Problems with NIS 2010 - web browsing and streaming video

Norton Security | Norton Internet Security
1

I recently updated from NIS 2009 (no issues at all) to 2010 and ever since,  I've had problems with YouTube and other streaming videos pausing/buffering constantly.  Also,  frequently now, while browsing, pages will load so slowly that they'll time-out if I don't hit refresh a few times.  I usually use Firefox, but tried Safari and had the same problems. 

 

My config:

32-bit Vista Home Premium, SP1, updates current as of a few days ago

2.00 ghz dual-core CPU

 4gb ram

10gb free drive space

 

In NIS, I turned off the Antispyware option since I have Malwarebytes running and wanted to make sure they weren't conflicting.  Also verified that Defender & Windows Firewall are off.   I turned the Insight option off to see if that made any difference, but it didn't help.

 

Any ideas what could be causing the problems?

 

TIA!

 

 

2

I suggest you to add your browsers to program control list (if not added), and allow them. You can find the steps in the following document:

 

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20090928001414EN

 

Let us know the result.

 

Vineeth-- 

3
Vineeth wrote:

I suggest you to add your browsers to program control list (if not added), and allow them. You can find the steps in the following document:

 

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20090928001414EN

 

Let us know the result.

 

Vineeth-- 

Hi, thanks for the suggestion.  I checked my settings and both browsers were set to 'Auto', but changed Firefox to 'Allow' just in case there are any differences between those two options.  Will see if there's any change as I go through the day.  The 'slow loading' doesn't happen constantly, but is frequent throughout the day/night.  

 

 

4

You might want to check in the browser settings as well.  There is a setting in FF, which I use that tells Firefox to allow your antivirus to scan in the browser.  There may be some confusion if FF recognizes Norton as your antivirus, but the auto-protect is turned off.

 

Also, the Malwarebytes forum information is that MBAM is not considered to be a system antivirus product in the same category as a full antivirus suite.  You would be better to disable the real-time scanning in MBAM and use it for a cross-check, instead of turning off Norton auto-protect.  Too many features are interconnected in a suite, to shut some of them down.

5

Hi carlotta

 

I think the problem may be that you have the paid version of Malwarebytes installed. Even if part of NIS is disabled, I think there would still be a conflict between the drivers that are installed for both programs. I noticed when the free version of malwarebytes is updated, it makes many changes to your computer. I am sure when you have the paid version, there are many more changes made. Since NIS 2010 is a stronger program than NIS 2009 was, there are many things that are installed with NIS 2010. There may not have been any conflicts between NIS 2009 and the paid version of Malwarebytes that you could see, but I'm sure that your problems are now most likely being caused by having the paid version installed when you were having the NIS 2010 installed. Even with parts disabled from either program, those drivers were still installed.

6

Hi all, thanks for the replies!  I'll disable Malwarebytes and then re-enable the NIS module and will ride that for awhile to see how it goes.  I'll post again later or tomorrow, thanks again.

 

 

 

 

7

I never got the Youtube problem resolved, even after stopping Malwarebytes from running.  (btw...I had both products running simultaneously on NIS 2009 for almost a year with no conflicts.)  I just gave up and started downloading videos instead.   I'm still getting the browser hangs too, which never happened before either.

 

Now I have the problem of the icon disappearing from the system tray and can't get NIS to restart after rebooting numerous times.  I thought I'd try and re-install from the CD - I get a splash screen that says 'initializing' and then it disappears and nothing happens.   I don't know if I got the 17.5 update (didn't get a reboot msg, but the system was powered off yesterday) and can't start NIS to check.  I've been reading the various threads here and don't see the CCsvchost processes running either. 

 

I am SO DISAPPOINTED in the 2010 version and I don't have the time to do a bunch of troubleshooting.  The performance is horrid and there are too many miscellaneous problems with no resolutions.  I don't want to uninstall and reinstall because I'd lose all my Identity Safe data, right?  

 

I haven't tried this yet, but can I re-install 2009 and use the product key for 2010 (retail pkg)?  

