Notification popups not visible using remote control software

[AllanP]

Issue abstract: Popups not visible on remote desktop

Detailed description: I use VNC to assist several people when they have problems with their computer. But now there is a problem with this newer GUI of Norton 360 and its popup messages (like the quick scan results, etc.) When I remote into a desktop that has a popup on the users screen, I cannot see it nor can I click on anything in the lower right corner of that persons desktop because the popup is blocking it even though I can’t see the popup.

It would be nice for me to be able to see the popup as the person who is asking me a question about it is elderly and doesn’t explain fully what he is looking at.

I have tried Microsoft’s Quick Assist as well and it does the same thing, i.e. the popup is invisible on the remote machine.

Why is it invisible, and what can be done about it to make it visible?

Product & version number: Norton 360 25.4.10068 (build 25.4.10068.0)

OS details: Windows 11

[JoNuage]

Hi,

did you find a solution ?

I have the same problem with rustdesk

[AllanP]

No solution. Though their popups seem to be coming far less often than they used to, so hasn’t been as much of a problem.

[SoulAsylum]

@AllanP @JoNuage Are you BOTH on the latest version of Norton and are the client devices also? I’m wondering why no one Norton has stepped into this thread long before now.

I can only “guess” that Norton doesn’t want to allow remote viewing the ability to screenshot or review personal information, either for security sake, legal liabilities or maybe both. Because I do not work for Norton, I don’t have access to that information. However I WILL escalate this thread to our Admins who then can ensure the appropriate Norton team gets the issue for a resolution.

I am also going to add the link to the opening post of this thread to a thread in the Norton 360 area where issues are tracked. Norton is very active in that thread too. Those links will appear as links in the lower part of the original post in this thread.

SA

[JoNuage]

Hi,

i have the version 25.12.10659 of Norton.
1.4.4 of Rustdesk
The problem started a few months ago. Whenever I get a security pop-up, it remains invisible on remote connections.
I tried Teamviewer (last version) today, but the problem remains the same.
Furthermore, when a special promotion window pops up (despite having disabled these notifications…), it is clearly visible but impossible to close.
In my case, this is a major hindrance because I travel a lot for work and need often to connect to my personal computer remotely.
When a Norton window blocks like this, I can’t do anything for a few days until I get home.

[New_Style_xd]

JoNuage, the problem you described is known and is related to how Norton displays alerts in “secure layers” of Windows, which are not captured by remote access software (RustDesk, TeamViewer, AnyDesk, etc.).

I will explain why it happens and then how to solve it permanently, keeping in mind your scenario of frequent travel.

WHAT’S HAPPENING (in simple language)

Norton uses three mechanisms that cause exactly these symptoms:

Secure Desktop / Isolated Desktop

Norton security alerts are displayed in a protected Windows session

This session is not transmitted via remote access

Result:

You don’t see the alert

Windows is locked awaiting action

The remote connection becomes unusable

Alert mode requiring local interaction

Even with promotional notifications “disabled,” Norton:

Still displays critical warnings and internal campaigns

Some of them don’t have a functional remote access button

The window appears, but cannot be closed

Poor compatibility with remote access (2024–2025)

Since versions 25.x:

Norton has worsened compatibility with:

RustDesk

TeamViewer

AnyDesk

This is not a RustDesk or TeamViewer fault

DEFINITIVE SOLUTION (Recommended for those accessing remotely)

STEP 1 — Disable Norton’s “Secure Desktop Mode”

Open Norton

Go to Settings

Administrative Settings

Look for:

Secure Mode

Secure Desktop

Visual Tamper Protection

Disable this option

Restart your PC

This does not disable the antivirus, it only prevents alerts from being displayed outside of the remote session.

STEP 2 — Completely silence alerts and promotions

Norton → Settings

Administrative Settings

Set to:

Silent Mode: Enabled

Duration: Always

Go to Notification Settings

Disable:

Special alerts

Offers

Marketing alerts

Product messages

STEP 3 — Create rules in the Norton Firewall (IMPORTANT)

This prevents Norton from trying to “interrupt” the remote session.

