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Kudos0

Norton Family blocking all Internet access

Hi,

I've seen several PC's, not all, but a few, where Norton Family is blocking all Internet access.

Windows 7 Pro, both 32 and 64 bit PC's, Internet Explorer 11, and also on 1 Windows 8.1 Enterprise PC. Norton family 3.5.0.43, and I've also seen the previous 2 versions do this also.

You run IE from a monitored account, the IE window comes up, but the home page never displays. It goes into endless hourglass and says it's not responding. But from a non-monitored account, and when you turn off Norton Family, all pages come up fast. So it's definitely a Norton Family issue.

Again, this is not on all PC's, but on enough to be annoying.

I'll send you a PM.

Thanks

Replies

Kudos0

Re: Norton Family blocking all Internet access

Hi dbdan22,

If you can’t access internet, that could be a compatibility issue.  Could you check your PC to see if you have any security products listed below?

https://support.norton.com/sp/en/us/home/current/solutions/kb20090508145137EN_EndUserProfile_en_us

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family blocking all Internet access

I know one PC definitely has Norton Security Premium, and it is having the problem.

Another has Symantec endpoint protection 12.1.6

But the fact remains that turning Norton Family off fixes the problem, even from the monitored account.

Kudos0

Re: Norton Family blocking all Internet access

Hi Dan,

Thanks for the update.  Norton Security is definitely compatible with Norton Family.

Thanks for the private message too.  From our previous communications, I understand you use Norton Family in working network environment.  As you know, Norton Family was designed for family use, so it's possible some apps or configurations in the network are not compatible.  I'll check with our engineering team on this.

Thanks

Katie 

Thanks Katie
Kudos0

Re: Norton Family blocking all Internet access

Katie, we've discussed this before. The PC's environment has nothing whatsoever to do with this problem. One PC is in an afterschool program and the other is in a daycare program. Other than that, they are regular PC's just like any other. There are no special apps or configurations. It's a workgroup computer, not on a domain.

Norton Family is blocking all Internet access, because when I turn it off, everything works. Let's focus on the problem, OK? Thanks.

Kudos0

Re: Norton Family blocking all Internet access

I will check this with the team.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family blocking all Internet access

Hi Dan,

Our team checked into the issue and they were able to reproduce this issue in-house while upgrading from 3.4.0.43 to 3.5.0.43, and it got resolved after restarting the machine.

Can you please provide the following details, so we can investigate this further?

  1. Were you upgrading 3.4.0.43 to 3.5.0.43 when you see the issue?  That means if you downloaded and installed 3.5.0.43 in a machine which has 3.4.0.43 build.
  2. Were you still having the issue even after restarting the machine?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton Family blocking all Internet access

Hi,

I really don't know what version it was upgrading from. By the time I was told about the problem, the upgrade had already taken place. All I know is the version I saw there at the time, 3.5.0.43. The problem persisted after a restart. I'm really not sure what made it work again. Maybe turning Norton Family off and on again?

Kudos0

Re: Norton Family blocking all Internet access

Thanks Dan for the update.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family blocking all Internet access

Dan,

Just want to make sure we understand this correctly,  did the issue persist after a restart or was it resolved for you?

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family blocking all Internet access

Well the problem happened on several, separate occasions over a period of 2 or 3 months. And yes, when it started happening, it would persist after a restart. Then for no apparent reason it would go away for a few weeks. Then happen again. The only thing that was consistent about this is that turning Norton Family off would fix the problem instantly. Internet would come back on, and fast. Kinda sounds like an after update issue, but I have no idea what made it start working again.

Kudos0

Re: Norton Family blocking all Internet access

Thanks for the update.  I've reported the information to the team.

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family blocking all Internet access

Any idea when there might be a fix? I was actually getting ready to reinstall Windows on one of these PC's because of this problem.
Kudos0

Re: Norton Family blocking all Internet access

Hi Dan,

Thanks for the update.  Our engineering team is trying to reproduce the issue.   After they reboot the PC, the internet comes back, which is different from what you experience.

Thanks

Katie

Thanks Katie

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