 

 

 

 

 

 

 

 

 

8

Hi carlotta,

 

I think the best option would be to uninstall/reinstall NIS2010.  The problems you are having could be the result of a bad installation, which can certainly happen if another program's realtime protection hampers parts of the installation operation.  You can preserve your Identity Safe data by backing it up first and restoring it later by following the instructions posted here:

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20090821144746EN&ln=en_US

9

 

SendOfJive wrote:

Hi carlotta,

 

I think the best option would be to uninstall/reinstall NIS2010.  The problems you are having could be the result of a bad installation, which can certainly happen if another program's realtime protection hampers parts of the installation operation.  You can preserve your Identity Safe data by backing it up first and restoring it later by following the instructions posted here:

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&docurl=20090821144746EN&ln=en_US

 

 

Hi, thanks for the quick reply & suggestion, but it says I have to start NIS to back up the data and I can't even start it from the .exe.  (it's good to know that it can be backed up though in case I decide to keep NIS on my system...although I'm seriously reconsidering using it anymore.

 

I was just coming back to provide some more info when I saw your reply.  Just in case it's relevant;  NIS isn't even listed under Control Panel>Programs nor Startup Programs.  

 

As for another program interfering, I guess it's possible, but NIS was fine for a couple of weeks and then all of a sudden went kookoo. 

 

So I guess I'm back to the question of can I downgrade to 2009, without uninstalling and losing the IDS data, and then use my new key?

 

 

10

Hi Carlotta

 

I've noticed that you don't have sp2 for Vista installed which means you are missing that and all the protection updates that came after sp2 came out.

 

You could go back to NIS 2009, but you would have to uninstall the program and use the NRT which will delete all Norton products and you would lose your identity safe entries unless you have backed them up. You would need the NIS 2009 program though. You can use your NIS 2010 key for NIS 2009. If you want to get a clean install of NIS, either the 2009 or the 2010 versions, you really need to install it without any other real time protection running. The free version of Malwarebytes will not interfere with Norton products, but the paid version will. You said it was running fine for a while with the paid one, but you seem to have had problems with that running also when you mention your YouTube problem. It's very possible that there was some sort of product update with the paid version of Malwarebytes  that caused more interference with Norton's. If you want to get a clean install of your Norton product, you should uninstall the paid version of Malwarebytes and also any other real time security program you may have installed, but the call is yours to make.

 

You mentioned that you have started to download videos. Depending on the source of those downloads and the protection you use, you could have picked up something by doing that.

11

 

floplot wrote:

Hi Carlotta

 

I've noticed that you don't have sp2 for Vista installed which means you are missing that and all the protection updates that came after sp2 came out.

 

You could go back to NIS 2009, but you would have to uninstall the program and use the NRT which will delete all Norton products and you would lose your identity safe entries unless you have backed them up. You would need the NIS 2009 program though. You can use your NIS 2010 key for NIS 2009. If you want to get a clean install of NIS, either the 2009 or the 2010 versions, you really need to install it without any other real time protection running. The free version of Malwarebytes will not interfere with Norton products, but the paid version will. You said it was running fine for a while with the paid one, but you seem to have had problems with that running also when you mention your YouTube problem. It's very possible that there was some sort of product update with the paid version of Malwarebytes  that caused more interference with Norton's. If you want to get a clean install of your Norton product, you should uninstall the paid version of Malwarebytes and also any other real time security program you may have installed, but the call is yours to make.

 

You mentioned that you have started to download videos. Depending on the source of those downloads and the protection you use, you could have picked up something by doing that.

 

 

Hi floplot, thanks for your reply! 

 

Re: SP2, I haven't installed it because I'm not sure about compatibilty with all my other software, but will consider it.  I don't want to do it now though and de-stabilize my systems any more than 2010 has now.

 

Re: videos,  sources are mainly YouTube or CNN occasionally and I've only downloaded a few since this problem started happening.  All scans have run cleanly,  so I don't think I've introduced a new problem, but it's always a possibility I guess.  I still have the issue with the network hangs though too and it just happened when I tried to post my reply.  After pressing 'post' , the site was not found and I'm having to re-enter this.  grrrrr!

 

I don't have any other security programs other than Malwarebytes, which is not resident since I changed it and I'll remove it if I decide to re-install Norton.

 

It's good to know I can rollback to 2009.  I found the directory for IDS and copied it into another folder.  If I reinstall either 2009 or 2010,  will it work if I then copy it back into the new directory? 

 

Although, it sounds like if I re-install 2010, I'll just end up with the same problems everyones having with this latest update or does the re-install fix it?   Does NRT cause more problems or is it stable? 

