Please see the following announcement:
Norton Toolbar facilitating access to Identity Vault disappeared when FF35 uploaded about a week ago. Repeated Norton Live Update, repeated reboot, reload FF35 over the past week have resulted in no Toolbar return.
Toolbar 2015 does not load with frequently run LiveUpdate as suggested despite repeated rebooting.
Any ideas before I decamp to Chrome?
Please tell us which Norton product you are using and the version (Support > About from main page of product). Are you using an Online or Local Vault? Your operating system info may also be helpful. Do you have any other Norton products installed?
The issue is with my PC on which I have: Windows Vista Home Premium 2007 Service Pack 2; Norton Internet Security 18.104.22.168; Firefox 35.0; Norton Toolbar 201407.10.12 disabled. I am unable to load Norton Toolbar 2015.
My laptop which is displaying Norton Toolbar & Identity Vault satisfactorily in Firefox has Windows 7 Home Premium 2009 Service Pack 1; Norton Internet Security 22.214.171.124; Firefox 34.0.5; Norton Toolbar 2014.7.10.16 enabled.
I guess I am using an online vault as amendments made to the vault on the PC turn up on the laptop.
I have no other Norton product on the PC or the laptop.
Does this help?
Hi Ken - thanks for the feedback. Is there any reason the 2014.7.10.12 NTB is disabled? I do not believe it has anything to do with your situation, but I would think it would be listed as incompatible with FF 35.
Please be sure to Export your Identity Safe Data in both .csv and .dat format - as a precaution (although you should not lose the data using the following tool)
Download and run the Norton remove and Reinstall Tool . After it finishes running, be sure to run LiveUpdate (rebooting if requested) until LiveUpdate responds with the specific words "no update found".
After updated, verify correct NTB is shown (2014.7.10.16) and it is Enabled.
Let us know how things go.
The page to which you directed me says "If you have a Norton Online product such as Norton AntiVirus Online, Norton Internet Security Online, or Norton 360 Online, provided by service providers other than Comcast or Deutsche Telekom, the Norton Remove and Reinstall tool is not compatible and you must download and run the Norton Removal Tool. For more information, go to the Norton Removal Tool download page."
My product is NIS provided by Symantec, which I thought was Norton's own company. Do I need to action the Removal Tool shown in the above paragraph? I shall await your advice before I proceed.
Additionally, you may wish to see e clip from the Extensions page, see attached. I didn't disable these items, but they do report that NTB and Skype are incompatible with FF35.0.
Sorry for the delay, just got back from handling some "real-life matters".
You are OK running the tool I suggested. I know the verbiage can be confusing - they are actually saying "NIS Online" - which is a Product supplied by ISP's such as Cox Cable, Comcast, Telekom etc. They take the regular NIS or N 360 and make modification to it and call add the "ONLINE" to the product's name.
I can not tell you anything about Skype (I don't use it), but the NTB is as I suggested in my last post is incompatible - as I thought it would be. It is because it has not been updated for FF 35 yet.
Please go ahead and download and run the tool I linked to and let us know how things go. It will remove your current installation, reboot and then install a new copy. Please remember to run LiveUpdate as I mentioned above.
The issue is now resolved but it all became rather convoluted.
I ran the software as advised but this returned a message saying that the PC was unable to download the installer layout and that the re-installation should be done manually. I downloaded the re-installation software and rebooted.
IE turned up! I never use IE except for occasional testing. A message was posted saying that I had had too many downloads for my Norton licence which was limited to three. As I had a PC and laptop which amounted to two, I called the Norton Support Chat Service. The guys (Harikrishnan Verman and Thameezudeen_KB) there took remote control of my PC were very good.
The first support worker (T_KB) managed to reduce my downloads to two (no idea where the third one came from) and passed me on to a higher grade support worker (HV). He went through various processes which were mainly 'take live update and reboot'. He did this about five times before the update produced a NTB compatible with FF35.0.
So, I'm back working again and am happy with the process and the result.
To end on a downside, though, it seemed rather unnecessary to have to go through this process, about 2 hour's worth, to resolve an issue which should never have happened if User Acceptance Testing of the product had been more robust. It does seem that a closer liaison between the Norton & FF guys would help obviate recurrence.
Thanks for your help. I got there in the end.
Ken, you are welcome - sorry things went around in circles for awhile. Had the toll suggested worked - you could have saved the CHAT time. At least you got everything working.
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