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

Not what you are looking for? Ask the experts!

Kudos0

Slow web browsing - any update?

I see a number of other complaints about slow browsing.  My son recently started to complain about this in his login, which is monitored.  On the same computer, my login which has no monitoring is fine.

We have a core i7 desktop, 16gig of memory, windows 7 64 bit

We are using Norton Internet Security 2012.  I did an update to the latest, no change.

Disabling NSM (version 2.3.0.22) returned browsing speed to normal.  Of course, not a long term option.

I saw some comments about Adobe Acrobat Reader 10.1.3 possibly being part of the issue.  I have uninstalled it, and installed the Foxit PDF reader instead, but I am not sure that helped much.

What is the status of a fix?

Replies

Kudos0

Re: Slow web browsing - any update?

I see a number of other complaints about slow browsing.  My son recently started to complain about this in his login, which is monitored.  On the same computer, my login which has no monitoring is fine.

We have a core i7 desktop, 16gig of memory, windows 7 64 bit

We are using Norton Internet Security 2012.  I did an update to the latest, no change.

Disabling NSM (version 2.3.0.22) returned browsing speed to normal.  Of course, not a long term option.

I saw some comments about Adobe Acrobat Reader 10.1.3 possibly being part of the issue.  I have uninstalled it, and installed the Foxit PDF reader instead, but I am not sure that helped much.

What is the status of a fix?

Kudos0

Re: Slow web browsing - any update?

Hi,

Prior to the latest Norton Safety Minder 2.3.0.22 on the PC, was the browser speed normal?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Slow web browsing - any update?

Browsing was slow beginning sometime before the summer, according to my son.  I do not know which version of NSM was running then.  Is there some way to install an earlier version?

I have tried all of the following, and seen no difference in browsing speed:

  1. install latest Norton Internet Security
  2. Uninstall Adobe Acrobat Reader (based on one post I read)
  3. Disable NIS's web filter
  4. Disable the NSM IE plugin
  5. Try browsing with Chrome

Loading a new web page can take more than 10 seconds with NSM enabled, but with it disabled it takes less than 2,

Ray

Kudos0

Re: Slow web browsing - any update?

rjrizzuto,

Thanks for the update.  Does your son experience the slow browsing on every webpage that he visits, or it just happens to the first page he visits when he starts to use the PC?  Can you or he reproduce it consistently?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Slow web browsing - any update?

Multiple web pages within a site and multiple sites. The slowness is not consistent, however, because occasionally a page loads reasonably fast, possibly due to caching effects.

Have you had any luck reproducing this in your labs?

Kudos0

Re: Slow web browsing - any update?

rjrizzuto,

I don't think our QA team is able to reproduce the issue.  I'll double check with them to see if they have any luck.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Slow web browsing - any update?

I suggest they try it on windows 7 64 bit, in a limited account, using ie9 32 and 64 bit.  Also, they should set up some blocked/allowed sites for the test user. 

Better yet, install it on the PC's they use in their office instead of the ones in the lab!

Kudos0

Re: Slow web browsing - any update?

rjrizzuto,

Thanks for the update.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Slow web browsing - any update?

ririzzuto,

When you use IE 9 on the PC, is it a 64-bit or 32-bit IE?  Can you please try to use 32-bit (if you haven't) to see if it makes any difference?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Slow web browsing - any update?

We use 32 bit. 

Kudos0

Re: Slow web browsing - any update?

Ray and Katie:  As Katie knows I have been experiencing the slowdown for months and have posted a number of times in this forum about the problem. 2.3.0.26 seems to have solved the problem for the time being,

Kudos0

Re: Slow web browsing - any update?

Hi 2kd,

Thank you very much for the update. 

Thanks,

Katie

Thanks Katie
Kudos0

Re: Slow web browsing - any update?

I think it is improved. School starts this week, so I'll find out soon from my son if it still is an issue.
Kudos1 Stats

Re: Slow web browsing - any update?

I installed NOF this week and have experienced much slower internet browsing since then.  I want to put this on all of our computers at home for the kids, but I cannot if it makes the internet so slow.

