Norton 360 having trouble with Dropbox web page

Norton 360 for Windows
1

Issue abstract: If I go to Dropbox web page I lose internet connection

Detailed description: If I go to the dropbox web page - literally loading the page nothing else - my internet connection on my PC fails, the network still works, but the internet is down.

The solution, I’ve discovered (after switching everything off and on - ie, PC and network) is to uninstall Norton360. Internet comes back. I reinstall Norton, all is fine - until I go back to Dropbox dot com. Same happens every time.

First time I had no idea what had happened, I was logging on to dropbox first time in months while Norton was updating. And after switching everything on and off didn’t work I wondered if the outage affected the Norton download, so I reinstalled Norton and everything worked.

Second time was a day later I was logging on to dropbox and the internet stopped (the page was taking an age to log on). First thing I did was uninstall Norton. Everything came back.

Third time I accidentally hit a link to Dropbox dot com, closed the page - and the internet was down. Uninstall/reinstall Norton and I decided to come here.

The browser is firefox, and if I can get around to it I will try other browsers.

Product & version number: Norton360 25.9.10453

OS details: Win 11 pro

What is the error message you are seeing? none

If you have any supporting screenshots, please add them: nope

2

Are you using the VPN function when you get this issue? Are you able to access other websites when the Dropbox does not load? If so, A VPN does not block or filter any web content. It is the website you are trying to access that is probably blocking access from known VPN IP addresses. This is done for copywrite, legal or political reasons. There is nothing a VPN provider can or should do to bypass the site’s protection for its content.

Here is a How to Geek article on this. Why Do Some Websites Block VPNs?

You can check with Dropbox Support to see if this might be what you are seeing.

3

Nope, No VPN. I find norton increasingly intrusive and attempt to keep it under control. So I only use the VPN occasionally.

And when I say no internet, that will mean, no, other sites don’t load.

There is no internet - firefox tells me it cant find the page. Outlook stares at me confused. OneDrive panics and tells me it can’t do anything.

I am by no means an expert, but I have been doing this a while, and not seen anything like it.

Another place suggested that the Dropbox site attempts to access a couple of ports associated with the dropbox app, and as they aren’t ‘usual’ ports could cause anti virus software to panic and shut the door.

Oh and its worth noting that 1/ this is happening to other users (not all Norton users) and 2/ while I’m not a daily dropbox user, I’ve used it a couple of times this year with no problems.

Spooky

C

4

Exactly the same issue here. It started last week and initially I thought it was a problem with my hardware/ethernet cable but it became clear after a while that every time I tried to access a dropbox link a client had sent me I could no longer browse the internet with all browsers (Edge, Chrome, Firefox) all saying they could not access any linked sites. The only way to resolve the problem for me was to reboot my machine - at that point normal service was resumed. I tried using the removal tool and completely reinstalling the product but the same thing happens. Eventually gave up using the Dropbox link but yesterday it started happening when I tried to access a Slack link. Strange thing is I can ping IP numbers and get a response but it looks like the DNS is broken until I restart. The Slack link is critical for me so I have had to uninstall Norton completely. With that done I get clean access to both Dropbox and Slack with no problems just relying on Defender. Super annoying. I glean from other forum posts there may be an incompatibility with either the latest Windows 11 Update or a Security Patch.

5

Very interesting, and thanks for taking the hit with the other browsers, I had, literally just sat at the pc to try out Edge and the Norton browser, and I saw you had replied. Dodged a bullet there.

Norton has just updated its ‘application updates’ (ie the second bit of the download sequence, and I’ve not updated windows), so very tentatively I’m leaning towards norton. But then, it has to be a call that the dropbox site is using, as that causes the lockup, so blaming Norton might be premature (especially as I believe Avast has the same problem), and I’m way too old to get stuck in on this.

Bring back Peter, he would know what to do!

C

6

I am experiencing the same issue on one computer but not the other. It only appears when visiting dropbox dot com in Firefox. This issue does not occur in other browsers.

Here’s what I’ve found:

  • Immediately on visiting the site, Norton 360 crashes and the dashboard refreshes after a second. Event Viewer logs Service Control Manger event 7031: The Norton Antivirus service terminated unexpectedly.
  • DNS is no longer working, although I am able to ping my router and 8.8.8.8.
  • Rebooting fixes the problem until I visit dropbox dot com in Firefox again.

I’m not certain why it happens on one computer and not the other. The hardware is obviously different, but it’s the same (latest) versions of applications on both. Norton browser extension is not installed, and it happens regardless of whether other extensions are running.

7

Similar issues here with Internet access being lost completely in browser and mail via Outlook (Dell XPS, Win 11, Firefox 143.0.3). Its also being reported on Reddit. DropBox app seems to be giving me the problem. Don’t know where the problem ultimately lies but I have blocked access to DropBox and DropBox Service in Norton 360 Smart Firewall Program Control as a temporary fix but obviously not a permanent solution.

8

I’m getting the same issues so are quite a few people. Firefox windows 11 and when I visit dropbox norton cuts the internet connection. Can someone at Norton sort this out? It’s not an issue on my mac.

There’s a reddit discussion dedicated to it. ‘Norton 360 having trouble with dropbox’

9

Do any of you have the Norton Secure Browser installed?

SA

10

This problem is still ongoing. Checked that Norton is Up to date, Tried Firefox (up to date), Chrome (up to date), and DuckDuckGo (don’t judge me :laughing:), all trigger the same issue. No dropbox app installed on this computer, ever. Problem starts when I click ANY dropbox link from many source. Funny enough, this does not happen on my laptop, which is running the exact same software; links open with no problems there. I tried switching to wireless, disabling Norton’s Intrusion Signatures & Remote Access Protection, Disabling/Enabling network adapter, Releasing/Renewing IP, Flushing/Registering DNS, Unplugging/Plugging network Cable, Disabling/Enabling the relevant port on my switch, and NOTHING brings back internet connection on this machine (other than a full system restart). I don’t know how Norton is handling the connection to this specific website or attempting to communicate with the app (which is not on my computer), but it sure as hell has caused me hours of lost productivity.

Running Windows 10 pro. Norton 360 Premium

Dropbox Triggering Norton RAP & IS
Dropbox Triggering Norton RAP & IS921×1176 59 KB

11

I’m having the same issue. Norton shows that intrusion detection was disabled, and remote access protection is disabled. I have no internet. Every time I click on a drop box link my internet goes down on all browsers.

image (1)
image (1)1335×825 57.8 KB

12

Same problem here, Norton Small Business, visiting dropbox[dot]com is killing the internet, resetting anything doesnt work only a reboot.

afbeelding
afbeelding882×381 19 KB

When can there be a solution?

13

Hi,
Thank you for reporting this issue. We have fixed it in Norton Security 25.10.10528 for Windows. Thank you.

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