Norton Family and Firefox 24.0

Archive
41

Hi bplanders,

 

1.  The "security products" I mentioned in my previous post was referring to the products like Norton 360 or any other security products in the market.  Please let me know.

 

2. Are  you able to reproduce the internet connectivity issue consistently?  if so, I'll be glad to set up a remote session with you to check into the issue further.

 

 

Thanks,

Katie

42

Hi Hammer_Bro,

 

Thanks for the feedback.  I"ve worked with users with internet connectivity issue, but they are not able to reproduce the issue while I'm on the remotes session with them.  If you have the latest Norton Family 2.9.0.26 installed on the machine and are able to reproduce the issue, I'll be glad to setup a remote session, so we can check into the issue further.

 

 

Thanks,

Katie

43

Hi ajramsayjaneway,

 

The latest Norton Family 2.9.0.26 should be installed on your machine automatically (you should receive an message on the screen asking you to reboot the machine). 

 

If you haven't received the message yet, we are working on the release that allows users to download the latest version 2.9.0.26 on the machine manually from the Norton Family website.

 

 

Thanks,

Katie

44

Uh oh, uh oh!  The lovely Ms. Qiu responded to me….  That means I get anouther opportunity to confess my feelings and ask for her hand in marriage, LOL!  :catvery-happy:

 

Courted by numerous suitors, the stunning Ms. Qiu is the envy of all her co-workers.  In 2008, a meager year prior to joining this forum, she won the coveted Miss Philippines Earth title.  With sage intelligence and ravishing beauty, only time and her boundless imagination will tell what the future holds….      

 

To be honest, I think if it was anybody else, I wouldn’t care….  But, for you, even though I am exhausted from dealing with other computer frustrations, I will do my best to provide more information on this issue. 

 

Tonight, I can attest to the fact that I did not receive a prompt to install the latest Norton Family version - - even with a re-start.  Therefore, I still had to deal with the problematic version (2.9.0.21). 

 

I have a good idea of why (when you were working with people’s systems remotely) the symptoms could not be replicated.  It is because the Internet portal was actively engaged.  When I had remotely connected with a Norton/Symantec representative (sometime back) he could not see it either….  He was (at that time) lending preponderance to placing blame on Add-ons inherent with the N360 programme.  However, I systematically went through (one painstakingly at a time) and discovered that the issue (really) resided with Norton Family and only if the computer was “woken up” (so to speak) from a significant sleep time.  For example, if the computer was placed in sleep mode for say, one to two minutes, then woken up, everything was still fine.  Internet would connect.  However, if say the computer was in sleep mode for a longer duration of say 30 minutes, then woken up, that is when hanging Internet was evidenced.  And, I highly doubt, that in your remote sessions, you were able to wait 30 minutes with the customer for their computer to be taken out of sleep mode to test such a theory.  Yes, at least in my case, duration was key to this issue with respect to NOF version 2.9.0.21. 

 

As a matter of fact, I tested the theory again i.e., computer being asleep for a longer duration, then woken up, and Internet hung, NOF had to be un-installed in Safe Mode with Networking.  Keep in mind with this most recent testing, before I un-installed NOF on this system for the second time, and before the computer went to the longer duration of sleep, the Internet was working and I thought a key distinction was disabling NOF’s Browser Helper Object (BHO) in IE 10, because, initially, I did that, and it looked like things were fine.  For example, Internet connected and I was still able to upload an attachment in G-Mail.  I thought NOF’s BHO was the culprit and by keeping that “at bay” (so to speak) everything would be fine; my only concern (at that time) was, with that component disabled, would adult-oriented sites still be blocked?  The victory was short-lived, however.  Again, after the system was woken up from a sleep duration in the range of 30 minutes, even though I told IE 10 to not enable NOF’s BHO when prompted, the Internet hung!  This would then indicate, that regardless of NOF’s BHO, the mere presence of the Norton Family programme (2.9.0.21) is enough to quash Internet connectivity on a system after being woken up from a significant sleep duration. 

 

 

Love,

 

H.B.     

