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Kudos0

Norton family blocks all browser web access since latest upgrade

Since installing the latest Norton Family upgrade I am unable to access web sites through either iexplorer or firefox regardless as to whether the logged on user is a managed or unmanaged account or a limited or admin user.

* Attempts to open any web page simply time out.

* Problem same for limited managed users and unmanaged admin users
* Problem same with Firefox or IExplorer
* I can ping the urls from the command line
* I can telnet to port 80 on test sites
* I have the same problem on two independent laptops
* All other 'internet' applications work as expected ( e.g. dropbox etc)

* No unexpected events in the system/application/security event logs.

* The PC's with NOF installed feature in my norton family account device list on web page with correct users
* No history/alerts on norton family account web page.
* Prior to latest update web access worked.  

* I have uninstalled completely and re-installed more times than I care to remember. (Inc. S.E.P. )

* If I uninstall Norton Family then web browsers work as one would expect.

What else is there to try?  This latest upgrade looks so much like an upgrade gone very wrong.


DELL Lattitude D505
XP Professional SP3 + all updates
Symantec End point vr 11.0.7000.975 + all updates
Norton Family version : 2.6.0.52
Windows own firewall turned OFF
No other AV/Firewall software
Firefox 17.0.1
IExplorer 7.0

Lenovo 3000 N200
XP Professional SP3 + all updates
Symantec End point vr 11.0.7000.975 + all updates
Norton Family version : 2.6.0.52
Windows own firewall turned OFF
No other AV/Firewall software
Firefox  17.0.1
IExplorer 7.0

Replies

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

I have noticed at times that my account is being monitored - when it is not set up to do so - and blocks access to sites that should be blocked on ANOTHER users account.

Generally I have to restart the computer to get things to return to normal. I have noticed Norton Family being down for more than usual periods, where I can't even disable the program to allow my dad to access a website blocked on his account. Logging into Norton Family via Norton 360 proves troublesome. I'm not foreign to "Internal server error" messages.

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Hi StevieT,

Could you let us know what operating system you have on the PCs, like Windows XP, 7 ?

We are aware of the issue when trying to log onto Norton Family via Norton 360 and we are working on this.  For now, please log onto Norton Family account at  https://onlinefamily.norton.com/familysafety/loginStart.fs.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Hi Ropetackle,

Symantec End point product is an AntiVirus Corporate Edition and vr 11.0.7000.975 is an older version of the program.  We have users on older version of NIS and Norton 360 (these are for family use) and they are experiencing similar issue.  After they upgrade NIS and Norton 360 to the latest version, the issue was resolved for them.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Hi Katie,

I am running Windows 8 Pro 32-bit on the desktop.

Also, it seems that two icons sometimes appear in the traybar. I had just disabled Norton Family for my dad. Just now, upon returning home, I had to reinsert my email and password to diable it again. Two Norton Family icons were showing, instead of just one when I first disabled the program. It was yellow with a red cross, with parental action required. I was able to successfully disable the other icon, which is now light grey. It seems the service is constantly restarting, without a user logging out/computing restarting etc..

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Hi Katie,

Thanks for reply.

As a quick test I have uninstalled EndPoint v11 (while I try and get hold of copy of v12) to see if it is the problem and re-installed NOF .  Now I can access web sites from within IE and Firefox BUT.....

HOWEVER (and it is a biggy) although the two managed limited accounts are shown as managed against that laptop the categories that they are barred access to are completely accessible from within their user logins.

For example - gamling , pornography etc are all accessible but are marked as barred.

I have run the 'update house rules'  for admin and limited usesr but when I display the 'View my house rules' it displays a dialog box that says nothing more than  'House Rules      These rules are for'  and other than the 'privacy notice' , Print and OK  buttons the window is empty. 

So it seems it is ignoring the rules completely.

There is also no history of activity info in  for the usesr under my nof account.

Cheers

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Hi Ropetackle,

Thanks for the reply. 

Can you please uninstall/reinstall Norton Family on the PCs to see if it helps to block restricted websites?

We have tested NIS and Norton 360, which are for family environment.  Norton Family was designed for famiily users.  If users are on older versions of NIS or Norton 360, updating to the latest corrects the issue.   As for EndPoint v11.  as I mentioned earlier in my previous post,  they are for corporate network,  I'm not sure EndPoint v12 will correct this or not at the moment.

Thanks,

Katie  

Thanks Katie
Accepted Solution
Kudos1 Stats

Re: Norton family blocks all browser web access since latest upgrade

I've given up with using NoF as it is not behaving as it should anymore - such a shame.  I don't see why I should have to replace EndPoint and jump through hoops just to get it to work.

In the meantime I have switched to Qustodio, easy to install and  which, so far, works fine and with all my other AV products.

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Have had the same issue - getting very annoyed with the Norton Products lately.  Had to uninstall Norton Family on one PC because this problem is so annoying. For me Norton Family will work ok - then seemily randomly it will lose its mind and have a problem.

