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Kudos0

Why all the secrets ?

I've been a norton customer since the early 90's with the earliest version of Norton Utilities.

I've been a registered user for years of Symantec products.

This screw up with Firefox and the Norton Toolbar is really getting to me.

It's not so much that it's not working, it's that this company that I'm paying to provide services to me is not giving me any support or information regarding this product...

Unless this company drops it self imposed silence and decides it has to service it's customers this will be my last year as a customer !!!

There is just no excuse for not reaching out to your customers with an explanation and any potential fixes AS SOON AS A PROBLEM OCCURS !!!

Replies

Kudos0

Re: Why all the secrets ?

Kudos0

Re: Why all the secrets ?

That's the answer, that's always the answer...go here, read these hundreds of pages to try to find something relevant...and once again, I'm a registered user, does Symantec think this kind of crap is going to placate me, it's not bad enough their support people destroyed my vault this past spring when working on an issue, now when a problem occurs I have to search through all relevant search results just to find out what the problem is when they simply could have contacted me, and many others with an email blast, and then I have to search again looking though hundreds of results or some kind of fix...meanwhile...

Never mind, it's just not worth it...

Goodbye Symantec...

Kudos0

Re: Why all the secrets ?

jjbucci:  Never mind, it's just not worth it...Goodbye Symantec...

Please, what do you need.  I've read through posted information. 
Maybe, I can address your issue. 

Kudos0

Re: Why all the secrets ?

I think it boils down they need to get this fixed is what he is talking about and I agree im tired of using Chrome

Kudos5 Stats

Re: Why all the secrets ?

blue50moon:  I think it boils down they need to get this fixed is what he is talking about and I agree im tired of using Chrome

We will keep you updated on our progress, but will not be releasing any significant feature updates for the next several months – with this outlook in mind, we strongly urge customers to consider a workaround.

will not be releasing any significant feature updates for the next several months
Edited: 03-Dec-2015

https://community.norton.com/en/forums/faqs-norton-toolbar-compatibility-issues-firefox-42

May be time to retain persistent login cookies for non-sensitive sites.  And / Or,
Use Firefox Password Manager with Master Password for Local Vault.
Use KeePass Password Safe with KeePass Plugins and Extensions for Local Vault.
Use LastPass Free with Multifactor Authentication Free for Online Vault.

RDLeo Symantec Employee: Due to the time period the Norton toolbar has been around and supporting Firefox it wasn't as simple as maybe it was for some newer security companies offering password management.  We did work very closely with Mozilla and were one of the catalysts behind their delay of this API change- it was supposed to be even sooner.  Obviously this gave other vendors a competitive advantage as they got the extra time. It was hard to disagree with Mozilla for making changes that are deemed more secure and they held off as long as they could.  In the end we are on the same page there.  As for the time it is taking--Yes, it is terrible and no one likes it here either.  The internal processes for releasing a change this deep are pretty rigorous.  And, we are held to much higher standards-- as we should be.  We can't keep you from jumping ship. That is really upsetting to read and hear, but we understand.  The people here are working so hard to get this out, but also to make it right for the future.  Nights, weekends.  Browser companies keep changing the game. There is no one way.  We have to do something that is extensible.   

In closing,I  promise we are not trying to be deceitful or hiding the truth in any way.  I have been with this company 22 years and had the pleasure to work with several hard working teams.  I can honestly say I have never seen a team here work this hard to make it right under such difficult circumstances.   We held pride in ourselves on offering zero day support and we will again.  Please accept our apologies for the delay.
Posted: 18-Nov-2015

https://community.norton.com/en/comment/6773421#comment-6773421

Kudos0

Re: Why all the secrets ?

Nice one, @bjm_  That post from RDLeo, spells it out in plain English.

Most fixes are straightforward. This one isn't.

Windows 10 Home X 64
Kudos2 Stats

Re: Why all the secrets ?

My turn to rant:

Just my 2¢, but I do believe if more users would read more posts prior to posting their thoughts, which at times are misconceptions, about any situation there may be better universal understanding of that situation. I'm not just referring to this fiasco with FF and ID Safe Vault, but with changes in general. Network Map, Local Vault, Cloud virus definitions, even as far back as the previous non-support of Chrome. 

All of these changes users could not do without, could not continue to support Norton without, wanted a refund for because that was part of the program they bought, etc.

