Norton Safety Minder BHO hangs in IE9

Archive
1

Hi,

 

I am finding that IE9 hangs frequently for up to 30 seconds when opening webpages.  Every now and then I get a message from IE9 inviting me to disable add ons to speed up web browsing.  There are 3 add ons listed, Norton Safety Minder BHO with a time of anywhere between 1 and 3 seconds and another 2 which have a time of 0 seconds.  It seems that NSM BHO is what might be causing my problem.

 

Is there anything I can do about this?

 

Thanks

2

Hi paulym,

 

What security product(s) and version(s) do you have on the PC?

 

 

Thanks,

Katie

 

3

Hi Katie,

 

I have only Norton Internet Security (version 18.7.1.3) running with Norton Safety Minder activated as part of that suite.  No other security programs (including the various Windows 7 programs) are running.

 

Thanks,

 

Paul

4

Hi paulym,

 

Can you please uninstall/reinstall Norton Safety Minder on the PC to see if it helps?  Since all the settings are saved on the NOF severs, so you don't need to reset the house rules after reinstalling the program.

 

 

Thanks,

Katie

5

Hi Katie,

 

No improvement I'm afraid (see attached screenshot).

 Trade 2012-04-29 20.5801.jpg

Also, after reinstalling I got many notifications saying "NSM requires a restart" in quick succession (ie I only used PC for 5 mins after last restart when the message came up again, even one time before I'd opened IE9 following the restart).  See second attachment.  I've been going for 30 mins since last restart now and no message yet, so maybe that's over now.

 Trade 2012-04-29 18.4801.jpg

Thanks,

 

Paul

 

 

6

Update - The "NSM requires a restart" messages hadn't gone away after all...

7

Hi paulym,

 

1  Please let us know what version of Norton Safety Minder is on the PC.  You can determine this by clicking on the Norton Safety Minder icon in the System tray and selecting About Norton Safety Minder.

 

2. Does it happen in Firefox 11?

 

 

Thanks,

Katie 

8

Hi Katie,

 

Version is 2.3.0.17.

 

I don't use Firefox, so I don't know if it happens in it.  But I'm still getting the "requires a restart" message even with no browser open or even having been opened since the last reboot.

 

Paul

9

paulym,

 

The latest Norton Safety Minder is 2.3.0.19.  If you don't have the latest, can you please download it from the Norton Online Family main page to see if it makes any difference?

 

Do you have Adobe Acrobat Reader 10.1.3 installed on the PC?

http://community.norton.com/t5/Norton-Online-Family/Bug-PDF-Helper-NOF-Major-Browsing-Delays/td-p/706707

 

Thanks,

Katie

 

10

Hi Katie,

 

Another new problem I'm afraid.

 

Tried to install the newer version, but it told me that I was trying to install an older version than I already had.  Tried to uninstall the program (using the uninstall option under NSM in the start menu).  Nothing seemed to happen, though when I rebooted and tried again, when I clicked on uninstall in the start menu the system told me that this link (ie to the uninstall program) was to a file that no longer existed.  So I assume that it had indeed uninstalled.

 

Then I went to the Norton Online Family main page to install the latest version as you suggested.  It gets as far as the screen shot below, but then no further progress.  I have left it for 2 hours and it gets nowhere.

 

Is there any way I can just clean my system of all NSM files and start with a clean slate?

 

Incidentally, I did have Acrobat Reader 10.1.3, but I have uninstalled it now.  When I get NSM back up and running I'll be able to see whether this works.

 

Thanks for all your help on this.

 

Paul

 

Trade 2012-05-02 11.5401.jpg

 

 

 

 

 

11

Hi paulym,

 

Please try the steps in the post below to see if help to reinstall Norton Safety Minder on the PC.

 

http://community.norton.com/t5/Norton-Online-Family/Norton-Safety-Minder-is-not-getting-installed/m-p/624989#M8965

 

 

 

Thanks,

Katie

12

Hi Katie,

 

It wasn't a smooth process, but I did eventually manage to clean up all the old files and install the current NSM version 2.3.0.19.

 

Sadly I don't think it has cured the original issue - I'm still getting frequent delays when opening webpages.  Any further ideas?

 

Thanks,

 

Paul

13

paulym,

 

I'm glad you were able to install the latest Norton Safety Minder on the PC.   Since you have the latest version,  I don' think you will get the restarting the PC message anymore.

 

What Operating System is running on the PC?

 

Just for testing purpose, what happens if you disable Norton Safety Minder add-on.  Does it actually speed up browsing?

 

 

Thanks,

Katie

 

14

Katie,

 

No restart message anymore.

 

I'm using Windows 7.

 

I'll disable NSM and let you know how I get on.

 

Thanks,

 

Paul

15

paulym,

 

 

Thanks for the update.  I know it's very possible that you didn't notice that, but by any chance,  do  you know which version of Norton Safety Minder you had, then you started experiencing the issue on Norton Safety Minder 2.3.0.18, or Norton Safety Minder 2.3.0.19 or prior to both versions?

 

 

Thanks,

Katie

16

Hi Katie,

 

Sorry, I didn't notice what the version was when I started suffering the problem.

 

Feedback after having surfed with NSM turned off for a couple of days is that browsing is much faster, no hanging at all and no messages from IE9 inviting me to speed up browsing by disabling addons.  Looks like it is definitely NSM that is causing the issue.

 

Paul

17

paulym,

 

Thanks for the reply.  The team is checking into the issue.

 

 

Thanks,

Katie

18

Hi Katie,

 

Still suffering from the problem.  Is there any news?

 

Thanks,

 

Paul

19

paulym,

 

The team is working on the issue actively.   As soon as I get an update, I"ll post it in the thread.

 

Thanks for your patience.

 

 

Thanks,

Katie