Activated Norton trial. Now unable to open web page links

Since activating a trial of Norton on a new Toshiba laptop I can't open or download links on webpages. They half load and stop.

I tried agan and again to contact Norton but their automated "help" was useless. Has anyone else had this experience re links?

I presume Norton is the culprit - a shame as I like the program and wanted to buy it. Now I won't unless I can find a solution to open all the links. These are safe sites and I've had no message from Norton about them being blocked.

 

Advice would be much appreciated. Thanks. presto.

Hi delphinium, thanks for your response. The norton trial was pre-installed. Since asking for help I’ve downloaded IE9 and the problem has gone! I couldn’t find out whether I had IE 7 or 8 previously but an ad. to download IE 8 kept popping up so I guess it was IE 7. Anyway, all seems to be well now. Many thanks. Presto.

Since activating a trial of Norton on a new Toshiba laptop I can't open or download links on webpages. They half load and stop.

I tried agan and again to contact Norton but their automated "help" was useless. Has anyone else had this experience re links?

I presume Norton is the culprit - a shame as I like the program and wanted to buy it. Now I won't unless I can find a solution to open all the links. These are safe sites and I've had no message from Norton about them being blocked.

 

Advice would be much appreciated. Thanks. presto.

Hi Presto,

 

Welcome to the Norton Community.

 

This seems pretty odd that such an old version of IE would be installed on a new laptop. If this was new it should have come with IE 9 already but if you were getting prompts to upgrade to IE 8 it would imply that something older was preinstalled on your laptop.

 

It would sound like something was corrupted in the IE installation which came on your laptop.

 

Do you recall exactly what the ad said which prompted you to download IE 8? Was it from Windows Update?

 

Which version of WIndows came on your laptop? And what is the SP level? Is it 32 or 64 bit?

 

What Norton product came preinstalled? Was it NAV (Norton Antivirus), NIS (Norton Internet Security) or Norton 360? Also what is the exact version? You can find this from Support > About.

 

Best wishes.

Allen

Hi Allen, I’m back to being unable to open web links again. Tried disabling smart filter but it didn’t help. I have Windows7; 64 bit; NIS version 12.1.1.3. The IE9 version came from Windows update along with other recommended updates in the usual format. I didn’t download IE8 which was on a small pop-up window which I saw many times previously on my old laptop. It has a “remind me later” notice with no option for cancelling it. However that’s not related to this as I didn’t use it. I would appreciate help if you have time. Thanks. Presto.


presto wrote:

They half load and stop.



Can you please clarify what you mean by "half load."  Do you literally mean you only see half the page, or are you saying that not all elements are loading?  What actually happens when you click a link?

Thanks for helping..sorry,I've been away. When I click on links in web pages  the green download indicator line starts up but stops at the halfway mark and stops there, no matter how long I leave it on. I tried to email Norton about it but of course can't open their link to do so!

I hope this can be resolved.

Many thanks,

Presto.

I should add to that - the little blue circle on the screen near my mouse pointer keeps revolving but nothing happens. At other times I get the green line indicating a download but as I said that stops halfway.

Thanks again. Presto.

Hi Folks.I’m still having the same problem. if anyone has a suggestion I’d be most grateful. Thanks. Presto

Hi presto,

 

Have you tried resetting IE? 

How do you do that - re-installing?

Thanks for your response.

Presto.

Hello presto

 

Please go to tools, Internet Options, Advanced and you should see Restore Internet Explorer settings. This is for IE 8. I would think that IE 9 would have something similar.. Could you also please verify the version number you have of your Norton product?

Hi Floplot, I have the NIS 2012 version. The advanced section in IE tools tells me not to reset to the IE default version unless the browser is unstable. What do you think?

Thanks.

Hello presto

 

What happens if you try and highlight the link and then copy and paste the link into IE and open up the link that way?

 

I just did a Google and came across this. Perhaps this is your problem and  they have a solution there. A hotfix is mentioned there and it involves registering some .dlls. Please read this support page from Microsoft. Thanks.

 

http://support.microsoft.com/kb/281679

Thanks Floplot. I"ve already tried copy&paste but it didn't work. I went to the Microsoft website you gave and it looks very promising. Unfortunately I got an error code 80072EFE saying it couldn't connect to my internet but I'll try again later and let you know what happens. I'm very hopeful! Must have nothing to do with Norton after all.