When I disable NOF, internet is immediately fast again.  A few times I have had NOF enabled with decent response times on web pages, but mostly it is far to slow.  If I go to IE 9, Tools, Manage Add-ons, it shows 4.7s average wait times for the Norton Safety Minder BHO add-on.  4.7s seems generous.  At times it's 10-20 seconds, but at times it's fairly fast at less than 3 seconds.  Still annoying and much slower than regular internet.

I have seen many posts on this, and I have tried everything I can find:

  • I am using OpenDNS, but I turned that off and the problem continued with NOF.
  • All Acrobat PDF add-ons are disabled (let me know if I need to de-install too)
  • I am only using Norton Security Suite, no other security or anti-virus software has ever been installed on this computer.  I don't have any software listed as incompatible from the links provided in the forums.
  • Windows 7 64-bit
  • IE 9
  • All websites seem to be impacted

There are many posts where a Norton member takes the poster off-line to help them, but never a post showing what they did.  Symantec - Please help!

Kudos0

Re: Slow web browsing - any update?

Hi mtcutler,

How you tried Firefox to see if makes any difference?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Slow web browsing - any update?

First time poster, experiencing similar trouble and getting very frustrated. I was hesitant for years to come over to Norton products, finally trying NIS 2012 and NOF. After a slow start as NOF learned our system and I learned that you simply can't use the blocker for unrated sites (generates popups/blocks for numerous harmless sites), things were moving along ok for a couple months. Now for 3 days things have slowed to a crawl with every website (using IE9) taking 30-90 seconds to load and often ending with "website is too busy to display the page". I disable NOF (though I understand that really doesn't shut it down completely?) and things are pretty normal. Some stats (sorry, typing this on my iPhone as my desktop has become too maddening to use):
Windows7 home premium updated automatically per usual
Fast processor, 8mb good ram
Frontier fiber optic cable with verified speedy connection (once I was able to get the dang Speednet page to load and run, my down was 19 and up was 6, that is pretty fast)
IE9 with as few add ons as I can manage - adobe add ons are off, no extra toolbars (I will try to update this post tonite with more details on this)
NIS 2012 updating automatically
No other competing IS software

No I don't use Chrome or Firefox or whatever but why would this issue force me to change? I did absolutely nothing to the computer. I will check tonite to see if there was a Windows security update etc the last 2-3 days and add that information if needed. Norton seems to update itself constantly so any number of updates may be a fault. No update to Reader the last few days - running 10.1.4 without the Addon. NOF BHO is on - tried turning it off, no diff. Ran deep AV scan of course, clean. Rebooted of course. Have not reinstalled NOF yet but jeez if an update has thrown things off why not repair that instead of making me waste more time trying to get this to work!
Norton, what is going on? You folks do check daily for incompatibilities created by updates to either Norton products or Windows etc, right ? My computer with NOF on is currently unusable.
Kudos0

Re: Slow web browsing - any update?

Hi,

The team is checking into the issue now.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Slow web browsing - any update?

I have not tried Firefox.  I am trying Google Chrome.  When IE9 browsing slows down, Google Chrome does too.  They appear the same.  When I disable NOF, they both go very fast.

I didn't want to install yet another browser, but if there is actually a reason that Firefox would work faster while IE9 and Chrome do not, let me know and I'll try it.

It appears to be a NOF network resolution or website check issue on the public side of my router, not specific to what browser I'm using.  Especially since it speeds up for some time, then gets slow for a time, etc.

If you know, please just tell us what is causing NOF to be so slow at times.  Based on all the posts, it appears to be systemic, not browser/customer specific.  But I'll try Firefox if that actually has shown improvement.

Kudos0

Re: Slow web browsing - any update?

Just some numbers to add to my post/complaint.  I am currently using:

NOF  2.3.0.26

NIS 2012  19.8.0.14

Windows 7 Home Premium w/ SP1

Add-ons have not recently changed - Shockwave, Silverlight, XML DOM document, Live ID sign-in, Norton (not the toolbar though)

Of interest, a Windows Update was made to my machine early in the day that I think I started having my trouble, but based on the Microsoft KB article, this seems very unlikely to be related.  I offer it just for Norton's info:

Update for Windows 7 (KB2732059) installed 9/‎26/‎2012 3:00 AM

PLEASE get this sorted out ASAP.   My browser is unusable with NOF turned on at this time.  

