's in a different area of the UK with a different ISP - BTInternet.
Kudos0

Re: Forum posts losing format

Hi @kencl,

Can you please try below steps and let us know the status?

- Disable Norton Toolbar extensions(ALL) and reload the page and see if Text editor toolbar is working

- Enable all Norton extensions and reload again let us know the status 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Forum posts losing format

As I have reported in my earlier posts, I have already tried all that - I've even tried completely removing and re-installing the extensions. But, as requested, I have carried out your instructions again with the same result. The text editor toolbar is not displayed and I'm still getting "jQuery is not defined" errors if I look in the browser console. I also reported earlier that I am seeing the same problem on another computer which has no Norton products installed. As I have already reported in my more recent posts, the problem is due to this link in the page source code "https://community.norton.com/sites/default/files/js/js_v7z_ueNi9EIrZXPI8..." resolving to a blank page for users located here in the UK. (3 different users connecting via 3 different ISPs see the problem.) To be absolutely clear, it is only that one link that is failing. The source for this thread page contains 8 other links to .js files, 5 of which also have a community.norton.com URL. All of those other links resolve correctly to a script file. One US contributor to this thread (SoulAsylum) reports that first link to resolve correctly in the US. Therefore I suspect that the issue may be due to a region-specific server problem.
Kudos0

Re: Forum posts losing format

Try disabling ALL extensions in your browser and test. It is possible that your son has recommended some extension for you that he also uses, and that would explain why both of you are seeing the same issue.. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos2 Stats

Re: Forum posts losing format

My son has not recommended any extensions to me and I have tried disabling all extensions. Besides, a Chrome extension problem would not explain the fact that I have the same issue when using IE11, nor that I see the same issue with a different computer (on both Chrome and IE11) when that computer has no Norton products and no other Chome extensions. The issue is not due to anything on my systems. It is due to the fact that, seemingly only for UK users, one of the script file links on community.norton pages (including the community home page) is resolving to a blank file, whereas for users in the US it is resolving correctly to a script file. All other script file links appear to be resolving correctly in the UK.
Kudos0

Re: Forum posts losing format

kencl, just brain storming a bit. Do you remain logged into the forums or do you log out each session here?

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Forum posts losing format

SoulAsylum, slow reply from me due to UK-US time difference - have only just booted up my PC at 0850 here. In answer to your question, I normally log in and out for each session but during yesterday's ongoing discussion I did remain logged in for several hours, right through the evening and until 2 am this morning. I'm about to post a follow up to my last response to peterweb. I'll do that as a separate post because of the paragraph merging problem
Kudos0

Re: Forum posts losing format

In my last response to peterweb, I mentioned that the problem of that link returning a blank script file (and the consequent "jQuery is not defined" errors shown in the browser console) applies not just to forum thread pages but also to the community home page (https://community.norton.com/). Although that page does not have the "Add Reply" facility so therefore does exhibit have the missing Text Toolbar problem, I have now realized that there is a functionality problem on that page in that the search box drop-down menu at the top of the page does not work correctly - the menu options are displayed but none can be selected. Again this must be due to that javascript file that is missing for UK users.
Kudos0

Re: Forum posts losing format

It so happens that I am encountering the same problems on occasion as the OP.

Running Windows 7 Pro and XP3 with the latest revisions of Firefox. I too, checked everything but it is at random.

Hope this helps.

"Every day is just another increment on the bell curve of life."
Kudos0

Re: Forum posts losing format

Here is some more information re the blank javascript file that seems to causing this issue. For this thread page, I right clicked the page, clicked "Inspect", selected the "Network" tab and then refreshed the page. I searched the displayed network activities, found the one relating to the rogue javascript file and clicked that. Here is a copy-and-paste of its General and Response Header details. It won't be easy to read when the paragraph formatting is lost but the key element under Response Headers is "Content Length: 0" General: Request URL: https://community.norton.com/sites/default/files/js/js_v7z_ueNi9EIrZXPI8... Request Method: GET Status Code: 200 OK (from memory cache) Remote Address: 151.101.0.214:443 Referrer Policy: no-referrer-when-downgrade Response Headers: Accept-Ranges: bytes Age: 320801 Cache-Control: max-age=1209600 Content-Length: 0 Content-Type: application/javascript Date: Mon, 02 Apr 2018 12:29:09 GMT ETag: "0-568920b39580f" Expires: Thu, 12 Apr 2018 19:22:28 GMT Last-Modified: Thu, 29 Mar 2018 19:22:26 GMT Server: Apache Via: 1.1 varnish-v4, 1.1 varnish X-Cache: HIT X-Cache-Hits: 1011 X-Served-By: cache-lcy19241-LCY X-Timer: S1522672149.258925,VS0,VE0 X-Varnish-Cache: HIT X-Varnish-Hits: 2
Kudos0

Re: Forum posts losing format

Following on from my last post, another significant aspect of those network activity details for the blank javascript file is "Last-Modified: Thu, 29 Mar 2018 19:22:26 GMT". That ties in with all being well when I previously posted to the forum on 15 march but seeing the problems when I next posted on 31 March.
Kudos0

Re: Forum posts losing format

The IP address 151.101.0.214 traces to the info in the below screenshot.