I learned a long time ago with my military time that changes occur - no matter why, how, or who likes it.  It was in my oath to obey the orders of the officers appointed over me - no matter how stupid I thought their decisions were.  Perhaps after 23+ years of that type of life, I have learned to roll with the punches, improvise etc.  Not to throw the EULA in your faces again, but it does state in part that I still do not have much choice:

Details about your Norton subscription:

Product features may be added, modified or removed during the subscription term.

Old news, some of us have managed to retain the Local Vault (I have both Local and Online) and some of us satisfy our need for the ID Safe Vaults complete functioning by using a browser other than Firefox, even though it is not all of our browser's of choice.  

Bottom line to me is being flexible - if I rely on the ID Safe, and it doesn't work on FF, then I have to use a browser that does work with ID Safe.  If using a workaround isn't possible because of limitations in another browser (due to other programs you must use), then it's time to suck it up and decide what your best plan is and follow it through - even if it means giving up Norton. 

End of rant!

Kudos0

Re: Why all the secrets ?

There is also a kb article concerning the Firefox Toolbar situation.  Like most companies, Symantec posts announcements about product issues in their Support area, usually along with some floated announcements in the forums.  I wouldn't expect an email blast unless a situation created a critical compromise of a product requiring an immediate action on the users' part to mitigate.

https://support.norton.com/sp/en/us/home/current/solutions/v115161915_En...

Kudos2 Stats

Re: Why all the secrets ?

LOL Yank I know what your saying about the military life been there and done that for almost 21 years .Im not really complaining but 7 months is a long time we maybe at FF 70 by that time

Kudos0

Re: Why all the secrets ?

Refund or Extension of License Period Is Required at least for Fundamental Fairness

Kudos0

Re: Why all the secrets ?

hok:

Refund or Extension of License Period Is Required at least for Fundamental Fairness

Why ?

Windows 10 Home X 64
Kudos0

Re: Why all the secrets ?

"Why?"  Because Symantec has failed to deliver what customers have purchased from them.

Among all of the rhetoric surrounding Symantec's failure to provide seamless Toolbar and Identity Safe services, hok's comment is perhaps the most pertinent to the interests of Symantec customers.  Symantec and Symantec devotees tend to respond to this issue with tales of how Firefox created the problem or how hard Symantec is working on a solution.  While it's good to distribute updates on the progress, Symantec overlooks the obvious: customers haven't paid Symantec to "try" to provide the services that Symantec offered, customers have paid Symantec to "provide" the services they offered; and failure to provide the services is a breach of the agreement.

Kudos0

Re: Why all the secrets ?

jrc-co: [..] customers have paid Symantec to "provide" the services they offered; and failure to provide the services is a breach of the agreement.

Respectfully disagree.  

Kudos0

Re: Why all the secrets ?

F 4 E:
hok:

Refund or Extension of License Period Is Required at least for Fundamental Fairness

Why ?

Hi F 4 E :-)

WHY??????????????????

Because I have been using FireFox forever. I simply do not understand why anyone would use any other browser. I bought NIS and then NS to use as a security program for my PC because I believed it offers excellent protection from malware entering a clean PC and unlike some other security products NS never interfered with the proper functioning of any other program on my PC. BUT NOW IT DOES. My use of my PC includes FireFox. I bought NIS and NS, that got rolled together for subscription purposes because they were said to compatible with FireFox. Now I Can't use NS because it doesn't work well with FireFox. There are several equally good if not better security programs than NS. Not so, IMHO, with FireFox.

THAT'S WHY.

BECUASE OF THE NORTON FUBAR MY COMBINED NIS AND NORTON SUBS HAVE GONE TO WASTE AND I HAVE HAD TO PURCHASE ANOTHER SECURITY SUITE.

THAT"S WHY

On my PC the web safety features didn't even work and I tried several times to install them and followed all GURU suggestions.

At least I didn't use Chrome with the AVG Web Protection Plug-In"

"Google slams AVG for exposing Chrome user data with “security” plugin
AVG AntiVirus "force-installed" Chrome plugin that left browsing data vulnerable."

http://arstechnica.com/security/2015/12/google-slams-avg-for-exposing-ch...

And any non-biased person would have to agree that the amount of time the fix is taking is absurd. I don't care how difficult the task. Let Symantec throw more resources into the project. I pity the overworked and frustrated Norton Techs working on this tedious project.

