• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos5 Stats

PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

I have posted about this for the last year but rather than Norton disabling the redundant popups trying to get users to enable features, they have made things significantly worse by now adding a browser redirect in ADDITION to the pop-ups.

1.  This applies to Norton Security and Norton Business (Norton Security for Small Businesses up to 20 Users).

2.  Turning off "Special Offer Notifications" has never made any difference and Norton has acknowledged this.

3.  We are an IT Consulting firm with over (300) unrelated installations of Norton Security and Norton Small Business installed.

4.  Users, especially users of Norton Small Business, are so agitated by the repetitive popups and browser redirects they are forcing us to look at other solutions even though we have been 100% Norton for (8) years now.

5.  The popups and browser redirects do NOT only happen after the initial install.  They continue to occur during the regular update cycle (I assume some updates trigger this while others don't).

6.  No product on the market does this other than Norton.  It would be (1) thing if it was limited to only the initial installation but the fact that is continues to happen at least monthly (sometimes more frequently) and the "Special Features Notification" setting does NOT work makes it absurd.

7.  We are 100% fans of Norton and we also sell / support this for a living.  We are not looking for Norton advocates to tell us how this is not a big deal, our own customer base is berating us with complaints about this so in the real world it is a major issue.

8.  We are looking for a direct response from a Norton representative.

Screen shots examples attached.

Replies

Kudos1 Stats

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Kudos1 Stats

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Kudos1 Stats

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

And a simple search of the forum will find please of other people complaining about the exact same thing...

Search for "marketing notifications" or "browser extension" and you will see plenty of people posting things such as:

https://community.norton.com/en/forums/annoying-norton-pop-asking-install-browser-extension

https://community.norton.com/en/forums/browser-addon-notification

And many, many more.

Kudos1 Stats

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Anyone?  Please?  Customers want the product removed because of the annoyance this is causing.

Kudos1 Stats

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Moderator has been notified.

Windows 10 X64 Fall Creators Update 1709
Kudos4 Stats

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Hi folks, this is certainly an issue that many customers have escalated to us, and your feedback has not been ignored. I can understand your discouragement, though, since nothing has been communicated and no changes have come. That's not to say that things haven't been done, but it has mostly been some very meaningful discussions on the subject, and education on customers' experiences. My only update is that we're continuing to escalate your concerns, and discuss this with the teams that serve these popups. We all agree that an issue exists, and that a mutually beneficial solution is difficult, but not impossible. So we're continuing to work.

On your end, I'd like you to continue to let us know about your frustrations with them, and include screenshots and details. Let us know your expectations, and why these things annoy you. And if a particular popup is helpful, that's something we want to know too. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos3 Stats

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

All: This appeared yet again just a bit ago on my browser, IE11. This was the 4th time I have clicked on "Don't ask me again" yet it has reappeared once again. The solution is on the 4th appearance the "Don't ask me again" is visible and it shouldn't reappear when clicked. Something is definitely not right about it doing just that. Everything I want enabled was chosen the first time this appeared.

Cheers

"From DOS to Windows10 what a journey it has been" Windows 10 Professional x 64 Fall Creators Update version 1709 / build 16299.125 / NSBU 22.11.2.7 Traditional / Norton BETA tester
Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Why is there not even an option for "Don't Show Again" on the "Your Norton Subscription Will Soon..." popup? I am sick to death of that showing up almost daily at this point.

Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Agree this is really annoying.  This one pops up frequently, even though I have about 7 months left on my subscription *and* I don't want to enable automatic renewal.  Please make it stop!

File Attachment: 
Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

I agree with the others - this is a nuisance. Why doesn't Norton just remove the code in the first place, then figure out how to implement a reminder system that meets community expectations?

Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Tony, if I take the time to provide detailed feedback from the standpoint of an end-user as well as IT Professional who supports business and end-user account, will you review this information and respond to the points I make?

I have no problem taking the time to do this but want to make sure it isn't going to be put in the feedback pile without any consideration.

Thanks.

Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

100% agree these are a pain.

You buy products like norton to stop other companies putting these popups on your screen, then they start doing it themselves!

I get at least one of these everyday.

Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

One clarification. Norton does not have a pop up blocker. That is for your browser to handle.

Things happen. Export/Backup your Identity Safe data.
Kudos2 Stats

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

potomacpctech:

Tony, if I take the time to provide detailed feedback from the standpoint of an end-user as well as IT Professional who supports business and end-user account, will you review this information and respond to the points I make?