Many thanks Floplot, it's worked! I read the microsoft support suggestions re hyperlinks not opening and followed their first two suggestions to make Windows IE9 my default browser and hey presto! I'm most grateful for your time and kindness. Norton is exonerated which I'm also happy about as I much prefer it to other internet security programs.

bless you. Presto.

Hello presto

 

Thank you for coming back and giving us your update. I'm glad  the solution that was provided for you was the correct one and that Norton was not the reason for your problem. Microsoft comes up with some good solutions sometimes.  Could you please mark the thread as solved by marking the post which gave you the solution? This way others will know that it has been solved and will be able to find the solution if they have a similar problem. Thanks again.

I'm afraid I rejoiced too soon :(     The problem is   back again. Perhaps it is a security issue. Most hyperlinks won't open. They begin to open as far as the toolbar sometimes and that's it. Other times they keep trying to load but never do. The Microsoft site I went to for help is this one          http://support.microsoft.com/kb/175775

I'll just make sure all the Windows security is while I'm using Norton IS.

presto.

Sorry, I left "off" out. My friend next door is having the same probelm so we are comparing notes and possibe solutions. I'll let you know if we find one.

Presto

Hi, presto.  One of the less-obvious reasons for "stalled" webpages or "stalled" downloads is packet-loss from your ISP.  NIS filters damaged packets, because these are known to cause problems.  Thusly, NIS may be bringing-to-the-surface a problem you had before, but didn't know about.  This would also show up as intermittent corruption in downloaded files from the days before you installed NIS.  If you had to download something 2 or 3 times before you got a download that worked properly - this is a really good indicator of the problem.

 

 

Here are a few things you can try to see if you can isolate the problem to your own equipment and/or software:

 

1. Are you running wireless?  If so, try running wired.  If you can run wired reliably but have intermittent problems when running wireless - the radio in your router may be corrupting wireless packets.  This is a known problem with some cheaper routers when they overheat.  Is your router out in the open air where it can be properly cooled by room air, or is it hidden away on a recessed shelf in a cabinet where it eventually cooks in its own juices?

 

2. A Firmware update for your Router may be required to fix bugs in the router.  Check with your router manufacturer to see if something is required there.

 

3. What does Toshiba have to say about your problem?  Do they have BIOS updates or driver updates for your Laptop to address compatibility or reliability issues?

 

4. Buggy wired network drivers in your machine can cause a similar situation to problems described above - if the drivers react poorly to corrupted packets or a fast network stream.  Are there updated network drivers for your particular network card direct from the network card manufacturer?  If so, get the update from the manufacturer's website and follow their instructions to update your network drivers to a newer version than what is available from Toshiba.

 

5. A similar situation can occur as in item 4 - but with wireless network drivers rather than wired network drivers.  The solution is similar as well.  Go to the wireless card manufacturer's website and download the latest-'n-greatest driver updates - then follow their instructions to update your wireless network drivers.

 

 

 

Here are some things that you can try to determine whether the problem is not you - but your connection to the Internet:

 

1. Does the problem get worse in the evening when there are lots of people online - and then lessen or disappear if you are working at 3:00AM in the morning?  If so, this is a classic case of ISP router overload causing packet loss.  The router at the ISP which is causing the problem will have to be upgraded.

 

If you know someone with a competitor's ISP - and their machine is working reliably - you can try connecting at their place.  If your problem vanishes at their place - you've got a powerful indication the problem is with your ISP.

 

Note:  You mentioned your friend next door is having the same problem as you.  If both of you are on the same ISP - you have a powerful indication it's not your machine's problem.  Rather, it's an overloaded node on your ISP's equipment serving your particular neighbourhood.  (IOW, the guys across town may be fine on your ISP because their particular node's equipment is not overloaded with customers.  You may be not so fortunate.)

 

2. Does the problem go away when you use https://  (IOW, a secure encrypted page)?  If so, this is another way to prove the problem is packet loss - because an encrypted page will resend corrupted packets that fail the security validation - where normal webpages may just ignore you (your connection "falls off the face of the earth" and you sit there forever watching the spinner).

 

 

There.  That ought to keep you busy for a while.  :smileyhappy:

 

Please let us know how you make out.  That feedback will be especially useful if something on that list turns out to be the fix for your problem.