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! 
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.