Kudos0

Re: Slow web browsing - any update?

LOL this thread needs to be merged with the other thread as this issue is being looked at.


KatieQ: Prior to disabling NOF down near clock I actually have tried: Internet Explorer 9; Mozilla Firefox 15.01; Chrome 22.01.

Each provided with slow response times, ROFL its sad really cause I actually called my Internet Provider and they said all was normal.  I then used a Laptop (without Safety Minder installed) and got fast browsing experience.  It really got me thinking "what is wrong with my desktop". My internet cache is cleaned out, browsing history, I tried running IE with no add ons and each still was slow, I even defragged my computer which was only 7% fragmented and still was slow, until tonight when  I decided to disable the application down near clock....my browsing experience is greatly improved.  Please see my other thread too.

http://community.norton.com/t5/Norton-Online-Family/Massive-Slowdown-Last-Few-Days-Safety-Minder-Windows-7/m-p/814056/highlight/false#M10896

Again I know this is being worked on, but just thought I would let you know what all I've done too :)

Kudos0

Re: Slow web browsing - any update?

After working well through the summer, the slowdown is back in spades this week.  We're on FIOS, but the web pages load like we have a 56k modem!  I tried both IE9 and Chrome, and both are slow. 

Kudos0

Re: Slow web browsing - any update?

Hi, we've suddenly started having the same problem with my son's account here in NZ the last few days.  All of his allowed sites just get stuck in a continuous "loading..." loop.  Out of frustration I disabled NSM and instantly problem fixed - what the heck is going on?  There haven't been any other changes to our computer by the way and no other user accounts are affected so its definitely a NSM issue.

Kudos0

Re: Slow web browsing - any update?

Same here...painfully slow.  I had to disable it, which defeats the whole purpose.

I don't mind throwing some money at a free product, but I'm testing it out before I purchase it, and so far I'm not impressed.  If this keeps up, I'm going to try K-9 Protection instead. 

Kudos1 Stats

Re: Slow web browsing - any update?

Hi,

We are currently working on the issue.  I'll post an update here as soon as I get any news.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Slow web browsing - any update?

Making a safe bet that only about 0.0001% of the people affected by this actually bother to come into these forums and report such problems, I'd say Norton has a significant oops on its hands here.  

And "working on the issue" is getting to be a tired response.

Kudos0

Re: Slow web browsing - any update?

So slow that I disabled it and only have Netgear router parental control.

Internet Explorer 9.0.8112.16421

Norton Safety Minder 2.3.0.26

   Online Framework 2.3.0.7

   Online Datastore 2.3.0.7

   Search Signature 2.3.0.18

   Social Networking Signature 2.3.0.18

Norton Online Security 5.2.2.3

Full scan only found cookies.

Kudos0

Re: Slow web browsing - any update?

We're having the same problems on a Netbook running Windows 7 Starter. We've tried Firefox, Google Chrome and IE. When I log in it's absolutely fine, it only happens when the kids log in and the only difference I can think of is NOF. We bought the netbook so they could use it for playing and homework and my eldest has just started high school so it has become essential just at the time that it's slowed down to a crawl and is next to useless! If this can't be fixed we'll have to switch to a different product.

Kudos0

Re: Slow web browsing - any update?

I have an older computer for my son, which is running windows xp. there are two accounts set up, one mine and one for my son, his internet is managed by norton family and it is really slow. his home page is the childrens bbc site, it takes an absolute age to come up and even when other sites are selected to, it takes longer than it should to display the pages. Logging into my account (not managed) and the internet is super speedy as it should be. 

Norton safety minder: 2.3.0.26

Norton Online framework 2.3.0.7

norton online datastore 2.3.0.7

search sig 2.3.0.26

social net 2.3.0.26

Norton internet security 20.1.1.2

I hope there is a simple fix to sort it, its absolutely annoying at the moment.

Kudos0

Re: Slow web browsing - any update?

