Massive Slowdown Last Few Days - Safety Minder Windows 7

Archive
61

Me too, so much so i raised the issue with Norton Support as below:-

You are now chatting with Sonali.

Sonali: Welcome to Norton Support. We're sorry that you had to wait to connect to us. My name is Sonali. I will go through the information you have provided and will assist you.

Me: hello

Me: Sonali - i have Norton Internet Security 2012, and have noticed Norton Safety MInder has stoppped working

Me: this is an issue you are aware of

Sonali: I will certainly help you to fix the issue. May I know are you getting any error message?

Me: No - NSM is set up on my kids accounts, and browsing is very very slow. non monitored accounts are fine

Me: see this article http://community.norton.com/t5/Norton-Online-Family/Massive-Slowdown-Last-Few-Days-Safety-Minder-Windows-7/td-p/813596

Me: this is an issue you are aware of

Sonali: please allow me a minute while I check the details for you.

Me: my question is - i can wait a few more days if you can fix this issue, otherwise I need an alternative solution, and will seek a full refund from Norton

Sonali: I am sorry to keep you waiting and I am sorry for the trouble caused to you. What I can do for you is I will look into the issue and will get back to you. Is this the best number 44xxxxxxxxx to reach you?

Me: yep +44 is UK

Sonali: Alright.

Me: this is a problem Norton are aware of

Me: but my kids cant surf the net safely

Sonali: I do understand your concern. Don't worry we will certainly look into the issue and will get back to you regarding the issue.

Me: ok thanks

 

So here goes. I will report back with what they say!!

62

Exakt the samem issue here. Suddenly without notice I had massive external Internet access slow down. I tried to restore the PC to an earlier date - did not help. I then re-installed all the internet explorer (IE, Mozilla, Chrome). NO luck!!!

 

So I decided to reinstall the laptop which helped. After I was almost finished I installed Norton online Family which slowed down my internet access. I de-installed it..and Hurra..back onlie with the speed I was used to.

 

THere seem to be a serious issue with Norton Online Family. I will wait a couple weeks from now and see what Norton comes up with. If it is still that quite I will have to look at another software.

 

This is not the quality I was expecting from Norton since I recentlz switched from McAffee to Norton, because McAffee also has performance issues.  

63

Hi All,

 

Thank you very much for your continued patience as we continue to work on the issue.  We will post an update as soon as we have more information.

 

Thanks,

Katie

 

64

Just a quick update.  Today Symantec / Norton Support called me about the Safety Minder issue.  It took me quite some time to get the so called tech that the issue was not with my computer but rather with their program or with their back end server support system for the program.  He kept wanting remote access to my systems, something I absolutely do not allow…..ever. Especially from a foreign tech that can hardly speak English.  But I did preform some of his “jump through the hoop” diagnostic procedures.  I am Level III qualified IT tech so his antics got old real quick, and I told him so.  I was willing to give him(via email) any log file he wanted, but he kept insisting on remote access.  End of story. 

 

So within 10 minutes one of their next level supervisors  called back.  I finally got him to understand that thousands of people where having the same issue and that it was not just my computer.  I had tried to get the first tech to go look at this form, not necessarily this thread but the Norton Safety Minder Section, but he said he was case specific and would not look at the forum. 

 

However this second supervisor tech talked to me for a matter of about 5 minutes as I told him of the issues that everyone here was having, I told him he needed to look at the forum  to get an understanding that this was not an isolated incident.  He said he would go and look at the forum and call me back.  As of yet, it has been about two hours now and no call back.  I don’t really expect one soon, because if he actually does look at the forum, they will finally get the picture that it is a Norton issue , not a user issue.

 

Ok, and one last note, I got a response from Norton support also from a tweet on twitter that was as follows: “ Sorry. May I know more details on the problem you face with Norton Safety Minder? Thanks!-yog.”  In response I sent them a tinyUrl compressed link to this thread in the forum.  If you wish to reference it please feel free to do so,  it is http://tinyurl.com/9r9g6bn   So we may finally be on the path to someone actually looking into this issue.  No response yet from  the PM  to KatieQ  who was the Symantec employee that posted on this thread.

 

P.s. I see she replied while I was typing my post.

65

Patience?  This is not about patience.  We use the internet for homework.  if it can't get done- which it can't in the current environment -  then the service is of no use.  That was quite the fail to roll out an update that would do this - that's huge.  Not like uncle Fred working on a computer and - oops.  No biggie.  To function in the current environment, I have to disable Safety Minder on each browser that is used.   That's a non-starter. 

 

Again, this is not about patience.  You have a service we use - if it no longer will function properly, then we will switch.  My loyalty lies with my children, not Norton.  I have been with Norton for several years, but is because you had a product that worked.  

