I have two HP laptops both identical and both having problems with browsing the net.
The problems seemed to start after recent windows updates, my kids were unable to play Club Penguin - kept coming up with network errors. Shortly after we would get blank IE pages and timeouts, we could not even connect to our router or perform windows updates. The same symptoms are present when logged into an unmonitored administrator account.
Rolling back sloved the problems but when I re-updated the laptops the problem came back. I even reloaded one of the laptops from scratch but as soon as I put Norton Family on the problems came back. If I uninstall Norton Family or end the task in task manager then the internet starts working again.
The laptop details are:
Windows 8 with all updates applied
A/V - Windows defender
Norton Family version 2.9.0.21
Framework 5.0.0.51
Datastore 2.9.0.21
SNS 2.9.0.21
When we lose connection we get the following error in the log:
HTTPEvent
SSL Certificate Settings created by an admin process for endpoint: 0.0.0.0:52000
You mentioned that you are not able to browse the internet and play Club Penguin. I assume the issue here is that you are not able to get to internet, not JUST Club Penguin, right?
You said "Rolling back solved the problems"... Are you saying you uninstall the current version of Norton Family 2.9.0.21 and install a previous version of Norton Family? If so, what is the previous version of Norton Family?
What version of Windows defender do you have?
Please double check to see if you have any other anti-virus programs on the PC.
I rolled back Windows prior to the windows updates, it does look like there is a compatibility problem with the Windows updates and Norton Family.
I had been in contact with Microsoft who said to contact you regarding the problem.
General internet browsing will download a little (about 1-2 seconds) and then not work for about two mintues and then you get a little more data. It shows up more on Club Penguin, I think it is because of the sheer amount of data when loading up. Can't connect to my router at all it times out. De-install or terminate the Norton family task and then the internet works fine and I can connect to my router.
Windows defender details are:
Antimalware client version 4.3.215.0
Engine 1.1.9901.0
Antivirus definition 1.159.513.0
Antispyware definition 1.159.513.0
There are no other antivirus programs on the computers other than defender.
I'm having the exact same experience - with NF running, IE comes up and remains blank...never connects to any page, and ultimately times out. Affects both monitored and unmonitored accounts.
I'll offer a few more observations, in case they help shed some light on what's going on:
- right when this started, I began getting a ceaseless parade of notifications about the browser plug-in getting disabled.
- Uninstalling and reinstalling NF appears to resolve the problem, for a short period (a day? two?)
- the windows event viewer reports a long series of timeouts from the NSM service
In my case, the last time Windows was updated was 9/11, and as I recall this started happening about a week after that.
I was already at the 021 version of NF when this started. We're running Windows 7.
For what it is worth I have exactly the same issue. Looking back at my system restore the problem occurred late last week around 09/19 when Norton Family was updated at the same time as a number of updates from Microsoft - although I can't say for sure when it was as I have since done so many restores and system restore creates since then in order to try and diagnose this that my history does not go back far enough now to be sure. And I'm not specifcally pointing the fingure at Microsoft as there were also updates to iTunes, Acrobat reader, iCloud.
The culprit could be one of the following: KB2687455, KB973688, KB2836942, KB2836939, KB2574819, KB2709981, KB2467173
For information I am also running Windows 7.
I did a system restore to a point before these updates and then installed the above Microsoft updates one by one. there was no issue with browsing. I then uninstalled (what was left of) Norton Family and installed the latest version and the issue came back immediately.
I have had to remove Norton Family in order to allow my browsers to work, so currently my children are unprotected on the web.
Hi I'm having the same issue. All browsers very slow to start loading pages and frequently lock up. I noticed it about a week ago. If I kill the NF process, everything works for a while until it re-spawns. I've had to uninstall Norton Family as the computer was unusable :-(
I’m running Windows 7 and it is happening on monitored and unmonitored accounts.
While the team is checking into the issue, we'd also like to collect some logs from the users who are experiencing the issue, so we could speed up the resolution for the issue. Please send me a private message via the forum if you are interested in having a session with me.
I've seen multiple PC's with the same issue - IE comes up blank, no menu, no title bar, no nothing, and just sits there in an endless hourglass. This started happening on Monday. And I noticed the new NF came in about that time also.