Just adding another complaint as well. Just started recently. Disabled and runs fine, which again defeats the purpose. Hope the fix is fast. Been otherwise pleased with the product.

Norton Security Suite

V 5.2.2.3

IE9/Win7 - everything's up to date

Kudos0

Re: Slow web browsing - any update?

Same slowdown here.  Ours started today, but this was the first time we rebooted in weeks, because of Microsoft security patches, which were for IE by the way.  (We typically use hibernate, instead of a complete shutdown.)  The slowdown is the same regardless of browser.   I have NOF installed on 3 PC's, all Windows 7 Professional 64-bit.  All browsers are the 32-bit versions.  We've tried IE, Firefox, and Chrome.   I had to disable NOF because the computers were unusable.   Looking forward to an update.  Thanks. Scott

Kudos0

Re: Slow web browsing - any update?

I am a yearly PAID member of Norton Family and I have the same problems. It has been getting horribly slow for my kids in the last 2-3 weeks. Has a PAID subscriber I need better service.

Kudos0

Re: Slow web browsing - any update?

Same problem here. I have found if i simply disable the Web Site Category filtering that it stops the extreme slowness.

This is pretty silly if you ask me. I just made the switch from a fairly good and free parental control software to Norton. If they dont get this fixed within a couple days i will be asking for my money back, and if they refuse i will simply dispute the charge on my credit card as services not as described. No where did it say it would slow down my intered by 1000% (no joke)

Less then a second load times to sometimes a couple of minutes.

Kudos0

Re: Slow web browsing - any update?

I hope, the issue will be fixed soon. As a temporary fix, unistall norton safety minder. 

Kudos1 Stats

Re: Slow web browsing - any update?

Effectively Norton Safety Minder is now simply NOT WORKING. If the only way my kids can access the web to do their school homework is to disable NSM then the product is useless. Lots of people complaining here and no sign of a solution from Symantec yet. If I might add my case to the weight of frustrated users:

- Kid's user account with NSM enabled: web pages not loading in either firefox 15.0.1 or IE8.

- Kids user account with NSM disabled: web pages are lightning fast.

- Parent user account on same PC: web pages are lightning fast.

- NSM version: 2.3.0.26. NIS2012 version: 19.8.0.14. XP Home 32-bit SP3 fully auto-updated.

Have Symantec discovered the root cause of the issue yet?

Kudos0

Re: Slow web browsing - any update?

same for me.  had to de-install NSM completely from kids' accounts.  Now I have to monitor them VERY closely - right over their shoulders...

Kudos0

Re: Slow web browsing - any update?

My daughter complained today that she could not browse. I found too that my wife has the same problem from some time ago. After spending 2 hours checking security and configuration parameters in my desktop computer (only one running Norton Online Family), I discovered that only monitored users had this problem (i.e. it didn't happen with my account which is not monitored), so a little trial and error and BINGO, once I disabled NOF things returned to normal. Then I googled this problem and I have found that more and more users are starting to report this issue, only solution is to disable Norton Online Family. Now, I'm beginning to think that not only NOF slows my computers, probably NIS is doing the same. I have a netbook with MacAfee and I can assure you is a lot faster, and I'm saying this is a problem with Norton SW, is not related to processor specs, bandwidth or something else. Sad to say, my Norton products are on a quarantine, looking forward to see an improvement, or I'll have to switch to another security SW vendor.

Kudos0

Re: Slow web browsing - any update?

Katie, I jumped over from a different thread http://tinyurl.com/8vcw3on 

 We need more information about how soon this will be fixed or if paid subscribers can expect a credit of some sort.  At this point I either have to completely disable NOF or my daughter can't use her laptop for web access, it's just that simple.  I'm unwilling to have her unprotected on the web, so in lieu of a time estimate about how soon this might be fixed (and the multiple threads inquiring about this), how do folks pursue a refund if they paid for the subscription?
Kudos0

Re: Slow web browsing - any update?

this is a big problem and needs a resolve

Kudos0

Re: Slow web browsing - any update?

I am a paid subscriber for this product, was working well until recently. It not only gives me the server busy error when trying to browse the internet, but it affects all network traffic, items such as World of Warcraft and other online games. Norton Security cannot update, nothing... I disable the NOF and everything works just fine...