 

I've wasted so much time since installing 2010, that I may consider going back to my old mantra of 'avoid Norton like the plague'.  NIS 2009 was the first Norton product I've ever kept on my systems and was pleased with it, so much so, that I bought/installed it for some friends and family.  But I sure can't recommend they upgrade to 2010, which I've already purchased for one family member.  :-(   

 

 

 

12

Hi carlotta

 

This is a post I have copied over from Yaso, one of our Guru's.

 

Re: Vanished Identity Safe data after reinstall of NIS 2010

[ Edited ] 10-30-2009 03:41 PM - last edited on 10-30-2009 03:48 PM

If you completely uninstalled NIS 2010 via the control panel, then you will have lost your Identity Safe data. In order to have saved your Identity Safe data, you should have chosen "Custom Uninstall", which would have saved your Identity Safe data.

 

So for future reference, always back up your Identity Safe data. You can read instructions on how to do this over here:

 

http://service1.symantec.com/SUPPORT/nco.nsf/0/e5a44e06f97b3f89882572260060120f?OpenDocument&seg=hm&...

Message Edited by Yaso_Kuuhl on 10-30-2009 08:48 PM 

 

That link will show you how to handle your Identity Save information.

 

The Norton Removal Tool is used to remove your Norton Products, but it will remove all Norton products, so if you use something like Ghost, that would be gone also and would have to be reinstalled.

 

The people who seem to be having a problem with the latest update to NIS 2010 seem to be some people who are running XP with SP 3 and maybe SP 2 also. That problem is being looked into now.

 

It may be a good idea to run the free version of Malwarebytes and SuperAntiSpyware to see if you do have any malware now that may be causing your problems. Having the paid version of Malwarebytes installed will probably prevent the proper running of those programs also.

 

13

Thanks for replying so quickly!    :-)

 

I have run a full Malwarebytes scan with no problems found. 

 

In digging through the Norton directories I do see that 17.5 is on the Vista system, which is when the tray icon disappeared and Norton became totally unusable. (I'm posting from my XP SP2 system which also received the update, but I haven't booted this one yet because I don't want it to become corrupted too.)  

 

So since I can't even open Norton to back up the IDS data,  I guess I'm SOL on that issue?  Just copying the folder back after reinstalling won't work?   Ugh....I have so many logons saved and of course, just the day before yesterday, I changed some of my banking passwords to ones that were generated by a program, so I have no idea what they are.  That'll teach me for not keeping an encrypted cheat sheet like I used to before relying on IDS.  

 

Now I wish I would've spent the extra $10 to just renew 2009 rather than losing so many hours of valuable time after buying 2010 and all the frustration it has brought with it. 

 

I guess my only option is to use NRT (no other Norton pgms, but thanks for bringing it up in case I did!) and I think I'll go back to 2009 since I never had any of these problems with it.

 

Thanks for your help!

 

 

 

 

 

 

14

Hi carlotta,

 

There is a way to recover your Identity Safe information from the data store folder as explained in this post.  The instructions for stopping NIS no longer work with newer versions, so the recovery should be done in Safe mode where NIS does not run.  At this point the important thing is to backup your Norton profile folder to external media so it will be available if needed.  As mentioned earlier, rather than using the removal tool, uninstalling from Programs and Features should give you the option to do a custom uninstall and retain your data.

15

 

SendOfJive wrote:

Hi carlotta,

 

There is a way to recover your Identity Safe information from the data store folder as explained in this post.  The instructions for stopping NIS no longer work with newer versions, so the recovery should be done in Safe mode where NIS does not run.  At this point the important thing is to backup your Norton profile folder to external media so it will be available if needed.  As mentioned earlier, rather than using the removal tool, uninstalling from Programs and Features should give you the option to do a custom uninstall and retain your data.

 

 

Hi, thanks for the reply.  I can't remove it from Programs & Features,  I misspoke before, it is listed, but doesn't do anything after clicking uninstall.

 

I'm now trying to remove it with NRT and it's hung up on trying to remove IDSVix86.  What do I do now??  

 

 

16

Try running the NRT in Safe mode.

17

 

SendOfJive wrote:

Try running the NRT in Safe mode.

I had to power off and am removing it through Safe Mode, which says it worked....rebooting now. thanks!

 

18

I'm now back to NIS2009 and so far, so good and the videos play without buffering/stopping, so there is something in 2010 that caused that problem.

 

I'll close this for now, thanks all for your help!