NIS 2013: Facebook showcase scan doesn't work

Norton Security | Norton Internet Security
1

Facebook showcase scan via NIS 2013 main window option doesn't work. I get this warning (Norton Safe Web is under construction. Please, try later):

 

Immagine.JPG

 

If I scan directly the showcase in my Facebook website, the scan works fine. Is it a NIS 2013 problem or a Facebook problem or only a my problem? It happens using my two computers (Win XP HE SP3 and Win 7 HP SP1 full updated).

 

2

Hi noghere,

 

Just a few questions, so we can try to reproduce this one here. I'm guessing you are performing the following steps:

1) Launch NIS 20.1

2) Click Scan Now

3) click Scan Facebook Wall > Scan my Facebook Wall

 

What languages of NIS 20.1.1.2 and WinXP and Win7 are you using? I'm guessing all are Italian, but I want to be sure. Also, the browser launches, right? Which one, and what version? And what is the URL that you get directed to? Also, are you logged into Facebook at the time? I apologize for the questions, it's just to better understand where the problem might lie. Thanks.

3

Yes, I performed the same steps (1,2,3) you guessed.

 

I use Italian language for NIS, XP and Win 7.

 

The browser launches

 

The default browser is IE9.

 

The URL that I get directed to is:

https://www.facebook.com/login.php?api_key=310877173418&skip_api_login=1&display=page&cancel_url=https%3A%2F%2Ffb.norton.com%2Fsafewebviewer%2FredirectAppPage%3Ferror_reason%3Duser_denied%26error%3Daccess_denied%26error_description%3DThe%2Buser%2Bdenied%2Byour%2Brequest.&fbconnect=1&next=https%3A%2F%2Fwww.facebook.com%2Fdialog%2Fpermissions.request%3F_path%3Dpermissions.request%26app_id%3D310877173418%26redirect_uri%3Dhttps%253A%252F%252Ffb.norton.com%252Fsafewebviewer%252FredirectAppPage%26display%3Dpage%26type%3Duser_agent%26perms%3Dread_stream%26fbconnect%3D1%26from_login%3D1%26client_id%3D310877173418&rcount=1

And after the login I get the warning Norton Safe is under construction. Please, try later

 

No, I'm not logged to Facebook at the time when I start the Facebook Wall scan.

 

Thanks Tony.

4

Hi Tony,

 

One more information;

 

If I'm logged to Facebook at the time when I start the Facebook wall scan, all works fine. I get the Facebook warning only if I start the Facebook wall scan when I'm not looged to Facebook.  In this case I'm directed to the login Facebook URL and, after the login, I get the Facebook warning (Norton Safe is under construction. Please, try later).


Was you able to reproduce the issue?

 

 

 

5

Hi Noghere,

 

Have you tried using a different browser as a default to check if it's an issue with the browser or with the facebook wall scanning?

 

Just a thought, but might be of help.

6
charie22 wrote:

Hi Noghere,

 

Have you tried using a different browser as a default to check if it's an issue with the browser or with the facebook wall scanning?

 

Just a thought, but might be of help.

Same problem using FF 15.0.1, IE8 on Win XP HE SP3 and IE9 on WIN 7 HP SP1.

Have you the same issue?

 

7

Noghere: I encountered one before (not my own) and we just changed the default browser and it worked.

8

Has anybody else this problem? Is it only a my problem?

9

Hi noghere,

 

sorry for not replying sooner. Our team is looking into this problem. If anyone else is seeing it too, please see my above questions, and reply with that information as well. Every bit of info helps us. Thanks.

10

Hi noghere,

I can run the Facebook scan as described above.  If I am logged into FB - the scan starts immediately. If I am not logged into FB, I get the log-in screen (of course with my log-in already filled in by ID Safe).  Once logged in, the scan runs as advertised.

 

Win 7 64 bit, IE 9, NIS 20.1.1.2

 

11
yank wrote:

Hi noghere,

I can run the Facebook scan as described above.  If I am logged into FB - the scan starts immediately. If I am not logged into FB, I get the log-in screen (of course with my log-in already filled in by ID Safe).  Once logged in, the scan runs as advertised.

 

Win 7 64 bit, IE 9, NIS 20.1.1.2

 

If I've understood, once you logged to FF, the scan runs fine and you don't get the warning I get.

12
Tony_Weiss wrote:

Hi noghere,

 

sorry for not replying sooner. Our team is looking into this problem. If anyone else is seeing it too, please see my above questions, and reply with that information as well. Every bit of info helps us. Thanks.

Hi Tony,

 

Could you reproduce the issue?

 

Thanks.

13
noghere wrote:
yank wrote:

Hi noghere,

I can run the Facebook scan as described above.  If I am logged into FB - the scan starts immediately. If I am not logged into FB, I get the log-in screen (of course with my log-in already filled in by ID Safe).  Once logged in, the scan runs as advertised.

 

Win 7 64 bit, IE 9, NIS 20.1.1.2

 

If I've understood, once you logged to FF, the scan runs fine and you don't get the warning I get.

Yes - logged into Facebook - all runs fine.  If not logged in - given the opportunity to do so and then runs fine after logged-in.  I never see any warning!

14
yank wrote:
Yes - logged into Facebook - all runs fine.  If not logged in - given the opportunity to do so and then runs fine after logged-in.  I never see any warning!

 

Maybe a language problem. What languages of NIS 20.1.1.2 and Win7 are you using?

15
noghere wrote:
yank wrote:
Yes - logged into Facebook - all runs fine.  If not logged in - given the opportunity to do so and then runs fine after logged-in.  I never see any warning!

 

Maybe a language problem. What languages of NIS 20.1.1.2 and Win7 are you using?

English

16

Hi noghere,

 

I've sent you an email with some follow-up questions. Please let me know if you're able to perform this extra testing. Thanks.

17

Hi Tony,

I've tried the first two steps: same problem. In order to the step 3, I get the same issue using my two computers (XP and Win7) and using FF 15.0.1, IE8 and IE9: I think it is not an addons browser problem. I've also tried to remove from my account the Norton Safe Web app and then to reinstall it: the reinstall worked fine, but I got the same problem.

 Anyway I found (I hope so) what is the problem:

 

My FF account was setted to receive the access advice via email if any computer try to login into the account and, after the access OK, I was getting the FF warning (Norton Safe Web is under construction. Please, try later). I disabled the FF account access advice and now the Facebook scan works fine also via main NIS window.


Please try to reproduce the issue activating the FF account access advice in FF Account Protection Settings. Let me know, please. Thanks in advance,

   

18

Hi Tony,

 

FIXED !

 

Thank you very much. Special thanks also to the Norton Team.

19

That's good news noghere, any chance of you sharing the solution with all of us??

20
yank wrote:

That's good news noghere, any chance of you sharing the solution with all of us??

Norton Lab team fixed drectly that issue.