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Kudos0

Safety Minder preventing site from working properly

I've determined that Safety Minder is preventing my child's favorite site, Club Penguin, from working.

With Safety Minder installed and active, we are unable to fully log into Club Penguin (www.clubpenguin.com).  By "fully" I mean that we can get past log in screens but it times out trying to connect to the site.  We ultimately get an error message from the site referencing an inability to log in.

I removed Safety Minder from my machine and was able to fully log into Club Penguin.

Is there a solution to this problem?

Replies

Kudos0

Re: Safety Minder preventing site from working properly

I've determined that Safety Minder is preventing my child's favorite site, Club Penguin, from working.

With Safety Minder installed and active, we are unable to fully log into Club Penguin (www.clubpenguin.com).  By "fully" I mean that we can get past log in screens but it times out trying to connect to the site.  We ultimately get an error message from the site referencing an inability to log in.

I removed Safety Minder from my machine and was able to fully log into Club Penguin.

Is there a solution to this problem?

Kudos0

Re: Safety Minder preventing site from working properly

Hi JimSciortino,

I tested it, but I was not able to log onto the clubpenguin account even after I uninstalled Norton Safety Minder (NSM) from my PC.  I received the message on the page: "Having trouble connecting?  Please try again, or contact support if the problem continues".

Since I'm not able to log onto the clubpenguin account with NSM installed or not, I'm not sure at the moment if Norton Safety Minder is the reason that you were not able to log onto the account or not. 

I'm going to continue to work on this by making it work on my PC first (to be able to log onto the clubpenguin account).  In the meantime, Could you install Norton Safety Minder one more time  on the PC to see if you are able to log onto the clubpenguin account or not, so we know if NSM has something to do with this or not.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Safety Minder preventing site from working properly

Katie,

Thanks for responding and sorry it took so long for me to reply.  I thought I would get an e-mail when someone replyed to my original post and didn't get a chance to check until today.

Interesting that you still have a problem when NSM was un-installed.  Did you remove it completely or simply disable?

I have been able to replicate the problem multiple times by removing NSM completely and then having success logging into Club Penguin.  When NSM is installed on the computer, I get the same error message - even when I'm logging in as the administrator.

One other thing I will try, at the suggestion of a tech savvy friend, is directly connecting my computer to the modem rather than through my router.

I'll keep you posted.

Jim

Kudos0

Re: Safety Minder preventing site from working properly

Hi JimSciortino,

Thanks for the update.  Please let us know if you make it work.

I uninstalled Norton Safety Minder completely from my testing PC and also tried on another PC without Norton Safety Minder installed in the first place and still haven't been  able to log onto my Club Penguin account.

Btw, you can change settings to get an email notification when someone answers your post in the forum.  You can do that at My Settings -> Subscriptions & Bookmarks.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Safety Minder preventing site from working properly

Hello,

I have had this exact same problem with Club Penguin on the only computer that Online Family is installed on.  Access to the site is "fully" allowed on two other computers that do not have Online Family installed.  Also, I uninstalled Online Family from the computer in question, and it, too, allowed full access to the site.  Within Online Family's settings, I have specifically allowed www.clubpenguin.com, I have also allowed "gaming" as a category. 

So, I am convinced that there is something within Online Family / Safety Minder that is preventing full access to Club Penguin.  Any Ideas?

Thanks

Kudos0

Re: Safety Minder preventing site from working properly

oldssco,

Just for testing purpose, could  you make all categories of websites allowed to see if that allows you to logon onto the Club Penguin account?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Safety Minder preventing site from working properly

Just wanted to confirm that direct connection to the modem (i.e. not through a router), I still have the problem.

So, it's not a router problem.

Seems to be something with Safety Minder since removal of Safety Minder corrects the problem.

Hope Symantec can figure this out!

Thanks for continuing to work on it Katie.

Jim

Kudos0

Re: Safety Minder preventing site from working properly

We are having trouble reproducing this problem

I've been able to fully login and play on different servers on clubpenguin.com, with Norton Safety Minder installed. “Club Penguin” is classified as a "kids" site, rather than a "gaming" site, and at this point I'm skeptical that the Safety minder is blocking requests from the site.

So to clarify, after logging in, users cannot see the server list and connect? or they can connect, but are disconnected after logging into a specific server?

Can users try disabling Norton Safety Minder as opposed to uninstalling it, to see if the problem persists?



Andrew D. Software Quality Assurance Engineer Symantec Corp.
Kudos0

Re: Safety Minder preventing site from working properly

Andrew,

Thanks for continuing to work on this issue.

Since you can log in with Safety Minder installed, I understand your skepticism.  However, please keep in mind that only when we fully uninstalled Safety Minder were we able to log into Club Penguin.