Frankly, as I have stated before, because of the extraordinary amount of time already spent without a full result,  I do not believe Norton will ever resolve the FireFox issue. I believe that NS is based on a foundation that makes it impossible to accommodate FF without lessening its stellar overall protection.

Kudos0

Re: Why all the secrets ?

bjm_:
jrc-co: [..] customers have paid Symantec to "provide" the services they offered; and failure to provide the services is a breach of the agreement.

Respectfully disagree.  

Hi bjm :-)

You couldn't possibly say that with a straight face. Face-to- face saying that you would be LYAO.

It is simply not possible for a non-biased person to make such an absurd statement without relying on some stretched implications of the EULA. Sure Norton is probably covered in a court of law or arbitration, but in terms of real life customer use, or lack thereof, it's very real.

Dunno, maybe it has happened, but can you tell me of a single other instance where something like this has happened before??

Kudos0

Re: Why all the secrets ?

hok: Hi bjm :-)  You couldn't possibly say that with a straight face. Face-to- face saying that you would be LYAO.

It is simply not possible for a non-biased person to make such an absurd statement without relying on some stretched implications of the EULA, that in terms of real life customer use, or lack thereof, mean little.

Respectfully disagree. 

Kudos0

Re: Why all the secrets ?

bjm_:
hok: Hi bjm :-)  You couldn't possibly say that with a straight face. Face-to- face saying that you would be LYAO.

It is simply not possible for a non-biased person to make such an absurd statement without relying on some stretched implications of the EULA, that in terms of real life customer use, or lack thereof, mean little.

Respectfully disagree. 

Respectfully disagree.

NB: I was modifying my post when you posted your response.

Kudos0

Re: Why all the secrets ?

lol I got back my money for this whole firefox and norton @%#%^ just tell them you got a lawyer and give them the number they $%#$ themselves

Kudos1 Stats

Re: Why all the secrets ?

davidlov: lol I got back my money for this whole firefox and norton @%#%^ just tell them you got a lawyer and give them the number they $%#$ themselves

 remember to remove Norton -- run Norton Removal Tool before install alternate security product.  Thanks

Kudos0

Re: Why all the secrets ?

I've been aware of the Norton delay with Firefox for a while, but didn't realize it's been going on as long as it has. Is it possible that Norton is withholding the fix for FF because they're waiting for Microsoft to allow Extensions (Add Ons) to the Edge browser? Then the updated program could be used in both places - not counting the work that needs to be done to 'hook' into each browser. Toyman

Kudos0

Re: Why all the secrets ?

Hello Toyman

I doubt that Norton is waiting for Edge. That will be a whole new project because then all 3 browsers will have to be changed--that is--IE 11. Chrome and Firefox. This Toolbar is being rebuilt from scratch. The first phase is done and has been released. The rest of the Toolbar will be released in phases. They want to get this project done so that they can work on something else.

What you and the others should do is to call up Norton Support and complain to them. That way Norton can see how many users are using Firefox. When they see how many are being unable to use the Identity Safe, then maybe they will change their priorities a bit and work on this project more so they can get this done.

http://www.norton.com/chat 24/7 hours, however some locations are not open 24/7.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos2 Stats

Re: Why all the secrets ?

floplot:

What you and the others should do is to call up Norton Support and complain to them. That way Norton can see how many users are using Firefox. When they see how many are being unable to use the Identity Safe, then maybe they will change their priorities a bit and work on this project more so they can get this done.

I disagree:

  1. Calls to Norton Support aren't going to tell Symantec anything it does not already know.  I am sure Symantec is already well aware of how many Firefox Identity Safe installs there are, as well as how upset Firefox users are over the current situation.
  2. How long it takes to fix the problem is proportional to the amount of work and testing that needs to be done, not inversely proportional to the number of complaint calls that tech support receives.
  3. I would hate for users to be kept waiting on hold for someone to help them with immediate support problems because agents are tied up politely listening to complaints about an issue that is already well known and already in the process of being fixed (and which support agents can do nothing directly about, anyway).
  4. Symantec has already explained how long it will take to fix Identity Safe, and why it can't be done more quickly.  Why make a support agent repeat what we already know? 
Kudos0

Re: Why all the secrets ?

SendOfJive, sometimes I wish I could give two Kudos. 

A little bit of knowledge is... well a little bit of knowledge.
Kudos1 Stats

Re: Why all the secrets ?