When I initially read your request to "respond to the points I make", I got the impression that you wanted a type of explanation or rebuttal. My goal here is not to justify any actions or behaviors, nor is it to attempt to explain why we displaying a popup that you feel is contradicting the settings, or is too frequent.

So to that end, I will review the feedback and escalate the comments to folks within Symantec who can make changes to the popups. I will also add comments as necessary, but keep in mind that my default response will be something like "That sounds pretty unpleasant. I'm sorry for that bad experience; I've let the team know about your comments. Thank you for letting me know." It sounds pretty generic, but I genuinely am doing and feeling all those things.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Peterweb,

In the scope of what is being discussed hear, why would you possibly find it necessary to make that comment.  Especially when the popups displayed by Norton are outside of a browser and the browser redirects are not picked up by popup blockers.  Your need to increase your post counter never ceases to amaze me.

How about providing some feedback relative to the conversation such as why you feel any user would find the 10th and subsequent displaying of the pop-ups would be valuable to users, especially after they have already selected "don't display again" 10 times.  Or how the repeated browser redirects are beneficial.

Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Can you tell me what the official Norton position is on why users would want to see the popups and browsers directs countless times even after selecting "Don't Show Again" and / or turning off "Special Offer Notifications"?  Not talking about the 1st time this is done following a new install of Norton, I am referring to the repeated popups and browser redirects that continue to reoccur with certain updates Norton releases.

Kudos2 Stats

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

A quick clarification: let's keep this thread respectful. I can understand that frustrations run high, especially with this topic, but it's important to note that we're all here to help.

potomacpctech:

Can you tell me what the official Norton position is on why users would want to see the popups and browsers directs countless times even after selecting "Don't Show Again" and / or turning off "Special Offer Notifications"?

Thank you for this excellent question. There's a bit of hairsplitting in the above, which I'll get into, but the tl;dr is what your question suggests: customers generally wouldn't want to see popups if they've done all they can to disable as many of them as possible.



And now the breakdown for those interested:

Can you tell me what the official Norton position is on why users would want...

I don't know if Norton has an official position on why users (I call them customers) would want something. I think the position is more that they want them to want something, or be interested and aware in something.

...why users would want to see the popups and browsers directs countless times... 

Popups: they come from different sources within the product. Two problems that are being addressed internally:

  1. customers don't care about the source - a popup is a popup
  2. a set of rules should govern ALL POPUPS seen by customers through the product

Browser directs: Do you mean Norton Safe Search? Safe Search is a secure search engine that gives you peace of mind by letting you know if a site is unsafe – before it’s too late. You can learn more about it here: https://us.norton.com/safe-search

...even after selecting "Don't Show Again" and / or turning off "Special Offer Notifications"?

This goes back to the previous one a bit; some popups are informational, and tell you about an emerging issue. And although it includes a link to a product, it's not considered a "Special Offer Notification". As for the "Don't Show Again", I've let the team know about the vitriol around some popups not honoring the setting. Also consider that clicking the X to close is not the same as clicking "Don't Show Again".

I hope that clarifies a few things. As you can see, I'm pretty transparent about these things, and I'm having several conversations internally about your concerns. The more solid data I have on customer perceptions and expectations, the more positive change we can make. Thanks again for your excellent question.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos2 Stats

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Tony,

This is about repetition.  Show it one time after initial installation, fine.  Show it every 2-3 weeks and it is annoying as hell.  The customer has already selected "Don't Show Again" but the same popups (and browser redirect) keep being displayed after various and frequent Norton Updates.

The browser redirect is in fact a browser redirect and is happening at the same rate as the popups.  I provided an example of this in the original email above.

This is not Norton Safe search, this is Norton forcing browsers to a open a specific page on their browser when opening the browser the 1st time after the initial installation.  Since this overrides the configured behavior on the browser I absolutely categorize this as a redirect.  Call it whatever you want but this is done in addition to the popups and is also repeated roughly every 2-3 weeks with certain Norton updates.  And both popups and redirects are repeated for as many browsers you have installation.  If you have IE, Firefox and Chrome you are going to see (3) popups and (3) redirects (redirect vary because Chrome and Firefox do not support most of the add-ons).

As an IT Consultant, I recommend Norton and Norton Business, install for users and configure what I believe to be optimal settings. 

For well over a year we have been getting calls from residential customers asking if these popups are adware or if they are really from Norton.  Why?  Because they keep seeing them even though they have asked repeatedly for them to stop.