To answer your questions:

  • We can't see the server lists.  So, we're not able to log in.  When attempting to log in, the site displays the circling arrow and after some time we get an orange error box saying "Are you having trouble logging in"...or something to that effect.
  • As mentioned above, disabling the Safety Minder and/or disabling Norton Firewall does not solve the problem

Any chance you could reach out to the Club Penguin support people to see if they have any insight as to why that orange box appears after a certain amount of time?

Again, thanks.

Jim

Kudos0

Re: Safety Minder preventing site from working properly

We've been able to successfully reproduce the issue in house, and we are currently investigating the cause and drafting a solution.

Can you try using another browser besides Internet Explorer and see if you have the same problem? I was not able to reproduce the blocking issue with Firefox.

Thanks,

Andrew D. Software Quality Assurance Engineer Symantec Corp.
Kudos0

Re: Safety Minder preventing site from working properly

Andrew,

Thanks for the update.  That's good news.  Hope the solution comes together.

I don't have any other internet browsers installed on my system.  So unfortunately, I can't test any other browsers.

Jim

Kudos0

Re: Safety Minder preventing site from working properly

Andrew,

We were able to log in this morning...however, it only worked once and now we're having problem this morning.

There was a prompt on my computer to update Safety Minder last night.  I installed.

This morning when we first tired to logged in, everything worked.  Then when we tried a second time, it got hung up just like before.

Jim

Kudos0

Re: Safety Minder preventing site from working properly

well, so far, based on my testing it seems to work with firefox. so you can try using club penguin with a different browser.

you can get firefox for free at http://www.getfirefox.com

Andrew D. Software Quality Assurance Engineer Symantec Corp.
Kudos0

Re: Safety Minder preventing site from working properly

Uh...your suggestion / solution is to load a different browser?

What if that is not an acceptable option to me?   At best, that is a temporary fix.  Is Symantec going to continue to work on the issue?

Jim

Kudos0

Re: Safety Minder preventing site from working properly

EDIT: Sorry for the blank post..! :)

Kudos0

Re: Safety Minder preventing site from working properly

 I am having exactly the same issue with www.clubpenguin.com (CP) and NSM.

In my house I have two computers, one each for me and my daughter, both with eaxctly the same spec (Win 7, IE9, latest version of Flash).

NSM is installed only on my daughter's computer, and she has eaxctly the same issue as described above accessing CP. The home page works fine but when she tries to logon, the site takes a long time to repsond and then gives a connection error.

I have tried the following steps but with no success -

  • I have explicitly allowed all of the domain names for CP into NSM, and allowed all of the relevant catergories.
  • I have then set NSM to Monitor Only for my daughter.

If however, I uninstall NSM, CP works perfectly.

On my computer (without NSM) CP is fine.

My daughter also has a computer in another house, again with the same spec (Win 7, IE9, latest version of Flash) with NSM which I also manage under the same Norton account. The problem with CP is exactly the same on this computer.

The only obvious explanation is that when NSM is installed on a computer, it prevents CP from loading properly, even if NSM is not used for any filtering.

I hope that this information is useful in helping you resolve this issue.

I too would rsather not have my daughter use a different browser and hope that a resolution with NSM is possible.

Thanks

Jake

Kudos0

Re: Safety Minder preventing site from working properly

Thanks for posting Jake and sorry you have the same issue.  Hopefully, there's an IE fix that they can figure out.  Jim

Kudos0

Re: Safety Minder preventing site from working properly

Hi

Is there any update on this issue or an estimate of when we might see an update?

THis might seem like a trivial issue but this is my daughter's favorite website by far and I'm suffering a conflict between trying to keep her safe online and stopping her having fun in a very child-focussed and child-safe environment. It's also not giving her a very positive impression of Symantec..!

Thanks

Jake

Kudos0

Re: Safety Minder preventing site from working properly

FYI - last night my daughter's computer prompted me to install an upgraded version of Norton Safety Minder. I allowed the installation to run and complete and then rebooted the computer but it made no difference to the problem with www.clubpenguin.com.

For testing, I also installed the latest version of Frirefox but the latest version of NSM isn't compatible with the latest version of Firefox and so was disabled by Firefox, thus entirely not a solution.

Could someone please provide an update on this issue. Is it being formally investigated and do you have a timescale for a resolution?

Thanks

Kudos1 Stats

Re: Safety Minder preventing site from working properly

I sent the following e-mail to Club Penguin customer support this morning and will keep this thread posted of any reply.  Jake perhaps you can send note as well.

I am the parent for (name removed) and this is the second message that I've sent on an issue we're having with Club Penguin.  (My first message received no reply from you.)

We use Norton Safety Minder "NSM" (a Symantec product) to monitor and control our childrens' internet usage.  It appears that the program is preventing us from accessing your servers.  We have been working with Symantec support to ensure that all NSM settings allow access to the site.