 I would agree with your approach, floplot, if I hadn't already tried it and been shot down by Symantec.  I have contacted them monthly since October to learn about the status of the situation, and in my most recent chat session I was told that Symantec had already done what they could and would no longer respond to my inquiries.

Your assumption that Symantec might change their priorities if they had an increased awareness of their customers' concerns is perfectly logical, but it is a marketing concept that is only followed by companies who are interested in customer service.  Rather than being a tool to collect customer feedback, the scripted methods that Symantec's chat representatives use to rationalize the Firefox situation and rush to terminate their chat sessions seems to indicate that the current intent of the chat service is to insulate Symantec from their dissatisfied customers instead of responding to them.

Because I am nearing the end on my license period, the whole business gets more and more surreal by the day:  At the same time that the support staff continues to stonewall me, others in the organization send me daily notices to renew my subscription so that I won't miss out on all of the things that Symantec promises, but does not offer.  The paradox between the lack of support and the requests to renew caused me to ask in my last chat session to be connected with someone in the marketing department, to which the Symantec representative replied, "We don't have a marketing department."  Go figure.

Kudos0

Re: Why all the secrets ?

hok

Dunno, maybe it has happened, but can you tell me of a single other instance where something like this has happened before??

How about the loss of the ability to create a local vault? That was a total loss of a feature as outlined in the EULA. At least the FF issue will be resolved and is not a permanent loss.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Why all the secrets ?

yank,

I will assume that all your other opinions are as worthless as this one.

This one ranks right up there with the support I received in the spring of last year from the "english as a second language" tech that destroyed my vault while fixing a live update issue.

Fact is many of us have paid for a product with defined functionalities that we no longer have, that was not communicated to us in any way when it went away and have received no emails from the company with any explanation on the subject or any timetable to fix.

I urge all Firefox users to consider a class action lawsuit going...I will be doing so shortly !

BTW, you can take your Symantec-loving useless opinion and stick it where...just don't stick it in the same place as the notification emails Firefox users have received regarding this problem...because that would be nowhere !

Kudos0

Re: Why all the secrets ?

>>Symantec has already explained how long it will take to fix Identity Safe, and why it can't be done more quickly. <<

I guess you are more privileged than I am, I have received nothing from Symantec on this issue.

Again, when a company treats you this way the only answer is the legal system...this is why we have class action lawsuits.

If enough payouts have to be made to disgruntled customers maybe that will eventually affect the executive office bonuses and they might sit up and take notice that they are NOT doing their jobs, and that those under them are also not doing their jobs !

Kudos1 Stats

Re: Why all the secrets ?

jjubucci - do you know what the word "ASSUME" makes out of both of us?  

Oh that is right where you desire me to stick my useless opinion!

Thanks for the humor this AM!

Kudos0

Re: Why all the secrets ?

jjbucci:

>>Symantec has already explained how long it will take to fix Identity Safe, and why it can't be done more quickly. <<

I guess you are more privileged than I am, I have received nothing from Symantec on this issue.

We all have access to the same information:

https://community.norton.com/en/forums/faqs-norton-toolbar-compatibility...

Kudos0

Re: Why all the secrets ?

Oh Really...please do tell me because I spent quite a while this morning, once again wasting my time looking for this information and there were no results,

And Yes, I saw the document at the link you provided and there is no information there other than several months from November ...

So, you are also a liar for them !!!

Both Symantec and YOU need to find some integrity and they need to learn how to treat customers...

I'm so happy that I made the decision NOT to renew my license...

Live and Learn, I thought this was a reputable company, boy was I ever wrong...

I will make sure that each and every computer that I work on no longer gets a recommendation or a copy of Symantec software !!!

[Admin Edit: Please keep this thread on topic and refrain from personal attacks per the Participation Guidelines and Terms of Service]

Kudos0

Re: Why all the secrets ?

Any Updates from Norton when the Identity Safe will work again with Firefox?  Norton set the expectation in November 2015 that the solution would be available in "several months".  It has been almost 4 months already. Inquiring minds want to know  :-)

Kudos0

Re: Why all the secrets ?

Hello SZ

I just answered your other post. Since you are new, I will post my answer again. Please see this Announcement by Tony Weiss, a Symantec Employee.

https://community.norton.com/en/forums/identity-safe-limited-compatibility-firefox-current-status

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.

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