And for well over a year I have been defending the benefits of Norton vs. the annoyance of the repeated popups to our small business accounts (the bulk of our business).  They know these are not adware but are tired of seeing repeated "ads" (that is what they are) and they constantly complain.  Now, with the browser redirects in addition to the popups, we are hearing the complaints even more frequently and have been asked by a fair amount of accounts to recommend a different solution.  Why?  "There has to be a comparable product on the market that will offer similar protection without forcing all users to keep closing ads repeatedly and confusing people" (or something along those lines).

I have never had a single person say to me "wow, didn't know they had these awesome features but once I saw the same popup for the 20th time I realized I needed to have it".  Sarcastic, yes.  But point is valid.  Repeating the same thing over and over and over and over and over again is annoying, it is not a logical way to inform customers.

There is not a single thing I like or think is reasonable about the popups or the redirects.  Not as a user and certainly not as an IT Consultant who has to deal with a customer base that complains over repetitive advertising for a paid product.

Thanks.

Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

One more note.  The popups have been an issue for roughly 1 1/2 - 2 years now and as you know more than most there has been a constant flow of complaints about this.  Not only has Norton done nothing to minimize the repetitive occurrences of these, they introduced an additional method of advertising via the redirects early in 2017.

So this compounds the frustration.

Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

That makes sense, and I agree that sounds incredibly frustrating. I've let the team know about these ongoing issues. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos2 Stats

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

If they are intent on continuing this invasive form of advertising on a paid product, just add a "Disable Product Feature Notifications" (or similar) setting under Administrative Settings and honor it while making sure this setting is honored perpetually and not reset with future updates. I have a Development background so I realize any change is not as simple as it sounds but this is pretty straightforward.

While I do not agree at all with this form of advertising, this would at least stop the complaints from people who are rarely ever going to add these features in the 1st place.

For IT Consultants and advanced users, they have already vetted the product and know about these features (especially since they have existed for many years...nothing new). If they wanted the features then they know enough to enable them without the constant "reminders".

For residential end-users (likely the vast majority of customers that would ever enable features in the 1st place), whatever benefits Norton is seeking by implementing this extremely aggressive advertising can be maintained (ad revenue for safe search and the toolbar and upsell opportunities is my assumption...ultimately it really doesn't matter).

The alternative is continuing to agitate loyal customers and losing small business customers that would rather use a different product than spend time babysitting their employees over such a non-standard, unnecessary and totally unwanted marketing strategy.

Thanks.

Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

As for the "Don't Show Again", I've let the team know about the vitriol around some popups not honoring the setting. Also consider that clicking the X to close is not the same as clicking "Don't Show Again".

Ok, this is something you guys need to understand about users.  We expect that the popups WILL DISAPPEAR when we click "Don't Show Again".  That does NOT happen.  The popup just sits there.  To get rid of it, we click the "X".  Now you are saying that we can't click that "X" or our Don't Show Again selection won't be registered.  This is asinine.

Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Also, the fact that there is "vitriol" should be a HUGE wake up call to you.  Why are we waiting?  Do. Something. Now.

Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

I have been a user (sic customer) since the early days of Win 3.11; and have consistently found Norton to be a worthwhile, valid, and 'usable' product -despite having reached frustration from time to time (recently) with the pushy attempts at notifications.  I have even tried other products, but reverted to Norton within a few weeks.  However, I have to agree with the comments and arguments made by potomacpctech.

There is no reason to continually harass users with such ads after the user has declined each numerous times.

Please stop the persistent pop-ups.

Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Jings. I've read all of that and just wanted to wholeheartedly agree these popups are damned annoying especially when the don't ask again stuff does ask again... and again... and again.

So can I just agree with my fellow users and ask Norton to give it a drink and stop the popups.

The lack of actual Norton employees in these forums has also always amazed me. They might find their presence enhances customer opinion of them a bit too.

Thanks.

Kudos1 Stats

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

The lack of actual Norton employees in these forums has also always amazed me. They might find their presence enhances customer opinion of them a bit too.

Employee Tony Weiss has made 4 posts to this thread. At least give some credit where it is due.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: PLEASE STOP THE POPUPS AND BROWSER REDIRECTS

Norton- do something now, don't brush off your customers' complaints!  None of us need to have our time wasted, nor the aggravation or worries when Norton's pop-ups interfere and now are even using fear-mongering techniques.  I have wasted a couple hours today because of your damn pop-up.  No one believes it when a very profitable company says it is "trying" but hasn't fixed the problem.  That's about as believable as, "Your call is very important to us" (and then you wait for eons).