45

Katie,

 

1. I have Norton Internet Security 2013 (Norton Internet Security version 20.4.0.40) installed - that's the only security product.

 

2. I can reproduce it every time.  I can do a remote session if I happen to be online when you are.

 

Brian

46

Hi bplanders,

 

I've sent you a private message.  Please check it when you get a chance.

 

 

Thanks,

Katie

47

Hi Hammer_Bro,

 

Thank you very much for the update.  I've sent the steps to recreate the issue to the Norton Family team for further investigation.

 

 

Thanks,

Katie

48

Hi Ms. Qiu,

 

Thank you so much for passing the information along.  Sorry if I angered you with the section of my post that said you won the Miss Philippines contest.  The funny thing is, if you had entered, you probably would have won!  More importantly, with the manner in which you personally handle everyone’s concerns, I can tell that you have an inner beauty that far surpasses any superficial outer beauty.

 

Sincerely,

 

H.B.   

49

Katie,

 

Yesterday I tried installing NF and letting it stay and waiting for LiveUpdate to install 2.9.0.26.  As I waited -- and it never automatically installed, even when I ran LiveUpdate manually -- my computer got more and more unruly.  It was slowing down and I'm not sure exactly what was happening, but I just didn't want to spend the time to figure it out.  After I uninstalled NF, things went back to normal.

 

So I'll wait until I can install 2.9.0.26 directly, because running with 2.9.0.21 is a mess and it never automatically updates.  I have another computer that is on XP and it has automatically updated.  I haven't tried using Firefox on that computer, but I'll let you know.

50

Hi ajramsayjaneway,

 

Thanks for the update.  The Norton Family team is working the update that allows users to download the latest version manually from the Norton Family website.  

 

 

Thanks,

Katie

51

I am having the same trouble as others have described here.  I have .26 version of NOF but still haveing problems.  I tried using IE instead of Firefox but similar issues occur with that browser.  Pleaes get this fixed ASAP. 

52

Hi whoffmanz,

 

I'll be glad to setup a remote session with you.  If you are interested in having one with me, please send me a private message in the forum for details.

 

 

Thanks,

Katie

53

Hi,

 

The Norton Family team has released an update 2.9.5.9 via Automatic LiveUpdate.  We believe we have corrected the internet connectivity issue.  You will be asked to reboot your machine when the update is available to your machine via the LiveUpdate.  Please retest and let us know if you are still experiencing the issue.

 

 

 

Thanks for your patience,

 

The Norton Family Team

 

54

That did the trick, thanks!  Today was the first day I was able to try this fix and now I can close Firefox 24 without any trouble.

55

Hi ajramsayjaneway,

 

Thanks for the update.

 

 

Thanks,

Katie

 

56

Hi Sepe,

 

The latest version of Norton Family 2.9.0.21 supports Firefox 24.0.  Can you please reinstall Norton Family on the PC to see if you are still experiencing the issue.  If yes, please let me know and we will work together to resolve the issue.

 

 

Thanks,

Katie

 

57

Hi,

The latest version of Norton Family, 2.9.21, really supports Firefox 24.0, but on my Windows 7 laptop when you try to close firefox itself, using the FILE menu option and/or simply trying to close the window, it hangs EVERY TIME

 

Using perfmon, and right-clicking "analyze waiting chain" on the hanged process, NF.exe turns out to be the culprit

if you uninstall safety minder, or you successfully disable the extension within firefox, all returns to normal, and firefox closes flawlessly

 

reinstalling firefox and/or safety minder does not solve

 

hope you fix it soon

thanks

58

Hi gliver,

 

Thanks for the information.  I've reported this to the team for further investigation.   I will keep you updated as soon as I get any news on this.

 

 

Thanks,

Katie

59

Hi and thank you. I reistalled Norton Family, as you suggested, but without help. The problem is, the process "firefox.exe" starts (it shows in the task manager), but nothing else happens. The browser won't start properly. I tried to disable NF but the problem still remains. So I had to to uninstall NF again.

60

Hi Sepe,

 

Thanks for the update.  Our team is able to reproduce the issue and currently working on this.  I'll keep you posted.

 

 

Thanks,

Katie