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Forum posts losing format

That IP address is the same that I see if I ping community.norton.com (using the google DNS). NSLookup also returns that address plus 151.101.64.214, 151.101.128.214 and 151.101.192.214. I was at my son's house earlier and we tried some more tests there. He runs his own DNS server and that returns 151.101.16.214 for community.norton.com. Carrying out the same inspection of the network activity details as per my earlier post showed that same "Content Length: 0" for that script file from the x.x.16.x address. A question for SoulAsylum: what IP address do you see for community.norton.com from your location in the US?
Kudos0

Re: Forum posts losing format

kencl The capture under Netmon is 151.101.200.214 for the US.

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Forum posts losing format

Thanks for that. I'll wait until tomorrow to see if there is any further update from the Norton Admins (I did send Sunil_GA a private message a few hours ago). If not, I'll try putting an entry in my hosts file to force my access to community.norton.com to the 151.101.200.214 address, so I should see the same server as US users, and then try testing again. It's now after midnight here so it's goodnight from the UK.
Kudos4 Stats

Re: Forum posts losing format

Yes, it's me yet again.

In the absence of any further feedback from the Norton Admins, I have gone ahead with the idea mentioned in my last post.  I have put an entry in C:/windows/system 32/drivers/etc/hosts mapping community.norton.com to IP address 151.101.200.214 (the address that US-based SoulAsylum sees for the community site).

Guess what?  Everything now works.

If I go direct to that javascript file link:  (https://community.norton.com/sites/default/files/js/js_v7z_ueNi9EIrZXPI8...) I do get a full file - the network activity details in the browser console show "Content Length:  41239", as opposed to "Content Length: 0" as seen previously".

The drop-down menu on the community home page now functions correctly.

While typing this post, I now have the proper text toolbars at the top of the Comment box, so I guess that, when I save this post to the thread, it will retain the correct paragraph formatting.

Going back to the network activity details for that .js file, the Last Modified date/time for the file is the same (last Thursday at 19:22 GMT) as for the blank file on the other server.  So it looks like Norton had a problem with the roll-out of that file to their servers, with at least one server getting an empty file.

So come on, Norton/Symantec, Wake Up.  I have diagnosed the problem for you.  That key javascript file is blank on servers accessed by IP addresses 151.101.0.214, 151.101.16.214 and possibly others issued by DNS to UK users, but is OK on the server accessed by address 151.101.200.214.

   SO PLEASE FIX IT!!!!!!!

Kudos0

Re: Forum posts losing format

Awesome news. Glad to have assisted and glad that your headache is resolved as well. If you'd be so kind please mark the thread as solved as appropriate. Others may have the same issue in your local and can then see your solution. Don't hesitate to ask for assistance if we can help further. Have a great day today!!

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos1 Stats

Re: Forum posts losing format

I would not say it is fixed if the user has to bypass the default IP addresses to get the sites to function properly. Although it helps identify what the problem is.

Another poster from the UK does not realize they are seeing this issue, but from the email notifications, I see the reply was in 3 paragraphs. When I went to that post, it was just one long paragraph.  https://community.norton.com/en/forums/general-advice-appreciated-networ...

So @Sunil_GA Maybe this added information can help the team.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Forum posts losing format

Yes, peterweb, I agree.  My "fix" is not a solution, it's a work-round.  This thread should not be marked as having a solution until the server problem has been sorted.

I note your comment about another UK user having the problem but not realizing it.  Before I tried the hosts file "fix", out of interest I contacted three guys I used to work with who I know are Norton users.  Two of them replied, saying although they are not active on the community forums, a few quick checks proved they were also seeing the blank JS file and the non-functioning drop-down menu on the community home page search box.  They are all UK based.

Kudos0

Re: Forum posts losing format

Indeed. As the admins regularly view these threads, the intent is to get the dev team involved for a fix to the forums. I was otherwise intending to say there is a solution on the part of kencl in that he has a workaround.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Forum posts losing format

Thanks @kencl, that's a good lead to work on the root cause for the issue. I will pass this on to team for further investigation.  

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos2 Stats

Re: Forum posts losing format

Hi @kencl,

We have made some back-end changes to resolve this issue. Please try again and let us know the issue fix status.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Forum posts losing format

OK.  I've hashed out the entry in my hosts file, so I'm back to accessing the community site via DNS.  As before, google DNS is returning 151.101.0.214 for community.norton.com.

All seems to be working well.  I can link directly to that javascript file, the drop-down menu on the community pages search box is functioning correctly and I have the full text toolbars available as I type this reply.

So it looks like you've fixed it.

Is this a permanent fix or a temporary workaround?   

Kudos0

Re: Forum posts losing format

And  your post has retained its multi paragraph format. 

Looks good.

Things happen. Export/Backup your Norton Password Manager data.
Accepted Solution
Kudos0

Re: Forum posts losing format

Thanks for the confirmation, @kencl. Its a permanent fix 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Forum posts losing format

So now you can mark a solution. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Forum posts losing format

Indeed so!!

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Forum posts losing format

Yes, happy to do that.

Many thanks to Sunil_GA and the team for implementing the fix .  Also thanks to all those who have contributed to this thread for your interest and suggestions.

Kudos0

Re: Forum posts losing format

Good work!

"Every day is just another increment on the bell curve of life."
Kudos0

Re: Forum posts losing format

A quick postscript from me.

I've now changed my router settings to go back to using my ISP's DNS rather than Google DNS.   That gives me IP address 151.101.16.214 for community.norton.com (same as my son was seeing from his DNS).

Everything OK on whichever server that address connects to.

All looking good.

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