I am clearly logged in as an unmonitored account in Windows 7 but Norton Family thinks I am my youngest child - the most restrictive account.

Is Norton going to fix this????  I should start looking at other options when my license for Norton 360 runs out. If something like know what user is what is a problem - I am starting to wonder how good my antivirus protection is...

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Hi neeper_creeper,

I will be glad to set up a remote session with you to check into the issue.  If you are interested in having a session with me, please send me a private message for details.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton family blocks all browser web access since latest upgrade

I have been struggling with this as well.  I tried several times to reinstall NF and it was still blocking all usage to the internet on both computers the kids use.  Both run window7 and IE 7 and or 8. We also run Norton 360.

Has this been fixed?  I do not want to reinstall only to have to go back into safe mode to delete it. 

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Hi skdrager,

What version of Norton 360 is running on the PC?

What other security product do  you have on the PC besides Norton 360?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton family blocks all browser web access since latest upgrade

In the last week this has begun to happen to me on different PC's one using Windows 7 and the other windows 8. Both are running the most up to date NIS

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

I'm often having this problem too - though not on all accounts.  It is blocking my wife's account (unmonitored) after my children have used the computer.  I get emails about her blocks but reporting it is one of my children trying to access the websites.  My wife's account has the "View my house rules" greyed (grayed) out.  An update of house rules does not fix the problem.  A reboot will fix the problem.

My only thought is that we use "switch user" a lot.  I'm not around enough to know the order of activity from my children and wife to work out how things might be reproduced.

If I was to have a guess, it seems like a bug in Norton Family associating the correct user with the correct online profile. Perhaps it can't handle tracking multiple active users (which happens with "switch user").

We are using Windows 7 professional 32 bit with Norton Internet Security 2013.

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Hi Pricers and PT73,

If you are able to reproduce it consistently, please let me know.  I'll be glad to set up a remote session with you.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Thank you Katie,

Fortunately it doesn't happen consistently! So won't be able to take you up on your offer, but it is definitely still happening

Kudos1 Stats

Re: Norton family blocks all browser web access since latest upgrade

Hi,

We have been able to reproduce the problem very successfully at my friends computer.  They have windows XP and Norton Family.

The issue appears that when you switch between users (logout and login), Norton Family does not recognize this and keeps you with the same rules as first user who logged into the system.  Only a restart appears to reset Norton Family.  This has just started to occur in the last few days.  It may have been introduced with your Feb 21st update.

To reproduce, perform the following. 

1. Create two accounts in windows. 

2. Set one user account up with Norton Family rules and set them strict, so it's easy to be blocked.  The other account should be unmonitored so they should never be blocked.

3. Restart the computer and login as the user with the strict security rules.  Visit sites that would cause you to be blocked.

4. Logout of the user and login to the user who has no monitoring on.  Visit the same sites.  You'll find that this user is blocked as well.

5. Restart the computer

6. Login as the unrestricted user and visit the same sites that would cause the restricted user to be blocked.  You should have no problems going to the site.

7. Logout of the unrestrictued user and login as the user with strict security rules.

8. Visit sites that would cause you to be blocked.  The user in our tests did not get blocked by Norton Security suite.

Please let us know as soon as this is fixed.  The current workaround is to restart the computer each time you want to switch between users on a computer.

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Hi cgmathew,

Thanks for the detailed description.  Unfortunately, I've had no luck reproducing the issue so far using XP machine.  The one I am testing with is Windows XP Service Pack3.  What is the service pack number you tested with?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Katie,

They also have service pack 3.   If it helps here are some more details. 

1. They have 4 children accounts in windows that are locked to specific accounts in Norton Family. 

2 Each child's account is a limited account in Windows. 

3. There are two parent accounts that are not monitored, in addition to the standard administrator account in Windows. 

4. These two accounts are normal accounts (not limited) in Windows. 

The tests were done with one of the childrens accounts and one of one of the parents accounts. 

They are running the Norton Security suite from Xfinity in addition to the Norton Family software. 

I had uninstalled and reinstalled the Norton Family software with no change in behavior. 

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Oh, I forgot to mention, when the parents account was blocked, it did record it as one of the child's account that had accessed the site that was blocked. 

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Hi cgmatthew,

Thanks for the update.   Our development team and QA team are working on the issue.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Thanks for the offer of a remote diagnosis.  At this point I haven't tried hard to reproduce it.  I suspect the process on the windows 7 machine I'm using is similar to that suggested with XP by cgmatthew.  It typically haapens to my wife (unmonitored normal user account) when our kids have logged in and out - or switched user.  I'm not sure if it has happened to my account which has administrator rights - though with the windows 7 access control enabled.

By the way, I've had Norton Family installed for a long time now and I think this is a relatively new problem.  I don't recall seeing the problem until more recently and think it was after an update.  Unfortunately I couldn't be specific on the timeframe, but my guess is a few months ago.

Kudos0

Re: Norton family blocks all browser web access since latest upgrade

Hi PT73,

Thanks for the update.

Thanks,

Katie

Thanks Katie

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