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I had a lot of problems recently with 360 v2. The first thing that went wrong was the disappearance of the toolbar when I installed firefox 3. After alot of back and fourth, here in the forums and emails with tech support, it was decided the best course of action would be to uninstall and reinstall. That worked for a short time until live update failed and refused to install only some updates. After litterally a whole day chatting with tech support, not only was my toolbar not working, liveupdate was not working, but I also couldn't install the Norton Addon pack. It kept telling me I needed NIS 2008, even though I was installing it from 360 and also tried the link on the site for 360. Finally, at the very end of one pretty miserable day, one last agent took control of my computer, and after about an hour was able to fix all of my problems. That was 3 days ago, and now I have the toolbar back, liveupdate is once again working the way it should be and my addon pack is installed. I would advise most people who are not advanced computer experts to go this route. Even if you are, Norton products are very complicated, and the benefit to this is you can walk away and do other things while they are working, avoiding the endless frustration. Just remember to check back every few minutes to give permission on things or answer any of their questions. I hope this is able to help other frustrated Norton users. 
During my initial chat session with Symantec support, the tech did take control of my computer. After several steps, he told me that the computer needed a restart. That is when we lost the connection and could not reconnect.
Is there anyone from Symantec that monitors this board and could help with this issue?
Thanks.
I am also thinking that there might be a link for the absolute newest version of norton products that could only be known by The symantec tech support employees. Because I had tried several times myself to uninstall and reinstall 360 only to be doomed with the toolbar not reappearing. When I got online that last final time and was able to connect with that support person he told me that he was installing the latest version. And I know on a previous occasion another Symantec tech support agent had given me a link to the newest version of a previous product that I had. And Since Isaved the link for the add on pack, I know it’s a different adress then the one given on their website. Try asking the support agent for the newest version the next time you contact support and see if that works. Good luck.
I spent another 3 hours online with Symantec yesterday without success. The first tech "escalated" the issue, and after an hour the next tech finally came online and was, in my opinion, completely ineffective. He just poked around in Firefox settings, N360 settings, suggested that I uninstall/reinstall, etc. And he was supposed to be "tier 2" support.
After two hours of that, I finally asked that if he couldn't fix the problem that it be escalated again. I was pretty frustrated, I said that I had been online for 3 hours without any progress, and I asked him what he would do if he were in my position. He said that I should "check the Firefox settings," although he had done that several times in the previous hour. After another 30 minutes, I again asked him if he thought he could solve the problem, to which he replied "yes." He then downloaded the logs from N360 and said he would need to refer the issue to the "research" team, and I could check back in 48 hours.
I've spent more than 6 hours on the phone and online with Symantec with no resolution. I'm about ready to give up on their products completely. I don't understand how Symantec can think it's acceptable to keep customers on hold and online for hours with support agents that appear to have only minimal experience and ability.
I'll ask one final time for a Symantec representative monitoring this board to please provide some guidance on getting this problem resolved.
Rant off.
brencan1,
I'm running v2.3.1.4. Can you please tell me if you're running a different version?
Thanks.
gc916 wrote:I'm running v2.3.1.4. Can you please tell me if you're running a different version?
Could you also provide your operating system information? Also, could you describe the issue in more detail? I'm unsure if you see the "Show/Hide Norton Toolbar" when you right-click your toolbars in Firefox. Any additional information is appreciated. Thanks!
Tony,
OS is Windows XP Pro SP3.
N360 toolbar has disappeared from Firefox 3.0.1, although it had been working fine a few days ago. Numerous attempts with uninstall/reinstall of N360 and Firefox, as well as running Live Update many times, have not solved the problem. I have looked in the View>Toolbars setting of Firefox, but the option to display the Norton toolbar is not there. N360 toolbar/Identity Safe is working fine in IE 7.0.5730.11.
Thank you for your help.
Hi gc916,
I have the same version of 360 that you do but I am running Vista home premium with service pack one but also the same version of firefox 3 that you have. I wonder if it's an issue specific to XP?
brencan1,
Thanks for your reply. Maybe the issue is specific to XP. It is strange, however, that other posts on this board indicate that the N360 toolbar is working fine with other XP users. I am hoping that Tony Weiss (see post above) can help to resolve this problem.
My N360 toolbar is visible in Firefox 3.0.1. But the graphic pictures and the buttons ar not visible. What can I do?
I hope so too. I had Norton Internet security 2007 quite a while back and gave up on it despite all of the Symantec tech support helping me they could not to solve my issues at that time. I went to another intrnet security for about a year until I got this computer which came preinstalled with NIS 2008. After that trial I decided to go with 360 and try my luck again. I am crossing my fingers that I didn’t make a mistake. Goood luck gc916.
I was finally able to find a Symantec support tech who knew enough to (mostly) fix the problem. After using Norton Removal Tool to uninstall N360, he needed to manually delete some residual files and registry keys that the Removal Tool left behind.
After that, the Identity Safe toolbar still wouldn't appear in Firefox, and the tech said the problem was not with Norton, so there was nothing more he could do for me.
I uninstalled Firefox, making sure to check the box that indicates that preferences, etc. will also be deleted. Restarted the computer, reinstalled Firefox, and the Identity Safe toolbar appeared.
In order to keep my bookmarks from disappearing, I also needed to go to Norton 360>Settings>Firewall Protection>Program Rules and set the access to "Allow" for Firefox.
It was another 90-minute online session, but at least it's fixed. It appears to me to be a combination of problems with N360 and the Norton Removal Tool, but I still don't know what caused the Identity Safe toolbar to disappear from Firefox to begin with.
And it is still my opinion that Symantec's tech support is seriously in need of improvement.
I have solved the problem with the announcement of the graphics and switch in the toolbar. After a whole construction of Firefox 3.01 I had to find out that the Add ON “CuteMenus SVG” is the cause for the non-display. CuteMenus2 is ok.