Norton Insight Network status shows as offline

Insight_offline.PNGWhy the issue with the Insight Network being offline regulary is not fixed yet . Recently very often I see the Insight is OFFLINE. This leads to problems with Download Insight - Good files are reported with Yellow (Need attention) when the Insight Network is Offline.

At the moment of writing , it is OFFLINE again . Just a few minutes ago it was ONLINE

 

<<Edit: Subject edited for clarity>>


PapauZ wrote:

Can you post please the exact version number of Norton Internet Seurity (main window -> Help & Support -> About menu, it will be in this form: xx.xx.xx.xxx), the Windows version you use (service pack info too, if there's any), and what type of Internet connection (DSL/modem/LAN/etc.)?


I use Norton Antivirus 2010 17.5.0.127 Windows 7 Home Premium LAN connection to my ISP + a router on my end Yesterday I investigated and I think I found the reason . I upgraded my router's firmware , disabled the DHCP on the router , even removed the router and got a direct connection to the ISP . Nothing new .

 

Then I flushed DNS , stopped the "DNS client" service thinking this might help (probably some faulty DNS requests) . Nothing .

 

Ran Windows networki diagnostic multiple times through the day - Windows report OK

 

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And finally :  I use a laptop - DELL . When not used , it goes to Sleep mode (known as Stand-by in XP) . Just after it recovers from Stand-by , there is active internet connection (I can open any web-page , run Live Update , download a Norton program) but Insight is OFFLINE . Only Insight . It takes 3-5 minutes after the computer has woken up for Insight Network to start working again. Another things - if I disable "Sleep" (a.k.a Stand-by) and the computer has been turned on for let's say more than 30 minutes (but is idle) , Insight Network might still be OFFLINE and again it takes about 5 minutes for it to wake-up

 

Any ideas ?

Can you check the Windows Firewall or the firewall you use? Maybe the Norton process (ccsvchst.exe) has not been fully allowed. I would check first that, and modify the firewall to add full access to the Norton processes.

 

Try that, and let us know the results.

I am still digging into this because it still happens here . I have narrowed it down to be an issue which happens on Windows 7 only. Doesn’t happen on computers running Windows XP and it is not related to the ISP because I tried multiple local ISPs. Happens even with Windows Firewall disabled for all kind of networks. I can replicate the issue with clean Windows 7 installation (1-Install Windows 7 , 2-run Windows Update , install all updates and reboot , 3- Install NAV 2010 (17.5) and start using it) I If the computer has been idle for some time , it is has been asleep , Insight will be OFFLINE. I would again like to ask someone from Symantec or someone who is aware of the things to try to replicate it and keep a close eye on this . Use laptop with Windows 7 - up-to-date with Windows and MS updates , always on connection.

Insight_offline.PNGWhy the issue with the Insight Network being offline regulary is not fixed yet . Recently very often I see the Insight is OFFLINE. This leads to problems with Download Insight - Good files are reported with Yellow (Need attention) when the Insight Network is Offline.

At the moment of writing , it is OFFLINE again . Just a few minutes ago it was ONLINE

 

<<Edit: Subject edited for clarity>>

Does the same happens right after you boot your PC up?

And if you send the PC to sleep mode, and after some minutes wake it up, do the same happens?

 

Let us know the results.

 

 

 

 

PS: if the same happens after booting (I will check it too), maybe it is how the program was designed, and insight only starts after a little delay...

Hello again!

 

I am sorry for the delay . I had some serious healthy issues . Anyway , back in the game :-)

 

Does the same happens right after you boot your PC up?

 

No , it doesn't. My computer boots fast , connects to the Internet fast and the issue is not happening.

 

And if you send the PC to sleep mode, and after some minutes wake it up, do the same happens?

 

Yes , it does . But it can't be designed that way because on Windows XP computer it is online again .

 

As I said it happens if the computer has been working for some time , let's say for about an hour I have been making a presentation in PowerPoint or have been working in Word . It also happens if the machine has been idle or as you say "asleep". Only on Windows 7.

For example , I have watched videos in YouTube for the last 30 minutes . I just checked Norton and here it is :

 

offline.PNG

What happens if you connect the laptop directly to the internet?

 

Is your Windows Firewall disabled (Norton should disable it by default).

 

Did you tried using the default settings on your router? And what router is this (type and model, wifi/normal)?

First , thank you for your cooperation and answers ! I appreaciate it !

 


PapauZ wrote:

What happens if you connect the laptop directly to the internet?

 

Is your Windows Firewall disabled (Norton should disable it by default).

 

Did you tried using the default settings on your router? And what router is this (type and model, wifi/normal)?


Nothing different happens if I connect directly , the same .

Windows Firewall is enabled because I use Norton Antivirus (2010 - build 17.5) I use default Windows Firewall settings .

 

My router uses default settings except that I have disabled DHCP and turned the IPs to static (my laptop runs with statis IP 192.168.1.2) . The router is Netgear RP614 version 4 with the very latest firmware.

 

I have opened a case with Norton Support . They have done a few small things and it is working so far (about 2 hours have passed since they made the changes) . The changes were : Resetted Winsock (netsh winsock reset) , reinstall Norton AV using build 17.0.0.136 (however LiveUpdate upgraded it to 17.5 and it is now again 17.5) and changed this settings (unchecked "Automatically detect ...") I am not behind proxy anyway.

 

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I hope it will work . If it doesn't , the support representative told me to contact them again and ask for Supervisor.

 

Since earlier installer (build) was used , I suspect there is something wrong with 17.5 ...

Most likely the Proxy setting and the winsock reset fixed the problem and would have fixed the orginal installation.  You have the same files now as you did when you installed from 17.5 build.  Glad your problem is corrected; let us know if you need anything else.

So far it is working normally. It must have been the Proxy setting in Norton because I have just reinstalled Windows before that and have tried in the past with clean Windows installations .

Anyway , I am going to monitor it closely for  some time and if it is OK , I will report the case solved.

 

Thanks everybody who replied !

It has been more than 24 hours and Insight Network hasn’t been Offline even for a minutes . This has never been in the last months :slight_smile: I think my problem finally got fixed . Thank you Papauz for the cooperation!!!


3play wrote:
It has been more than 24 hours and Insight Network hasn't been Offline even for a minutes . This has never been in the last months :-) I think my problem finally got fixed . Thank you Papauz for the cooperation!!!

Your welcome ;). I would never tought that the proxy setting can solve it, thank god we have really good Support guys they can think these out. And I hope now it will stay as now.

I had the same problem and all it took to resolve was to uncheck all the proxy settings. In my case, Automatic Configuration options were already unchecked, but under Proxy Settings, there was a check next to Use a Proxy Server and it was using 127.0.0.0 After unchecking Use a Proxy Server, Norton Insight Network was immediately online and working.