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Kudos0

Norton Identity safe Script excessive time on Firefox

Latest GA versions

Firefox 57.0.4(64 bit)

Norton Identity Safe 5.2.0.19

Windows 10 Pro

when I hit some pages.  e.g a blu-ray.com forum cerate enty page, the script is rapidly reported as running excessively.  The message pops up fast with options, but disappears before can do anything even completely read it  10-20 seconds letteer it pops up again.  Browser runs at a crawl  until I switch to another page and disable the Identity Safe add-on.

Replies

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

This has been posted elsewhere, https://community.norton.com/en/forums/norton-safe-web-script-slowing-firefox-5702-64-bit.

Symantec have been informed and were supposed to be looking into it.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Hi tns:

Do you also have the Norton Safe Web for Firefox v2.6.0.5 extension installed? The image of the pop-up iraisok posted <here> identified Norton Safe Web (not Norton Identity Safe) as the cause of their slow script problem.
--------------
32-bit Vista Home Premium SP2 * Firefox ESR v52.5.3 * Norton Security Premium v22.11.2.7 * MB v3.3.1  

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

I have Norton safe web 2.6.0.5 installed as well.  But the script being reported is Norton Identity Safe.  And disabling it is what makes the problem go away. 

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

FF 58 will be released on Tuesday. I have seen an occasional script error with the Safe Web extension. Maybe FF 58 will correct it.

Jim

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Note I managed to catch this from a screen shot.  As I orignally said its complaining about a script associated with Norton Identity safe.

File Attachment: 
Kudos0

Re: Norton Identity safe Script excessive time on Firefox

58 released today, and Twitter is still unusable due to this extension.

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Yep,  still occurring with FF 58. Does anyone know how to get debug info to Norton Support.  Chat was worthless (usual, uninstall reinstall etc.)

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Hi @tns and @SupraMD,

Thank you for reporting this issue.

This has been reported to the team and they are investigating to find out the root cause of this issue.

Could you please post the list of websites that becomes slow?

I'll reach out to you if the team needs more information.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Hello Mohan

Thanks for responding to my SOS

Have a Nice Day and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.12.0.104 Core Firmware 229 I E 11
Kudos0

Re: Norton Identity safe Script excessive time on Firefox

One site that seems to pretty solidly have this problem is

https://usa.denon.com/us/product/hometheater/receivers/avrx7200wa

The other one I have inconsistent but regular trouble with is https://forums.verizon.com. Usually when trying to respond to something in those forums.

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Twitter and certain SubReddits with a lot of CSS

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Hello Mohan

Here is another thread with same issue.

https://community.norton.com/en/forums/norton-safe-web-script-slowing-firefox-5702-64-bit

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.12.0.104 Core Firmware 229 I E 11
Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Note although there may be a similar scripting problems we are apparently talking two different scripts.  The one in this thread about Norton Identity Safe and the one some  are pointing to effecting Norton Safe Web.  Perhaps they both do something the same or incorporate some subscript.  Or they may be totally unrelated.

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

floplot:

Hello Mohan

Here is another thread with same issue.

https://community.norton.com/en/forums/norton-safe-web-script-slowing-firefox-5702-64-bit

Have a Good Night and

Thanks.

Hi Flo,

I have already posted that link above and Mohan has already posted in that thread.

Thanks,
Dave

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Hello

If logs are required, the logs may show what the actual cause may be. The teams will be able to tell if it's the same script affecting both location or perhaps the cause may be similar or different. They both could use a solution. Just my opinion.

Have a Good Night and

Thanks.

Hello Dave

I see he just posted there this afternoon. Too late to remove the other link now.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.12.0.104 Core Firmware 229 I E 11
Kudos2 Stats

Re: Norton Identity safe Script excessive time on Firefox

I just posted in the Safe Web thread and found that an older version does not give an error.