We enter site and provide login information.  The screen says "Logging in (name removed)" circlular arrows spin a few times then ultimately get hung up.  After 15-20 seconds we receive an error message in an orange box that says "Having trouble logging in?  Please try again or contact support if problem continues.  [OK buttton]  c0 (in bottom right corner of error box)"

This issue has been happening for months and we've made no progress with Symantec.  There are others who have encountered same problem per Symantec site.

We're using Internet Explorer 9.

Could you provide any insight as to what is causing the problem?

Will you be willing to contact Symantec to resolve?

I look forward to your reply.

Thank you,
Jim

Kudos0

Re: Safety Minder preventing site from working properly

@Jim

Good call, just sent an email to CP support, I'll post if they reply

Cheers

Jake

@Symantec

You said several weeks ago that you've managed to recreate the problem, do you yet have a schedule for a resolution to this?

Thanks

Jake

Kudos0

Re: Safety Minder preventing site from working properly

I've had a reply from CP. The full transcript is below -

Hi CP
 
I am the parent for <name removed>.
 
We use Norton Safety Minder "NSM" (a Symantec product) to monitor and control my daughter's internet usage.  It appears that there is an issue with NSM which is preventing us from accessing your website.  We have been working with Symantec support to ensure that all NSM settings allow access to the site, and despite this, the problem still exists.
 
The CP homepage loads normally (Flash is at latest version), then we click through 'Play Now' and the logon page appears normally. We provide login credentials, then click on Login.  The screen says "Logging in <name removed>)" and the circlular arrows spin exactly four half turns and then stop. After a short while the arrows spin a little more and then after 15-20 seconds we receive an error message in an orange box that says "Having trouble logging in?  Please try again or contact support if problem continues."
 
THis issue happens whenever NSM is installed on a computer, even if it is set to allow access to CP. If NSM is uninstalled, CP can be accessed perfectly.
 
This issue has been happening for months and we've made little progress with Symantec, although they have been able to replcate the issue. All that we can establish is that there is an incompatibility between NSM and CP (http://community.norton.com/t5/Norton-Online-Family/Safety-Minder-preventing-site-from-working-properly/td-p/485922)
 
Could you provide any insight as to what is causing the problem?
 
Will you be willing to contact Symantec and work with them to resolve this issue?
 
I look forward to your reply, please don't hesitate to contact me if you want further information on this.
 
Thank you,
 
Jake Bates

##########

Jake,
 
We are aware that players using Norton Safety Minder are experiencing issues with Club Penguin. This is not an incompatibility with Club Penguin, this is an issue with the Norton Safety Minder and it's overzealous security functions blocking flash content, which Club Penguin consists of.
 
We have attempted to contact Norton regarding this software but have had little success in having them resolve the issue for players using it. The best thing we can do is urge players using Norton Safety Minder to contact Norton so they can address this issue with their software.
 
Unfortunately in this case there is very little we can do to remedy this, as this is an issue with the Norton software itself. The best thing you can do is to continue to communicate with Norton regarding the issue.
 
If you have any further questions feel free to reply.
 
Regards,
 
Scott
Club Penguin Tech

##########

Symantec, we'd appreciate an update on this because it has been dragging on for too long.

  • If you're planning a fix, please let us know a timescale.
  • If you're planning to do nothing, please let us know that also so I can start using an alternative product.

Many thanks

Jake

Kudos0

Re: Safety Minder preventing site from working properly

Jake,

Thanks for posting the response.  I'm quite impressed with the level of information and effort from Club Penguin and see they gave you the same level of service - high marks for consistency and effort in my book.

Granted it's Disney (who sets a high standard for customer service/experience) but TAKE NOTICE SYMANTEC.  I would think Symantec would be focused on making sure their software works with such a high profile site / company like Club Penguin / Disney.

I hope that Symantec will straighten this out soon.

Jim

Kudos0

Re: Safety Minder preventing site from working properly

Hi JimSciortino,

Thanks for the sharing the information with us.  Our QA and development team are currently working on the issue.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Safety Minder preventing site from working properly

Hi All,

I'd like to share a great news with you all.  Norton Online Family has released LU patch 2.2.0.38 today, which will correct the Club Penguin issue.

If you have any questions, please let us know.

Thanks for your patience and support!

Thanks,

Katie

Thanks Katie
Kudos0

Re: Safety Minder preventing site from working properly

Hi Katie

That's excellent news. I'll test it over this coming weekend and update here with my results.

Thanks

Jake

Kudos0

Re: Safety Minder preventing site from working properly

Katie,

Thanks for sticking with it and solving the problem.  We just tried and it worked!

Nice job.

Appreciate the follow through by Symantec. 

Jim

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