Listen, y'think your developers can do a little better job of testing before they unleash this crap? Because quite frankly I have better things to do than field a whole bunch of complains about this.
Right now all I want to know is how to get back to the last working version, and how do I prevent your automatic updates from wreaking havoc on my systems? When a new version comes out, looks like I'm going to have to do what the developers aren't doing - TEST IT FIRST !!!!!!
While the Norton Family team is checking into the issue, I had a remote session with a user who reported the issue. We reinstalled Norton Family on the PC (It was uninstalled before the session) and the internet started working.
I'm NOT saying reinstalling Norton Family will resolve the issue. But can you please uninstall/reinstall Norton Family on the machine to see if it makes any difference if you haven't done so.
If you are still experiencing the issue and interested in having a remote session with me, please send me a private message in the forum, so we can arrange a time.
I am glad to see it was not just my computers affected.
I have tried uninstalling and reinstalling with no success. However I did find a laptop we dont use very much and it had older 2.8 Norton Family install files. I copied these files onto the laptops running 2.9 and then installed the 2.8 files and Norton Family is working.
I have had the exact same issues and it's not the first time. Last year I had the same thing and it took WEEKS to resolve. I have removed Norton Family from my computers now and I won't be installing it again. Life is just too short to spend night after night trying to resolve Norton's mess. I am none too pleased with Norton 360 either, after spending the last two evenings trying to update it. "Click here to update Norton 360" - click..... wait.... wait... ERROR "We are unable to complete your request" - restart - go to support centre - "Download Notron remover/installer" OK... restart - Norton removed...restart - wait... wait... is it installing the new Norton? NO! Message from Windows 7: "Your PC is at risk etc..." OK restart again... click on NRNr again... restart AGAIN... finally, it's working... is my internet any better? NO, because Norton Family is messing it up AGAIN!!!!!!!
I've found that after 2.9 comes in, it won't work until an Administrator logs in and goes on the Internet. Once it works for Administrator, it starts working for everyone.
I've seen several PC's already where standard users (all of our users are standard) get hung up in the hourglass in IE. One PC could not get on the Internet since Monday (today is Friday). I restart, log into Administrator, and eventually I get in. Then I log out and they log in, and everything is fine.
Needless to say when you're responsible for 30 or 40 PC's in several locations, this is a royal PITA.
Do the developers know or care what happens when they release this crap without testing it? Are there ever any consequences for them? Or is it just business as usual over there?
I've seen it vary from one PC to another. One PC, I was fighting with it for about a half hour, logging out, restarting, etc. Finally I found that you just have to relax. Go into IE and eventually it will come out of hourglass. Just let it sit. Once it comes out of hourglass, it will work for everyone. Oh, forgot to mention that on every PC I set up, I set the administrator's home page to about:blank. So yes, it would hang even on a blank page. Frustrating as hell. But eventually it does come up.
We are having the same issue. With chrome as well as IE. It (NF) will also sometime also hang up other programs. We close a program it will disappear, but then when we look at task manager it process is still running. (This happens occasionally, not all the time). As soon as we kill the NF.exe SYSTEM task everything clears out and runs instantly. This is on our Administrator account.
Yes, I saw that too. Not just IE, but the whole PC slows to a crawl. The problem seems to vary from one PC to the next. I haven't gotten to all of the 30 or 40 PC's yet, but the majority of the ones I've seen, if you just let IE sit it will eventually pull out of it and then everything will be OK. A few PC's I'm still fighting with. Will know more tomorrow.
Thanks, Symantec for making my weekend so enjoyable! Really appreciate it. I'm sure your developers are working overtime too debugging their software. Yeah, right.
I have similar issue, where Firefox-24 hangs up on exit.. Even if I (try to) kill the process in task manager, it never goes away (can't even remove the process). So I have to restart the PC if I want to use Firefox again. Also even when Firefox is up and running, the connection speed is frequently very low... it can take minutes to load a simple page. When I uninstall NF, everything works perfect. I tried installing and uninstalling NF several times but the outcome is always the same. When NF runs. Firefox is slow and hangs up on exit; when NF is unistalled Firefox works as expected...