If some one on this thread wants to revert to an older version of Norton Identity Safe to test, here is the link to older versions that are still available. They have 5 available.

https://addons.mozilla.org/en-US/firefox/addon/norton-identity-safe/versions/

Jim

Kudos1 Stats

Re: Norton Identity safe Script excessive time on Firefox

I was having the same problem.  My browser was dragging, taking several seconds for input fields to gain focus, getting an error about "'a script in the extension "norton identity safe"' was taking too much time, asking me to wait, stop it, or stop it temporarily.

Disabling Identity Safe put my browser back to normal, input fields would focus immediately upon clicking on them, page loads were faster, and obviously no more errors.

I followed PhoneMan's suggestion and installed a previous version of Identity Safe and the problem went away. 

I installed this version:

Version 5.1.1.2 Released Jan. 9, 2018 7.3 MiB Works with Firefox for Android 51.0 and later, Firefox 51.0 and later

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

FalconsFan,

Thanks for testing. I am on W10 64bit and Firefox 58 64bit and i have moved back to Norton Identity Safe 5.1.1.2 and Norton Safe Web 2.3.0.24 extensions and the speed has returned to Firefox. I was having trouble on Facebook lagging for a while and now it pops. Other sites that seemed to lag at times are also popping.

Now it is up to Norton to correct their extensions.

Jim

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

UPDATE: Another issue that appears to have been solved by rolling back this addon; I was having problems with what I thought was a memory leak with Firefox.  After working for a while, opening and closing tabs, I would notice that my entire system would start to bog down.  Checking the task manager I noticed my memory was at 75, 80 even 90% used.  FireFox was taking 1500 - 2000mb of memory.  I would close all my tabs except one and the memory usage didn't change.

Since installing the earlier version Firefox now stays below 500mb. 

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Yep, same Norton issue with Norton Web Safe.  Is it time for Symantec to raise priority to working to correct the "Script issue that Firefox reports?

Thanks, Ira
Kudos0

Re: Norton Identity safe Script excessive time on Firefox

I too have now backed out to 5.1.1.2.  Problem has gone away.  Obviously there are reasons we should be going with current version, but the bug is too severe.  I have also turned off update for now.

As thread starter I must make clear that the problem is not solved until Norton fixes.

A good test case i have is https://usa.denon.com/us/product/hometheater/receivers/avrx7200wa

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Yep - encountered the same problem for the first time today whilst using Facebook. No marked reduction in performance just a yellow bar appearing (mostly) for a sub second and disappearing. Really annoying. After many attempts I managed a screen grab (cropped & attached). Since closing and re-opening the Facebook tab and accessing Identity safe from the Firefox extension and the Norton 360 app. The problem seems to have stopped (for now). Weird.

Firefox Quantum 58.0 (64-bit) add-ons manager is reporting I'm using Version 5.2.019 of the Norton Identity Safe extension that was last updated on 24/1/2018.

File Attachment: 
Kudos0

Re: Norton Identity safe Script excessive time on Firefox

When I am visiting the site in the url below, and others at cyberpower.com:

https://www.cyberpowerpc.com/system/VR-Ready-Deal-GTX-1070-Ti (link is external)

I get an error with a message telling me 'A script in the extension "Norton Identity Safe" is causing Firefox to slow down' with the options to temporarily disable it, stop it, or wait. The message in in a yellow band across the top of the page.  Access to the page is not available when the yellow bar is there.

I have the latest versions of Norton Security and Firefox installed (Windows 10 64 bit).

Can anyone help.

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

dforrest:

When I am visiting the site in the url below, and others at cyberpower.com:

https://www.cyberpowerpc.com/system/VR-Ready-Deal-GTX-1070-Ti (link is external)

I get an error with a message telling me 'A script in the extension "Norton Identity Safe" is causing Firefox to slow down' with the options to temporarily disable it, stop it, or wait. The message in in a yellow band across the top of the page.  Access to the page is not available when the yellow bar is there.

Phoneman above posted a good TEMPORARY solution. Backout to the earlier version. See https://addons.mozilla.org/en-US/firefox/addon/norton-identity-safe/vers... for available version

I have the latest versions of Norton Security and Firefox installed (Windows 10 64 bit).

Can anyone help.