66

We have the SAME EXACT issues starting Friday, September 28.

 

We thought it was our ISP (Comcast) and spent hours with them trying to diagnose the issue. Even replaced my modem because they couldn't see the problem on their end. It happened to all our PCs which had Norton 360 and Safety Minder running.

 

I finally narrowed it down when I noticed that our ANDROID TABLET did not have the same slowdown. I ended up uninstalling Norton Safety Minder and our browsers started working as before.

 

This is a huge LETDOWN for a company we've grown to trust. I will be UNINSTALLING NORTON SAFETY MINDER until this issue is resolved!!

67

If this is not fixed soon I will request a refund so I can go buy NetNanny!! That never had this problem....

68

Hello Katie

 

There must be thousands or tens of thousands of families affected by this.  And it is not just for Windows 7, I use both Windows 7 and Vista, they both have the same issues.  We have no choice but to turn off monitoring for our children's PCs.  This is a generic issue either with your software or hardware and not a customer's PC issue.

 

And I think as a company you should let everyone know of the issue.  All the people who set up the monitoring must be rearchable via their emails.  I was not initially aware of this and spent two sleepless nights trying to sort my children's PCs - running all kind of dianostics and re-installing everything.  Then luckily I tested my suspicion on NSM and found the problem.  After that, I googled this and found this tread on the forum.  It would have saved me a lot of time and hassle if I was notified by Symantec.

 

We need a resolution asap or we will have to go to a different vendor.

 

Many thanks

Tango1 

69

Switch to k9 web protection or alternative if authorities of norton are not willing to solve this issue. It's now more than a week and the problem still persists.

70

We are having the same issue. I spent hours running antivirus checks, resetting our router, etc., etc. I have uninstalled Safety Minder from our two Windows 7 computers and installed K9.  In our house, the slowdown has adversely affected the Windows 7 machines more than those running Windows XP. I think Symantec should give all users of the paid version of this product a choice of either some sort of refund or an extension of their contract for this debacle!

71

Just a bump update on the Problem!!!!!!!!

nothing yet from Symantec on the issue, I did not receive a call back from the tech supervisor about his investigation.  I have checked all the treads in the Norton Safety Minder forum for any further information.  The only response from Norton via KatieQ is :

The team is currently working on the issue.  I'll post an update as soon as I get any news on the issue.

 

Thanks for your patience,

 

I am currently checking out k9 web protection as an alternative to NSM.  Others may want to do the same.  This has gone on long enough.   In fact getting everyone to stop using it may well be the plan from Norton in the first place.  They may well want to discontinue it but are unwilling to let people know.  It probably doesn’t make them enough money and rather than offer it as a free limited version they would just as soon get rid of it.  Which I can understand, but they should have the common courtesy  to let people know.

72

From the last six hours, in all my 3 pc, now NOF works perfectly!

For me the problem is solved!

73

Pisa, Italy

also for me NOF works again. Most probably, they upgraded the servers.

74

Hi Axios and peterpan63,

 

Thanks you very much for the update.

 

 

Thanks,

Katie

75

Hello Katie

 

So does it mean Symantec has fixed the issue?  What caused the problem and what was done to fixed it?   We need an official update from the company, not just from two users on this forum saying they are fine.

 

Please let us know asap.

 

Many thanks

Tango1

76

Yeah I'm a little iffy on my end.  I visit a webpage and it loads but then I'm like "oh yeah did I disable NOF" then I disable it and no problems after that

 

But I too would like a 'yes its fixed' or a 'still working on it'.  Otherwise I'll keep it disabled til then.

 

Maybe if I'm bored I will try browsing with it on and see if it works on my end too but til then..................................

77

Seems to be working again, but exactly how well, I am not certain.  I will be quite skeptical for sometime. 

 

It was really nice of them to post an update and let everyone know dont you think?  :smileyfrustrated:

78

It is still not working. I have tested it a few minutes ago and the browsing was nill. No website was opening. I had to uninstall it again. I am from Pakistan.

 

>To all those freeware users who are still facing similar problem, k9 web protection is now a best alternative for them just like me. It is also faster than NSM. To all paid users, Net Nanny can be worth looking for.

 

>With excuse from norton, I am quite disappointed as I am a regular user of Norton since 2003 when there was no good alternative to Norton antivirus, and now I am thinking to switch forward to kaspersky. Keep up the good work and you people will lose more and more customers. :smileymad:

79

Update from me - NSM seems to be working now (I'm in UK). Suppose I'll back down on my refund request, but if it happens again Norton you lose me as a customer.............!!!

80

seems to be working okay for me too; but still no official word???