Safe surfing for Firefox not supported

Archive
1

Hi there :) 

 

After many years of being a windows user and purchasing only norton products, i have switched over to using a Mac which i am loving. 

 

However, one of my favourite browsers is firefox and i keep getting the message that safe surfing cannot be added to the toolbar as i am not running the latest version of firefox. This however is not the case as i am running the latest version of firefox (16.0.1) and still continue to get this message.

 

I have to say i am a little disappointed with this version of norton.

 

Any help would be greatly appreciated.

2

Hi there :)

 

Thank you for getting back to me.

 

I am running OS X version 10.8.2 so definitely within the version supported by Nortons.

 

Any other suggestions?

3

Are you running Norton Internet Security 5? Some people have installed the incorrect version of the product on Mac OS X 10.8.

 

To verify you are running the latest version, open the Norton Identity application, and choose About Norton Identity. The version should be reported as Norton Identity 2.3.1.

 

If you do't have Norton Identity 2.3.1 (or Norton Identity at all) then you are running the older product which does not support Firefox 16.

 

4

Hi again Ryan,

 

Just checked the Norton Identity version and its 2.3.1(14)

 

Any other ideas? 

5

First, please look at the file /Library/Application Support/Symantec/WebFraud/FirefoxConfig.plist (it can be opened in any text editor). It should say

MaxFirefoxVersion

16FF0000

ModuleVersion

2.3.1r14

 

Also, can you please run the Gather Symantec Info script?

 

  1. Download the tool from here: ftp://ftp.symantec.com/misc/tools/mactools/GatherSymantecInfo.zip
  2. Place the file on the Mac client and double-click it. It will expand the GatherSymantecInfo.command file as well as a folder called SupportFiles.
  3. Double-click on GatherSymantecInfo.command. It will open a Terminal window.
  4. Enter the administrator password (it will not echo on-screen) and press Enter.
  5. On the "Please enter the subscription key..." window, press Enter to bypass this screen. A subscription key does not apply to Symantec enterprise antivirus applications.
  6. Gathering information... will appear.
  7. When completed the Terminal window will indicate that the information was gathered and saved to the desktop (SymantecInfo.txt and SymantecInfo.zip, which is simply SymantecInfo.txt in a zip archive). Quit the Terminal application. (See below.)

Sorry about the problem--it sounds like something is not updated.

6

Hey there Ryan,

 

Sorry i am a new Mac owner and still unsure how to find things and cannot seem to locate the /library etc file you are after? Also i tried to run the gather symantec info command file but it says it is unable to run because its from an unknown developer?

7

The unknown developer message is from Apple's GateKeeper feature. You'll have to control-click on the GatherSymantecInfo.command file, and select "Open" from the menu. Then when you are asked, choose Open.

 

To find the FirefoxConfig.plst file, choose "Go to Folder..."  in the Finder's "Go" menu. Then when it comes up, copy and paste

/Library/Application Support/Symantec/WebFraud

 

8

Thank you :)

 

there is alot of info in the zip file not sure how much you want so i thought i would just copy what i think you might be after

 

Installed Symantec product info

Products installed in Symantec Solutions on boot volume:

LiveUpdate 6.2f3

Norton AntiVirus 12.3f62

Norton Firewall 5.3f60

Norton Identity 2.3.1f12

Symantec Uninstaller 2.3.1f7

Stage 2 builds and other components:

DeepSight Community Download 5.3f60

DeepSight Community Submission 4.6f14

Information Guard 2.3.1f12

LiveUpdate 6.2r3

Norton AntiVirus 12.3r71

Norton Firewall 5.3r63

Norton Identity 2.3.1r14

Norton Internet Security for Macintosh 5.3r76

Safe Surfing 2.3.1f12

Symantec Vulnerability Protection 3.7.2f6

WCID Engine 3.4.4f4

 

and here is the info from the /library file:

 

<?xml version="1.0" encoding="UTF-8"?>
<!DOCTYPE plist PUBLIC "-//Apple//DTD PLIST 1.0//EN" "http://www.apple.com/DTDs/PropertyList-1.0.dtd">
<plist version="1.0">
<dict>
<key>MinFirefoxVersion</key>
<string>10000000</string>
<key>MaxFirefoxVersion</key>
<string>16FF0000</string>
<key>ModuleVersion</key>
<string>2.3.1r14</string>
</dict>
</plist>

9

Everything here looks good, so I'm not sure what the problem is. I just verified that things work on my computer by downloading Firefox and installing it on a clean machine, and the toolbar was installed properly.

 

Can you please post a picture of the alert you see? Perhaps there is a confusion on what alert you're seeing.

10

I cant seem to find a program to add the screen shots to so i can add them here. Any suggestions?

11

I think i figured it out .... hope i did this right...first one is of the pop up to install the toolbar the 2nd file is of the actual cannot add nortons safe surfing until firefox is updated.

 

Hope you can make sense of it cos it really is quite annoying especially seeing as though everything seems to be ok :(

 

12

OK it doesn't sound like it is an unsupported version. It sounds like it's just getting an error trying to add hte extension.

 

First try please re-downloading Firefox, from http://www.getfirefox.com.

After it downloads, delete your existing Firefox copy by dragging it to the Trash.

Then open the Firefox disk image that is downloaded by double clicking on it.

Drag the Firefox application from the disk image to your Applications folder, by following the instructions on the Firefox disk image (just drag the Firefox icon onto the Applications icon on the Firefox disk image).

Then go into your Applications folder and double click on the Firefox icon.

 

This should cause Norton Identity to re-add the extension.

 

13

Thank you Ryan,

 

That worked! Much appreciated :)

 

Thank you so much for your patience and understanding.

 

Kindest regards

Sharna :)

14

Hi there :) 

 

After many years of being a windows user and purchasing only norton products, i have switched over to using a Mac which i am loving. 

 

However, one of my favourite browsers is firefox and i keep getting the message that safe surfing cannot be added to the toolbar as i am not running the latest version of firefox. This however is not the case as i am running the latest version of firefox (16.0.1) and still continue to get this message.

 

I have to say i am a little disappointed with this version of norton.

 

Any help would be greatly appreciated.