PhoneMan posted a good TEMPORARY solution. You can backout to the previous version See https://addons.mozilla.org/en-US/firefox/addon/norton-identity-safe/vers... for available versions

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Hi everyone,

A fix has been released to address the Norton Safeweb extension slowing down Firefox browser and the issue should be resolved now.

The Firefox Norton SafeWeb version will be 2.6.1.8

Thank you for your patience.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Your response is for " Firefox Norton SafeWeb", however this thread is about the Firefox addon Norton Identity Safe.  Has the issue been resolved in that addon as well?

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

As said, the fix mentioned is for Norton SafeWeb.  I have that safeweb 2.6.1.8 level.  But then I never knew how to get that bug to show. 

With it and the latest level of Norton Identiy safe 5.2.0.19 on the bug for that script still hits.  I've now backed down to 5.1.1.2 again.

My best test case for the bug is https://usa.denon.com/us/product/hometheater/receivers/avrx7200wa

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

I agree with contributor tns above.  I have had the latest version 2.6.1.8 installed since Jan 12 but not enabled and had this problem once the Identity Safe updated to 5.2.0.19 which was released on Jan 20.  Going back to 5.1.1.2 version released on Jan 9 fixes the problem.  Norton's version control software should be able to highlight the changes made between the two versions and the problem has to be related to one of those changes. 

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Hello

I have notified Mohan.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.12.0.104 Core Firmware 229 I E 11
Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Add me to the list seeing the warning about a script from ID safe causing a problem on Firefox. I'm seeing it mostly on facebook.

Windows 10 Home (64)
Firefox 58.0.1 (64)
Norton ID Safe add-on 5.2.0.19
and just for fun/in case
Norton Safe Web add-on 2.6.1.8

PS: I just reverted to last version of the ID Safe add-on (5.1.1.2) to see if it resolves the problem (at least temporarily).

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

How does one go about updating to this version? Norton says I have the latest updates/version installed, but I still get this message 07FEB2018.

Kudos1 Stats

Re: Norton Identity safe Script excessive time on Firefox

The current latest level, 5.2.0.19, is the problem. The temporary bypass is to choose the previous level. You should be able to find that from the pages that point to more info and then other versions. Someone also posted a direct link earlier.

Kudos1 Stats

Re: Norton Identity safe Script excessive time on Firefox

Here is the link.

https://addons.mozilla.org/en-US/firefox/addon/norton-identity-safe/versions/

Just remove the current one and install the one you want to try.

5.1.1.2 works OK.

Jim

Kudos1 Stats

Re: Norton Identity safe Script excessive time on Firefox

New version 5.2.1.2 released today Feb 9 about 6:30 PM CST.

Still has Script problem.

Jim

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Could be a placebo but I think the responsiveness of Twitter has increased, but it's still unnacceptable. 5.1.1.2 is also just as bad for me, disabling the extention wherever possible is the only way I can use Firefox without getting aggravated at all.

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Firefox updated itself the other day so it updated the extension back to 5.2.0.19  (maybe because I forgot to set the extension options in Firefox addons to not automatically update ) and I had a problem on my Grocery Store's (Publix) website trying to make my new shopping list (I'm old, so if I don't make a list I forget to buy things ). After I realized the extension had reverted back to 5.2.0.19 I went to the extension download page and saw the latest version, 5.2.1.2 and installed it. I checked the Publix website again and the problem appears to have been resolved. I'm also not seeing any problems on facebook now.

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

My feeling is that 5.2.1.2 may have fixed only part of the problem.  I still get a slow down but it doesn't appear as bad.  I can at least move around on the webpage etc.  But after awhile still get the popup about the script.  For now I am back to 5.1.1.2.  Firefox is now at 58.0.2 (64 bit).

Kudos0

Re: Norton Identity safe Script excessive time on Firefox

Note that firefox addon site no longer has 5.1.1.2 available.  This leaves firefox users with two broken version.  Not sure if Norton pulled 5.1.1.2 or if some standard action of Firefox site gets rid of older versions.

Unless Norton expects an update to fix this real soon, can we get some way to go back to 5.1.1.2?