How to fix white (cookie) screen after smart scan?

Hi,

I am running 'Smart Scan' and everything seems to be fine. First it checks for virussen and malware. Then it checks my Network and at the end it searches for 'advanced problems'. Now in that last section it shows me that I have 768 problems. So I click on 'Show solutions'. Then I get a white screen with only a cookie message. When I accept the cookies I am stuck in a white screen and the only thing I can do is close it. This happens to me every time. I tried to reboot, help from support, updating norton, but nothing helps. Check the screenshots for more info. Can anybody help me with this. Because it looks like the software has a bug.

R0K13:

I had to turn off Special Offer Notification and now I don't get that annoying blank screen anymore :-)

Thanks  

Curious, does your Norton product work okay, otherwise.
You can run Norton LiveUpdate, okay? 
You can run Quick Scan, okay? 

I had to turn off Special Offer Notification and now I don't get that annoying blank screen anymore :-)

FAQ: Smart Scan
https://support.norton.com/sp/en/ca/norton-360/current/solutions/v138072492

Run Smart Scan to keep you Cyber Safe
https://support.norton.com/sp/en/ca/norton-360/current/solutions/v138049973

Run Smart Scan in Norton Security Protection
https://support.norton.com/sp/en/ca/home/current/solutions/v138206563

Smart Scan or Smart Scam?
https://community.norton.com/en/forums/smart-scan-or-smart-scam

R0K13:

I see. So the only thing I miss is some advertisement haha. All that trouble for not seeing a banner. I thought they were actually showing me a solution to the problem instead of selling me more :-)

Curious, do you have Special Offer Notification -> On or Off. 
IMO ... I see Norton advert after Smart Scan because I have Special Offer Notification -> On. 

~ with Special Offer Notification -> Off -> I see

~ with Complete -> I see

Caveat: 
I call Run Smart Scan for testing. 
I have Special Offer Notification -> On for testing. 

I see. So the only thing I miss is some advertisement haha. All that trouble for not seeing a banner. I thought they were actually showing me a solution to the problem instead of selling me more :-)

R0K13:

So you also see a blank (white) page and not the offer it should be showing. It's a link to a page where you can buy Norton Ultimate cleaning tool. I don't think the idea is showing you a blank page and only some privacy settings. So you agree having the same issue and that it is broken?

I don't know if what I see is normal or broken.  I imagine what I see is normal.  
"View Solution" calls Norton advert page.  

R0K13:
Now don't tell me this is intended behaviour. This is a bug. Now I am looking for a fix :-)

Okay....you feel this is not intended behavior.  
Sorry, I do not have a fix, for you.  

Sorry, after running Smart Scan -> I see
https://community.norton.com/en/comment/8524479#comment-8524479

Caveat: I only call Run Smart Scan for testing. 

btw ~ my Tracking Cookie Scan = Ignore
png_14256.png

and with run Smart Scan -> I see Norton trackers 

and with View Solution -> I see
png_14255.png

So you also see a blank (white) page and not the offer it should be showing. It's a link to a page where you can buy Norton Ultimate cleaning tool. I don't think the idea is showing you a blank page and only some privacy settings. So you agree having the same issue and that it is broken?

and with click on 'Privacy settings' -> I see

and with click on 'Save' -> I see

R0K13:

I haven't seen a single screenshot with a normal page from you. Your last screenshot just shows the privacy message again. Click on 'Ja' and you see nothing again.

Yep, with click on 'Ja' and I see white page. 
 

 

So I see I have issues inside the Norton 360 application:

Next I click at 'Oplossing weergeven' (Meaning show solution) I get this:

As you can see this is not inside my browser. Next I consent with this privacy message and the message disappears leaving me with a blank popup:

Now don't tell me this is intended behaviour. This is a bug. Now I am looking for a fix :-)

I haven't seen a single screenshot with a normal page from you. Your last screenshot just shows the privacy message again. Click on 'Ja' and you see nothing again.

I tested this link in more then one browser. And some browsers do not have any plugins whatsoever. So I am not blocking anything and I still see nothing. What I do see in the console are javascript errors on that page.

And let's say my adblocker in my browser is the problem. That should be no excuse why the Norton application would also give me a white page after running the smart scan! 

Check my screenshots. When I click on the last button that says 'Oplossingen weergeven' (English: Show solutions) I should see something right? I mean it tells me a have 1487 issues. I hope there is at least a solution for one of these issues. But all I see is a privacy message. I consent with all privacy related questions and I still don't see anything. Again not using any adblockers.

 

R0K13:

https://renew.norton.com/content/clp-msm/nl/nl-nl/mercury/template.html?...

Btw the above URL is the URL it tries to open when I want to buy something. For me this url gives me a white page with only the privacy message like on the screenshots.

Yes,  I'm seeing white page ... when I'm filtering some Norton page content. 
I'm imagining the filtering is for some Norton tracking/privacy content. 
png_14250.png

I'm seeing normal page ... when I'm allowing all Norton page content.

 IMO Norton pages are happiest when I'm allowing all Norton pages content.

If you are using an ad blocker extension in your browser, you should try disabling it for the Norton pages. Norton uses redirects which an ad blocker will block.

 

https://renew.norton.com/content/clp-msm/nl/nl-nl/mercury/template.html?ctry=NL&lang=nl&site=NL_SITE&vendor=_SURF_SLIM_symEpVendor&storeid=CCC02519-BCAE-4D29-1C0C-DC4FF5FE433B&currency=EUR&origin_subchannel=Retail&current_subchannel=Retail&apf=NU-U&pageCode=Companion&incomingSku=21418928&csp=true&hasLL=false&psn=HJXYYKP7X9RM&ipf=nn-n360pe&nss_security_vendor=_SURF_SLIM&nss_num_scan=null&nss_threat_level=null&pversionid=null&days_to_expiration=363&actual_remaining_days=364&incoming_product_subscription_length=0&dgaff=null&ecomactiontracking=COMPANION&inid=mynorton-dashboard_nortoncom-nuuAddon-new&origin=mweb&store=Central_And_Southern_Europe_Catalog&sso=false&pcCount=1-10&clpflow=mynorton-dashboard_nortoncom-nuuAddon-new&displayARPrice=false

Btw the above URL is the URL it tries to open when I want to buy something. For me this url gives me a white page with only the privacy message like on the screenshots.

Yes I do see these privacy notices which I have accepted. All of them.
I have accepted all cookies. I choose YES to accept them all. Still get a white screen.

These 768 problems are the result of the first smart scan. Now I have even more problems see screenshot.

I do not use the VPN

I do not use Windows Fast Startup on

Just guessing -> you're seeing Norton privacy notices: 

IMO Norton pages are happiest when users allow all Norton pages content.

R0K13:
Now in that last section it shows me that I have 768 problems.

Sorry, from this distance.
I've no notion regarding "768 problems".  768 may be tracking cookies.  IDK. 

Curious, do you run Norton Secure VPN on? 
Any difference with Norton Secure VPN off? 

Curious, do you run Windows Fast Startup on?
Any difference with Windows Fast Startup off? 


Caveat:
I block third party browser cookies and manage first party browser cookies thru CCleaner.  Just me. 
I only run Smart Scan for testing.  Just me. 
I seldom run Norton Secure VPN.  Just me.