Norton 360 Deepfake Protection prevents ChatGPT Windows Store app from starting

Norton 360 for Windows
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Issue abstract:
Norton 360 appears to interfere with the ChatGPT Windows Store app during startup. ChatGPT remains stuck loading and does not open normally while Norton Deepfake Protection is enabled.

Detailed description:
I am experiencing a compatibility issue between Norton 360 and the official ChatGPT Windows Store app.

When I start the ChatGPT app, it remains stuck on the loading/startup screen and does not display the application normally.

I found two workarounds that consistently allow ChatGPT to start:

  1. Terminate the process:

codex-windows-sandbox-service.exe

After terminating this process, ChatGPT starts successfully.

OR

  1. Disable Norton Deepfake Protection.

When Deepfake Protection is turned off, ChatGPT starts and works normally without the issue.

If Deepfake Protection is enabled again, the startup/loading problem returns.

The ChatGPT app identifies itself as:

  • ChatGPT for Windows

  • Powered by Codex & OWL

  • Version: 26.930.31730

  • Release date: October 3, 2026

This appears to be an interaction between Norton Deepfake Protection and the sandbox/service used by the ChatGPT Windows application, specifically codex-windows-sandbox-service.exe.

There is no obvious Norton warning or detection message shown when the problem occurs. The ChatGPT application simply remains loading and does not finish starting.

Could Norton please investigate whether Deepfake Protection is incorrectly intercepting, scanning, blocking, or otherwise interfering with codex-windows-sandbox-service.exe or another component used by the ChatGPT Windows Store app?

It would be helpful if this could be corrected so that Deepfake Protection can remain enabled while using ChatGPT normally.

Steps to reproduce:

  1. Enable Norton 360 Deepfake Protection.

  2. Make sure Auto-scan on supported sites is enabled.

  3. Start the ChatGPT Windows Store app.

  4. ChatGPT remains stuck loading and does not open normally.

  5. Terminate codex-windows-sandbox-service.exe and start ChatGPT again — the application starts.

  6. Alternatively, disable Norton Deepfake Protection — ChatGPT starts and works normally.

Expected behavior:
ChatGPT should start normally while Norton Deepfake Protection remains enabled.

Actual behavior:
ChatGPT remains stuck loading unless Deepfake Protection is disabled or codex-windows-sandbox-service.exe is terminated.

Product & version number:
Norton 360

  • Program version (AV module): 26.9.11171 (build 26.9.11171.0)

  • Installer version: 26.9.11503.0

  • UI version: 1.0.153

  • LiveUpdate channel: Traditional

OS details:
Windows 11 64-bit

What is the error message you are seeing?
There is no specific error message. The ChatGPT Windows Store app remains stuck loading and does not display the application interface.

The issue disappears when Norton Deepfake Protection is disabled or when codex-windows-sandbox-service.exe is terminated.

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1 Like
2

Hello @DustMystery
Did you documented/reported via Norton support?
Did you record performance issue &or enable/send debug logs?
We’ll try to call attention:

Caveat: my machine does not support Deepfake Protection

Norton 360 dashboard dynamically alters itself and hides the Deepfake Protection toggles entirely if the host computer falls beneath its automated hardware criteria.
Official Norton Support documentation states that the system will automatically install and enable the interface controls only on AI PCs and high-performance non-AI PCs.

Learn more about how Norton Deepfake Protection detects AI-generated voices and audio scams in a video