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Kudos1 Stats

Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Hi,

     Since the latest update the Norton Identity Safe for Microsoft Edge is causing serious problems when browsing. Pages are slow to load, images do not appear and pages are slow when scrolling. If I remove the extension everything works fine, but when I re-install the extension all the problems return. Please Norton can you fix this ASAP ?

Respostas

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Kudos1 Stats

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Just got a callback from Norton Tier Two support.  Apparently they do not monitor this forum.  Had no clue what I was talking about.  In addition, no disrespect intended, if you are going to outsource tier two support to India technicians, than make sure their accent is not so thick as to be unintelligible.   I am hard of hearing as it is, and I could not make out a clear sentence.  Told them to call me back with someone with less of an accent.  Sorry, but I could not understand him.

Kudos1 Stats

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

So, Tier Two support called me back again.  This time the agent was very clear, enunciated just like a support agent should.  He was very polite and respectful.  Accessed my machine and did a bunch of standard tests like a full scan, chkdsk, and system file check.  Of course, found nothing, but he was able to reproduce the problem easily.  Then he saved many Norton logs while the problem persisted and noted the revisions of everything.  Then he finished the session saying he was going to escalate to the development team.  I asked him to please direct them to this thread as there is lots of good information here.  He told me they were not only aware of this thread but that this is a known problem.  Apparently he accessed my machine just  to get more data.  I guess this is good sign that someone at Norton is awake.  

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Password manager installed on Edge (win 10) did not have any issue until a week ago. It started causing issue all of sudden. For example, I visit https://www.blu-ray.com/, and type key word or name on its search bar on the top, it does not show the suggested names or titles in a instant any longer. It takes quite a while that the web site responds with the suggested name or title. Even placing my mouse in the blank takes a while. However in case I set Password Manager "off" or uninstalled it, typing a keyword would show suggested names or titles immediately. This is just a example of a web site that I noticed the issue I described above.

Or another example of a issue.

If I visit Ebay and place my mouse over top menu "My eBay", it would show the submenu immediately under normal circumstances (or with another browsers, such as Chrome, IE, Firefox), but with Edge having Password Manager turned on, it does not show any submenu at all. 

Please let me know how to resolve this issue. Password Manager plugin version is 6.5.0.4

Thanks

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Mike,

Have you had any reply from Norton yet ?

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Nope...  Not yet.

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

I've had this issue also and on Chrome along with other browsers. This has been going on for almost a year in my case. All of the suggestions never bring an adequate solution. There is definitely a very noticeable lag when trying to move mouse, as well as delays in loading page elements. Quite frankly enough is enough. Either fix the problem or do away with it. This is terrible!!!

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Unware of this thread, I posted mine here; 

https://community.norton.com/en/comment/8195721#comment-8195721

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Unaware of this thread, I posted here as followed; https://community.norton.com/en/forums/password-manager-causing-issue-ed...

Password manager installed on Edge (win 10) did not have any issue until a week ago. It started causing issue all of sudden. For example, I visit https://www.blu-ray.com/ (link is external), and type key word or name on its search bar on the top, it does not show the suggested names or titles in a instant any longer. It takes quite a while that the web site responds with the suggested name or title. Even placing my mouse in the blank takes a while. However in case I set Password Manager "off" or uninstalled it, typing a keyword would show suggested names or titles immediately. This is just a example of a web site that I noticed the issue I described above.

Or another example of a issue.

If I visit Ebay and place my mouse over top menu "My eBay", it would show the submenu immediately under normal circumstances (or with another browsers, such as Chrome, IE, Firefox), but with Edge having Password Manager turned on, it does not show any submenu at all. 

Please let me know how to resolve this issue. Password Manager plugin version is 6.5.0.4

Thanks

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Unaware of this thread, I posted here as followed; https://community.norton.com/en/forums/password-manager-causing-issue-ed...

Password manager installed on Edge (win 10) did not have any issue until a week ago. It started causing issue all of sudden. For example, I visit https://www.blu-ray.com/ (link is external), and type key word or name on its search bar on the top, it does not show the suggested names or titles in a instant any longer. It takes quite a while that the web site responds with the suggested name or title. Even placing my mouse in the blank takes a while. However in case I set Password Manager "off" or uninstalled it, typing a keyword would show suggested names or titles immediately. This is just a example of a web site that I noticed the issue I described above.

Or another example of a issue.

If I visit Ebay and place my mouse over top menu "My eBay", it would show the submenu immediately under normal circumstances (or with another browsers, such as Chrome, IE, Firefox), but with Edge having Password Manager turned on, it does not show any submenu at all. 

Please let me know how to resolve this issue. Password Manager plugin version is 6.5.0.4

Thanks

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Hi,

 As i started this thread i'd thought id post a copy of the transcipt from my chat with Norton Support. Basicaly still not fixed

Support:  Hello Andrew, I am glad to help you today.

