I had to take my laptop to be fixed, and the shop told me that the laptop has to be (re-)formatted, so a number of programs -- as I am sure you know -- will be removed, and this includes Internet Security. How do I re-download IS and not lose anything in my account? Can I get help with this here, or can you refer me to who I need to speak to about this?
Thank you so much for your help!
You are welcome.
We are here if you need us again.
I had to take my laptop to be fixed, and the shop told me that the laptop has to be (re-)formatted, so a number of programs -- as I am sure you know -- will be removed, and this includes Internet Security. How do I re-download IS and not lose anything in my account? Can I get help with this here, or can you refer me to who I need to speak to about this?
scotjudy,
Just one thing to check with the shop doing the work -- are the doing what is called a Restore to Factory condition which reformats the hard drive and puts back all the features and programs etc that came when the laptop was new. This is a function that is included in most modern computers instead of providing a disk to reinstall Windows. It uses what is called an image of the drive as the PC was delivered.
The reason for asking is that doing that may well reinstall a security program since most computers come with some sort of trial of a program like Norton but may be another and it is important not only to uninstall that but very often to run a special cleanup tool you can download from the website of the trial program. The shop may know about this or you can tell us what came as new and we can give you a link to get the cleanup tool
If you don't do this additional cleanup it frequently stops the Norton program from installing properly so it is important to deal with this.
Do you have a backup of your Identity Safe file with the logins and passwords in it?
I now have my laptop back fixed, and have downloaded Norton. The only thing is, the Norton toolbar with Identity Safe did not appear in my browser, though I was able to log in to my Indentity Safe account in the Norton desktop window. What do I need to do to get the toolbar back in my browser, Mozilla Firefox (which is up-to-date)?
First go to Add Ons - Extensions and see if Norton Tool bar is active. If it is then go Options and see if Norton Toolbar is checked.
Jim 
Oh dear -- I couldn't find the Norton tool bar in Firefox's Add-Ons. Does this mean I will have to use another browser, or is there a solution to this?
Hi scotjudy333,
Did you run Liveupdate as perterweb suggested? Run it as many times as necessary (rebooting when requested) until it reposnds with the specific words "no updates found". One more question, did you update to FF 21 prior to updating/installing NIS?
yank wrote:Did you run Liveupdate as perterweb suggested? Run it as many times as necessary (rebooting when requested) until it reposnds with the specific words "no updates found"
scotjudy: Yes, I did. Actually, I meant to include this in my previous post, but I forgot. I ran Live Update several times, until it said there weren't any more Live Updates to do. Then I ran a Full System Scan.
One more question, did you update to FF 21 prior to updating/installing NIS?
No, I didn't. What should I do? Should I try downloading NIS again?
You say FF is up to date. What version number are you using?
I updated Mozilla Firefox to version 21.0.
Have you restarted you computer after the last live update?
Also try IE and see if the Norton Toolbar is there.
Jim 
PhoneMan wrote:Have you restarted you computer after the last live update?
scotjudy:
No, I didn't. I'm afraid I didn't think of that.
Also try IE and see if the Norton Toolbar is there.
The Norton Toolbar did show up on IE. Firefox is my preferred browser, though. I will try to contact Firefox to ask if they will make it so that the Norton Toolbar can function on version 21.0. Crossing my fingers . . .
Hi scotjusy333,
If no joy with FF support, it is possible you may have to reinstall both FF and NIS in the order that is reflected in this past post.
If you need to do the above, please come back for the latest info in rgards to downloading a more recent verion of Norton and also the most curent FF download. I just wanted to give you an idea of what might be necessary.
Let us know how you get on with FF Support.
I posted on the Firefox Community about this problem, and I was told:
hello, according to norton the toolbar is compatible with firefox 21. please run the symantec liveupdate & make sure that all components are up-to-date or for more information refer to https://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-21-Support-for-Norton-Toolbar/td-p/957507/
After reading this, I proceeded to uninstall and re-download/install Norton and then Firefox. Unfortunately, after doing all this, the toolbar *still* isn't appearing in the Firefox window. Have I done something wrong?? What else can I do?? (My apologies, but I am really *frustrated* right now). 
scotjudy333 wrote:I posted on the Firefox Community about this problem, and I was told:
hello, according to norton the toolbar is compatible with firefox 21. please run the symantec liveupdate & make sure that all components are up-to-date or for more information refer to https://community.norton.com/t5/Norton-Toolbar-Norton-Identity/Firefox-21-Support-for-Norton-Toolbar/td-p/957507/
After reading this, I proceeded to uninstall and re-download/install Norton and then Firefox. Unfortunately, after doing all this, the toolbar *still* isn't appearing in the Firefox window. Have I done something wrong?? What else can I do?? (My apologies, but I am really *frustrated* right now).
Did you follow the directions in the link Yank gave above in the EXACT order given. Experience has shown the exact procedure is neede to fix the issue.
When you check your FF add ons, what version is listed for the Toolbar and Vulnerability Protection. You need 2013.3.5.1 and 11.3.0.9-5 respectively.
sj
I don't know Firefox but does it have a Manage Add-ons and if so are the Norton 3 Add-ons listed?
....... does it have a droplist that has controls for the toobar and does it have to show Norton Toolbar?
If it has lock toolbars and does that affect this?
peterweb wroteDid you follow the directions in the link Yank gave above in the EXACT order given. Experience has shown the exact procedure is neede to fix the issue.
When you check your FF add ons, what version is listed for the Toolbar and Vulnerability Protection. You need 2013.3.5.1 and 11.3.0.9-5 respectively.
Good news! 
Someone in the Firefox community suggested that I go to Tools/Add-ons and click where it says that the Norton Toolbar was disabled. This brought up the "Enable" button, which I then clicked on, then restarted the browser. When Firefox came back up, the Norton Toolbar was there -- yay!!! I then proceeded to do the same thing with the Norton Vulnerability Protection extension. And then I signed in to open the Identity Safe Vault. Problem solved, thanks to all of you in the Norton and Firefox communities -- thank you so much!