Kudos2 Stats

Re: Slow web browsing - any update?

I am so tired of this, I decided to apply some science.  I set up NSM on a spare computer, and set up a "child" account to be monitored.  I then used Wireshark to capture a trace when accessing a web site (my work address).   The time from DNS query/response to the HTTP GET of that address was 19 seconds!  In the 19 seconds between them, I saw a lot of traffic to urlcat.norton.com.  I'm guessing that was to lookup the URL I entered to see if it was allowed, but that is an awful long time for a person, let alone the computer.

The computer I was on was connected to the router with 100Mbps cat 5, and we have a FIOS connection (15Mbps down, 5Mbps up) connecting us to the internet.

If Symantec personnel would like the packet capture,  I can upload it if given a private location.  I don't think there is anything personal in the capture, but I would prefer not to expose it to the entire internet if possible.

Kudos0

Re: Slow web browsing - any update?

Hi rjrizzuto,

I've sent you a private message.  When you get a chance, please check it out.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Slow web browsing - any update?

my browsing speed seems to be back to normal.  was only a few days there that I noticed a slow down.

Kudos0

Re: Slow web browsing - any update?

I also run slow at startup. I opened Windows Task Manager and set to sort by CPU. I note that ccSvcHst.exe is using a large portion of the cpu time. It is my assumption that the ccSvcHst.exe, which is a Norton program file, is causing the slowdown. Why is this starting at system startup and using so much of the cpu time?  Maybe Norton can set it to use a smaller % of the available cpu time. When someone turns on their computer it is usually because they want to do something "now".

Kudos1 Stats

Re: Slow web browsing - any update?

Hi All,

Thank you very much for your continued patience as we continue to work on the issue.  We will post an update as soon as we have more information.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Slow web browsing - any update?

Same here I have uninstalled the product.

Kudos0

Re: Slow web browsing - any update?

For the past day I have had fast response times with NSM active consistently.  Thank you for correcting the former issues.

Kudos0

Re: Slow web browsing - any update?

Same here. With NSM enabled, my kid's web browsing is back up to speed. I tested that it blocks access to a pr0n site that one of the kids discovered before I originally installed NSM. So it now seems to be working and doing the job correctly. Thanks for fixing it Norton/Symantec. Any update on the root cause and prevention of reocurrence?

Kudos0

Re: Slow web browsing - any update?

I thought the problem was solved - my speed was back up to par starting I think Thursday morning this week - Oct 4th.   

Well today it is back to a crawl again, and with NSM disabled everything is fine.   NSM remains the problem.     Many web pages load slowly (not the 60 sec I was dealing with a week ago, but 20-40), some sporadically come up faster, some get stuck longer, and any pop-up-type windows (like the print feature on CNN's website) load very slowly.  

According to version numbers nothing has changed with NSM that I can tell -

NSM 2.3.0.26

Framework 2.3.0.7

Datastore 2.3.0.7

and no Windows updates have been made since 9/26, confirming that some Windows update didnt solve this problem for Norton.  Also no updates the last few days to Adobe Reader, Flash, etc

Really seems like a central (server?) problem for NSM not a software update/patch issue, eh ? 

Other folks likewise slowed down again today ?   This is ridiculous !!!

Kudos0

Re: Slow web browsing - any update?

I continued to try to sort this out, and found that there was an update applied to NIS 2012 which was 'waiting for a restart.'   I restarted and the situation is improved - still some stuttering but definitely a difference.   If things dont iron out completely I am going to switch family software to some other product.    This is a pain that I dont have time for. 

I am new to NIS but why the heck would an update be applied which requires a restart, yet the user isnt notified somehow?  I had to open up the Live Update window to even see this notice.   

Just throwin this out there - if you are having problems again like last week, and you are a NIS user, maybe this will help?  

For Norton, come on guys, get it together - catch incompatibilities before you release them.   

Kudos0

Re: Slow web browsing - any update?

I just uninstalled it -- my kids couldn't do homework, the websites would time out.

This thread is closed from further comment. Please visit the forum to start a new thread.