Norton → Firewall

Program Control

Locate:

RustDesk.exe

TeamViewer.exe

For both:

Permission: Allow

Trusted

STEP 4 — Avoid blocking by automatic updates

Norton updates can also generate invisible alerts.

Settings → Updates

Setting:

Automatic updates: Only when the computer is active

Automatic restart: Disabled

SAFER SOLUTION FOR FREQUENT TRAVELERS (honest recommendation)

If remote access is critical for you, seriously consider one of these options:

Option A — Replace Norton

Antivirus programs that don’t cause this problem:

Bitdefender

ESET

Microsoft Defender (Windows default)

Defender + a good firewall works perfectly with RustDesk and TeamViewer.

Option B — Keep Norton, but use contingency mode

Enable automatic startup of RustDesk as a service

Configure automatic Windows login

This way, even if something crashes the interface, you can still access it

IMPORTANT (this explains the “I’m without access for days”)

While Norton is:

Displaying alerts on an isolated desktop

Requiring local interaction

No remote access will work, regardless of the software used.

This is not your fault or a RustDesk misconfiguration.

[SoulAsylum]

@New_Style_xd Please post a screenshot of where you are seeing “Administrative Settings” appear in your Norton 360 UI. I’m not seeing those with the current version release.

SA

[JoNuage]

Thx you for your reply but I don’t find the menu :

Administrative Settings
Look for:
Secure Mode
Secure Desktop
Visual Tamper Protection
Disable this option

[New_Style_xd]

Apologies for the old version that doesn’t exist anymore.
Apologies for not being able to help with this problem.

[Lavra]

In the new version, I found that if you search for the word "remote”, the first thing that comes up is a menu under “intrusion prevention” >>Block Remote Desktop. When you click on that I didn’t know where to go from there, but I went straight to connection attempts and found that the IP address I have been trying to access this computer from remotely, was listed under the blocked IP addresses. It was the only IP address listed, so it was easy for me to find. I took a snapshot of it because Norton does not allow you to copy and paste the IP address and then I added it to the exclusions list. I restarted the computer but that didn’t work. As soon as I restarted a pop-up from Norton was there telling me that I was connected to a new network. I went to my other laptop which I was remotely connected via and still I cannot see the notification nor can I access the computer. If anyone has any recommendations as to what any of the settings in this menu or any other menu should be, it would be greatly appreciated!

[AllanP]

Thanks for the tip. Good to know.

Unfortunately, that is not the problem that I posted. The problem I had is that when you remote into another pc, if that remote pc happens to have a Norton popup in the bottom right corner above the systenm tray, you cannot see the popup on your pc. You don’t know it is there, and it affects your access to things that may be in the lower right of the screen of the remote pc (like icons, or the scroll bar of chrome or any other program).

[Lavra]

You may have seen my post before I was finished. Trying to use my phone is next to impossible for this! Anyhow, I am experiencing the same issue, BUT I can’t do anything on the computer I’m accessing remotely… meaning that even on areas of the screen that are not block by the popup, that I can’t see remotely, I am unable to click, type, etc. Luckily, I am currently in the office with both laptops, so I can experiment, but I don’t know where to go from here. I can’t believe Norton hasn’t addressed this yet!

BTW, I’m using Parsec for remote access.

Also, I just realized it’s not just popups that prevent the remote access, it’s even if Norton Antivirus is open! I left NAV open to return to my laptop to edit this post and even though I had closed the popup about the Network change, I still have no remote access!

[AllanP]

One thing I have found is that Norton 360 will sometime change the “status” of the wireless network from private to public. When it’s public, it enforces stricter access rules. For example, you won’t be able to ping the other computer. So if you are on your own private network and trust it, open Norton and go to Settings→Smart Firewall. Click on the Network tab, find your network name in the recent networks list and switch it from Public to Private. You should now be able to ping the machine and also take remote control of it. See below (I blanked out the network names).

[Rob_Janis]

i found that when I disabled the “Hide Pop-ups from screen captures” in the notification settings I am able to see the Norton Popups again during my VNC connection

[AllanP]

Interesting. I’ll give it a try and report back. Thanks for the info.

[SoulAsylum]

New version just updated a bit ago my side, I’m seeing settings that changed from the last screenshot I made of this settings area. Thanks for the post. Keep us updated with final results.

SA