 Support:  I would like to inform you that this is a ongoing issue with us and we are working on the fix for that as well. You will get a new update soon and the issue will be resolved. Until then what I can do for you is I can remove the extension of Norton from Edge browser and so it will not cause problems.

 Support:  I can take a remote session of your device and remove the extension.

 Support:  I am very sorry for the inconvenience caused.

 Customer:  i have already removed it myself. When is there goonabe a fixfor this issue ?

 Support  Our team is working on the this scenario and it will be fixed in the next live update.

 Support:  May I know if you have removed the extension by opening your browser itself?

 Customer:  yes i have removed the extension by opening the browser, tried reinstalling but still no good. I have 23 days left on my Norton subscription, at the end of this i think i will find anoher "Anti Virus" company

 Support:  I would like to help you with this issue, however we seem to be having technical difficulties. I am not seeing any responses from you. Please respond if you are still there and require assistance.

 Support:  I can try and resolve the issue by removal of extension from Norton in your device and then rebooting the device.

 Support:  Would that be alright?

 Customer:  Like I said, I have already done that

 Support:  I am very sorry for the hassle caused to you. I am taking this as a feedback from you and will sent it to our higher authorities and soon the update will be available.

 Customer:  So you are unable to help me ?

 Support:  As for now we do not have any further update. I would request you to wait for the time being.

 Customer:  OK I think i'll go and purchase McAfee next year, as Norton renders my PC useless :(

 Support:  I am very sorry for such inconvenience caused to you. I am adding 30 days more in your Norton account as a goodwill gesture from our end. Would that be okay for you?

[Admin Edit: Edited to mask names]

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Good Morning I posted this on 10th August 2019. Since then I have not used Microsoft Edge at all because of the severe issues it is causing using the internet. I tried it again yesterday and the issues are still the same so it appears nothing has been done to fix this for myself and many other Norton users. I have used Norton for years without too many problems and recently renewed my Norton so am stuck with it for almost a year. I cannot afford to just stop using Norton and purchase another product that does work. Perhaps Norton should give refunds to all users affected.
Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Latest version / up to date on Edge/windows/Norton

I click on https://www.msn.com/en-us/video/animals/yellowstone-park-staffers-catch-... (link is external) I wait forever Same thing on pretty much any web site. If I turn off password manager - I get instant access This has been a know NORTON problem for two weeks - when will we see a solution?

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Latest version / up to date on Edge/windows/Norton

I click on https://www.msn.com/en-us/video/animals/yellowstone-park-staffers-catch-... (link is external) I wait forever Same thing on pretty much any web site. If I turn off password manager - I get instant access This has been a know NORTON problem for two weeks - when will we see a solution?

Kudos1 Stats

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Hi Everyone,

Sorry for the inconvenience caused. We have identified the root cause for the issue and fix will be released soon. I'll update this forum post once fix is released. Thanks 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

What is your ETA for this fix? Soon is rather vague. And for those watching this, the extensions work just fine in the Chromium version of Edge - Dev and Canary.

Accepted Solution
Kudos1 Stats

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Hi All,

We have fixed this issue internally and submitted to MS edge store. Once its published, Edge Norton Password Manager extension will get updated automatically.

Regards,
Senthil.

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

I just updated the extension to version 6.5.1.6 and that indeed fixed the issue. Web pages are responding as expected and CPU/Memory usage is back to normal - whatever normal is for a given user.

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Hi Cjahn,

Thanks for the update. Norton password manager extension is published in MS Edge store

Regards,

Senthil.

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Good Afternoon

Has Microsoft store started releasing the new version of the extension. I have just uninstalled and reinstalled the Edge extension. Also installed the latest Norton updates. 

Windows Edge is slightly better but still very slow in comparison to other browsers. So I will continue to use the other browsers for now.

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Yes. The new version is 6.5.1.6  and I updated to it this morning. Edge is back to normal for me.

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Yes, working well, however it still has about a 1.5 to 2 second delay before Edge web pages are totally unaffected.  This may be how it always was before the current problem popped. up.

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Hi All,

         As the creator of this thread, I can confirm that the latest update of the "Password Manager" App that is now available to be downloaded from the Microsoft Store seems to have fixed the problem. I'd like to thank you all for your comments and your reporting of your problems with this issue, and to Norton for fixing this issue.

Many Thanks

Andy King

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

Worked great for a couple days - now the valt will not open at all.

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

I'm using the extension and have had no issues. The Vault opens and closes just as expected. I have no good ideas for you other than to remove and reinstall the extension and see if that helps. 

Kudos0

Re: Password Manager/Identity safe extension causing serious problems with Microsoft Edge Browser

If you're talking about the extension for Firefox, no, I have not seen or had any issues with it. 

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